Refund Policy

Effective Date: July 4, 2026 | Last Updated: July 4, 2026

1. Introduction

At Giordanos, we are committed to delivering exceptional food quality and a satisfying customer experience with every order. We understand that issues may occasionally arise, and we want to ensure that our customers are treated fairly and transparently when problems occur.

This Refund Policy governs all purchases made through our website giordanos-new.click and is applicable to all customers located in the United States. This policy has been developed in compliance with applicable federal consumer protection regulations, including the Federal Trade Commission (FTC) Act, as well as applicable state consumer protection laws.

If you have any questions or concerns regarding this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Giordanos will consider refund requests under the following conditions:

• Incorrect Order: You received a food item or order that does not match what you placed. This includes wrong items, missing items, or incorrect customizations specified at checkout.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not meeting reasonable quality standards at the time of delivery or pickup.
• Order Not Received: Your order was confirmed and paid for but was never delivered to you, and no delivery attempt was made within the stated delivery window.
• Significant Quantity Discrepancy: The quantity of items delivered is substantially less than what was ordered and paid for.
• Allergen or Dietary Errors: If you clearly specified dietary restrictions or allergen requirements during the ordering process and the delivered food did not comply, resulting in a legitimate food safety concern.
• Duplicate Charges: If your payment method was charged more than once for a single order due to a technical error on our platform.

To be eligible for a refund, the request must meet at least one of the above criteria and must be submitted within the applicable timeframe outlined in Section 3 of this policy.

3. Timeframes for Refund Requests

Timely reporting is essential in the food industry given the perishable nature of our products. The following timeframes apply:

Refund requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Situations

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

• Orders where the customer simply changed their mind after the food has been prepared or delivered.
• Food items that have been partially or fully consumed and the complaint is based solely on personal taste preferences.
• Orders where the customer provided an incorrect delivery address and the delivery was made to that address.
• Delays caused by circumstances beyond our control, such as severe weather, traffic conditions, or third-party delivery provider issues, unless the delay exceeds 60 minutes beyond the estimated delivery window.
• Customizations or special requests that were not clearly communicated through the official ordering system at the time of purchase.
• Promotional items, complimentary additions, or free items included with an order.
• Gift cards, digital vouchers, or promotional credits.
• Delivery fees, service fees, and applicable taxes, unless the entire order qualifies for a full refund.
• Orders that have been delivered successfully but where the customer is unavailable to receive them after multiple delivery attempts.

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

To initiate a refund request with Giordanos, please follow the steps below:

1. Step 1 — Document the Issue: Take clear photographs of the food item(s) in question, including packaging if applicable. Keep any receipts, order confirmation emails, and transaction records.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team as soon as possible and within the applicable timeframe. You may contact us via email at [email protected] or through the contact form available on our website at giordanos-new.click.
3. Step 3 — Provide Required Information: Include the following details in your refund request:
   • Full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Supporting photographs (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Process: Our customer support team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the outcome via email and process the applicable refund, replacement, or credit within the timeframes specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to be returned to you:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your financial institution or payment provider. Giordanos is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain circumstances, Giordanos may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of the order was incorrect, missing, or unsatisfactory while the remainder of the order was delivered correctly and in good condition.
• The customer has already consumed a portion of the food before discovering an issue that would otherwise qualify for a refund.
• A delivery was partially successful, with some items received correctly and others missing or incorrect.
• The issue reported is minor and does not significantly impact the overall order value or usability.

The amount of a partial refund will be calculated based on the value of the affected items in relation to the total order value, minus any applicable non-refundable fees. Our customer support team will communicate the partial refund amount clearly during the resolution process.

8. Exchange Policy

Given the perishable nature of food products, traditional exchanges (returning an item for a different item) are generally not feasible. However, Giordanos may offer the following alternatives in lieu of a monetary refund:

• Order Replacement: In cases where an incorrect or low-quality item was received, we may offer to re-prepare and re-deliver the correct order at no additional charge, subject to availability and delivery logistics at the time of the request.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent value that can be applied to a future order on giordanos-new.click. Store credits do not expire and are non-transferable.
• Complimentary Item: For minor issues, we may offer to include a complimentary item with your next order as a gesture of goodwill.

The type of resolution offered will depend on the nature and severity of the issue. Giordanos reserves the right to determine the most appropriate resolution at its sole discretion, in a fair and reasonable manner consistent with applicable consumer protection laws.

9. Cancellation Policy

Orders placed on giordanos-new.click enter preparation quickly to ensure food freshness and timely delivery. As a result, our cancellation window is limited:

9.1 Cancellations Eligible for Full Refund

• Orders cancelled within 5 minutes of order confirmation, provided that food preparation has not yet commenced.
• Orders cancelled by Giordanos due to our inability to fulfill the order (e.g., item unavailability, operational issues, or delivery constraints).

9.2 Cancellations Not Eligible for Refund

• Orders where food preparation has already begun at the time of the cancellation request.
• Orders that are already in transit with a delivery driver.
• Orders that have already been picked up by the customer.

9.3 How to Cancel an Order

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation. Cancellation requests must be submitted within the 5-minute window to be considered. We will confirm whether the cancellation was successful via email.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides the following dispute resolution process:

10.1 Internal Escalation

If you disagree with the initial decision made by our customer support team, you may request an escalation review by sending an email to [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original case number and a detailed explanation of why you believe the initial decision was incorrect. Escalation reviews are typically completed within 5–7 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank under applicable federal regulations, including the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage customers to work with us directly before initiating a chargeback, as this often leads to a faster resolution. However, we fully respect your rights under applicable law.

10.3 Consumer Protection Agencies

If your dispute remains unresolved, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Nothing in this policy limits or excludes any rights you may have under applicable mandatory consumer protection laws.

11. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA), and the California Consumer Legal Remedies Act (CLRA). These laws provide additional consumer protections, and nothing in this Refund Policy is intended to limit any rights afforded to you under California law. For more information about your California privacy rights, please refer to our Privacy Policy available on giordanos-new.click.

12. Changes to This Refund Policy

Giordanos reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically. Continued use of our website and services after any changes constitutes your acceptance of the revised policy. For significant changes, we may also notify registered customers via email.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or questions about this policy, please contact our customer support team using the information below: