Refund Policy
Your satisfaction is our priority. Learn about our comprehensive refund and return process.
1. Overview
Customer Satisfaction Commitment: At Church's Chicken, we are committed to providing exceptional food quality and service. If you are not completely satisfied with your purchase, we will work with you to resolve any issues promptly and professionally.
This refund policy outlines the terms and conditions under which refunds may be requested and processed for purchases made through our restaurant locations, online ordering system, delivery services, and mobile application. We strive to ensure every customer has a positive dining experience with our premium chicken and side dishes.
Our policy applies to all food items, beverages, catering services, and promotional merchandise purchased from Church's Chicken. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting on our website.
2. Refund Eligibility
Timeframe Requirements
- In-store purchases: Same day only
- Online orders: Within 2 hours of delivery/pickup
- Catering orders: Within 24 hours of event
- Promotional items: Within 7 days of purchase
Required Documentation
- Original receipt or order confirmation
- Valid photo identification
- Payment method used for purchase
- Photo evidence for quality issues
Qualifying Conditions
Refunds may be requested under the following circumstances:
- Food quality issues (cold, overcooked, undercooked, or spoiled items)
- Incorrect order fulfillment (wrong items, missing items, or dietary restrictions not followed)
- Service-related problems (excessive wait times, unprofessional service)
- Packaging defects that affect food safety or quality
- Allergic reaction due to undisclosed ingredients
3. Non-Refundable Items
Partially Consumed Items
Food items that have been more than 50% consumed cannot be refunded unless due to quality issues discovered during consumption.
Gift Cards
Digital and physical gift cards are non-refundable once purchased. Unused gift card balances do not expire.
Promotional Items
Free items received through promotions, discounts, or loyalty rewards cannot be refunded independently.
Additional Non-Refundable Items:
- Special occasion cakes ordered more than 48 hours in advance
- Customized catering orders with specific dietary modifications
- Items purchased with expired coupons or invalid promotional codes
- Beverages that have been opened or partially consumed
- Third-party delivery fees and service charges
- Items damaged due to customer mishandling after receipt
4. Refund Process
Follow these steps to request a refund for your Church's Chicken purchase:
Contact Customer Service
Call our customer service line at +1 407-939-5277 or visit the original store location within the eligible timeframe.
Provide Documentation
Present your receipt, order confirmation, and any supporting evidence such as photos of quality issues.
Describe the Issue
Explain the reason for your refund request in detail. Our team will assess your situation promptly.
Await Processing
We will review your request and notify you of the decision within 24-48 hours for most cases.
Online Refund Requests
For orders placed through our website or mobile app, you can also submit refund requests through your account dashboard or by emailing [email protected] with your order details and issue description.
5. Refund Methods
Payment Method Returns
| Original Payment Method | Refund Method | Processing Time |
|---|---|---|
| Credit/Debit Card | Original card | 3-5 business days |
| Cash | Cash (in-store only) | Immediate |
| Digital Wallet | Original wallet | 1-3 business days |
| Gift Card | Store credit | Immediate |
| Mobile Payment | Original app | 2-4 business days |
Important Notes
- Refunds are processed to the original payment method only
- Bank processing times may vary
- Cash refunds available only at store location
- Email confirmation sent for all refunds
Partial Refunds
In cases where only part of your order is affected, we will process a partial refund for the affected items while allowing you to keep the satisfactory portions of your order. Delivery fees will be refunded only if the entire order is returned.
6. Exchanges
Exchange vs. Refund Options
In many cases, we can offer exchanges instead of refunds, which may be more convenient for customers who want to try a different item or correct an order error. Exchanges are available for:
- Incorrect menu items (substitute with correct item of equal or lesser value)
- Temperature issues (replace with freshly prepared item)
- Size discrepancies (exchange for correct size with price adjustment if needed)
- Dietary restriction accommodations (substitute with appropriate alternative)
Exchange Benefits
- Faster resolution than refunds
- No waiting for payment processing
- Ensures you still enjoy a Church's Chicken meal
- Available for in-store and delivery orders
Exchange Limitations
- Must be of equal or lesser value
- Same-day exchange required
- Original receipt required
- One exchange per transaction
7. Damaged or Defective Items
Quality Issues
We take food quality seriously. If you receive damaged or defective items, we will provide an immediate resolution:
- Cold Food: Items delivered below safe serving temperature
- Overcooked/Burnt: Items that are excessively cooked or burnt
- Undercooked: Chicken or other items not cooked to safe standards
- Spoiled Items: Any food showing signs of spoilage
- Foreign Objects: Items containing foreign materials
Immediate Actions
If you receive damaged or defective items:
- Stop consuming the item immediately
- Take photos of the issue
- Contact us within 2 hours
- Preserve the item for inspection if requested
- Provide detailed description of the problem
Priority Processing
Damaged or defective item reports receive priority processing. We will provide an immediate replacement or full refund, plus additional compensation such as a free meal voucher for future use. Food safety issues are escalated to our quality control team for investigation and prevention measures.
8. Contact Information
Phone Support
+1 407-939-5277
Monday - Sunday
9:00 AM - 10:00 PM EST
Visit Us
In-Person Support
4401 Floridian Way
Lake Buena Vista, FL 32830
Information to Include
When contacting us about a refund request, please provide:
- Order number or receipt information
- Date and time of purchase
- Store location (if applicable)
- Detailed description of the issue
- Photos of any quality issues
- Contact information for follow-up
- Preferred resolution (refund or exchange)
- Original payment method details
Last updated: January 2026. This policy is subject to change without notice. Please check our website for the most current version.