Refund Policy

Effective Date: June 6, 2026

1. Introduction

At Primo Hoagies, we take great pride in delivering fresh, high-quality hoagies and food products to our customers. We understand that occasionally an order may not meet your expectations, and we are committed to resolving any issues in a fair and timely manner. This Refund Policy explains your rights and our obligations regarding refunds, exchanges, cancellations, and related matters for orders placed through our website at primohoagies-eat.click.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state laws. We encourage you to review this policy thoroughly and contact us with any questions before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Primo Hoagies order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or order that is different from what you placed. For example, wrong toppings, wrong sandwich size, or wrong items entirely.
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not fit for consumption upon delivery or pickup.
• Allergic Reactions Due to Our Error: If you specified an allergy or dietary restriction during the ordering process and we failed to honor that request, resulting in an incorrect item being prepared.
• Undelivered Orders: Your order was never delivered and there is no confirmation of delivery or pickup within the expected timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

We strongly recommend that you inspect your order immediately upon receipt. Refund requests submitted after the applicable deadline may be denied at our sole discretion, except in cases involving documented billing errors or special circumstances reviewed on a case-by-case basis.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared.
• Customized Orders Prepared Correctly: If your order was made exactly as requested and you are dissatisfied with the result of your own customization choices, we are unable to offer a refund.
• Partially Consumed Items: Items that have been substantially consumed cannot be returned or refunded, unless there is a documented quality issue that was discovered upon consumption.
• Promotional or Complimentary Items: Any items provided free of charge as part of a promotion or coupon are not eligible for refund.
• Delivery Fees: Delivery service fees are generally non-refundable unless the order was never delivered due to our error or that of our delivery partner.
• Tips and Gratuities: Any tip or gratuity paid at the time of checkout is non-refundable.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), the refund policy of that platform applies. Please contact the respective platform directly for assistance.

5. How to Request a Refund (Step-by-Step)

If you believe you are eligible for a refund, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory food item(s). This evidence will be helpful in processing your request quickly and accurately.
2. Step 2 – Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the items in question.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: primohoagies-eat.click
4. Step 4 – Provide Details: In your message, include the following information:
   • Your full name
   • Order number and date
   • Description of the issue
   • Photos of the item(s) if applicable
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may ask for additional information to complete our review.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process the appropriate resolution (refund, replacement, or credit) as outlined in this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may have its own processing timeframes that are outside of our control. If you do not see your refund within the estimated window, please contact your bank before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only a portion of your order was incorrect, missing, or unsatisfactory — a refund for those specific items only will be issued.
• You received your order late but it was still delivered — a partial refund or delivery fee credit may be offered at our discretion.
• The food quality issue affected only part of the order, and the remainder was acceptable.
• You consumed a significant portion of the item before reporting a quality concern.

The amount of any partial refund will be calculated based on the price of the affected item(s) as listed at the time of purchase. We will communicate the partial refund amount to you in our resolution notification.

8. Exchange Policy

In lieu of a monetary refund, we may offer a replacement of the incorrect or unsatisfactory item(s) when feasible. Exchanges or replacements are subject to the following conditions:

• The replacement request must be made within the applicable timeframe (see Section 3).
• Replacements are available during our normal operating hours.
• We reserve the right to offer a replacement instead of a monetary refund for minor order errors where the food is otherwise safe to eat.
• If a replacement is not available (for example, if we are out of a specific ingredient), we will issue a full or partial refund for the affected item(s) instead.

We want to make things right for you, and in many cases, a replacement is the fastest way to resolve your concern and ensure you enjoy your Primo Hoagies experience.

9. Cancellation Policy

Because Primo Hoagies prepares fresh food to order, our cancellation window is extremely limited. Please review the following cancellation terms:

9.1 Online Orders

• Before Preparation Begins: You may cancel your order within 5 minutes of placing it if preparation has not yet started. A full refund will be issued in this case.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellations are generally not accepted, and a refund will not be issued for change-of-mind cancellations.
• Scheduled Advance Orders: If you placed an order scheduled for a future date or time, you may cancel with a full refund if you do so at least 1 hour before the scheduled preparation time.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24–48 hours in advance may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours in advance of a catering order are not eligible for a refund due to the cost of ingredients and preparation already incurred.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to use the following escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, please send a follow-up email to [email protected] with the subject line "Refund Dispute – [Your Order Number]". Clearly explain why you believe the initial decision was incorrect and provide any additional supporting evidence. A senior member of our customer service team will review your case and respond within 3–5 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card company or bank if you believe you have been charged incorrectly. However, we request that you contact us first to allow us the opportunity to resolve the issue directly. Initiating a chargeback without first contacting us may result in the suspension of your account. We will cooperate fully with any chargeback investigations conducted by your financial institution.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated and we have been unable to resolve the matter, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office: Contact information varies by state.
• The Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes that cannot be resolved informally may be subject to binding arbitration or small claims court proceedings in the jurisdiction where the business is located, as permitted by applicable law.

11. Special Circumstances

We understand that exceptional situations arise. Primo Hoagies reserves the right to make exceptions to this policy on a case-by-case basis at our sole discretion. If you have experienced a unique situation not covered by this policy, we encourage you to reach out to us and we will do our best to find a fair resolution.

In the event of service disruptions, technical errors on our website, or third-party delivery failures beyond our control (such as severe weather events), we will work with you to determine the most appropriate resolution, which may include a full refund, partial refund, or order replacement.

12. Policy Updates

Primo Hoagies reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at primohoagies-eat.click. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team using the information below: