Refund Policy

Last Updated: April 15, 2024

At Firehouse Sandwiches CA, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the circumstances under which we will provide refunds for orders placed through our website, mobile application, or over the phone for delivery or pickup services throughout California.

1. Order Satisfaction Guarantee

Your satisfaction is our priority. If you are not completely satisfied with your order for any reason, please contact us within the timeframes specified below, and we will work to resolve the issue promptly.

2. Eligible Refund Situations

You may be eligible for a full or partial refund in the following situations:

2.1 Incorrect or Missing Items

If you receive incorrect items or if items are missing from your order, please contact us within 2 hours of delivery or pickup. We will either:

• Offer a refund for the incorrect or missing items
• Arrange for the correct items to be delivered to you (delivery fees may be waived)
• Provide store credit for future purchases

2.2 Quality Issues

If you experience quality issues with your food (such as spoiled ingredients, foreign objects, or items that do not meet our quality standards), please contact us within 2 hours of delivery or pickup and provide details of the issue. We may request photographs of the items in question.

Valid quality issues may result in:

• Full refund of the affected items
• Replacement of the affected items
• Store credit equal to the value of the affected items

2.3 Delivery Issues

If your order was:

• Significantly Delayed: Arriving more than 30 minutes after the estimated delivery time
• Damaged During Transit: Food items compromised due to improper handling
• Delivered to Wrong Address: Due to delivery service error (not customer-provided incorrect address)
• Never Delivered: Order marked as delivered but not received

You may be eligible for a full or partial refund, including delivery fees, or store credit.

2.4 Technical Issues

If you experience technical issues during the ordering process that result in duplicate charges or incorrect pricing, please contact us with details of the issue, including order numbers and transaction records. We will investigate and process appropriate refunds.

3. Refund Process

3.1 How to Request a Refund

To request a refund, you may:

• Call Us: Contact our customer service at +1 (567) 995-2968
• Email Us: Send details to support@firehousedelivery.com
• Use Our App: Submit a refund request through the "Help" section of our mobile application
• Website Contact Form: Submit a refund request through our website contact form

Please include the following information in your refund request:

• Order number
• Date and time of order
• Specific items for which you are requesting a refund
• Reason for the refund request
• Photos of the items (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

3.2 Refund Timeframes

We strive to process all refund requests within the following timeframes:

• Review of Request: Within 24-48 hours of submission
• Approval/Denial Decision: Within 1-3 business days
• Processing of Approved Refunds: Within 3-5 business days after approval

Once processed, refunds will be issued to the original payment method. The time it takes for the refund to appear in your account depends on your payment provider and may take 5-10 business days.

4. Non-Refundable Situations

Refunds may not be available in the following situations:

• Requests made more than 24 hours after delivery or pickup
• Personal taste preferences (e.g., you didn't enjoy the flavor of an item that was prepared correctly)
• Self-created customizations that resulted in an undesirable product
• Order cancellations requested after food preparation has begun
• Incorrect delivery address provided by the customer
• Customer unavailable to receive delivery after multiple delivery attempts
• Catering orders canceled less than 24 hours before the scheduled delivery/pickup time

5. Special Provisions for Catering Orders

Catering orders are subject to the following refund conditions:

• Cancellation Policy:
  • Full refund: Cancellations made 48+ hours before scheduled delivery/pickup
  • 50% refund: Cancellations made 24-48 hours before scheduled delivery/pickup
  • No refund: Cancellations made less than 24 hours before scheduled delivery/pickup
• Quality/Accuracy Issues: Must be reported within 2 hours of delivery or pickup
• Deposits: May be non-refundable for large catering orders as specified during order placement

6. Gift Cards and Promotional Credits

• Gift cards and promotional credits are non-refundable and cannot be exchanged for cash
• Expired promotional credits cannot be reactivated or refunded
• Lost or stolen gift cards may be replaced with proof of purchase

7. Exceptional Circumstances

We recognize that exceptional circumstances may arise. In such cases, we reserve the right to handle refund requests on a case-by-case basis and may make exceptions to this policy at our discretion.

8. Loyalty Points and Rewards

If you receive a refund for an order on which you earned loyalty points or rewards:

• Points earned from the refunded items will be deducted from your loyalty account
• If a reward was redeemed on the order, it may not be returned to your account

9. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to this policy constitutes your acceptance of such changes.