Refund Policy

Overview

At Church's Chicken, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service. If for any reason you are not completely satisfied with your order, we have established this refund policy to ensure your concerns are addressed promptly and fairly.

This policy applies to all purchases made through our restaurants, online ordering system, delivery services, and catering orders. Please read this policy carefully to understand your rights and our procedures.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• In-store purchases: Refund requests must be made within 24 hours of purchase
• Online/delivery orders: Refund requests must be made within 2 hours of delivery
• Catering orders: Refund requests must be made within 4 hours of the scheduled event
• Gift cards: Refund requests must be made within 30 days of purchase if unused

Product Condition

• Food items must be substantially uneaten (more than 75% remaining)
• Items must be in their original packaging when possible
• Products must show clear signs of quality issues (if applicable)
• Promotional items and free samples are not eligible for refunds

Proof of Purchase

• Original receipt or order confirmation number
• Valid photo identification
• Credit/debit card used for payment (if applicable)
• Order details including date, time, and location

Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Consumed food items: Items that have been substantially consumed (less than 75% remaining)
• Special dietary orders: Custom orders made to accommodate specific dietary restrictions
• Promotional items: Free items received through promotions, coupons, or loyalty programs
• Digital products: Mobile app credits, digital coupons, or electronic gift cards (unless defective)
• Third-party delivery fees: Fees charged by external delivery services
• Expired gift cards: Gift cards that have passed their expiration date
• Catering deposits: Non-refundable deposits for catering orders (may be transferred to future orders)
• Franchise fees: Any fees related to franchise applications or agreements

Refund Process

Follow these steps to request a refund:

1. Contact us immediately: Reach out to our customer service team via phone, email, or visit the store where you made your purchase. Have your receipt and order details ready.
2. Explain the issue: Provide a clear description of the problem with your order, including photos if applicable (especially for quality issues).
3. Provide documentation: Submit your receipt, order confirmation, and any supporting evidence (photos, delivery confirmation, etc.).
4. Return the product: Bring the product back to the store if requested, or retain it for inspection if dealing with delivery orders.
5. Review and approval: Our team will review your request within 1-2 business days and determine the appropriate resolution.
6. Receive your refund: Once approved, your refund will be processed according to our refund methods outlined below.

Refund Methods & Processing Times

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

Credit/Debit Card Payments

• Refunds will be credited to the original card used for payment
• Processing time: 3-5 business days to appear on your statement
• Full purchase amount including applicable taxes will be refunded
• If the original card is no longer valid, store credit will be issued

Cash Payments

• Cash refunds available immediately at the store location
• Valid photo ID required for cash refunds over $25
• Manager approval required for cash refunds over $50

Gift Card Payments

• Refund will be credited back to the original gift card
• If gift card is unavailable, new gift card will be issued
• Processing time: Immediate for in-store, 24-48 hours for online

Mobile/Digital Payments

• Refunds processed through the original payment platform
• Processing time: 1-3 business days depending on provider
• Confirmation will be sent via email or app notification

Exchanges vs. Refunds

In many cases, an exchange may be more convenient than a refund:

When We Recommend Exchanges

• Incorrect order items (wrong size, wrong product, missing items)
• Food temperature issues (cold food, overheated items)
• Minor quality issues that can be corrected with a replacement
• Preference changes within the same price range

Exchange Process

• Exchanges can be processed immediately at any store location
• No additional payment required for equal-value exchanges
• Price differences will be refunded or charged as applicable
• Exchange receipts provided for your records

Store Credit Option

• Store credit can be issued for future purchases
• No expiration date on store credit
• Can be used at any Church's Chicken location
• Transferable to family members with proper documentation

Damaged or Defective Items

We take special care with damaged or defective products:

Immediate Actions

• Do not consume products that appear damaged or defective
• Take photos of the product and packaging if safe to do so
• Preserve the product for inspection if possible
• Contact us immediately for guidance

Quality Issues We Address

• Food that is undercooked, overcooked, or improperly prepared
• Items that are significantly different from menu descriptions
• Products with foreign objects or contamination
• Packaging damage that affects food safety
• Temperature issues that compromise food safety

Our Response

• Immediate full refund or replacement
• Additional compensation for inconvenience when appropriate
• Follow-up to ensure the issue doesn't recur
• Escalation to quality assurance team for investigation