Refund Policy

Overview

At Church's Chicken, we are committed to providing our customers with the highest quality food and exceptional service. Your satisfaction is our top priority, and we stand behind every product we serve. If you are not completely satisfied with your purchase, we will work with you to make it right.

This Refund Policy outlines the terms and conditions under which we process refunds and exchanges. We strive to be fair, transparent, and customer-focused in all our refund decisions while maintaining the integrity of our business operations.

Last Updated: January 1, 2026

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 Orders: Refund requests must be submitted within 48 hours of delivery
• Catering Orders: Refund requests must be made within 2 hours of scheduled delivery time
• Gift Cards: Refund requests must be made within 7 days of purchase if unused

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be returned in original packaging when applicable
• Products must show clear quality issues or preparation errors
• Items affected by food safety concerns will be immediately eligible for full refund

Proof of Purchase

• Original receipt or order confirmation number
• Valid photo identification
• Credit card used for purchase (for card transactions)
• Online order number and email address

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Food Items

• Items that have been substantially consumed (more than 25% eaten)
• Custom orders that were prepared according to customer specifications
• Items purchased more than 24-48 hours ago (depending on purchase type)
• Food items that were properly prepared but customer changed their mind

Services and Special Orders

• Catering deposits after food preparation has begun
• Special event orders cancelled less than 24 hours in advance
• Delivery fees (unless delivery was significantly delayed or failed)
• Third-party delivery service fees

Gift Cards and Promotional Items

• Gift cards that have been used or partially redeemed
• Promotional items received free with purchase
• Items purchased with promotional discounts or coupons (refund amount may be adjusted)
• Loyalty program rewards

Refund Process

Follow these steps to request a refund:

Step 1: Contact Us

• Visit the store location where you made your purchase, or
• Call our customer service line at +1 971-489-2202, or
• Email us at [email protected] with your order details
• Submit a request through our website contact form

Step 2: Provide Information

• Your name and contact information
• Order number or receipt details
• Date and time of purchase
• Reason for refund request
• Photos of the item (if applicable)

Step 3: Return Process

• Bring unconsumed food items to the store (if applicable)
• Present original receipt and valid ID
• Complete refund request form
• Receive refund authorization number

Step 4: Processing

• Refund requests are reviewed within 24 hours
• Approved refunds are processed immediately for cash purchases
• Card refunds are processed within 3-5 business days
• You will receive email confirmation of refund processing

Refund Methods

Refunds will be processed using the following methods based on your original payment:

Original Payment Method

• Cash Purchases: Immediate cash refund at store location
• Credit/Debit Cards: Refund to original card within 3-5 business days
• Gift Cards: Store credit or new gift card for unused balance
• Mobile Payments: Refund to original payment method within 3-7 business days

Processing Timeframes

• In-Store Cash Refunds: Immediate processing
• Credit Card Refunds: 3-5 business days to appear on statement
• Online Order Refunds: 5-7 business days for full processing
• International Cards: 7-14 business days depending on bank

Refund Confirmation

• Email confirmation sent within 24 hours of processing
• Reference number provided for tracking
• Customer service follow-up if refund is delayed
• Receipt provided for cash refunds

Exchanges

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

Exchange Policy

• Items can be exchanged for different menu items of equal or lesser value
• If exchanging for higher-value items, customer pays the difference
• Exchanges must be completed within the same visit when possible
• Special dietary modifications are available at no extra charge for exchanges

When Exchanges Are Preferred

• Incorrect order preparation (wrong size, missing items, etc.)
• Food temperature issues
• Customer preference changes
• Dietary restriction accommodations

Exchange Process

1. Inform staff of the issue immediately
2. Present original receipt and unconsumed item
3. Select replacement item from menu
4. New item will be prepared fresh
5. No additional waiting time for exchanges

Damaged or Defective Items

We take immediate action for food safety and quality issues:

Immediate Concerns

• Food safety violations (foreign objects, contamination, etc.)
• Undercooked or overcooked items
• Incorrect temperature (cold hot food, warm cold items)
• Spoiled or expired ingredients

Expedited Process

• Immediate Replacement: New item prepared right away
• Full Refund: No questions asked for safety concerns
• Manager Review: All safety issues reviewed by management
• Follow-up: Customer contacted within 24 hours

Quality Assurance

• All reported issues are documented for quality improvement
• Staff retraining when necessary
• Process improvements implemented to prevent recurrence
• Customer feedback valued and acted upon