Refund Policy

1. Overview

At FiresSubsInHouse, we are committed to providing you with the highest quality food and exceptional customer service. We understand that sometimes things may not go as expected, and we want to ensure that you are completely satisfied with every order.

This Refund Policy outlines the circumstances under which we offer refunds, the process for requesting a refund, and the methods by which refunds are processed. We have designed this policy to be fair, transparent, and customer-friendly.

2. Eligibility for Refunds

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

2.1 Timeframe

• Food Orders: Refund requests must be made within 2 hours of receiving your order for quality-related issues.
• Missing Items: Must be reported within 24 hours of delivery or pickup.
• Incorrect Orders: Must be reported within 24 hours of receiving your order.
• Catering Orders: Cancellations must be made at least 48 hours before the scheduled delivery for a full refund.

2.2 Proof of Purchase

You must provide proof of purchase, which may include:

• Order confirmation email or receipt
• Transaction ID or order number
• Credit card statement showing the transaction
• Screenshot of online order confirmation

2.3 Product Condition

For food quality issues, we may request:

• Photographs of the food item showing the issue
• Description of the problem encountered
• Any relevant packaging or labels

3. Non-Refundable Items

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

• Consumed food: Food items that have been substantially consumed (more than 50%)
• Special orders: Custom-made or specially ordered items prepared to your specific requirements
• Gift cards: Gift card purchases are non-refundable but may be transferable
• Promotional items: Free items received as part of promotions or loyalty rewards
• Delivery fees: Delivery charges are generally non-refundable unless the entire order is refunded
• Late cancellations: Catering orders cancelled less than 48 hours before delivery
• No-show pickups: Orders not picked up within 2 hours of the scheduled time

4. Refund Process

To request a refund, please follow these steps:

1. Contact Our Customer Service

   Reach out to us as soon as possible through one of the following channels:

   • Phone: +77 387 692 1623
   • Email: [email protected]
   • In-person at any FiresSubsInHouse location
2. Provide Order Details

   Have the following information ready:

   • Your order number or receipt
   • Date and time of purchase
   • Items you wish to return or claim a refund for
   • Reason for the refund request
3. Submit Supporting Evidence

   If applicable, provide photographs or other evidence supporting your refund request. This helps us process your request quickly and improve our services.

4. Await Review

   Our customer service team will review your request within 1-2 business days. We may contact you for additional information if needed.

5. Receive Confirmation

   Once approved, you will receive a confirmation email detailing the refund amount and method. The refund will be processed according to the timeline outlined in Section 5.

5. Refund Methods

Refunds will be processed using the original payment method whenever possible:

5.1 Credit/Debit Card Payments

• Refunds will be credited to the same card used for the purchase
• Processing time: 5-10 business days, depending on your card issuer
• The refund may appear as a separate transaction on your statement

5.2 Cash Payments

• Cash refunds can be collected at the original purchase location
• You must present your receipt and valid ID
• Refunds over $50 may be issued as a check

5.3 Digital Wallet Payments

• Refunds for Apple Pay, Google Pay, or similar services will be credited to the linked account
• Processing time: 3-7 business days

5.4 Store Credit

In some cases, we may offer store credit as an alternative to a refund. Store credit:

• Does not expire
• Can be used at any FiresSubsInHouse location
• Is transferable to another person
• Cannot be exchanged for cash

6. Exchanges

We offer exchanges as an alternative to refunds in many situations:

6.1 When Exchanges Are Available

• Wrong item received: We will replace it with the correct item at no additional charge
• Quality issues: We will remake your order or provide an equivalent item
• Change of preference: Subject to availability and price difference

6.2 Exchange Process

For in-store orders, bring the item and receipt to any FiresSubsInHouse location within 2 hours. For delivery orders, contact our customer service to arrange a replacement delivery.

6.3 Price Differences

• If the exchange item costs more, you will be charged the difference
• If the exchange item costs less, you will receive the difference as store credit

7. Damaged or Defective Items

We take great care in preparing and packaging your food. However, if you receive damaged or defective items, we will make it right:

7.1 What Qualifies as Damaged or Defective

• Food items that arrived spilled or crushed
• Orders delivered at unsafe temperatures
• Food that shows signs of spoilage or contamination
• Packaging that has been opened or tampered with
• Items significantly different from the menu description

7.2 Our Guarantee

For damaged or defective items, we offer:

• Full refund of the affected item(s)
• Free replacement delivered at our earliest convenience
• Complimentary item on your next order as an apology

7.3 Reporting Damaged Items

Please report any damage immediately upon delivery. Take photographs before disposing of any items, as this helps us:

• Process your refund quickly
• Identify issues with our packaging or delivery process
• Prevent similar incidents in the future

8. Contact Information

If you have any questions about our Refund Policy or need to request a refund, please contact us through any of the following channels:

Our customer service team is dedicated to resolving any issues promptly and to your satisfaction. We aim to respond to all inquiries within 24 hours during business days.

Escalation Process

If you are not satisfied with the resolution provided by our customer service team, you may request to escalate your concern to a manager by emailing [email protected] with "Manager Review" in the subject line.