Refund Policy

Overview

At Church's Chicken, customer satisfaction is our unwavering commitment. We stand behind the quality of our food and service, and we want every dining experience to exceed your expectations. This refund policy outlines our dedication to making things right whenever issues arise.

We believe in transparency and fairness, which is why we've established clear guidelines for refunds and exchanges. Our goal is to resolve any concerns promptly while maintaining the high standards that have made Church's Chicken a trusted name in the food industry for over 70 years.

This policy applies to all Church's Chicken locations and covers both in-store purchases and online orders. We reserve the right to update this policy as needed to better serve our customers.

Eligibility Conditions

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

Timeframe Requirements

• In-store purchases: Refunds must be requested within 24 hours of purchase
• Online orders: Refunds must be requested within 48 hours of delivery
• Catering orders: Refunds must be requested within 2 hours of scheduled delivery time
• Gift cards: Refunds available within 30 days of purchase if unused

Product Condition

• Food items must be substantially uneaten to qualify for full refund
• Items showing signs of consumption may qualify for partial refund at management discretion
• Temperature-sensitive items must be returned within 2 hours of purchase
• Original packaging and containers must be retained when possible

Proof of Purchase

• Original receipt or order confirmation number required
• Credit card statement may be accepted for recent purchases
• Mobile app order history can serve as proof of purchase
• Photo evidence may be required for quality-related issues

Non-Refundable Items

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

• Promotional items received free with purchase
• Discounted or sale items (unless defective)
• Custom orders that were prepared to specific requests
• Partially consumed meals beyond reasonable tasting portions
• Items purchased with expired coupons or promotions
• Delivery fees for completed deliveries
• Third-party delivery service charges
• Items returned more than 24 hours after purchase
• Gift cards that have been used or partially redeemed
• Event catering services already provided

Note: Management reserves the right to make exceptions to these policies in cases involving food safety, quality issues, or exceptional circumstances to ensure customer satisfaction.

Refund Process

Follow these simple steps to request a refund:

1. Contact Us Immediately - Call our customer service line at +7 913 916-10-22 or visit the location where you made your purchase as soon as you identify an issue.
2. Provide Required Information - Have your receipt, order number, and details about the issue ready. Our team will ask for specific information to process your request efficiently.
3. Return Items if Required - Bring the items in question back to the store if requested. For online orders, follow the return shipping instructions provided by our customer service team.
4. Documentation Review - Our manager will review your request, examine the items if applicable, and determine the appropriate resolution based on our policy guidelines.
5. Resolution Processing - Once approved, your refund will be processed according to our refund methods outlined below. You'll receive confirmation of the refund amount and expected timeline.
6. Follow-Up - We may contact you to ensure you're satisfied with the resolution and to gather feedback about your experience.

Emergency Situations: For food safety concerns or allergic reactions, please contact us immediately at +7 913 916-10-22. These situations receive priority handling and expedited resolution.

Refund Methods & Processing Time

Refunds are processed using the following methods and timeframes:

Original Payment Method

• Cash purchases: Immediate cash refund at store location
• Credit/Debit cards: 3-5 business days for funds to appear in your account
• Mobile payments (Apple Pay, Google Pay): 1-3 business days
• Gift cards: Store credit issued immediately or new gift card within 24 hours

Alternative Refund Options

• Store credit for future purchases (no expiration date)
• Replacement items of equal or greater value
• Church's Chicken gift card (when original payment method is unavailable)

Processing Timeframes

• In-store refunds: Processed immediately during business hours
• Online order refunds: Processed within 24-48 hours of approval
• Catering refunds: Processed within 48-72 hours due to complexity
• Disputed charges: May take 5-10 business days for full resolution

Exchange Policy

In many cases, exchanges provide a faster resolution than refunds. Here's our exchange policy:

When Exchanges Are Preferred

• Incorrect orders or missing items
• Food temperature issues
• Minor quality concerns
• Customer preference changes

Exchange Process

• Exchanges can be processed immediately at store locations
• No additional payment required for equal-value items
• Upgrade charges may apply for higher-value replacements
• Original items should be returned when possible

Exchange vs Refund Decision

Our team will help you decide whether an exchange or refund better meets your needs. Exchanges are often faster and allow you to enjoy your Church's Chicken experience without delay, while refunds provide complete resolution if you prefer not to reorder.

Damaged or Defective Items

We take special care with damaged or defective items to ensure your safety and satisfaction:

Immediate Actions

• Stop consuming the item immediately if you notice any defects
• Contact us at +7 913 916-10-22 or return to store location
• Preserve the item and packaging for inspection if possible
• Document the issue with photos if safe to do so

Our Response

• Immediate refund: No questions asked for safety-related defects
• Full meal replacement: Often provided in addition to refund
• Investigation: We investigate all defective item reports to prevent recurrence
• Follow-up: Management will contact you to ensure satisfaction and gather feedback

Quality Assurance

Every report of damaged or defective items helps us maintain our high standards. We use this feedback to improve our processes, train our staff, and ensure consistent quality across all locations.