Refund Policy

Last Updated: June 9, 2026

1. Introduction

At Primo Hoagies, we are committed to delivering the highest quality hoagies and food products to every customer. We understand that there are occasions when an order may not meet your expectations, and we want to make the resolution process as straightforward and fair as possible.

This Refund Policy applies to all purchases made through our website food-primohoagies.click and governs how refund requests are evaluated, processed, and resolved. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• Your order was not delivered within the estimated delivery window and no reasonable explanation was provided.
• The food items you received were significantly different from what was described on our website or menu at the time of ordering.
• The food items you received were of unacceptable quality — including but not limited to items that were spoiled, contaminated, or otherwise unsafe for consumption upon delivery.
• You received the wrong order or were missing items that were charged and confirmed in your order summary.
• A technical error on our website caused a duplicate charge or an incorrect transaction on your account.
• The order was cancelled by Primo Hoagies prior to preparation or dispatch.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food has been prepared or dispatched.
• Incorrect delivery address provided by the customer at the time of ordering.
• Dissatisfaction based on personal taste preferences, as our menu descriptions clearly indicate ingredients and preparation methods.
• Orders that were delivered on time and in accordance with the confirmed order details, where the complaint is based solely on subjective preference.
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verifiable quality or fulfillment issue.
• Delivery fees, service charges, or platform fees, unless the entire order qualifies for a full refund due to our error.
• Digital gift cards or prepaid credits that have already been applied or partially redeemed.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern appropriately. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may be declined or subject to a more limited resolution. We encourage all customers to inspect their orders promptly upon receipt.

5. How to Request a Refund — Step-by-Step

To submit a refund request, please follow these steps carefully:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, the items purchased, and the total amount charged.
2. Document the Issue: If applicable, take clear photographs of the food items received, the packaging, or any evidence of the issue (e.g., missing items, incorrect order, visible quality problems). This documentation significantly strengthens your request.
3. Contact Our Support Team: Reach out to us via email at [email protected]. In your message, include:
   • Your full name and contact information
   • Your order number and date of purchase
   • A clear description of the issue
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, or store credit)
4. Wait for Acknowledgment: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for clarification.
5. Review and Decision: Once we have all the necessary information, our team will review your case and notify you of our decision within 3–5 business days.
6. Refund Issuance: If your refund is approved, the applicable amount will be processed according to the payment method used for your original transaction (see Section 7 for processing times).

6. Cancellation Policy

We understand that plans can change. However, due to the perishable and time-sensitive nature of food preparation, our cancellation window is limited.

6.1 Cancellation Before Preparation Begins

If you wish to cancel your order, you must contact us within 5 minutes of placing it, before our kitchen staff begins preparation. In such cases, you will be eligible for a full refund to your original payment method.

6.2 Cancellation After Preparation Has Begun

Once food preparation has commenced, cancellations are generally not accepted, and refunds will not be issued unless there is a confirmed error on our part (e.g., wrong item prepared, unavailability of a key ingredient not disclosed before ordering).

6.3 Cancellation by Primo Hoagies

In rare circumstances, we may need to cancel your order due to ingredient unavailability, operational issues, or situations beyond our control. In such cases, you will receive a full refund or the option to receive store credit of equal or greater value.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account is also dependent on your financial institution or payment provider. We are not responsible for delays caused by third-party processors or banks.

8. Partial Refunds

In certain situations, a partial refund may be the most appropriate resolution. Partial refunds may apply when:

• Only a portion of your order was missing or incorrect, while the remainder was delivered properly.
• A food item was delivered with minor issues that do not constitute a full failure of service (e.g., a customization was missed but the core item was otherwise acceptable).
• A delivery was made late, but the food was still in acceptable condition and the delay was within a reasonable margin.
• A discount or promotional offer was not applied at checkout due to a technical issue, and we are correcting the pricing difference.

The amount of any partial refund will be determined at the sole discretion of our customer support team, based on the nature and extent of the issue reported.

9. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are not standard practice. However, we do offer the following alternatives when a valid issue is identified:

• Replacement Order: If we confirm that your order was incorrect or significantly flawed, we may offer to prepare and deliver a replacement order at no additional cost, subject to availability and operational capacity.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit that can be applied toward a future order on food-primohoagies.click. Store credits do not expire and hold their full value.
• Item Credit: For missing individual items, we may issue a credit specifically for the value of the missing item(s), which can be applied to your next order.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you believe your refund request was not handled appropriately, you may escalate the matter using the following process:

10.1 Internal Escalation

If you are unsatisfied with the initial response to your refund request, you may reply to the support email thread and specifically request that your case be escalated to a senior team member. Please clearly state why you believe the original decision was incorrect and provide any additional evidence.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, you have the right to seek assistance through the following channels:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov if you believe our practices violate federal consumer protection laws.
• State Attorney General: Depending on your state of residence, you may file a complaint with your state's Attorney General's consumer protection office.
• Credit Card Chargeback: If you paid by credit or debit card and believe you have been charged in error, you retain the right to contact your card issuer to initiate a chargeback process. We ask that you allow us a reasonable opportunity to resolve the issue directly before initiating a chargeback.
• Better Business Bureau (BBB): You may also file a complaint or review through the BBB if you feel a satisfactory resolution has not been reached.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Any disputes that cannot be resolved informally shall be subject to binding arbitration or resolved in a court of competent jurisdiction as required by applicable law.

11. Chargebacks and Fraudulent Claims

We take fraudulent refund claims and unauthorized chargebacks seriously. Filing a chargeback without first attempting to resolve the issue through our official support channels may be considered abuse of the dispute process. In such cases, we reserve the right to:

• Dispute the chargeback and provide transactional evidence to the relevant financial institution.
• Suspend or permanently terminate the account associated with the fraudulent claim.
• Pursue recovery of losses through legal means if warranted.

We encourage all customers to reach out to us directly first — we genuinely want to make things right.

12. Changes to This Refund Policy

Primo Hoagies reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our website and services after any updates constitutes acceptance of the revised policy.

13. Contact Us

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below. We aim to respond to all inquiries within 1–2 business days.