Refund Policy

Last Updated: June 12, 2026

1. Introduction

At Primo Hoagies, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food products for each and every order. However, we understand that situations may arise where a refund or exchange is necessary. This Refund Policy explains your rights and our obligations when it comes to refunds, cancellations, and order disputes.

This policy applies to all orders placed through our website primo-hoagies.click and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Eligibility Conditions for Refunds

We want to make sure that every customer receives exactly what they ordered. A refund may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong sandwich, wrong size, wrong toppings, or missing items).
• Food Quality Issues: The food delivered or prepared was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Allergic Ingredients: An item contained an ingredient not listed in the order description that caused or could cause an allergic reaction, despite your clearly stated dietary restrictions at the time of ordering.
• Order Not Received: Your order was confirmed and charged but was never delivered or made available for pickup within the promised timeframe.
• Significant Delay: Your order was delayed beyond a reasonable and communicated timeframe, causing you to no longer need or want the food.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation such as photographs of the food, screenshots of the order confirmation, or other relevant evidence before processing a refund.

3. Timeframes for Refund Requests

To qualify for a refund, requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving your order.
• Consumed Orders: If the majority of a food item has been consumed and you then claim dissatisfaction, a refund will not be granted.
• Customization Errors by Customer: If you selected incorrect items, sizes, or customizations at the time of ordering, the resulting product is not eligible for a refund.
• Late Pickup: If you fail to pick up your order within the designated pickup window and the food deteriorates as a result, no refund will be issued.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, discount offer, or special deal may not be refundable unless they are defective or incorrect.
• Delivery Address Errors: If an order is undelivered due to an incorrect delivery address provided by the customer, no refund will be issued.
• Requests After Stated Deadlines: Refund requests submitted beyond the timeframes listed in Section 3 are generally not eligible.

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

Requesting a refund from Primo Hoagies is a straightforward process. Please follow these steps to ensure your request is handled as quickly as possible:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team via email at [email protected] or through the contact form on our website at primo-hoagies.click as soon as you identify an issue with your order.
2. Step 2 – Provide Order Details: Include your full name, order number, order date, and a clear description of the issue you experienced. The more detail you provide, the faster we can process your request.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs or screenshots that document the issue. For example, a photo of the incorrect item, a screenshot of a duplicate charge, or a photo showing food quality concerns.
4. Step 4 – Await Confirmation: Our team will acknowledge your refund request via email within 1–2 business days and inform you whether your request qualifies for a refund or requires further review.
5. Step 5 – Review and Decision: Our customer service team will evaluate your case, which may take up to 3–5 business days. We may follow up with additional questions during this period.
6. Step 6 – Refund Issued: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method:

Please note that while we process refunds from our end promptly, actual posting times may vary depending on your bank or financial institution's internal processing procedures. Primo Hoagies is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality, and the rest of the order was prepared correctly and to standard.
• An item was partially consumed before the issue was discovered.
• A delay affected only part of your order, while other items were delivered on time.
• A promotional discount was applied to the order, and only the non-discounted portion is eligible for a refund.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable handling or service fees. Our team will clearly communicate the partial refund amount to you before processing.

8. Exchange Policy

Because Primo Hoagies prepares fresh food products made to order, exchanges work differently compared to retail merchandise. Here is how our exchange policy operates:

• In-Store Orders: If you receive an incorrect item at one of our locations, please notify a team member immediately. We will remake your order at no additional charge, subject to availability.
• Online Orders (Pickup): If you arrive for pickup and find your order is incorrect, please speak with the staff before leaving the premises. Issues identified after leaving the location must be reported within 2 hours via email.
• Delivery Orders: Due to the perishable nature of our food, physical exchanges of delivered items are not possible. In such cases, a refund or store credit will be offered instead.

Exchanges are subject to the same eligibility conditions as refunds. We are committed to remaking your order correctly whenever feasible, as we want every customer to enjoy their Primo Hoagies experience to the fullest.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines below:

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Cancellations at this stage must be made within 5 minutes of placing the order, as our team begins preparation quickly after confirmation.
• After Preparation Has Begun: Once food preparation has started, cancellations may not be accepted, and refunds will not be issued, as the ingredients and labor have already been allocated to your order.
• Scheduled Orders: If you have placed a scheduled or advance order, you may cancel up to 1 hour before the scheduled preparation time to receive a full refund.

9.2 Catering and Group Orders

For large catering orders or group orders placed in advance, the following cancellation terms apply:

• Cancellations made 48 hours or more before the scheduled order: Full refund issued.
• Cancellations made 24–48 hours before the scheduled order: 50% refund issued.
• Cancellations made less than 24 hours before the scheduled order: No refund will be issued, as significant preparation and procurement costs have already been incurred.

10. Dispute Resolution Process

If you believe your refund request was handled incorrectly or you are not satisfied with the outcome of your request, Primo Hoagies offers the following dispute resolution process:

1. Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior member of our team. Please include "Dispute – Order #[Your Order Number]" in the subject line.
2. Management Review: A member of our management team will review your case within 5 business days and provide a written response with a final determination.
3. Credit Card Chargeback: If you remain unsatisfied after exhausting our internal resolution process, you have the right to contact your credit card company or bank to initiate a chargeback. We comply fully with all chargeback procedures required by payment networks and applicable U.S. law.
4. FTC Complaint: Consumers in the United States who believe their rights have been violated may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint.
5. State Consumer Protection Agencies: You may also contact your state's consumer protection agency. Depending on your state of residence, additional rights and remedies may be available to you under state consumer protection statutes.

We are committed to resolving all disputes fairly and promptly. Our goal is always to reach a mutually satisfactory outcome for both parties.

11. Store Credit Option

In some cases, rather than a monetary refund, we may offer store credit to be used toward a future order at Primo Hoagies. Store credit:

• Will be issued in the full amount of the approved refund.
• Is valid for a period of 12 months from the date of issuance.
• Can be applied to any order placed through primo-hoagies.click.
• Is non-transferable and has no cash redemption value.
• Cannot be combined with other promotional discounts unless otherwise stated.

Customers are not required to accept store credit and may opt for a monetary refund through their original payment method if they prefer and their request qualifies under this policy.

12. Policy Updates

Primo Hoagies reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of their rights and our obligations. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). Any disputes arising in connection with this policy shall be subject to the jurisdiction of the appropriate federal or state courts in the United States.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the contact details below. We are here to help and will do our best to respond to your inquiry as quickly as possible.