Refund Policy

Effective Date: June 13, 2026  |  Last Updated: June 13, 2026

1. Introduction

Welcome to Giordanos, your trusted destination for fresh, high-quality food. We are committed to delivering exceptional products and service to every customer. However, we understand that situations may arise where a refund or exchange is necessary. This Refund Policy has been established to ensure a fair, transparent, and efficient process for resolving such situations.

By placing an order through our website fresh-giordanos.rest or by any other means, you agree to the terms outlined in this policy. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• Your refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The issue must be directly related to the food or service provided by Giordanos (e.g., incorrect order, missing items, food quality issues, or spoiled products upon delivery).
• You must provide adequate proof of purchase, such as an order confirmation number, receipt, or email confirmation.
• For delivery orders, you must provide photographic or video evidence of the issue (e.g., damaged packaging, wrong items, spoiled food) where applicable.
• The order must have been placed directly through fresh-giordanos.rest or via our officially authorized ordering channels. Orders placed through unauthorized third-party platforms may be subject to those platforms' own refund policies.
• The refund request must be made in good faith and not constitute an abuse of our refund process.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for refunds:

• Orders that have been fully consumed or significantly consumed before a complaint is filed.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor"), where the food was prepared correctly according to the order specifications.
• Incorrect customization or modifications requested by the customer that were fulfilled as specified.
• Delivery delays caused by circumstances outside our control, including but not limited to severe weather, traffic conditions, or third-party carrier issues, provided the food was delivered in acceptable condition.
• Promotional items, complimentary items, or items received as part of a discount that were not paid for.
• Service fees, delivery fees, and platform convenience fees (unless the order itself qualifies for a full refund).
• Digital gift cards or vouchers once they have been redeemed.
• Orders placed in error by the customer (wrong address, wrong items selected) where the order has already been prepared or dispatched.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, the items in question, and any supporting evidence (photos, screenshots, or videos).
2. Contact Us: Reach out to our customer support team using one of the methods listed below:
   • Email: [email protected]
   • Website: fresh-giordanos.rest (Contact/Support page)
3. Submit Your Request: Clearly describe the issue. Include:
   • Your full name and contact information
   • Order number and date of order
   • Description of the problem
   • Photographic or other supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days.
5. Review and Decision: We will review your claim and make a determination within 3–5 business days. You will be notified via email of the outcome.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may depend on your financial institution's policies. Giordanos is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only some items in an order were incorrect, missing, or unsatisfactory, while the rest of the order was fulfilled correctly.
• The customer partially consumed the order before discovering a quality issue, and the affected portion can be reasonably identified.
• A promotional discount was applied to the original order, in which case the refund will be proportional to the amount actually paid.
• Delivery fees or service charges may be excluded from a partial refund if the delivery itself was completed successfully.
• Catering orders where only a portion of the service or food was unsatisfactory.

The determination of whether a full or partial refund is appropriate rests with Giordanos, and we will communicate our reasoning clearly in our response to your refund request.

8. Exchange Policy

Because we deal in perishable food products, traditional "exchanges" work differently than in retail settings. At Giordanos, we offer the following exchange options where appropriate:

• Order Replacement: If you received an incorrect item or a significantly defective product, we may offer to replace the item at no additional charge, subject to availability and our verification of the claim.
• Store Credit: In cases where a replacement is not feasible (e.g., you have already consumed a portion, or the item is no longer available), we may issue store credit equivalent to the value of the item in question.
• Substitution: In rare cases of unavailability, we may offer a comparable item as a substitution, with the customer's prior approval.

Exchanges are subject to the same eligibility conditions and timeframes as refund requests. Customers must contact us within the applicable window to request an exchange or replacement.

9. Cancellation Policy

Our cancellation policy is designed to balance customer flexibility with the operational realities of food preparation.

9.1 Standard Orders

• Orders may be cancelled for a full refund if the cancellation is requested within 5 minutes of placing the order and before food preparation has commenced.
• Once food preparation has begun, cancellations are generally not accepted. However, we will evaluate requests on a case-by-case basis and may offer store credit at our discretion.
• Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 72 hours (3 business days) before the scheduled date to qualify for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled date may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled date are generally non-refundable, as ingredients and preparation resources will have already been committed.
• Exceptions may be made for documented emergencies (e.g., medical emergencies, natural disasters) at Giordanos' discretion.

9.3 Subscription or Recurring Orders

If Giordanos offers any subscription-based meal plans or recurring delivery services, customers may cancel their subscription at any time. Cancellations will take effect at the start of the next billing cycle, and no partial refunds will be issued for unused days in the current cycle unless otherwise stated in the subscription agreement.

10. Dispute Resolution Process

We are committed to resolving all customer concerns promptly and fairly. If you are not satisfied with the outcome of your refund request, you may escalate the matter using the following process:

1. Step 1 — Internal Escalation: Contact us again at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please reference your original case or ticket number.
2. Step 2 — Formal Review: Our management team will conduct a formal review of your case within 7 business days and provide a final written response.
3. Step 3 — Chargeback Rights: If you paid by credit or debit card and believe you have been wrongfully denied a refund, you retain the right to contact your bank or card issuer to initiate a chargeback dispute. We encourage customers to exhaust our internal resolution process before pursuing chargebacks.
4. Step 4 — FTC Complaint: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint if you believe our practices violate applicable consumer protection laws.
5. Step 5 — Legal Recourse: Any disputes not resolved through the above steps may be subject to binding arbitration or legal proceedings in accordance with applicable United States federal and state laws. The laws of the state where Giordanos operates shall govern any such disputes.

11. Chargebacks and Fraudulent Claims

Giordanos takes fraudulent refund claims seriously. If a customer initiates a chargeback through their bank without first attempting to resolve the matter with us, we reserve the right to contest the chargeback and provide evidence of the transaction and order fulfillment to the relevant financial institution.

Repeated or clearly fraudulent refund requests may result in the suspension or termination of your account and/or ordering privileges with Giordanos. We reserve the right to pursue legal remedies in cases of intentional fraud.

12. Amendments 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.rest with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information

For all refund requests, questions about this policy, or customer service inquiries, please contact us using the information below:

This Refund Policy was last updated on June 13, 2026. © 2026 Giordanos. All rights reserved.