Refund Policy

Last Updated: June 6, 2026

1. Introduction

At Primo Hoagies, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that sometimes issues arise, and we want to ensure that any concerns related to your order are handled fairly, promptly, and transparently.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are granted. Our policy complies with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong sandwich, incorrect toppings, wrong size, or wrong quantity).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was clearly spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Order Not Delivered: Your delivery order was confirmed and paid for but never arrived, and the issue has been verified through our order management system.
• Significant Preparation Error: The order was prepared in a way that significantly differs from the confirmed order details (e.g., allergen ingredients were included despite a documented request to exclude them).
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

Refunds are evaluated on a case-by-case basis. Primo Hoagies reserves the right to request photographic evidence or additional information to process a refund claim.

3. Timeframes for Refund Requests

To ensure your refund request is processed efficiently, all claims must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed or partially consumed food items — If a significant portion of the food has been eaten and the complaint is about taste preference or dissatisfaction not related to a preparation error, a refund will not be issued.
• Change of mind — Refunds are not available simply because you changed your mind after placing or receiving an order.
• Customization errors made by the customer — If you submitted an order with incorrect customization details (wrong toppings, wrong bread, etc.) and the order was prepared according to your submitted instructions, no refund will be issued.
• Promotional or discounted items — Items purchased as part of a limited-time promotion or received free of charge are not eligible for refunds.
• Delivery fees — Delivery charges are generally non-refundable unless the order was never delivered due to an error on our part.
• Tips and gratuities — Service tips added to your order are non-refundable.
• Gift cards and store credit — Gift card purchases and applied store credits are non-refundable and non-transferable.
• Late delivery claims due to external factors — Delays caused by severe weather, traffic conditions, or other circumstances beyond our control do not qualify for refunds.

5. How to Request a Refund

Follow these steps to submit a refund request:

Step 1: Gather Your Order Information

Before contacting us, collect the following details:

• Your order confirmation number
• The date and time your order was placed
• Your name, email address, and phone number used to place the order
• A clear description of the issue
• Photos or videos of the item(s) in question (strongly recommended for food quality claims)

Step 2: Contact Our Customer Support Team

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: primohoagies-eat.rest (via the Contact or Help section)

Step 3: Wait for Confirmation

You will receive an acknowledgment of your refund request within 1 business day. Our team will review your claim and may follow up to request additional information or evidence.

Step 4: Review and Decision

After evaluating your claim, we will notify you of our decision via email. If your refund is approved, we will confirm the refund amount and the processing timeline.

Step 5: Refund Issued

Once approved, your refund will be processed according to the payment method used for your original order. (See Section 6 for processing times.)

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at checkout:

Please note that while we process refunds promptly from our end, the time it takes for the funds to reflect in your account may vary depending on your financial institution. Primo Hoagies is not responsible for any delays caused by your bank or payment provider.

7. Partial Refunds

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

• Only specific items within a multi-item order were incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A portion of the food was consumed before the issue was identified, and the complaint is limited to a specific item or portion of the meal.
• The order was partially prepared before a cancellation request was received (applicable to catering and large orders).
• A discount, promotion, or coupon was applied to the original order; the refund will reflect the actual amount paid for the affected item(s).

The amount of any partial refund will be communicated to you prior to processing, and you will have the opportunity to accept or contest the partial refund offer.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges (returning one item for another) are generally not possible once food has left our premises. However, we offer the following exchange accommodations:

• In-Store Orders: If a preparation error is identified at the time of pickup (before leaving the store), our staff will remake your order at no additional cost.
• Delivery Orders: If an incorrect item was delivered, contact us within 2 hours. Depending on availability and proximity of the delivery location, we may offer to redeliver the correct item or issue a refund/store credit.
• Catering Orders: Exchanges or remakes for catering orders must be requested at the time of delivery if a significant portion of items are incorrect. Requests made after the event will be reviewed on a case-by-case basis.

Exchanges are subject to product availability and operational capacity at the time of the request. Store credit may be offered as an alternative when a physical exchange is not feasible.

9. Cancellation Policy

9.1 Standard Orders

You may cancel a standard online order only if it has not yet entered the preparation stage. Because our food is prepared fresh upon order, cancellation windows are limited:

• Orders may be cancelled for a full refund within 5 minutes of placement, provided preparation has not yet begun.
• If preparation has already started, cancellation is not guaranteed, and a partial refund (excluding food preparation costs) may be issued at our discretion.
• To cancel, you must contact us immediately via email at [email protected].

9.2 Pre-Orders and Scheduled Orders

Pre-orders or orders scheduled for a future date or time may be cancelled with a full refund if the cancellation is requested at least 24 hours before the scheduled preparation time. Cancellations made within 24 hours of the scheduled time may not be eligible for a full refund.

9.3 Catering and Large Group Orders

Catering orders or large group orders (typically 10 or more individuals) require a minimum cancellation notice of 48 hours before the scheduled pickup or delivery time for a full refund. Cancellations made less than 48 hours in advance may result in a partial refund or no refund, depending on the stage of preparation and the perishable ingredients already sourced.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer support team, you may escalate your dispute through the following process:

Step 1: Internal Escalation

Request that your case be escalated to a senior customer service representative or manager by clearly stating this in your follow-up email to [email protected]. Please include your original case or ticket reference number.

Step 2: Written Formal Complaint

If the internal escalation does not resolve your issue, you may submit a formal written complaint to us at the email address listed in Section 11. We will respond to formal complaints within 5 business days.

Step 3: External Resolution Options

If a resolution cannot be reached through direct communication, you have the following options:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback dispute for transactions where the goods were not delivered as described.
• PayPal Dispute Center: If payment was made via PayPal, you may open a dispute through the PayPal Resolution Center.
• FTC Consumer Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• State Consumer Protection Office: You may contact your state's consumer protection office for guidance and mediation assistance.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.

We are committed to resolving all disputes in good faith and encourage customers to contact us directly before pursuing external remedies.

11. Contact Information for Refund Requests

For all refund requests, cancellations, or order-related concerns, please contact us using the information below:

12. Policy Updates

Primo Hoagies reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised "Last Updated" date. Continued use of our website or placement of orders following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.