Refund Policy

Effective Date: June 9, 2026  |  Last Updated: June 9, 2026

1. Overview

This Refund Policy applies to all purchases made through our website fresh-giordanos.click, by phone, or in person at our location. As a food service business operating in the United States, our refund practices are guided by applicable consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

We understand that issues can occasionally arise with food orders — whether it's an incorrect item, a quality concern, or a delivery problem. We are committed to resolving these situations fairly and promptly.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• You received the wrong item(s) that you did not order.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, damaged, or significantly different from what was described).
• Your order was never delivered or was significantly delayed beyond the estimated delivery window without notice.
• You were charged an incorrect amount that does not match your confirmed order total.
• A menu item was unavailable after your payment was processed, and no acceptable substitute was offered.
• There was a verified technical error during checkout that resulted in a duplicate or erroneous charge.

3. Timeframes for Refund Requests

Timely reporting is essential for food-related refund requests due to the perishable nature of our products. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

Due to the nature of food service, the following are generally not eligible for refunds:

• Orders that have been fully consumed or substantially consumed before a complaint is filed.
• Customized or specially prepared items made according to specific customer instructions (e.g., custom toppings, dietary modifications) where the order was fulfilled as requested.
• Changes in personal preference or taste after the order has been prepared and delivered.
• Delays caused by third-party delivery services outside our direct control, unless we have engaged those services on your behalf.
• Promotional items, complimentary add-ons, or items received as part of a special offer at no charge.
• Catering deposits for events canceled less than 48 hours before the scheduled service time.
• Gift cards or store credit once they have been redeemed or partially used.

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

If you believe you are entitled to a refund, please follow these steps to ensure your request is handled as quickly as possible:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, the items in question, and any relevant photographs showing the issue (especially for quality-related claims).
2. Contact Us Promptly: Reach out to our customer support team using one of the methods listed below within the applicable timeframe. Be sure to clearly describe the problem and include your order details.
3. Submit Your Claim: Send your refund request via email to [email protected] or by visiting our website at fresh-giordanos.click. Include your full name, contact information, order number, and a detailed description of the issue.
4. Await Review: Our customer service team will review your request and may follow up with additional questions or request supporting documentation. We aim to acknowledge all refund requests within 1 business day.
5. Receive a Decision: You will be notified of our decision via email. If your refund is approved, we will inform you of the refund method and expected processing time.
6. Refund Issued: Approved refunds will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that while we process refunds promptly on our end, your financial institution may impose additional processing time. Giordanos is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a larger order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• An order was partially consumed before a quality issue was identified.
• A delivery was significantly delayed, but the food was ultimately received in acceptable condition.
• A customer used a discount, coupon, or promotional code — the refund may be adjusted to reflect the actual amount paid for the item in question.
• The issue is deemed partially attributable to the customer (e.g., incorrect delivery address provided).

The amount of a partial refund will be determined at the discretion of our customer service team based on the nature and extent of the issue. We will always communicate the proposed partial refund amount clearly before processing it.

8. Exchange Policy

In lieu of a monetary refund, Giordanos may offer to exchange or replace the affected items under certain conditions:

• If you received the wrong item, we will prepare and deliver the correct item as quickly as possible at no additional charge, subject to availability and operating hours.
• Replacement orders are subject to the same quality standards as original orders.
• Exchanges are not guaranteed for items that are out of stock or no longer available at the time of the request.
• If an exchange is not feasible (e.g., due to operating hours or distance), a refund or store credit will be offered instead.
• Customers may choose between a replacement item or a refund — we will not impose an exchange in place of a refund if the customer prefers monetary compensation.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy for various order types:

9.1 Standard Online or Phone Orders

Because food preparation begins quickly after an order is placed, cancellations must be made within 5 minutes of order submission. After this window, we cannot guarantee a cancellation, as your food may already be in preparation. If you need to cancel, contact us immediately at [email protected] or by calling us directly.

9.2 Scheduled or Pre-Orders

For orders placed in advance for a specific future date or time:

• Cancellations made more than 24 hours before the scheduled pick-up or delivery time will receive a full refund.
• Cancellations made between 2 and 24 hours before the scheduled time may receive a partial refund or store credit, depending on how far preparation has progressed.
• Cancellations made less than 2 hours before the scheduled time are generally not eligible for a refund.

9.3 Catering Orders

Catering orders require significant advance preparation and sourcing of ingredients. Our catering cancellation policy is as follows:

• Cancellations made more than 72 hours (3 days) before the event: Full refund of any deposit or payment made.
• Cancellations made between 48 and 72 hours before the event: 50% refund of the total order value.
• Cancellations made less than 48 hours before the event: No refund will be issued, as ingredients will have been purchased and preparation will have begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for escalation and dispute resolution:

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is inadequate, you may request an escalation review by clearly stating your disagreement in a follow-up email to [email protected] with the subject line: "Refund Escalation Request – [Your Order Number]." A senior member of our team will review your case within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) if you believe a charge was unauthorized or erroneous. We encourage you to contact us first, as chargebacks can often be resolved more quickly through direct communication.

10.3 Federal Trade Commission (FTC)

If you believe a deceptive or unfair business practice has occurred, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. The FTC Act prohibits unfair or deceptive acts or practices in commerce, and we are committed to full compliance with these standards.

10.4 State Consumer Protection Agencies

Depending on your state of residence, your state's Attorney General's office or consumer protection agency may also be available to assist with unresolved disputes. We cooperate fully with all regulatory agencies.

10.5 Informal Mediation

Before pursuing formal legal action, we encourage customers to attempt to resolve disputes through informal negotiation or mediation. Giordanos is always willing to engage in good-faith discussions to reach a fair and reasonable resolution.

11. Store Credit as an Alternative

In some cases, particularly where a monetary refund is not applicable, Giordanos may offer store credit as an alternative resolution. Store credit:

• Is applied to your account and can be used for future orders at fresh-giordanos.click.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Cannot be combined with other promotional offers unless explicitly stated.

12. Modifications to This Policy

Giordanos reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at fresh-giordanos.click with a revised effective date. Your continued use of our services following any such changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or quality concerns, please contact our customer support team through any of the following methods:

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Your order confirmation number
• The date and time of your order
• A description of the issue
• Photographs (if applicable)
• Your preferred resolution (refund, replacement, or store credit)