Refund Policy

At Giordanos, we are committed to delivering fresh, high-quality food products and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we want to make sure every concern is addressed fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, exchanges, and cancellations.

1. General Overview

This Refund Policy applies to all purchases made through our website at giordanos-fresh.click or via any other official ordering channel operated by Giordanos. Because we deal primarily in perishable food items, our refund and return procedures are specifically designed to address the unique challenges associated with food safety, freshness, and quality assurance.

By placing an order with Giordanos, you agree to the terms outlined in this policy. We encourage all customers to review their orders carefully before completing a purchase. Our team is always available to assist you at [email protected] should you have any questions prior to or after placing your order.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Item Received: You received an item that is different from what you ordered (wrong product, wrong size, wrong quantity).
• Missing Items: Part or all of your order was missing upon delivery or pickup.
• Damaged or Spoiled Product: The food item arrived in an unsatisfactory condition, visibly damaged, spoiled, or otherwise unfit for consumption due to circumstances within our control.
• Quality Below Standard: The product did not meet reasonable food quality standards (e.g., stale, undercooked, improperly packaged).
• Order Not Delivered: Your order was confirmed but never arrived and was not made available for pickup within the designated timeframe.
• Allergen Concerns: If a product contained an allergen that was not disclosed on the product listing or packaging, contrary to what was advertised.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the following timeframes:

Refund requests submitted outside of these timeframes may not be eligible for a refund or may only qualify for a partial refund at the discretion of Giordanos management. We strongly encourage customers to inspect all items upon receipt and to contact us immediately if any issue is identified.

4. Non-Refundable Items and Circumstances

The following items and situations are generally not eligible for a refund:

• Products that have been fully consumed, with dissatisfaction based solely on personal taste preferences.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery or misdelivery.
• Delays caused by third-party delivery services, natural disasters, extreme weather events, or other circumstances beyond our reasonable control (force majeure).
• Promotions, discounts, or voucher-based purchases where the terms of the promotion specifically exclude refunds.
• Customized or specially prepared food orders that were prepared exactly as requested.
• Perishable items that show no evidence of quality or safety defects upon delivery.
• Orders refused at the point of delivery without a valid documented reason.
• Delivery fees and service charges, unless the order itself qualifies for a full refund due to a fault on our part.

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

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

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method:

Please note that while we initiate the refund promptly upon approval, the actual time for the funds to appear in your account is subject to your bank or payment provider's processing schedule. Giordanos is not responsible for additional delays caused by financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may be applicable in the following circumstances:

• Only a portion of the order was missing, incorrect, or damaged, while the remainder was delivered satisfactorily.
• The customer partially consumed the product before discovering or reporting the issue.
• The issue reported had a minor impact on the overall quality or usability of the product.
• Refund requests submitted after the standard timeframe but within a reasonable extended period, at management's discretion.
• Promotional or discounted orders where partial compensation is deemed fair in proportion to the issue reported.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team and will reflect the nature and extent of the problem encountered. We aim to reach a fair resolution in every case.

8. Exchange Policy

Due to the perishable nature of our food products, we are unable to accept physical exchanges in the traditional retail sense. However, if you received an incorrect item or a product that did not meet our quality standards, we may offer a replacement in the following ways:

• Reorder at No Charge: Where feasible and within operational hours, we may prepare and deliver or make available for pickup the correct or replacement item at no additional cost to you.
• Store Credit: In lieu of a replacement, we may issue store credit equivalent to the value of the affected item, which can be applied toward a future order.
• Refund: If a replacement is not possible or practical, a full or partial refund will be issued as described in this policy.

To request an exchange or replacement, please follow the same steps outlined in Section 5 of this policy and indicate your preference for a replacement rather than a monetary refund.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please review the following cancellation guidelines:

9.1 Online Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered preparation.
• Cancellation after 5 minutes but before preparation begins: Full refund may be issued at our discretion. Please contact us immediately at [email protected].
• Cancellation after preparation has begun: Once food preparation has commenced, cancellations may not be accepted, and no refund will be issued. A store credit may be offered at our discretion.

9.2 Scheduled / Pre-Orders

• Cancellation more than 24 hours before the scheduled time: Full refund issued.
• Cancellation between 12–24 hours before the scheduled time: Partial refund of up to 75% of the order value may be issued.
• Cancellation less than 12 hours before the scheduled time: No refund will be issued as ingredients and preparation resources will have been allocated.

9.3 Catering or Large-Group Orders

For catering orders or orders placed for events and large groups, specific cancellation terms will be communicated at the time of booking and may supersede the general cancellation policy outlined above. Please refer to your catering agreement or contact us directly for clarification.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides a structured dispute resolution process to ensure every customer concern receives fair consideration.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with our decision, you may escalate the matter by sending a written appeal to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant information and any additional evidence supporting your claim. A senior member of our team will review the appeal and respond within 5–7 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, customers have the right to pursue external avenues of dispute resolution, including:

• Credit Card Chargeback: Contacting your bank or credit card issuer to initiate a chargeback dispute under their applicable terms.
• Consumer Protection Agencies: Filing a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint, or with your applicable state consumer protection office.
• Better Business Bureau (BBB): Submitting a complaint through the BBB's online portal at bbb.org.
• Small Claims Court: Pursuing a claim in the appropriate small claims court in your jurisdiction if the dispute involves a monetary amount within the applicable limits.

We are committed to good faith resolution of all disputes and encourage customers to work directly with us before pursuing external remedies. Our goal is always to reach a fair and satisfactory outcome for both parties.

11. Consumer Rights Under Applicable Law

This Refund Policy does not limit or waive any consumer rights you may have under applicable federal or state law. Customers in the United States are protected under various federal and state consumer protection statutes, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other state-specific consumer protection laws.

If any provision of this Refund Policy conflicts with applicable law, the provisions of applicable law shall prevail, and this policy will be interpreted accordingly.

12. Changes to This Refund Policy

Giordanos reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, replacement requests, cancellations, or related concerns, please contact our customer support team using the details below. We are here to help and will do our best to resolve your issue promptly and fairly.

This Refund Policy was last updated on June 21, 2026, and is effective as of the same date.