At FIREHOUSE Sandwiches, customer satisfaction is our top priority. We strive to provide high-quality food and excellent service. We understand that sometimes issues may arise, and this Refund Policy outlines the procedures for requesting refunds, returns, or exchanges for orders placed through our website, mobile app, or at our physical locations.
By placing an order with FIREHOUSE Sandwiches, you agree to the terms of this Refund Policy.
We stand behind the quality of our products. If you are not completely satisfied with your order for any reason, please let us know, and we will do our best to make it right. Our goal is to ensure every customer has an exceptional experience with FIREHOUSE Sandwiches.
We may issue refunds, credits, or replacements in the following situations:
If your order is missing items that you paid for, or if you received incorrect items, you may be eligible for a refund, store credit, or replacement of the affected items.
If you experience quality issues with your food (e.g., spoiled ingredients, foreign objects, etc.), you may be eligible for a refund, store credit, or replacement.
For delivery orders, if your order arrives significantly later than the estimated delivery time provided at checkout (more than 30 minutes beyond the estimated time) due to factors within our control, you may be eligible for a partial or full refund of delivery fees, store credit, or other compensation at our discretion.
If we are unable to fulfill your order and must cancel it, you will receive a full refund of the amount paid.
If you experience an allergic reaction or have legitimate food safety concerns with our products, please contact us immediately and seek appropriate medical attention if necessary. Such cases will be handled on an individual basis.
To request a refund, please follow these steps:
You can contact us through the following methods:
Once we receive your refund request, our customer service team will review the details and may contact you for additional information if necessary. We strive to handle all refund requests fairly and promptly.
Approved refunds will be processed using the original payment method:
Once approved, refunds will be processed within 3-5 business days. However, the time it takes for the refund to appear in your account depends on your payment provider and may take 5-10 business days. For credit/debit card transactions, refunds may appear as pending before being fully processed by your bank or credit card company.
In some cases, we may offer alternatives to a monetary refund, including:
The appropriate solution will be determined based on the specific circumstances of each case and your preferences.
The following situations generally do not qualify for refunds:
We reserve the right to decline refund requests from customers who have a history of excessive refund requests or who we believe may be abusing our refund policy. This determination will be made at our sole discretion.
Catering orders are subject to the following additional refund terms:
FIREHOUSE Sandwiches gift cards are subject to the following refund terms:
For our FIREHOUSE Delivery Club subscription service:
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any changes to this policy constitutes your acceptance of such changes.
If you have any questions or concerns about our Refund Policy, please contact us at:
FIREHOUSE Sandwiches
47080 Antonette Cliffs Suite 713
East Scot, NS E0R1E4
Email: support@firehousesandwiches.com
Phone: +1 (253) 763-6374