Refund Policy

Effective Date: June 25, 2026 | Last Updated: June 25, 2026

1. Introduction

This Refund Policy applies to all purchases made through our website primohagiesgo.rest, in-store transactions, telephone orders, and any third-party delivery platforms where Primo Hoagies products are made available. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

We are committed to delivering fresh, high-quality food products prepared to your specifications. In the event that your order does not meet our quality standards or an error occurs, we have established clear and fair procedures to address your concerns promptly.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (15 U.S.C. § 41 et seq.) and relevant state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. We evaluate refund requests based on the following eligibility criteria:

• Incorrect Order: You received items that do not match what you ordered (wrong sandwich, wrong size, missing ingredients).
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Allergen Concerns: An ingredient was included in your order despite a clearly communicated allergy or dietary restriction notation made at the time of ordering.
• Significant Preparation Errors: Your sandwich or food item was prepared in a materially different manner than specified and requested at the time of ordering.
• Failed or Duplicate Charges: Your payment method was charged more than once for the same order, or a charge was processed despite your order not being fulfilled.
• Delivery Not Received: Your order was confirmed and charged but never delivered within a reasonable time window and without a satisfactory explanation from our team or our delivery partner.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 below. Refund requests submitted outside the applicable window may not be honored at our discretion.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, we enforce strict timeframes for refund requests. Please act promptly if you experience an issue with your order:

We strongly recommend that you inspect your order immediately upon receipt. Requests submitted after these windows have closed will be reviewed on a case-by-case basis, and we cannot guarantee a refund or credit will be issued.

4. Non-Refundable Items and Situations

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

• Food items that have been fully consumed or substantially eaten prior to a complaint being made.
• Orders where personal taste preferences differ from the standard preparation of a menu item (e.g., you did not enjoy the flavor but received exactly what you ordered).
• Customization errors made by the customer at the time of ordering that were prepared correctly by our staff.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Gift cards and store credits once activated or redeemed.
• Delivery fees charged by third-party platforms (these must be disputed directly with the delivery service provider).
• Requests made after the applicable reporting window has elapsed without documented extenuating circumstances.
• Orders affected by customer-caused delays (e.g., customer was unavailable to receive delivery at the confirmed address and time).

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

Follow these steps to submit a refund request efficiently:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the incorrect, missing, or unsatisfactory item(s). If the issue involves food safety or quality, retain the packaging and any remaining food product if possible.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team using one of the following methods within the applicable reporting window:
   • Email: [email protected]
   • Website: primohagiesgo.rest
3. Step 3 — Provide Required Information: Include the following details in your refund request:
   • Full name and contact information used during ordering
   • Order number or confirmation number
   • Date and time of purchase
   • Description of the issue in detail
   • Photographs of the item(s) in question (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our team will send you an acknowledgment of your request within 1 business day. We may follow up with additional questions to better understand the situation.
5. Step 5 — Resolution: After reviewing your submission, we will notify you of our decision and the form of resolution we are able to offer. If your refund is approved, processing will begin immediately in accordance with the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to return to you depends on your original payment method:

Please note that while we initiate refunds promptly upon approval, your financial institution or payment processor may have its own posting schedule. Primo Hoagies is not responsible for delays caused by banks or third-party payment processors once the refund has been submitted from our end.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory while the remainder was prepared correctly.
• The customer has consumed a significant portion of the order before identifying an issue with only part of it.
• A promotional discount or coupon was applied to the original order, and the refund reflects only the amount actually paid for the specific affected item(s).
• Multiple items were ordered, but only specific items qualify under our refund eligibility criteria.
• A catering or bulk order was partially fulfilled to an acceptable standard, with only a subset of items presenting issues.

The amount of a partial refund will be calculated based on the pro-rated value of the affected items relative to the total order cost, excluding any service fees, delivery charges, or gratuity that may have been collected.

8. Exchange Policy

Where a refund may not be the most practical solution — particularly for in-store or local delivery orders — we are happy to offer an exchange or replacement in appropriate circumstances. Exchanges are subject to the following conditions:

• The exchange must be requested within the applicable reporting window outlined in Section 3.
• The replacement item will be prepared as soon as operationally possible, subject to our kitchen availability and store hours.
• Exchanges are offered at no additional cost to the customer when the original error was made by our team.
• If you prefer a different item of equal or lesser value as an exchange for a qualifying return, we will accommodate this request where possible.
• Exchanges for items of greater value may require the customer to pay the price difference.

Exchanges for delivery orders may require the customer to be present at the original delivery address or to arrange pickup from a nearby location. Our team will work with you to find a convenient resolution.

9. Cancellation Policy

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

9.1 Standard Orders

• Orders may be cancelled for a full refund if cancelled within 5 minutes of placement, before kitchen preparation has begun.
• Once preparation has started, cancellations may not be accepted, or a cancellation fee may apply at our discretion.
• Cancellations must be made by contacting us directly via email at [email protected] or through the website at primohagiesgo.rest.

9.2 Catering and Bulk Orders

• Catering orders cancelled 72 hours or more before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 72 hours in advance may be subject to a cancellation fee of up to 50% of the order total to cover preparation and ingredient costs already incurred.
• Cancellations made less than 24 hours before the scheduled time may not be refundable, as ingredients will have been purchased and preparation may have commenced.
• We may offer store credit in lieu of a cash refund for late catering cancellations, at our discretion.

9.3 Pre-Scheduled or Advance Orders

Orders placed in advance for a future date follow the cancellation windows applicable to catering orders, regardless of order size. Customers are encouraged to review their orders carefully before finalizing.

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, you have several avenues available to you:

10.1 Internal Escalation

Contact our customer service team at [email protected] and request that your case be escalated to a senior team member or manager for review. Please reference your original complaint or order number when doing so. We will provide a written response to escalated disputes within 5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you are entitled to a refund that we have not issued, you have the right to initiate a chargeback through your card issuer. We encourage you to contact us first to attempt resolution before initiating a chargeback, as this often leads to a faster and more favorable outcome for all parties.

10.3 Consumer Protection Agencies

Consumers in the United States have the right to file complaints with relevant regulatory bodies if they believe their consumer rights have been violated, including:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office — for state-level consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org

10.4 Third-Party Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar), and the issue involves the delivery service itself (e.g., late delivery, incorrect delivery), your primary recourse should be with that platform directly. We will cooperate with any investigation initiated by these platforms on your behalf.

11. Store Credit as an Alternative

In some cases, particularly where a cash or card refund is not possible under this policy, we may offer store credit as an alternative resolution. Store credits issued by Primo Hoagies:

• Are valid for use on any future order placed directly through primohagiesgo.rest or in-store.
• Do not expire within a period of 12 months from the date of issuance.
• Are non-transferable and may not be redeemed for cash.
• May not be applied toward delivery fees charged by third-party platforms.

12. Food Safety and Health Concerns

If you believe that a food item received from Primo Hoagies has caused or may have contributed to a foodborne illness or adverse health reaction, please:

1. Seek appropriate medical attention immediately if necessary.
2. Retain all packaging, receipts, and any remaining food product in a sealed container.
3. Contact us immediately at [email protected] with full details of your order and the health concern.
4. Consider reporting the issue to your local health department or the FDA's food safety reporting portal at www.fda.gov.

We take all food safety reports with the utmost seriousness and will cooperate fully with any investigation. Refunds in connection with validated food safety issues will be issued promptly.

13. Modifications to This Policy

Primo Hoagies reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at primohagiesgo.rest with a revised effective date. Your continued use of our services following any changes constitutes acceptance of the updated policy. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

For all refund inquiries, order issues, cancellations, or general questions about this policy, please reach out to us through the following channels: