Refund Policy

At Primo Hoagies, we are committed to delivering fresh, high-quality food products and an exceptional customer experience. We understand that issues may occasionally arise with your order, and this Refund Policy outlines the conditions under which we accept refund requests, how to submit them, and what you can expect throughout the process. Please read this policy carefully before placing an order through our website at primohagiesgo.click.

1. Overview and Our Commitment to Customer Satisfaction

Primo Hoagies takes pride in the quality and freshness of every item we prepare and deliver. Because we deal in perishable food products, our refund policy is designed to balance fairness to our customers with the practical realities of food service operations. We encourage all customers to review their orders upon receipt and contact us promptly if there is a concern.

This policy applies to all purchases made through our website, mobile platform, or any affiliated ordering channel associated with primohagiesgo.click. By placing an order with us, you agree to the terms set forth in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive practices in commerce. We are committed to honoring all applicable consumer rights under these regulations.

2. Eligibility Conditions for Refunds

Not every order situation automatically qualifies for a refund. To be eligible for a refund from Primo Hoagies, one or more of the following conditions must be met:

• Incorrect Order: You received items that do not match what you ordered (wrong sandwich, wrong toppings, wrong size, or missing components).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issue: The food received was demonstrably below our quality standards — for example, spoiled, improperly prepared, or containing foreign materials.
• Allergic Ingredient Error: An item was prepared with an ingredient you explicitly requested to be excluded due to an allergy or dietary restriction, which was clearly communicated at the time of ordering.
• Failed Delivery: Your order was never delivered through our delivery service and was confirmed undelivered by the delivery provider.
• Significant Delivery Delay: Your order arrived in an unreasonably poor condition as a direct result of an excessive and verified delivery delay caused by our service.
• Duplicate Charge: You were charged more than once for the same order due to a system or payment processing error.

Refund eligibility is assessed on a case-by-case basis. Primo Hoagies reserves the right to request photographic or other evidence to support a refund claim before processing.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within specific timeframes to be considered valid:

Requests submitted after these windows may not be honored, as food products cannot be assessed for quality after a significant period of time has passed. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds under any conditions. These include:

• Change of Mind: Refunds are not issued simply because a customer changed their mind about an order after preparation has begun.
• Customization Dissatisfaction: If you requested a specific customization and the item was prepared correctly according to your instructions, but you are unhappy with the result, no refund will be issued.
• Consumed Orders: Orders that have been substantially consumed before a complaint is raised are generally not eligible for a full refund.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery app (such as DoorDash, Uber Eats, or Grubhub), refunds must be processed through that platform's own refund policy, as Primo Hoagies does not have direct control over those transactions.
• Promotional or Discounted Items: Items purchased at a discounted rate through promotional campaigns may be non-refundable unless there is a verified quality or fulfillment error.
• Gift Cards and Loyalty Credits: Purchased gift cards and issued loyalty credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through our service.

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

If you believe your order qualifies for a refund based on the eligibility conditions above, please follow these steps:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the order as received, including packaging, the items themselves, and any visible defects or discrepancies. This documentation greatly assists our team in processing your request quickly.
2. Step 2 — Contact Our Customer Service Team: Reach out to us via email at [email protected] or visit our website at primohagiesgo.click. In your message, include your full name, order number, date and time of order, a description of the issue, and attach your photographic evidence.
3. Step 3 — Await Confirmation: Our customer service team will acknowledge your refund request within 1 business day. You will receive a reference number for your claim.
4. Step 4 — Review and Decision: Our team will review your submission, assess the validity of the claim, and may contact you for additional information if necessary. A decision will typically be communicated within 3–5 business days of receiving all required information.
5. Step 5 — Refund Issuance: If your refund is approved, it will be processed using the original payment method. You will receive a written confirmation of the refund amount and expected processing timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account varies depending on the payment method used:

Please note that Primo Hoagies initiates the refund on our end within the timeframes described above. However, the actual appearance of the credit in your account is subject to your bank's or payment provider's processing timelines, which are outside of our control.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A portion of the food was consumed before a quality issue was identified.
• The issue reported affects the presentation but not the safety or fundamental quality of the product.
• A discount, voucher, or promotional credit was applied to the original order, in which case the refund may reflect the net amount paid.

The specific partial refund amount will be determined by our customer service team based on the nature and extent of the issue reported, and will be communicated to you prior to processing.

8. Exchange Policy

In cases where a food item was prepared incorrectly or was below quality standards, Primo Hoagies may offer a replacement item as an alternative to a monetary refund, subject to the following conditions:

• The exchange request must be made within 2 hours of receiving the original order.
• Replacement items will be prepared and delivered or made available for pickup at no additional charge to the customer.
• Exchanges are offered at our discretion and may not always be feasible depending on location, time of day, or operational capacity.
• A customer may choose a monetary refund instead of an exchange at the time the offer is made. Once an exchange has been accepted and fulfilled, no further monetary refund will be issued for that item.
• Exchanges do not apply to items that were consumed, substantially altered by the customer, or where the complaint was not made in a timely manner.

9. Cancellation Policy

Given the nature of freshly prepared food, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online and App Orders

• You may cancel your order within 5 minutes of placing it, provided that preparation has not yet commenced.
• If preparation has already begun, cancellation is not possible and no refund will be issued.
• To cancel, contact us immediately via email at [email protected] or through the order management section on primohagiesgo.click.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation resources will have already been allocated.

9.3 In-Store Orders

Orders placed in person at a Primo Hoagies location cannot be cancelled once they have been submitted to the kitchen. Please confirm your order carefully before finalizing it with our staff.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process:

1. Internal Escalation: Request that your case be escalated to a senior customer service manager by noting this in your follow-up email to [email protected]. Include your original claim reference number.
2. Supervisory Review: A member of our management team will review your case independently and respond within 5 business days with a final internal determination.
3. Consumer Protection Agencies: If you believe our response is inconsistent with your consumer rights, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your respective state's consumer protection office.
4. Payment Dispute (Chargeback): You retain the right to initiate a chargeback through your credit card issuer or payment provider if you believe you have been charged unfairly. We encourage you to exhaust our internal process first, as chargebacks can be a lengthy process for all parties involved.
5. Legal Remedies: Nothing in this policy limits your right to pursue legal remedies available to you under applicable United States federal and state law.

11. Fraudulent Claims

Primo Hoagies takes the integrity of our refund system seriously. Customers found to be submitting false, exaggerated, or fraudulent refund claims may have their account suspended and may be prohibited from placing future orders. Repeated or egregious abuse of our refund process may be referred to the appropriate legal authorities in accordance with applicable United States law.

12. Policy Updates

Primo Hoagies reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at primohagiesgo.click with an updated effective date. Your continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns regarding your order, please contact our customer service team using the details below:

Our customer service team is available to assist you and aims to respond to all inquiries within 1 business day. When contacting us, please have your order number, date of purchase, and a description of the issue ready to help us serve you more efficiently.