Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

Primo Hoagies ("we," "us," or "our") operates the website primohoagies-new.click and provides food products and related services to customers throughout the United States. We take pride in the quality and freshness of our hoagies and food items. However, we understand that issues may occasionally arise, and we want to ensure a fair and transparent process for addressing them.

This Refund Policy is governed by applicable United States federal law, including the Federal Trade Commission (FTC) Act, and any applicable state consumer protection laws. By placing an order through our website or in-store, you agree to the terms of this Refund Policy.

For any questions or concerns regarding this policy, please contact us at:
Email: [email protected]
Website: primohoagies-new.click

2. Eligibility Conditions for Refunds

We want every customer to enjoy their meal. Refund requests will be evaluated on a case-by-case basis, and refunds may be issued under the following circumstances:

• The order received was incorrect (wrong items, missing items, or wrong customizations).
• The food item delivered or picked up was of unacceptable quality, including items that were spoiled, undercooked, or otherwise unsafe to consume.
• The order was not delivered within the specified time window and the customer no longer wishes to receive it.
• A duplicate charge was processed for the same order.
• A technical error on our website or payment platform resulted in an unintended transaction.

To be eligible for a refund, you must:

• Submit your refund request within the applicable timeframe outlined in Section 3 of this policy.
• Provide proof of purchase, including your order number and payment confirmation.
• Provide a clear description of the issue, including photographs if applicable.
• Have placed the order directly through primohoagies-new.click or an authorized in-store transaction. Orders placed through third-party delivery platforms are subject to those platforms' respective refund policies.

3. Timeframes for Refund Requests

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

Refund requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Food items that have been fully consumed with no documented quality issue.
• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Customization requests that were clearly noted and correctly fulfilled as specified by the customer.
• Promotional items, gift cards, or vouchers unless the item received was defective or incorrect.
• Orders placed through third-party delivery apps (e.g., DoorDash, Uber Eats, Grubhub) — please contact those platforms directly for refund assistance.
• Delivery fees, where the delivery itself was completed successfully.
• Catering deposits that are non-refundable as specified at the time of booking.

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

To initiate a refund request, please follow these steps:

1. Contact Us Promptly: Reach out to our customer service team by emailing [email protected] within the applicable timeframe.
2. Provide Your Order Details: Include your full name, order number, date and time of order, and the email address used when placing the order.
3. Describe the Issue: Clearly explain the problem you experienced with your order. The more detail you provide, the faster we can resolve your request.
4. Attach Supporting Evidence: Where applicable, attach photographs of the incorrect, damaged, or unsatisfactory food items. This helps us investigate the issue thoroughly.
5. Wait for Our Response: Our team will review your request and respond within 2 business days with a decision or request for additional information.
6. Refund Confirmation: If your refund is approved, we will confirm the refund amount and the method by which it will be returned.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your payment method:

Please note that while we process refunds promptly on our end, the actual posting of funds to your account is controlled by your bank or financial institution, and we have no control over their internal processing timelines.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was delivered correctly and in good condition.
• A minor quality issue was identified that did not affect the majority of the food items in your order.
• A discount or promotional code was applied to the original order and must be accounted for in the refund calculation.
• The issue reported was partially the result of customer-provided instructions or customization that we fulfilled correctly.

Partial refund amounts will be calculated based on the individual item prices listed on your receipt or order confirmation. We will clearly communicate the partial refund amount before processing.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, we generally do not offer direct exchanges for delivered or picked-up items. However, in cases where an incorrect item was prepared, we may, at our discretion, offer the following options:

• Replacement Order: We may prepare and dispatch the correct item if it is feasible based on your proximity to our location and order timing.
• Store Credit: In lieu of a cash refund or replacement, we may offer a store credit equivalent to the value of the affected items, redeemable on your next order.
• Full or Partial Refund: If neither a replacement nor store credit is acceptable, we will proceed with the appropriate refund as outlined in this policy.

Exchange or replacement requests must be made within the same timeframes specified in Section 3 of this policy.

9. Cancellation Policy

We begin preparing food orders shortly after they are placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided the order has not yet entered preparation.
• If the order has already entered preparation, cancellations may not be possible, and a refund will not be issued.
• To cancel an order, contact us immediately at [email protected] with your order number and the subject line "Order Cancellation."

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if notice is provided at least 72 hours before the scheduled pick-up or delivery time.
• Cancellations made between 24 and 72 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and labor will have been committed.

9.3 In-Store Orders

In-store orders that have already been prepared cannot be cancelled or refunded unless there is a demonstrable quality or safety issue with the food.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

Step 1: Internal Escalation

Email us at [email protected] with the subject line "Refund Dispute" and include all relevant details, including your original refund request number, the outcome communicated to you, and the reasons you believe the decision was incorrect. A senior member of our customer service team will review your case within 5 business days.

Step 2: Credit Card Chargeback

If you paid by credit card and are unable to resolve the issue directly with us, you have the right to initiate a chargeback through your card issuer under the Fair Credit Billing Act (FCBA). We encourage you to contact us first, as chargebacks may delay resolution. However, we will cooperate with any investigation initiated by your financial institution.

Step 3: Consumer Protection Agencies

Customers in the United States may also file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your state's Attorney General Office or local consumer protection agency.

Step 4: Informal Mediation

Should internal escalation and regulatory channels fail to resolve the matter, both parties agree to attempt informal mediation before pursuing any legal action. We are committed to resolving disputes in a fair and reasonable manner.

11. Policy for Third-Party Platform Orders

If you ordered through a third-party food delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, your refund or dispute must be handled directly through that platform. Primo Hoagies does not have access to third-party transaction data and cannot issue refunds for orders placed outside of primohoagies-new.click.

12. Fraud Prevention

Primo Hoagies reserves the right to deny refund requests that we reasonably believe are fraudulent, abusive, or made in bad faith. Repeated refund requests from the same customer without legitimate cause may result in restrictions on future orders. We are committed to maintaining the integrity of our refund process for all customers.

13. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. Your continued use of our website or services after any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

14. Contact Information

If you have any questions, concerns, or refund requests, please contact our customer service team: