Refund Policy

1. Order Refunds

FreshCut NYC is committed to customer satisfaction. If your order does not meet expectations, you may be eligible for a refund under the following conditions:

• Order not delivered: Full refund if the order is not delivered within 2 hours of the estimated delivery window.
• Wrong items received: Full refund or replacement for items that do not match your order.
• Quality issue: Full refund if meat products arrive above safe temperature thresholds (41°F for refrigerated, 0°F for frozen) as verified by our cold-chain logs.
• Missing items: Refund for the value of missing items plus applicable fees proportionally.
• Damaged packaging: Full refund if packaging is visibly damaged and product integrity is compromised.

2. Delivery Delay Credits

• 30–60 minutes late: 10% credit toward your next order
• 60–90 minutes late: 25% credit toward your next order
• Over 90 minutes late: Full refund of delivery fee

3. Cancellation Policy

• Before vendor accepts: Full refund, no cancellation fee.
• After vendor accepts but before preparation: Full refund minus a $2 processing fee.
• After preparation begins: No refund for customer-initiated cancellations, as perishable products cannot be restocked once cut or packaged.

4. Subscription Refunds

FreshCut+: You may cancel at any time. Refunds are not issued for partial billing periods. The subscription remains active until the end of the current billing cycle.

Meat of the Month Club: You may cancel, pause, or skip shipments at any time before the monthly cutoff (7 days before shipment). Refunds for shipped boxes follow the standard order refund policy above.

5. Gift Card Refunds

Gift cards are non-refundable after purchase but do not expire for 5 years from the date of issuance, in compliance with New York Uniform Commercial Practices Law §396-i. Unused balances remain available for future orders.

6. How to Request a Refund

To request a refund, contact our support team within 48 hours of delivery:

• In-app: Go to Orders → select order → “Report Issue”
• Email: support@freshcut.nyc
• Phone: (555) 010-1234

7. Processing Time

Approved refunds are processed within 5–7 business days to the original payment method. Credits are applied to your FreshCut account immediately.

8. Disputes

If you disagree with a refund decision, you may escalate the matter by emailing legal@freshcut.nyc. All disputes are governed by the laws of the State of New York.