Introduction
At SOL INCINERATOR, we take pride in providing premium quality sandwiches and excellent customer service. We understand that sometimes issues may arise with your order, and we are committed to addressing these issues fairly and promptly. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund.
By placing an order with SOL INCINERATOR, you acknowledge and agree to the terms of this Refund Policy.
Order Issues Eligible for Refund
We may issue a full or partial refund in the following circumstances:
- Incorrect Order: If you receive items that are significantly different from what you ordered (wrong sandwich type, incorrect sides, etc.).
- Missing Items: If items listed in your order confirmation are missing from your delivery.
- Quality Issues: If the food quality is significantly below our standards (e.g., spoiled ingredients, foreign objects in food).
- Late Delivery: If your delivery is excessively late (more than 60 minutes beyond the estimated delivery time) due to factors within our control.
- Order Cancellation: If we are unable to fulfill your order for any reason and must cancel it.
Refund Request Process
To request a refund, please follow these steps:
- Contact our customer service team as soon as possible after identifying the issue, but no later than 24 hours after receiving your order.
- Provide your order number, which can be found in your order confirmation email.
- Clearly describe the issue with your order and, if possible, provide supporting evidence (e.g., photographs of quality issues).
- Specify whether you are requesting a full refund or a partial refund for specific items.
You can contact our customer service team through the following channels:
Refund Processing
Once your refund request has been approved, we will process it as follows:
- Refunds will be issued to the original payment method used for the order.
- Processing time for refunds depends on your payment method:
- Credit/Debit Cards: 3-5 business days
- Online Payment Services (PayPal, etc.): 1-3 business days
- In some cases, we may offer store credit instead of a monetary refund, which you can use for future orders.
- You will receive a confirmation email once your refund has been processed.
Order Cancellations
Customer-Initiated Cancellations
Due to the nature of our food preparation process, we have the following cancellation policy:
- Cancellations made within 5 minutes of placing an order: Full refund
- Cancellations made after 5 minutes but before food preparation begins: Full refund minus a 5% processing fee
- Cancellations made after food preparation has begun: No refund (as food has already been prepared)
To cancel an order, please call our customer service line immediately at +1 (803) 247-8300.
Restaurant-Initiated Cancellations
If we need to cancel your order due to unforeseen circumstances (such as inventory shortages, technical issues, or extreme weather conditions), you will receive a full refund and, in some cases, a discount code for your next order as compensation for the inconvenience.
Non-Refundable Circumstances
Refunds may not be issued in the following situations:
- Customer dissatisfaction with an accurately fulfilled order based on personal preference (e.g., disliking the taste of a correctly prepared sandwich).
- Issues reported more than 24 hours after order delivery.
- Delivery delays caused by factors outside our control (severe weather, traffic conditions, incorrect delivery address provided by customer).
- Customer's failure to be present at the delivery location during the estimated delivery window without prior notification.
- Minor discrepancies in order that do not significantly impact the overall order (e.g., slight variations in portion size, minor substitutions of similar ingredients).
Customer Satisfaction Guarantee
While we maintain the policies outlined above, we are committed to customer satisfaction. If you are not completely satisfied with your order for any reason, please contact our customer service team, and we will work with you to resolve the issue to your satisfaction, which may include offering a discount on a future order, even in cases where a refund is not issued.
Special Promotions and Discounts
Orders placed using promotional codes, discounts, or special offers may be subject to different refund terms, which will be clearly communicated at the time the promotion is offered. In general:
- Free items obtained through promotions are not eligible for cash refunds.
- Discounted items may be refunded at the discounted price paid, not the original full price.
- Promotional credits or gift cards may have specific terms regarding refunds and expiration dates.
Disputes and Resolutions
If you are dissatisfied with the resolution of your refund request, you may escalate your concern by:
- Requesting that your case be reviewed by a customer service manager.
- Providing any additional information or evidence that may support your claim.
We will review escalated cases within 3 business days and provide a final decision.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
Contact Us
If you have any questions about this Refund Policy, please contact us:
