Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Overview

At Primo Hoagies, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality food products for every order. Because our products are perishable food items prepared to order, our refund policy is necessarily different from those of non-food retailers. This Refund Policy explains your rights, our obligations, and the procedures involved when requesting a refund, exchange, or cancellation.

We are committed to resolving any issues fairly and promptly in accordance with applicable consumer protection standards under the FTC Act and relevant state regulations in the United States.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong sandwich, wrong size, wrong ingredients).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food item was spoiled, contaminated, or clearly not prepared in accordance with food safety standards.
• Allergic Ingredient Errors: You specifically requested the omission of an allergen and the item was prepared with that allergen included, causing potential harm or requiring disposal of the product.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: Your delivery order was confirmed but never arrived, and the issue has been verified by our team.
• Technical Errors: A system error on our website caused an incorrect charge or order confirmation.

To be eligible for a refund, you must meet the following criteria:

1. The refund request must be submitted within the applicable timeframe described in Section 3 below.
2. You must provide sufficient evidence (such as photos, order confirmation numbers, or descriptions) to support your claim.
3. The issue must not be the result of customer error (e.g., incorrect customization choices made at checkout).

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may be denied at our discretion, except where required otherwise by applicable law. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Orders that have been prepared and are correct but you no longer wish to consume.
• Partially Consumed Items: Food items that have been partially eaten and do not demonstrate a quality defect or preparation error.
• Customer-Specified Customizations: Errors resulting from customization instructions provided incorrectly by the customer at checkout.
• Promotional or Discounted Items: Items purchased under special promotional pricing that are marked as final sale at the time of purchase.
• Delivery Fees: Third-party delivery fees are generally non-refundable unless the delivery failure was caused directly by Primo Hoagies.
• Service or Platform Fees: Any applicable platform or convenience fees charged during checkout.
• Gift Cards and Vouchers: Purchased gift cards or promotional vouchers are non-refundable once activated or redeemed.

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

To request a refund, please follow these steps carefully:

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 timing of the actual credit appearing in your account depends on your financial institution or payment processor. We are not responsible for delays caused by banks or third-party payment platforms.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were affected by an error or quality issue.
• A food item was partially correct but missing specific requested modifications (e.g., a missing topping or condiment).
• The customer consumed a portion of the item before identifying the concern.
• The issue is determined to be a minor preparation discrepancy rather than a material error.
• A promotional discount was applied to the order, and the refund will reflect only the amount actually paid.

The amount of a partial refund will be determined at the sole discretion of Primo Hoagies' customer service team based on the nature and extent of the issue reported. We will always aim to offer a fair and reasonable resolution.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, direct item-for-item exchanges are generally not available once an order has been prepared and delivered or picked up. However, we strive to make things right in the following ways:

• In-Store Replacement: If you have picked up your order and identify an error before leaving the location, we will remake your order at no additional charge.
• Reorder Credit: In cases where a replacement is not feasible (e.g., delivery orders), we may offer a store credit of equal value to the affected item(s), which can be applied to a future order.
• Same-Day Remake: For certain local delivery orders within a reasonable distance, we may, at our discretion, offer to send a replacement item on the same day, subject to availability.

Exchange requests must be submitted within the same timeframes listed in Section 3 of this policy.

9. Cancellation Policy

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

9.1 Online Orders

• Cancellation Window: Orders may be cancelled within 5 minutes of placement, provided preparation has not yet begun. After this window, cancellation may not be possible.
• To cancel an order, contact us immediately at [email protected] or through our website at hoagies-primo.click.

9.2 Scheduled or Pre-Orders

• Orders scheduled in advance for a future date or time may be cancelled up to 2 hours before the scheduled preparation time without penalty.
• Cancellations made less than 2 hours before the scheduled time may not be eligible for a full refund.

9.3 Catering and Group Orders

• Catering or large group orders must be cancelled at least 48 hours in advance for a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a 50% cancellation fee.
• Cancellations made less than 24 hours before the scheduled service time are non-refundable, as ingredients and preparation will have already commenced.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in good faith and in a timely manner. If you are unsatisfied with the outcome of your refund request, please follow the steps below:

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or the resolution offered is unsatisfactory, you may request an internal escalation by replying to our email response and stating clearly that you wish to escalate your complaint. A senior member of our team will review your case within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank in accordance with applicable consumer protection laws and the policies of your financial institution. We encourage customers to first attempt resolution directly with us before initiating a chargeback, as we are committed to fair resolution.

10.3 FTC and Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state Attorney General's Consumer Protection Division

10.4 Informal Resolution Preference

Prior to initiating any formal legal proceedings, both parties agree to attempt to resolve disputes through good-faith negotiation. Customers are encouraged to provide written notice of any unresolved dispute to our contact email before pursuing external remedies.

11. Policy Amendments

Primo Hoagies reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are committed to responding to all requests promptly and professionally.

This Refund Policy was last updated on June 12, 2026, and applies to all orders placed through hoagies-primo.click. This policy complies with applicable United States federal consumer protection standards as administered by the Federal Trade Commission (FTC).