Refund Policy

At Primo Hoagies, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures when something does not meet your expectations. Please read this policy carefully before placing an order through our website at primohoagies-eat.digital.

This policy applies to all orders placed through our digital platform and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act. By placing an order with us, you agree to the terms set forth in this Refund Policy.

1. Our Commitment to Quality

Primo Hoagies takes great pride in preparing every order with care, using fresh ingredients and following strict food safety standards. We stand behind the quality of our products. If your order does not meet our quality standards or if an error occurs on our part, we are committed to making it right through an appropriate remedy, which may include a refund, replacement, or store credit, depending on the circumstances.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• You received the wrong items or a significantly incorrect order.
• Your food arrived in an inedible or severely compromised condition (e.g., contaminated, spoiled, or damaged during preparation).
• Items were missing from your order and not delivered.
• Your order was never delivered, and no reasonable explanation or resolution was provided by our team or delivery partner.
• A duplicate charge was applied to your payment method due to a technical error.
• You cancelled your order within the permitted cancellation window (see Section 8).

3. Timeframes for Refund Requests

To ensure that refund claims can be properly investigated, we require that all refund requests be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

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

• Consumed food items: Orders that have been substantially consumed will not be eligible for a refund unless a food safety concern is reported.
• Change of mind: Refunds will not be issued simply because you changed your mind about your order after preparation has begun.
• Customization errors made by the customer: If you submitted an incorrect customization during the ordering process (e.g., wrong toppings, incorrect sandwich build), this does not qualify for a refund, though we encourage you to contact us and we will try to assist where possible.
• Delivery fees: Delivery service fees are generally non-refundable unless the entire order qualifies for a refund due to our error or non-delivery.
• Promotional or discounted items: Items purchased under a special promotion, discount, or limited-time offer may be subject to additional non-refund restrictions as specified at the time of the promotion.
• Digital gift cards or store credits: These are non-refundable once issued or redeemed.
• Orders cancelled outside the permitted window: Cancellation requests made after food preparation has begun will not qualify for a full refund (see Section 8 for details).

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

To request a refund, please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of your order, your name and email address used during checkout, a description of the issue, and, if applicable, photos of the incorrect or damaged items.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: primohoagies-eat.digital
3. Step 3 — Submit Your Claim: In your message, clearly explain the issue, include your order number, and attach any relevant photos or documentation to support your claim.
4. Step 4 — Wait for Review: Our team will review your claim within 1–3 business days. We may reach out to you for additional information or clarification during this time.
5. Step 5 — Receive a Decision: Once reviewed, we will notify you of the outcome via email. If approved, your refund will be processed according to the timeframes outlined in Section 6.

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 original payment method:

Please note that these timeframes are estimates and may vary depending on your financial institution's processing times. Primo Hoagies does not control bank processing speeds once the refund has been initiated on our end. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer first, and then reaching out to us if the issue persists.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder was delivered as expected.
• The food quality issue affected only specific items in a larger order.
• A cancellation was requested after partial preparation of your order had already begun.
• An order was delivered late, and as a goodwill gesture, a partial refund is offered for the inconvenience.

The amount of any partial refund will be calculated based on the value of the affected items and any applicable service or delivery fees. Our team will clearly communicate the refund amount before processing.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Cancellations Before Preparation Begins

If you wish to cancel your order and contact us before food preparation has begun, you are entitled to a full refund. Given the nature of food preparation, this window is typically very short — usually within 5 minutes of placing your order. We encourage you to act quickly if you need to cancel.

8.2 Cancellations After Preparation Has Begun

Once food preparation has started, cancellations are generally not accepted, and a full refund cannot be guaranteed. In certain cases, a partial refund or store credit may be offered at our discretion. This is because fresh ingredients are allocated and prepared specifically for your order.

8.3 Scheduled Orders

For orders placed in advance (scheduled orders), cancellations are accepted up to 30 minutes before the scheduled preparation time for a full refund. Cancellations made after this window will be handled on a case-by-case basis.

8.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through our website at primohoagies-eat.digital. Include your order number and request for cancellation in the message.

9. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, traditional product exchanges are generally not possible once an order has left our kitchen. However, we are committed to making things right, and the following applies:

• Incorrect orders: If we prepared and delivered the wrong sandwich or item, we will prioritize preparing and delivering the correct item as quickly as possible, subject to availability and location. Alternatively, a full refund or store credit will be offered.
• In-store adjustments: If you are picking up your order and identify an issue before leaving the location, please speak with a team member immediately. We will do our best to correct your order on the spot.
• No exchanges for preference changes: We are unable to exchange food items due to a change in personal preference after the order has been prepared.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises in connection with your order or this Refund Policy, we encourage the following process:

10.1 Internal Resolution

As a first step, please contact our customer support team at [email protected] and request that your case be escalated to a senior team member for review. We will make every reasonable effort to resolve disputes fairly and promptly within 5–7 business days.

10.2 Chargeback Rights

If you believe you have been incorrectly charged or are unable to resolve a billing dispute with us directly, you have the right to contact your bank or credit card issuer to initiate a chargeback in accordance with your card agreement. We encourage customers to contact us first to allow us the opportunity to resolve the issue before initiating a chargeback.

10.3 FTC and Consumer Protection

As a business operating in the United States, Primo Hoagies complies with the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. 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.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which we operate. Any unresolved disputes shall be subject to the jurisdiction of the appropriate courts.

11. Special Circumstances

We recognize that extraordinary situations can occur. In the event of service disruptions, technical outages affecting our ordering system, extreme weather conditions, or other circumstances beyond our control, we will assess refund requests on a case-by-case basis and communicate clearly with affected customers. We appreciate your patience and understanding in such situations.

12. Modifications 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 primohoagies-eat.digital with a revised effective date. Continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage customers to review this page periodically to stay informed.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

Our customer support team is available to assist you Monday through Friday. We aim to respond to all refund inquiries within 1–3 business days. For the fastest resolution, please include your order number, a description of the issue, and any supporting photos when reaching out.

This Refund Policy was last updated on June 13, 2026. Thank you for choosing Primo Hoagies. We value your business and are dedicated to ensuring your satisfaction with every order.