Refund Policy
Your satisfaction is our priority. Learn about our refund and return policies.
1. Overview
At Wing Snob, we are committed to providing exceptional food quality and customer service. We understand that occasionally, issues may arise with your order that warrant a refund or exchange. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds.
Our Customer Satisfaction Guarantee
We stand behind the quality of our food and service. If you are not completely satisfied with your Wing Snob experience, we will work with you to make it right through refunds, exchanges, or other appropriate remedies.
This policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases. Please read this policy carefully to understand your rights and our procedures.
2. Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Time Frame Requirements
- Food Quality Issues: Must be reported within 2 hours of order pickup/delivery
- Order Errors: Must be reported within 1 hour of order pickup/delivery
- Delivery Issues: Must be reported within 30 minutes of scheduled delivery time
- General Complaints: Must be reported within 24 hours of purchase
Product Condition Requirements
- Food items must be substantially uneaten (less than 25% consumed)
- Original packaging and receipt must be available for inspection
- Items must not have been contaminated or tampered with
- Temperature-sensitive items must have been properly stored
Proof of Purchase
- Valid receipt or order confirmation number required
- Photo evidence may be requested for quality-related issues
- Credit card statement acceptable for lost receipt situations
3. Non-Refundable Items and Services
The following items and services are not eligible for refunds under normal circumstances:
Food Items
- Custom or special orders that were prepared correctly
- Items consumed beyond 25% of the original portion
- Foods returned more than 2 hours after pickup/delivery
- Items that were modified per customer request
- Promotional or discounted items (unless defective)
Services
- Delivery fees (unless delivery was not completed)
- Service charges and tips
- Processing fees for online orders
- Catering deposits (separate catering policy applies)
- Gift card purchases
Special Circumstances
Non-refundable items may be eligible for refund in cases of food poisoning, severe allergic reactions, or other health and safety issues. Each case will be reviewed individually.
4. Refund Request Process
Follow these steps to request a refund:
| Step | Action Required | Timeline |
|---|---|---|
| 1. Contact Us | Call +1 913-384-5998 or email [email protected] | Within eligibility timeframe |
| 2. Provide Information | Order number, receipt, description of issue | During initial contact |
| 3. Documentation | Submit photos if requested by staff | Within 24 hours |
| 4. Review Process | We review your request and verify eligibility | 1-2 business days |
| 5. Resolution | Refund approved/denied notification sent | 2-3 business days |
Required Information for Refund Requests
- Full name and contact information
- Order number and date of purchase
- Detailed description of the issue
- Items to be refunded
- Preferred refund method
- Photos (if applicable)
5. Refund Processing Methods
Approved refunds will be processed using the following methods and timeframes:
Original Payment Method
- Credit/Debit Cards: 3-5 business days
- Digital Wallets: 2-3 business days
- Gift Cards: Immediate credit to account
- Cash Purchases: Cash refund available in-store
Alternative Refund Methods
- Store Credit: Immediate, no expiration
- Gift Card: Immediate, 12-month expiration
- Account Credit: For registered customers
Processing Timeframes
Business Days: Monday-Friday, excluding holidays
Weekend/Holiday Orders: Processing begins next business day
Bank Processing: Additional 1-3 days may be required by your financial institution
Note: Refunds will be processed in the same currency and to the same payment method used for the original purchase unless otherwise specified and agreed upon.
6. Exchanges vs. Refunds
In many cases, we may offer exchanges as an alternative to refunds:
When Exchanges Are Preferred
- Order preparation errors
- Wrong items delivered
- Temperature issues (cold food)
- Minor quality concerns
- Size or flavor preference changes
Exchange Benefits
- Immediate replacement available
- No waiting for refund processing
- Same-day resolution possible
- Customer satisfaction maintained
- No additional charges for corrections
Exchange Process
Exchanges can often be processed immediately during your visit or within the same day for delivery orders. Contact us as soon as possible to arrange an exchange.
Upgrade/Downgrade Policy
If exchanging for a higher-value item, you'll pay the difference. If exchanging for a lower-value item, you'll receive a credit for the difference or partial refund.
7. Damaged or Defective Items Policy
Items that arrive damaged or are defective receive special handling:
Immediate Action Required
- Do not consume damaged or questionable items
- Contact us immediately upon discovery
- Preserve items and packaging for inspection
- Take photos of the damage if safe to do so
Health and Safety Priority
Your Safety First
If you suspect food poisoning, allergic reaction, or other health issues from our food, seek medical attention immediately and contact us as soon as possible. We take all health and safety concerns seriously.
Expedited Processing
- Damaged item reports receive priority handling
- Same-day replacement when possible
- Full refund plus delivery credit for inconvenience
- No questions asked for obvious damage/defects
Investigation Process
For serious defects or health concerns, we may:
- Request items be held for inspection
- Conduct internal quality review
- Work with suppliers to prevent recurrence
- Provide additional compensation as appropriate
8. Contact Information for Refund Requests
Phone Support
- For immediate issues: Call during business hours
- Average wait time: Less than 5 minutes
- Languages: English, Spanish
- Emergency line: Same number, select option 1
Email Support
- Response time: Within 4 hours during business days
- Include: Order number and photos
- Subject line: "Refund Request - [Order Number]"
- Follow-up: Within 24 hours if no response
In-Person Support
Location: 3936 W 69th Terrace, Prairie Village, KS 66208, USA
Store Hours: Monday-Friday 9AM-6PM
Visit our location for immediate assistance with refunds, exchanges, or to speak with a manager.
Important Notes
- Keep your receipt and order confirmation for faster service
- Take photos of quality issues before disposal
- Be prepared to provide detailed information about the issue
- Refund decisions are typically made within 1 business day
9. Additional Terms and Conditions
Policy Updates
This refund policy may be updated periodically. The most current version will always be available on our website. Significant changes will be communicated to customers via email.
Dispute Resolution
If you are not satisfied with our refund decision, you may request a review by our management team. All disputes will be handled fairly and in accordance with applicable consumer protection laws.
Legal Rights
This policy does not limit your legal rights under applicable consumer protection laws. If you believe you have been treated unfairly, you may contact local consumer protection agencies.
Effective Date: January 1, 2026
Last Updated: January 1, 2026