Refund Policy

Overview

At Dions, customer satisfaction is our highest priority. We are committed to providing exceptional food experiences and stand behind the quality of our products and services. This refund policy outlines the conditions and procedures for requesting refunds, ensuring transparency and fairness for all our valued customers.

This policy applies to all purchases made through our restaurant, online ordering system, catering services, and third-party delivery platforms. Please review this policy carefully before placing your order.

Eligibility for Refunds

Refund requests must meet the following eligibility criteria:

• Timeframe: Refund requests must be submitted within 24 hours of order pickup or delivery
• Proof of Purchase: Valid receipt, order confirmation number, or transaction record required
• Quality Issues: Items that are spoiled, contaminated, incorrectly prepared, or significantly different from what was ordered
• Service Failures: Orders that were not delivered, significantly delayed beyond estimated time, or canceled by the restaurant
• Dietary Restrictions: Items that contain undisclosed allergens or ingredients contrary to specified dietary requirements
• Order Errors: Wrong items delivered or missing items from your order

Non-Refundable Items

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

• Change of Mind: Orders that are correctly prepared and delivered but no longer wanted
• Taste Preferences: Items that meet quality standards but do not match personal taste expectations
• Gift Cards: Gift cards and promotional certificates (non-transferable and non-refundable)
• Catering Deposits: Non-refundable deposits for catering services canceled less than 48 hours in advance
• Custom Orders: Specially prepared or modified items made to customer specifications
• Promotional Items: Free items, samples, or products obtained through promotional offers
• Third-Party Fees: Delivery fees, service charges, or processing fees charged by third-party platforms

Refund Process

To request a refund, please follow these steps:

Refund Methods and Processing Time

Approved refunds are processed using the following methods and timeframes:

Exchanges vs. Refunds

We offer both exchanges and refunds based on the nature of your concern:

Exchanges are processed immediately when possible. If the desired item is unavailable, a full refund will be offered. Customers may also choose to receive store credit instead of an immediate exchange.

Damaged or Defective Items

We take special care to ensure all food items are prepared and packaged properly. However, if you receive damaged or defective items:

• Safety First: If you suspect food safety issues, stop consumption immediately and contact us
• Documentation: Take photos of damaged items and packaging for our review
• Preservation: Keep items refrigerated or at safe temperatures until resolved
• Full Refund Guaranteed: All damaged or defective items qualify for full refunds
• Replacement Offered: We will offer to replace the item at no additional cost
• Investigation: We will investigate the cause to prevent future occurrences

Damaged or defective items are processed as priority refund requests and are typically resolved within 2 hours during business hours.

Contact Information for Refund Requests