Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Introduction

At Primo Hoagies, we are committed to delivering fresh, high-quality hoagies and food products that meet and exceed our customers' expectations. We understand that occasionally an issue may arise with your order, and we want to ensure that every customer experience is handled with fairness, transparency, and efficiency.

This Refund Policy outlines the conditions under which refunds, exchanges, partial credits, and cancellations are granted. By placing an order with us — whether online, by phone, or in person — you acknowledge and agree to the terms described in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

We strive to resolve all customer concerns promptly. A refund may be issued under the following circumstances:

• You received an incorrect item that does not match your order confirmation.
• Your order arrived in an unsatisfactory condition, including spoiled, contaminated, or significantly damaged food items.
• A confirmed quality issue exists that is directly attributable to our preparation or handling process.
• Your order was not fulfilled or delivered within the agreed-upon timeframe and you no longer wish to receive it.
• A duplicate charge or billing error was made on your account.
• An item you ordered was listed as available but was unavailable at the time of preparation, and no suitable substitution was offered or accepted.

To be eligible for a refund, you must meet all of the following requirements:

1. The refund request must be submitted within the applicable timeframe specified in Section 3.
2. You must provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
3. The issue must be reported to us directly via the contact information provided in Section 10 of this policy.
4. You must cooperate with any reasonable investigation or verification process initiated by our team.

3. Timeframes for Refund Requests

Due to the perishable nature of our food products, refund requests must be submitted within a specific window. Requests submitted outside these timeframes may not be honored.

We strongly encourage all customers to inspect their orders upon receipt and contact us immediately if any issue is observed. Given the nature of perishable food, delays in reporting an issue significantly reduce our ability to verify and resolve the claim.

4. Non-Refundable Items and Services

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

• Consumed or partially consumed items: Food items that have been substantially consumed are not eligible for a refund unless a verifiable quality or safety defect is confirmed.
• Customer preference dissatisfaction: Refunds are not issued for personal taste preferences when the item was prepared according to the stated ingredients and specifications.
• Special or custom orders: Customized orders made to your specific instructions (e.g., specific toppings, portion sizes, allergen modifications) are non-refundable unless a preparation error occurred on our part.
• Promotional or discounted items: Items purchased at a promotional discount or as part of a limited-time offer may be non-refundable or subject to store credit only.
• Third-party delivery fees: Delivery service fees charged by third-party platforms are not refundable through Primo Hoagies. You must contact the applicable delivery platform directly for fee disputes.
• Gift cards and store credit: Gift card purchases and issued store credits are non-refundable and non-transferable for cash.
• Late cancellations: Orders canceled less than 4 hours before their scheduled fulfillment time are not eligible for a full refund (see Section 8).

5. How to Request a Refund (Step-by-Step)

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

1. Step 1 — Contact Us Immediately: Reach out to our customer support team as soon as the issue is identified. You can contact us via email at [email protected] or visit our website at primohoagiesnew.rest.
2. Step 2 — Provide Your Order Information: Include the following details in your request:
   • Full name used when placing the order
   • Order number or confirmation ID
   • Date and time of the order
   • Method of payment
   • Description of the issue
3. Step 3 — Submit Supporting Evidence: Where applicable, attach photographic or video evidence of the issue (e.g., incorrect item, damaged food, packaging concerns). This significantly helps expedite the resolution process.
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1 business day of receipt. We may follow up with additional questions to verify your claim.
5. Step 5 — Resolution Decision: After reviewing your request, we will notify you via email of the outcome — whether a full refund, partial refund, store credit, or replacement has been approved.
6. Step 6 — Refund Issued: Approved refunds will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the actual posting of funds to your account may depend on your financial institution or payment processor and may take additional time beyond our stated processing window.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was prepared and delivered as expected.
• The item was partially consumed before the issue was identified, and the defect affected only part of the product.
• A promotional discount was applied to the order, and only a portion of the full-priced amount is eligible for reimbursement.
• An item was missing from a multi-item order, and the refund applies only to the cost of the missing item(s).
• A late cancellation was submitted, and a partial refund is offered in accordance with our cancellation policy.

The exact amount of any partial refund will be communicated clearly to the customer during the resolution process. We are committed to being fair and transparent in all partial refund determinations.

8. Cancellation Policy

We understand that plans change. The following cancellation guidelines apply to orders placed with Primo Hoagies:

8.1 Standard Orders

Orders may be canceled free of charge if the cancellation request is submitted at least 4 hours before the scheduled pickup or delivery time. A full refund will be issued for qualifying cancellations.

8.2 Catering and Large Group Orders

For catering orders or orders exceeding a certain quantity threshold, a cancellation notice of at least 24 hours before the scheduled fulfillment time is required to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

8.3 Late Cancellations

Cancellations received less than 4 hours before a standard order's scheduled fulfillment may not qualify for a full refund. In such cases, we may issue a partial refund or store credit at our discretion, based on how far into the preparation process your order was at the time of cancellation.

8.4 Orders Already in Preparation

Once an order has entered the active preparation stage, cancellations may not be accepted. If a cancellation is nonetheless approved under exceptional circumstances, a partial refund or store credit may be offered.

9. Exchange Policy

Due to the perishable and time-sensitive nature of our food products, direct exchanges are handled on a case-by-case basis. If you received an incorrect item or an item that did not meet our quality standards, we will prioritize one of the following resolutions:

• Replacement: We will prepare and send a replacement item as quickly as possible, subject to availability and operating hours.
• Store Credit: If a replacement is not feasible at the time of your request, we will issue store credit equivalent to the value of the affected item(s).
• Refund: If neither a replacement nor store credit is suitable, a refund will be processed in accordance with the terms of this policy.

We do not accept the physical return of food items due to health, safety, and hygiene regulations. Please do not return food products to our location unless specifically instructed to do so by a member of our team.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Primo Hoagies provides a structured escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may escalate the matter by sending a detailed written complaint to [email protected] with the subject line "Refund Dispute — [Your Order Number]". A senior member of our customer experience team will review the matter and respond within 3 business days.

10.2 Chargeback Rights

You retain the right to file a chargeback with your credit card issuer or bank if you believe a charge was unauthorized or that your consumer rights have been violated. However, we ask that you first contact us directly and allow us an opportunity to resolve the matter before initiating a chargeback.

10.3 Consumer Protection Agencies

Customers in the United States who believe their consumer rights have been violated may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or with their applicable state attorney general's office or consumer protection bureau.

10.4 Governing Law

This Refund Policy shall be governed by and interpreted in accordance with the laws of the United States of America. Any disputes not resolved through internal escalation shall be subject to binding arbitration or resolved in a court of competent jurisdiction within the United States, as required by applicable law.

11. Changes to This Refund Policy

Primo Hoagies reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at primohoagiesnew.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage all customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of those changes.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or questions about this policy, please contact our customer support team using the following details: