Refund Policy

1. Overview

At Slim Chickens, we are committed to ensuring complete customer satisfaction with every order. We take pride in serving the freshest, highest-quality fried chicken and maintaining the highest standards of food safety and customer service.

This refund policy outlines the conditions under which refunds may be requested and processed. We understand that sometimes issues may arise with your order, and we are here to make things right quickly and fairly.

2. Refund Eligibility

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

Timeframe Requirements

• In-Store Purchases: Refund requests must be made within 24 hours of purchase
• Delivery Orders: Refund requests must be made within 2 hours of delivery confirmation
• Catering Orders: Refund requests must be made within 4 hours of the scheduled delivery time
• Pre-Orders: Cancellations must be made at least 2 hours before the scheduled pickup time

Product Condition

• Food items must be substantially uneaten (more than 75% remaining)
• Items must be in their original packaging where applicable
• Products must not show signs of normal consumption beyond quality assessment
• Temperature-sensitive items must have been stored properly

Proof of Purchase

• Original receipt or order confirmation number
• Valid payment method information
• Photo evidence for quality-related issues (if applicable)
• Contact information for follow-up

3. Non-Refundable Items

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

• Consumed Food Items: Products that have been substantially consumed (less than 75% remaining)
• Special Dietary Orders: Custom orders prepared to specific dietary requirements, unless quality issues are documented
• Gift Cards: All gift card sales are final and non-refundable
• Promotional Items: Free items, samples, or promotional products included with purchases
• Late Requests: Refund requests made outside the specified timeframes
• Change of Mind: Orders refused for reasons of preference after preparation has begun
• Third-Party Delivery Fees: Fees charged by external delivery services (DoorDash, Uber Eats, etc.)
• Franchise Location Variations: Taste or preparation differences between different Slim Chickens locations

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call our customer service line at +1 504-581-3467
• Email us at [email protected]
• Visit the location where you made your purchase
• Contact us through our website contact form

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of purchase
• Location where purchase was made
• Detailed description of the issue
• Photos of the product (if quality-related)
• Your contact information

Step 3: Issue Assessment

• Our team will review your request within 2 business hours
• We may request additional information or photos
• A manager will assess the validity of the refund request
• You will receive confirmation of the decision via email or phone

Step 4: Refund Authorization

• Approved refunds will be processed immediately
• You will receive a refund authorization number
• Return any remaining product if requested
• Complete any required documentation

5. Refund Methods and Timeframes

Payment Method Refunds

• Credit/Debit Cards: Refunded to original payment method within 3-5 business days
• Cash Purchases: Cash refund available immediately at the location of purchase
• Digital Payments: PayPal, Apple Pay, Google Pay refunds processed within 1-3 business days
• Gift Cards: Refund issued as store credit or gift card if original payment method is unavailable

Processing Timeframes

• Immediate: Cash refunds and store credit
• 1-3 Business Days: Digital wallet and app-based payments
• 3-5 Business Days: Credit and debit card refunds
• 5-10 Business Days: Bank transfers and checks (in rare cases)

Partial Refunds

In some cases, partial refunds may be offered:

• When only part of an order is affected by quality issues
• For late delivery compensation
• When items are partially consumed before an issue is discovered
• For missing items from a larger order

6. Exchanges vs. Refunds

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the Slim Chickens experience you ordered:

When Exchanges Are Preferred

• Wrong Order: Incorrect items will be replaced with your correct order
• Temperature Issues: Cold food will be replaced with fresh, hot items
• Quality Issues: Items that don't meet our standards will be remade
• Missing Items: Missing components of your order will be provided

Exchange Process

• Contact us immediately about the issue
• Keep your original receipt and any remaining food
• Return to the location or arrange redelivery
• Receive your replacement order at no additional charge

Exchange Timeframe

• In-Store: Immediate replacement during business hours
• Delivery: Replacement delivery within 30-60 minutes
• Peak Hours: May extend to 90 minutes during busy periods

7. Damaged or Defective Items

We take special care with items that arrive damaged or do not meet our quality standards:

Immediate Action Required

• Do not consume any items that appear spoiled, contaminated, or unsafe
• Contact us immediately at +1 504-581-3467
• Take photos of the damaged or defective items
• Preserve the items for inspection if requested
• Provide your order details and receipt information

Quality Issues Covered

• Food that arrives cold when it should be hot
• Items that appear spoiled or past freshness
• Incorrect cooking (overcooked, undercooked, burnt)
• Foreign objects in food
• Packaging damage that affects food quality
• Missing sauces, sides, or components
• Allergy cross-contamination (very serious - call immediately)

Our Response

• Immediate refund for safety-related issues
• Full replacement order for quality problems
• Investigation of preparation and handling processes
• Follow-up to ensure your satisfaction
• Additional compensation for serious issues at management discretion

8. Contact Information

For all refund requests, questions, or concerns, please contact us through any of the following methods:

What to Include in Your Contact

• Your full name and contact information
• Order number or receipt details
• Date, time, and location of purchase
• Description of the issue or reason for refund
• Photos if applicable (quality or safety issues)
• Preferred refund method
• Any special circumstances or urgent concerns

Response Times

• Phone calls: Immediate during business hours
• Emails: Within 2 business hours
• In-person: Immediate resolution when possible
• Emergency issues: Immediate response regardless of time