Refund Policy

1. Overview

At Wing Snob, we are committed to providing exceptional food and service to every customer. We understand that occasionally issues may arise, and we want to ensure your complete satisfaction with our products and services. This refund policy outlines the terms and conditions under which refunds and exchanges may be granted.

This policy applies to all food items, beverages, catering services, and merchandise purchased from Wing Snob, whether ordered in-person, online, or through third-party delivery platforms. Please read this policy carefully before making your purchase.

2. Eligibility for Refunds

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• Dine-in and takeout orders: Refund requests must be made within 24 hours of purchase
• Catering orders: Refund requests must be made within 48 hours of the scheduled event
• Advance orders: Cancellation requests must be made at least 2 hours before scheduled pickup/delivery time
• Online orders: Refund requests must be initiated within 2 hours of order placement or before preparation begins

Valid Reasons for Refunds

• Food quality issues (undercooked, overcooked, spoiled, or contaminated items)
• Incorrect order delivered or prepared
• Missing items from your order
• Allergic reaction due to undisclosed ingredients
• Service failures resulting in significant delay or inability to fulfill order
• Damaged or defective merchandise
• Billing errors or duplicate charges

Required Documentation

All refund requests must include:

• Original receipt or order confirmation number
• Clear description of the issue
• Photographic evidence (when applicable)
• Date and time of purchase
• Contact information for follow-up

3. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Consumed food items: Items that have been partially or completely consumed cannot be refunded unless there was a quality issue
• Custom orders: Specially prepared or customized items made to specific customer requirements
• Gift cards: All gift card sales are final and non-refundable
• Promotional items: Free items received as part of promotions or discounts
• Late cancellations: Orders cancelled less than 2 hours before scheduled pickup/delivery
• Change of mind: Items returned simply due to customer preference change
• Third-party delivery fees: Delivery charges paid to external delivery services
• Past event catering: Catering services for events that have already occurred

4. Refund Request Process

Follow these steps to request a refund:

Step 1: Immediate Issues

If you experience an issue with your order while still in our restaurant, please inform a staff member immediately. We will address the problem on the spot whenever possible.

Step 2: Contact Our Support Team

For refund requests, contact us through any of the following methods:

• Phone: Call us at +81 571 436 3896
• Email: Send details to [email protected]
• In-person: Visit our location at 2944 E 12th St Unit A, Austin, TX 78702
• Online form: Submit a request through our contact page

Step 3: Provide Required Information

Include the following in your refund request:

• Order number or receipt details
• Date and time of purchase
• Detailed description of the issue
• Photos (if applicable)
• Your contact information
• Preferred refund method

Step 4: Review and Processing

Our team will review your request and respond within 24 hours. We may request additional information or evidence to process your refund.

Step 5: Resolution

Once approved, refunds will be processed according to the timelines outlined in the Refund Methods section below.

5. Refund Methods and Timeframes

Refund Processing Methods

Refunds will be processed using the following methods, in order of preference:

• Original payment method: Refunds will be issued to the same payment method used for the original purchase
• Store credit: When original payment method is unavailable, store credit may be issued
• Cash refund: For cash purchases, refunds will be provided in cash (in-person only)
• Bank transfer: In special circumstances, direct bank transfers may be arranged

Processing Timeframes

• Cash refunds: Immediate (when processed in-person)
• Credit/debit cards: 3-5 business days for refund to appear on statement
• Digital payments (PayPal, etc.): 1-3 business days
• Store credit: Immediate issuance
• Bank transfers: 2-7 business days depending on bank

6. Exchange Policy

In some cases, exchanges may be more appropriate than refunds:

When Exchanges Are Offered

• Incorrect food items can be exchanged for the correct order
• Defective merchandise can be exchanged for identical items
• Different size or flavor preferences (subject to availability)
• Temperature issues with hot or cold items

Exchange Process

• Contact us immediately when the issue is discovered
• Return the incorrect or defective item (when possible and safe)
• Receive replacement item at no additional charge
• Exchange must be of equal or lesser value

Exchange Limitations

• Exchanges must be completed within the same business day when possible
• Limited to items of equal or lesser value
• Subject to ingredient availability
• Cannot be combined with other promotions or discounts

7. Damaged or Defective Items Policy

We take special care to address issues with damaged or defective products:

Food Safety Issues

If you receive food that appears spoiled, contaminated, or poses a health risk:

• Stop consumption immediately and do not continue eating
• Preserve the item for inspection if safe to do so
• Contact us immediately at +81 571 436 3896
• Document with photos and keep your receipt
• Seek medical attention if you feel unwell

Temperature-Related Issues

• Cold food served hot or hot food served cold
• Frozen items that have thawed during delivery
• Items that don't meet our temperature standards

Packaging and Presentation Issues

• Damaged packaging that affects food safety
• Spilled or leaked items
• Missing components or condiments
• Incorrect labeling or allergen information

8. Contact Information for Refund Support

Our customer support team is ready to assist you with any refund requests or concerns:

Best Practices for Contacting Support

• Have your receipt ready: Order number, date, and amount help us locate your purchase quickly
• Be specific: Provide detailed descriptions of the issue you experienced
• Include photos: Visual evidence helps us understand and resolve issues faster
• Be patient: We aim to respond within 24 hours but complex issues may take longer to investigate
• Follow up: If you don't hear back within 48 hours, please contact us again

Escalation Process

If you're not satisfied with the initial response to your refund request:

• Ask to speak with a manager or supervisor
• Request escalation to our customer service manager
• Provide feedback through our online channels
• Contact our corporate office for serious concerns

Documentation for Your Records

We recommend keeping the following for your records:

• Original receipts and order confirmations
• Photos of any issues or defective items
• Email correspondence with our support team
• Case or reference numbers provided by our team
• Refund confirmation when processed

Policy Updates and Modifications

This refund policy is effective as of January 2026 and may be updated periodically to reflect changes in our business practices, legal requirements, or to improve customer service. We will notify customers of significant changes through our website and in-store notices.

For the most current version of our refund policy, please visit our website at chick-wingsnobs.click or ask a staff member for a printed copy during your visit.

Last Updated: January 15, 2026