Refund Policy

At Primo Hoagies, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order through our website at primohoagiesnew.click.

1. Overview

This Refund Policy applies to all purchases made through our website primohoagiesnew.click and covers online orders for food products, catering services, and any related offerings provided by Primo Hoagies. By placing an order with us, you agree to the terms outlined in this policy. We operate in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as relevant state food service regulations.

Because our products are perishable food items, our refund process has specific guidelines that differ from non-food retail environments. We ask for your understanding and cooperation in following the steps described below when a concern arises.

2. Eligibility Conditions for Refunds

Refund requests will be considered eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered, as confirmed by your order receipt or confirmation email.
• Missing Items: One or more items included in your confirmed order were not delivered or provided.
• Food Quality Issues: The food item delivered was spoiled, visibly contaminated, contained foreign objects, or was otherwise unfit for consumption at the time of delivery or pickup.
• Significant Preparation Errors: The product was prepared in a manner that significantly deviates from the order specifications (e.g., wrong ingredients, allergen-related errors after proper disclosure).
• Delivery Failure: A delivery order was paid for but never arrived, and no delivery was made within the confirmed time window.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.

Refund eligibility is assessed on a case-by-case basis. Primo Hoagies reserves the right to verify the legitimacy of any refund claim before processing a reimbursement.

3. Non-Refundable Items and Situations

The following circumstances are generally not eligible for refunds:

• Orders that were picked up or delivered correctly but the customer simply changed their mind after receiving the food.
• Items that were consumed and no quality issue was reported at the time of consumption.
• Delays caused by third-party delivery services beyond our direct control, unless the delay renders the food inedible.
• Customized or special-request items prepared exactly as specified by the customer.
• Orders where the customer provided incorrect delivery information (wrong address, wrong pickup time, etc.).
• Promotional or discounted items specifically marked as non-refundable at the time of purchase.
• Catering deposits that have been applied toward confirmed event preparation costs (see Cancellation Policy below).
• Gift cards or vouchers once redeemed.

4. Timeframes for Refund Requests

Timeliness is essential when requesting a refund for perishable food items. Please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as a problem is identified.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or through our website at primohoagiesnew.click within the applicable timeframe described in Section 4.
2. Step 2 — Provide Your Order Details: Include your full name, order number or confirmation number, the date and time of your order, and the specific items involved in your refund request.
3. Step 3 — Describe the Issue: Clearly explain the nature of the problem. Be as specific as possible — for example, describe what was wrong with the food, what items were missing, or what error occurred during delivery.
4. Step 4 — Submit Supporting Evidence (If Applicable): Where possible, attach photographs of the incorrect, missing, or unsatisfactory item(s). Visual documentation significantly accelerates the review process and helps us resolve your issue accurately.
5. Step 5 — Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days and begin the review process. We may follow up with additional questions if needed.
6. Step 6 — Resolution: Once our review is complete, we will notify you of our decision. If your refund is approved, we will process it according to the timelines described in Section 6. If the request is denied, we will explain the reason clearly and may offer alternative resolutions.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account will depend on the payment method used during your original purchase:

Please be aware that while we process refunds promptly on our end, the timing of when funds appear in your account is ultimately controlled by your bank or financial institution. Primo Hoagies is not responsible for delays imposed by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a larger order were affected by a quality or preparation issue, while the remaining items were satisfactory.
• A delivery was partially completed — for example, some items arrived correctly and others did not.
• A customer consumed a portion of a food item before discovering an issue, provided the issue is substantiated.
• A promotional discount was applied to the original order, in which case the refund will be calculated based on the actual amount paid for the affected item(s), not the pre-discount price.
• A catering order is cancelled with less than the required notice period but before significant preparation costs have been incurred.

The amount of any partial refund will be determined by Primo Hoagies at our reasonable discretion, based on the specific circumstances of each case. We are committed to fair and equitable resolutions for all customers.

8. Exchange Policy

In cases where a refund may not be the most practical solution — particularly for incorrect or unsatisfactory items identified at the time of pickup — Primo Hoagies may offer an exchange or replacement as an alternative.

Exchanges are subject to the following conditions:

• The exchange request must be made at the time of pickup or within 30 minutes of receiving a delivery order.
• The original item must be returned (uneaten or minimally consumed) to be eligible for an exchange.
• Exchanges are only available for items of equal or lesser value. If the replacement item is of greater value, the difference must be paid by the customer.
• Exchanges are subject to product availability. If the correct item is not available, a refund will be issued instead.
• For online orders, exchange requests must be coordinated with our customer service team via email at [email protected].

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while accounting for the operational realities of fresh food preparation.

9.1 Standard Online Orders

• Orders may be cancelled for a full refund if the cancellation request is received before the order enters preparation. Once our kitchen has begun preparing your order, cancellations may not be possible.
• To cancel a standard online order, contact us immediately at [email protected] or call the contact number associated with your location. Please have your order number ready.

9.2 Catering and Large Orders

• Catering orders cancelled more than 48 hours before the scheduled event will receive a full refund, including any deposits paid.
• Catering orders cancelled between 24 and 48 hours before the scheduled event will be eligible for a 50% refund of the total order value. Deposits may be non-refundable depending on preparation already completed.
• Catering orders cancelled less than 24 hours before the scheduled event are generally non-refundable, as food preparation will have been substantially completed. Exceptions may be made at management's discretion for documented emergencies.

9.3 Scheduled Pickup Orders

• If you are unable to pick up a scheduled order, please notify us as soon as possible. Orders not picked up within 30 minutes of the scheduled pickup time may be forfeited without a refund, as the food will have been prepared and may not remain fresh.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your concern has not been adequately addressed, Primo Hoagies provides the following escalation and dispute resolution process:

1. Internal Escalation: Contact our customer support team at [email protected] and request that your case be reviewed by a senior manager. Please reference your original refund request number or email thread.
2. Formal Written Complaint: If the issue remains unresolved after escalation, you may submit a formal written complaint to our management team via email. We commit to responding to formal written complaints within 5 business days.
3. Payment Dispute (Chargeback): If you believe you have been charged incorrectly or fraudulently, you have the right under the Fair Credit Billing Act (FCBA) to dispute the charge with your credit card issuer or bank. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as we are committed to working toward a fair resolution.
4. Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their state's consumer protection office if they believe their consumer rights have been violated.
5. Alternative Dispute Resolution (ADR): For disputes that cannot be resolved through direct communication, both parties agree to attempt resolution through good-faith mediation before pursuing any formal legal action.

11. Food Safety and Health Concerns

If you believe that a food item from Primo Hoagies has caused a foodborne illness or poses a health risk, please take the following steps immediately:

• Seek appropriate medical attention if needed.
• Retain the food item and any packaging if possible, as this may be required for investigation.
• Contact us immediately at [email protected] with full details of your order and the symptoms or concerns experienced.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at fda.gov.

Food safety is our highest priority, and we take all such reports seriously. We will cooperate fully with any investigations and take immediate corrective action where necessary.

12. Amendments to This Policy

Primo Hoagies reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at primohoagiesnew.click with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website or services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or questions regarding this policy, please contact us using the information below:

Our customer support team is available during standard business hours. We strive to respond to all refund inquiries within 1–2 business days. For urgent matters — especially those involving food safety — please mark your email as urgent in the subject line.