Refund Policy

At Primo Hoagies, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that sometimes things do not go as expected, and we want to make sure you feel confident and satisfied with every order. This Refund Policy explains your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution in connection with orders placed through our website at primohoagiescafe.click or directly at our location.

Please read this policy carefully before placing your order. By completing a purchase with Primo Hoagies, you agree to the terms outlined below. If you have any questions, our team is always here to help.

1. Our Commitment to Quality

Primo Hoagies takes pride in preparing every hoagie, sandwich, and menu item with fresh ingredients and consistent care. Because we handle perishable food products, our refund policy is designed to balance customer satisfaction with the practical realities of food service. We follow all applicable United States federal and state consumer protection regulations, including guidelines established by the Federal Trade Commission (FTC), to ensure our practices are fair and transparent.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied. A refund or remedy 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 missing upon pickup or delivery.
• Food Quality Issues: The food you received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Allergic Ingredient Included in Error: An allergen or ingredient you specifically requested to be excluded was included in your order, causing a documented concern.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Failed Online Transaction: Your payment was processed but no order confirmation was received and no order was prepared.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting evidence such as photos, order numbers, or receipts before processing any refund.

3. Timeframes for Refund Requests

Timely reporting is essential for food-related concerns. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these windows may not be eligible for a refund. We strongly encourage you to inspect your order upon receipt and contact us as soon as possible if an issue arises.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: You changed your mind after the order was prepared or is in the process of being prepared.
• Incorrect Customization Submitted: You entered incorrect customization options (ingredients, sizes, quantities) at the time of ordering, and the order was prepared correctly according to your submission.
• Consumed Orders: The food item has been substantially or entirely consumed before a complaint is made (except in cases of documented illness or food safety concerns).
• Delays Outside Our Control: Delivery delays caused by third-party delivery services, weather, traffic, or other external circumstances beyond our control.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, discounted combo, or gift card redemption (unless a qualifying quality issue exists).
• Minor Variations in Appearance: Slight differences in the visual presentation of a food item that do not affect quality, taste, or safety.
• Digital Gift Cards: Once purchased and delivered electronically, digital gift cards are non-refundable.

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

Requesting a refund with Primo Hoagies is simple. Follow the steps below to ensure your claim is processed efficiently:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • Your payment method (credit card, debit card, online payment, etc.)
   • A clear description of the issue
   • Photographs of the item(s) if applicable (especially for quality or incorrect order complaints)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: primohoagiescafe.click
3. Submit Your Claim: Provide all relevant details, including your order number, a description of the problem, and any supporting photos or documentation. The more detail you provide, the faster we can assist you.
4. Await Review: Our team will review your submission within 1–2 business days. We may follow up with additional questions or requests for clarification.
5. Receive a Decision: Once your claim has been reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or a replacement order, depending on the circumstances.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, your bank or financial institution may have its own processing timelines over which we have no control. If you have not received your refund after the estimated period, we recommend contacting your bank or card issuer first, then reaching out to us if the issue persists.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following cases:

• Only one or a few items from a larger order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only part of the order.
• A late cancellation was made for a catering or pre-order where preparation had already begun.
• An add-on or extra ingredient was missing but the base item was received correctly.
• A discount, coupon, or promotional code was applied that reduces the refundable amount.

Partial refund amounts will be calculated based on the proportional value of the affected items, minus any applicable discounts or promotions used at the time of purchase.

8. Exchange Policy

We are happy to offer exchanges or replacement orders in appropriate circumstances. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and provide the correct item at no additional charge. This is the preferred resolution for in-store or nearby pickup orders.
• Quality Issues: If your food item did not meet our quality standards, we will offer a replacement at our discretion, subject to availability and verification of the issue.
• Substitutions: If a specific ingredient is unavailable at the time of your order, our team will contact you to offer a suitable substitution. If no acceptable substitution is available, a full refund will be offered for the affected item.

Exchanges must be requested within the same timeframes as refund requests (see Section 3). We are unable to guarantee exact ingredient availability for replacements, but we will always strive to meet your expectations.

9. Cancellation Policy

We understand plans change. Here is how our cancellation policy works for different types of orders:

9.1 Standard (Single) Orders

Standard individual orders placed online or in-store may be cancelled within 5 minutes of the order being placed, provided preparation has not yet begun. Once our kitchen staff begins preparing your order, cancellation is no longer possible and no refund will be issued for a change-of-mind cancellation.

To cancel a standard order, contact us immediately by email at [email protected] with your order number and request.

9.2 Pre-Orders and Scheduled Orders

Pre-orders or scheduled orders (e.g., orders placed for a future pickup or delivery time) may be cancelled with a full refund if the cancellation is made at least 24 hours before the scheduled time.

Cancellations made between 12 and 24 hours before the scheduled time may receive a 50% refund or store credit.

Cancellations made less than 12 hours before the scheduled time are generally not eligible for a refund, as preparation or sourcing may have already begun.

9.3 Catering Orders

Catering orders require a minimum 48-hour advance cancellation notice for a full refund. Cancellations with less than 48 hours notice will be evaluated on a case-by-case basis, and refunds may be partial or denied depending on the stage of preparation and ingredient procurement.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our structured dispute resolution process before pursuing external remedies:

1. Step 1 — Internal Review Request: Email us at [email protected] with the subject line "Refund Dispute – [Your Order Number]" and explain why you believe the initial decision was incorrect. Include any additional evidence or documentation.
2. Step 2 — Management Review: A senior member of our team will conduct a secondary review of your case within 3–5 business days and provide a written response with a final decision.
3. Step 3 — Chargeback or Third-Party Mediation: If you remain unsatisfied after our internal review, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. We will cooperate fully with your financial institution during any such process and provide all relevant documentation.
4. Step 4 — Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

We are committed to resolving all disputes fairly, professionally, and in a timely manner. Our goal is always to find a resolution that leaves you satisfied with your experience at Primo Hoagies.

11. Food Safety and Health Concerns

Your safety is our highest priority. If you believe you have experienced a food safety issue — including illness, allergic reaction, or contamination — please:

• Seek medical attention immediately if necessary.
• Contact us as soon as possible at [email protected] with details of your experience.
• Preserve any remaining food items if possible, as this may assist in our internal quality review.
• You may also contact your local health department or the U.S. Food and Drug Administration (FDA) to report a food safety concern.

In verified food safety cases, we will prioritize your claim and work swiftly to provide an appropriate remedy.

12. Changes to This Policy

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

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions regarding this policy, please contact us using the details below. Our customer service team is ready to assist you and is committed to responding promptly.

Last reviewed and updated: July 18, 2026. Thank you for choosing Primo Hoagies. We value your trust and look forward to serving you.