Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At Primo Hoagies, we are committed to providing our customers with the highest quality food products and an exceptional dining experience. We understand that there may be occasions where an order does not meet your expectations, and we want to ensure that every customer is treated fairly and with respect.

This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order with us — whether online through primohoagies-cafe.click or in person — you agree to the terms set forth in this policy. Our practices are guided by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Primo Hoagies experience. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong sandwich, missing toppings, or incorrect size).
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergic Reactions Due to Our Error: You experienced an allergic reaction caused by an ingredient that was not disclosed or was mistakenly included against your stated dietary instructions.
• Significant Delivery Delays: Your order was delayed significantly beyond the estimated delivery time due to circumstances attributable to Primo Hoagies or our delivery partners, and the food was no longer in an acceptable condition upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

To be eligible for a refund, you must be able to demonstrate the issue with photographic or written evidence where applicable, and the request must be submitted within the timeframes outlined in Section 3 of this policy.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to still contact us, as we review each case individually and may offer store credit or a partial resolution at our discretion.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Change of Mind: Refunds are not issued if you simply changed your mind after placing your order or if the food was prepared as requested.
• Customization Errors by the Customer: If you provided incorrect customization instructions during ordering (e.g., requested no lettuce and then decide you wanted lettuce), we are not responsible for the resulting dissatisfaction.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, at a discounted price, or using a special offer code are non-refundable unless they are defective or incorrect.
• Partially Consumed Items: We cannot issue a refund for items that have been substantially consumed unless a genuine quality issue is identified and reported promptly.
• Delivery Fees: Delivery fees are generally non-refundable except in cases where the order was not delivered or was significantly delayed due to our fault.
• Gift Cards and Store Credit: Gift cards and store credit are non-refundable and cannot be exchanged for cash.
• Third-Party Platform Orders: If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), refund requests must be directed to that platform in accordance with their own refund policies. We are not responsible for refunds processed through third-party platforms.

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

To ensure your refund request is handled efficiently, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographic evidence (if applicable, such as photos of incorrect items, damaged packaging, or food quality issues)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: primohoagies-cafe.click
3. Step 3 — Submit Your Request: Provide a clear and detailed description of the issue, including all relevant information gathered in Step 1. Attach any supporting photos or documentation to your email or online submission.
4. Step 4 — Await Confirmation: Once we receive your request, we will send you a confirmation email acknowledging receipt. Our team will review your request within 1–2 business days.
5. Step 5 — Resolution: After reviewing your request, we will notify you of our decision. If your refund is approved, we will process it using the original payment method or offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment provider. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of your order.
• You have partially consumed the order before identifying an issue.
• A promotional discount was applied to the order, and only the non-discounted portion is eligible for a refund.
• A delivery fee was charged but a partial delivery was completed.

The amount of a partial refund will be determined by our customer service team on a case-by-case basis, taking into account the specific circumstances of each situation. We aim to provide a fair and reasonable resolution in all cases.

8. Exchange Policy

In many cases, we may offer a replacement or exchange rather than a monetary refund, particularly for in-store or pickup orders. Exchanges are available under the following terms:

• Incorrect Items: If you received the wrong sandwich, side, or drink, we will prepare a replacement for you as quickly as possible, provided the issue is reported promptly upon receipt of your order.
• In-Store Exchanges: For orders picked up in person, please bring the incorrect or unsatisfactory item back to our location immediately. Our staff will work to resolve the issue and prepare a fresh replacement at no additional cost.
• Online Order Exchanges: For online orders, we will coordinate a replacement delivery or a pickup of the corrected items. Please contact us at [email protected] to arrange this.
• No Exchange for Consumed Items: We are unable to offer exchanges for items that have been fully consumed. Please inspect your order before consuming it.

We always aim to make the exchange process as convenient and seamless as possible. Customer satisfaction is our top priority.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate order cancellations. However, because our food is freshly prepared, cancellation windows are limited:

9.1 Online Orders

• You may cancel your online order within 5 minutes of placing it, provided preparation has not yet begun.
• If preparation has already started, your order cannot be cancelled and no refund will be issued.
• To cancel an order, immediately contact us via email at [email protected] or through the website at primohoagies-cafe.click.

9.2 In-Store Orders

• In-store orders cannot be cancelled once they have been placed with our staff and preparation has commenced.
• If you placed an order in advance for a future pickup date, you may cancel it at least 1 hour before the scheduled pickup time for a full refund.

9.3 Catering Orders

• Catering or large group orders may be cancelled with a full refund if cancelled at least 48 hours before the scheduled event or delivery date.
• Cancellations made 24–48 hours before the event will be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the event are not eligible for a refund, as ingredients and preparation costs will have been incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

In the first instance, please contact our customer support team at [email protected] and request that your case be escalated to a senior team member or manager. We are committed to resolving disputes fairly and promptly at an internal level.

10.2 Chargeback Rights

If you paid by credit or debit card and believe a charge was unauthorized or that our refund policy was not honored, you have the right to initiate a chargeback through your card issuer. We encourage you to contact us first so we can resolve the issue directly, but we respect your right to pursue this option.

10.3 FTC and Consumer Protection Resources

As a United States-based business, Primo Hoagies operates in compliance with federal consumer protection laws enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint or contact your state's Attorney General's office for further assistance.

10.4 Informal Mediation

In the event of a significant dispute that cannot be resolved through our internal process or chargeback procedure, both parties agree to attempt informal mediation before pursuing formal legal action. Please contact us in writing at [email protected] to initiate this process.

11. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, 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 our website at primohoagies-cafe.click with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website or services after any changes constitutes your acceptance of the revised policy.