Refund Policy

Last Updated: May 2, 2026

1. Introduction

At Dions, we are committed to providing our customers with high-quality food products and a satisfying experience with every order. We understand that issues may occasionally arise, and we have established this Refund Policy to ensure that all concerns are handled fairly, transparently, and efficiently.

This policy applies to all purchases made through our website dionsfood.click and covers refund eligibility, request procedures, processing timelines, and related matters. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Refund Eligibility Conditions

We want every customer to be satisfied with their Dions order. Refunds may be granted under the following conditions:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, contaminated, or otherwise unfit for consumption upon arrival.
• Damaged Packaging: The packaging was severely damaged in a way that compromised the safety or quality of the food item.
• Allergic Ingredient Discrepancy: An item contained an allergen that was not disclosed in the product description on our website at the time of ordering.
• Order Not Delivered: Your order was never delivered and no pickup confirmation was issued.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

To be considered eligible, the refund request must meet the timeframe requirements outlined in Section 3 below, and must be supported by appropriate documentation such as photographs or order confirmation details.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve any issue with your order. Please observe the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Situations

The following situations and items are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Food items that have been partially or fully consumed, unless a quality or safety concern is reported within the eligible timeframe.
• Custom or specially prepared items made to the customer's specific request, once the order preparation has begun.
• Promotional, discounted, or complimentary items provided at no charge.
• Issues resulting from incorrect delivery information provided by the customer.
• Delays caused by circumstances outside our control, including but not limited to severe weather, traffic, or third-party delivery service delays.
• Refund requests submitted beyond the eligible reporting window without valid justification.
• Dissatisfaction based on personal taste preferences, where the item was accurately described on our website.

5. How to Request a Refund — Step-by-Step

If you believe your order qualifies for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Collect your order confirmation number, date of purchase, and a clear description of the issue. If applicable, take photographs of the incorrect, damaged, or spoiled items before discarding them.
2. Step 2 — Contact Our Customer Support Team: Reach out to us via email at [email protected] or through the contact form available on our website at dionsfood.click. Please include your full name, order number, contact information, and a detailed description of the problem.
3. Step 3 — Submit Supporting Documentation: Attach any relevant photos, screenshots of your order, or other documentation that supports your claim. This helps our team process your request more efficiently.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days. We may follow up with additional questions if needed to fully investigate your concern.
5. Step 5 — Resolution Notification: Once your request has been reviewed, we will notify you of our decision via email. If your refund is approved, we will initiate the process according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on the payment method used at the time of purchase:

Please note that while we initiate refunds promptly upon approval, actual posting times are subject to your bank or payment provider's processing schedules, which are outside of our control. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or payment provider directly before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was affected by the issue (e.g., one incorrect item out of a multi-item order).
• The food item received was of lower value or quantity than what was ordered, but the remaining items were satisfactory.
• Packaging damage affected only certain items in the order, while others remained intact.
• A promotional discount was applied to the order, and the refund will reflect the actual amount paid for the affected item(s).
• The customer contributed to the issue through unclear instructions or special requests that were partially fulfilled.

The amount of any partial refund will be calculated based on the price paid for the affected item(s), including applicable taxes. We will clearly communicate the amount and rationale of any partial refund when notifying you of our decision.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available. However, we offer the following alternatives in situations where an exchange would otherwise be appropriate:

• Replacement Order: In cases of incorrect or missing items, we may, at our discretion, offer to prepare and deliver or make available for pickup a replacement of the affected item(s) at no additional charge, subject to availability.
• Store Credit: As an alternative to a monetary refund, we may offer store credit of equivalent value, which can be applied toward a future order on dionsfood.click.
• Complimentary Item on Next Order: For minor issues, we may offer a complimentary item or discount on your next order as a gesture of goodwill.

Replacement orders are subject to the same quality standards as original orders. Any replacement offer will be communicated to you during the refund resolution process, and you are not obligated to accept a replacement in lieu of a monetary refund if you qualify for one.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair while accounting for the time-sensitive nature of food preparation:

9.1 Before Order Preparation Begins

If you need to cancel your order before our kitchen has begun preparing it, please contact us immediately at [email protected]. If the cancellation is received before preparation has started, you will be eligible for a full refund of the amount paid.

9.2 After Order Preparation Has Begun

Once our team has begun preparing your order, cancellations are generally not accepted, as the food has already been allocated and prepared. In this stage, refunds will only be considered under the eligibility conditions described in Section 2 of this policy.

9.3 Scheduled or Advance Orders

For orders placed in advance for a future date or time, cancellations must be submitted at least 2 hours before the scheduled preparation time to be eligible for a full refund. Cancellations received less than 2 hours before the scheduled time may be subject to a partial refund or no refund, depending on how far along the preparation process is at the time of the cancellation request.

9.4 How to Cancel

To request a cancellation, contact our support team as soon as possible at [email protected], providing your order number and the reason for cancellation. We will do our best to accommodate your request promptly.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request, we encourage you to follow our dispute resolution process before pursuing external remedies:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original refund request details, the decision you received, and the reason you believe the decision should be reconsidered. Our management team will review escalated cases and respond within 5 business days.

10.2 Chargeback and Payment Disputes

You have the right to contact your credit card issuer or payment provider to initiate a chargeback if you believe you were charged for something you did not receive or that does not match what was described. We ask that you contact us first to attempt resolution before initiating a chargeback, as this helps us resolve issues more quickly and maintain accurate records.

10.3 Consumer Protection Resources

Customers in the United States also have the right to file complaints with the Federal Trade Commission (FTC) at ftc.gov or their respective state consumer protection agency if they believe their consumer rights have been violated. Customers located in California may additionally refer to protections available under the California Consumer Privacy Act (CCPA/CPRA) as applicable to personal data involved in transactions.

10.4 Informal Resolution Preference

Dions strongly prefers to resolve all disputes informally and in good faith. We are committed to fair and transparent communication and will make every reasonable effort to find a satisfactory resolution for our customers.

11. Chargebacks and Fraudulent Claims

We take fraudulent activity and abuse of our refund system seriously. Customers who submit knowingly false or misleading refund claims, or who initiate unauthorized chargebacks for valid and fulfilled orders, may be subject to the following actions:

• Suspension or permanent termination of their account on dionsfood.click.
• Being placed on a restricted list that limits future ordering capabilities.
• Legal action in accordance with applicable United States federal and state laws, including fraud statutes.

We reserve the right to dispute chargebacks that we believe are fraudulent or unwarranted by providing evidence of order fulfillment to the relevant payment processor.

12. Changes to This Refund Policy

Dions reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will become effective upon posting of the updated policy on our website at dionsfood.click, with the "Last Updated" date revised accordingly. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or questions about this policy, please reach out to our customer support team using the contact details below. We are here to help and will respond as promptly as possible.

When contacting us regarding a refund, please include the following information to help us resolve your request efficiently:

• Your full name
• Order confirmation number
• Date and time of your order
• A clear description of the issue
• Photographs or supporting documentation where applicable
• Your preferred resolution (refund, replacement, store credit, etc.)

This Refund Policy was last updated on May 2, 2026, and applies to all transactions conducted through dionsfood.click.