Refund Policy

Effective Date: June 9, 2026 | Last Updated: June 9, 2026

1. Introduction

Welcome to Dions, your trusted food service provider operating through our website at fresh-dions.click. We take great pride in delivering high-quality food products and an exceptional customer experience. We understand that situations arise where a refund or exchange may be necessary, and we have developed this comprehensive Refund Policy to ensure a fair, transparent, and efficient process for all our customers.

This policy applies to all purchases made through our website, mobile platform, phone orders, or any other channel associated with Dions. By placing an order with us, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

We encourage you to contact us directly if you have any concerns about your order before initiating a formal refund request, as we are often able to resolve issues quickly and to your satisfaction.

2. Eligibility Conditions for Refunds

Not all purchases automatically qualify for a refund. To be eligible for a refund from Dions, the following conditions must generally be met:

• Quality Issues: The food item received was spoiled, contaminated, or significantly different from what was described on our menu or website.
• Incorrect Order: You received items that were not what you ordered, including wrong ingredients, missing items, or incorrect quantities.
• Missing Items: Part or all of your order was not included in your delivery or pickup.
• Damaged Packaging: Items arrived in packaging that was severely compromised, rendering the food unsafe or unsuitable for consumption.
• Allergic Reactions Due to Mislabeling: If you experienced an adverse reaction due to an ingredient that was not disclosed on the menu or was contrary to a specific allergy request you submitted at the time of ordering.
• Failed Delivery: Your order was never delivered and no satisfactory resolution was offered.
• Overcharging: You were charged more than the confirmed price at checkout.
• Duplicate Charges: Your payment method was charged more than once for the same order.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting evidence, including photographs, order numbers, or other documentation, before processing any refund.

3. Timeframes for Refund Requests

To ensure your refund request is properly considered, it must be submitted within the applicable timeframes outlined below:

Requests submitted outside these timeframes may not be eligible for a refund, though we will consider them on a case-by-case basis at our sole discretion. We strongly encourage customers to inspect their orders immediately upon receipt and report any issues promptly.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds under this policy. Please review the following carefully:

• Change of Mind: We do not offer refunds simply because you changed your mind after an order was placed and is being prepared or has been delivered.
• Consumed Items: Food items that have been substantially consumed are generally not eligible for refunds unless there is a documented quality or safety issue.
• Customized Orders: Items prepared according to specific customer customizations and delivered as requested.
• Late Requests: Refund requests submitted beyond the applicable timeframes outlined in Section 3.
• Promotional or Discounted Items: Items purchased at heavily discounted rates or as part of special limited-time promotions may be marked as non-refundable at the time of purchase.
• Gift Cards and Credits: Purchased gift cards and store credits are non-refundable and non-transferable.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered due to our error.
• Customer-Caused Issues: Issues arising from incorrect delivery addresses provided by the customer, or failure to be available at the time of delivery after confirmed scheduling.

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

We have designed a simple and straightforward process to help you submit your refund request efficiently. Please follow the steps below:

1. Step 1 – Gather Your Information: Before contacting us, collect the following details:
   • Your order number or confirmation email
   • Date and time of the order
   • Description of the issue
   • Photographs or video evidence (if applicable, especially for quality issues or damaged items)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-dions.click
3. Step 3 – Submit Your Request: Provide a clear description of your issue, including your order number, the specific item(s) in question, and your preferred resolution (refund, replacement, or store credit).
4. Step 4 – Review Process: Our customer support team will review your request within 2 business days. We may ask for additional information or documentation during this review period.
5. Step 5 – Resolution Decision: Once your request has been reviewed, we will notify you of our decision via email. If your refund is approved, we will initiate the refund process immediately.
6. Step 6 – Confirmation: You will receive a confirmation once your refund has been processed. Please allow the applicable processing time based on your payment method (see Section 6).

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Dions, the time it takes for the funds to appear in your account varies depending on your original payment method:

Please note that these timeframes reflect the time after Dions has initiated the refund. We do not control processing times on the part of your bank or payment provider. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was affected by an issue (e.g., one item out of several was incorrect or missing).
• The food item was partially consumed before the quality issue was discovered.
• A promotional discount or coupon was applied to the affected item, and the refund is calculated on the actual amount paid.
• The issue falls within a gray area where full refund eligibility is not clearly established, and a partial refund represents a fair resolution.
• Delivery fees may be excluded from the refund amount if delivery was successfully completed but there was an issue with a specific food item.

The amount of a partial refund will be communicated to you clearly before it is processed, and you will have the opportunity to accept or dispute the amount through our dispute resolution process outlined in Section 10.

8. Exchange Policy

In many cases, Dions is happy to offer an exchange or replacement rather than a monetary refund, particularly for food service issues where a replacement can be prepared and delivered. Our exchange policy works as follows:

• Replacement Items: If you received the wrong item or a missing item, we will arrange for the correct item to be prepared and delivered to you as soon as possible, subject to availability and operating hours.
• Quality Replacements: If your food item arrived in an unsatisfactory condition, we may offer to resend the item. Replacements are subject to our operating hours and location.
• Timing: Replacement requests must be made within 2 hours of delivery for same-day replacement eligibility. Requests made after 2 hours may be offered as a credit or refund instead.
• No Upcharge: If the replacement item is of equal or lesser value to the original, no additional charge will be applied.
• Customer Preference: If you prefer a refund over a replacement, we will honor that preference subject to our eligibility requirements.

We are committed to making things right, and our team will work with you to find the most appropriate and convenient resolution.

9. Cancellation Policy

We understand that plans change, and sometimes an order may need to be cancelled. Please review our cancellation terms below:

9.1 Cancellations Before Preparation Begins

If you need to cancel your order and it has not yet entered the preparation stage, you may be eligible for a full refund. Orders can be cancelled by contacting us immediately at [email protected] or through our website at fresh-dions.click.

9.2 Cancellations After Preparation Has Begun

Once food preparation has commenced, cancellations may not be eligible for a full refund. In such cases, we may offer a partial refund or store credit at our discretion, depending on how far along the preparation process is.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery, the order will be considered fulfilled and no refund will be issued unless there is a documented quality or safety issue upon inspection.

9.4 Scheduled and Pre-Orders

For scheduled or pre-orders placed in advance, cancellations made more than 24 hours before the scheduled delivery or pickup time are eligible for a full refund. Cancellations made within 24 hours of the scheduled time may incur a cancellation fee or be eligible for store credit only.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have the right to escalate your concern through our formal dispute resolution process. We are committed to resolving all disputes fairly and transparently.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant documentation and a detailed explanation of why you believe a different resolution is warranted. Our management team will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card provider under applicable regulations, including protections afforded by the Fair Credit Billing Act (FCBA). We encourage you to first attempt to resolve the matter directly with us before initiating a chargeback, as this allows for a quicker resolution. However, we fully respect your rights in this regard.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov, your state's Attorney General's office, or the Better Business Bureau (BBB). We take all consumer complaints seriously and cooperate fully with regulatory authorities.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state law. Any unresolved disputes shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), or resolved through small claims court where applicable, at the customer's election.

11. Special Circumstances

We recognize that extraordinary situations may arise that fall outside the scope of this standard policy. In cases of:

• Food Safety Emergencies: If you believe a Dions product caused a serious food safety issue, please contact us immediately and seek medical attention if necessary. We will investigate promptly and cooperate with any applicable regulatory authorities.
• Natural Disasters or Force Majeure: In the event of circumstances beyond our control (e.g., severe weather, natural disasters, government-mandated closures), we will assess refund and cancellation requests on a case-by-case basis with flexibility and empathy.
• Repeated Issues: Customers who experience repeated problems with their orders will receive priority handling and may be offered goodwill credits in addition to standard refunds.

12. Store Credit Option

As an alternative to a monetary refund, Dions may offer store credit in certain situations. Store credit can be used toward any future purchase on our platform and will be applied automatically at checkout. Store credit:

• Does not expire (unless otherwise stated at the time of issuance)
• Is non-transferable and cannot be exchanged for cash
• Cannot be combined with other promotional discounts unless specifically permitted
• Will be tied to the email address associated with your account

13. Policy Updates

Dions reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at fresh-dions.click. We encourage customers to review this policy periodically. For significant changes, we will make reasonable efforts to notify registered customers via email. Your continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

14. Contact Information

For all refund requests, questions about this policy, or any customer service inquiries related to your order, please do not hesitate to contact us using the information below. Our customer support team is ready to assist you.

When contacting us regarding a refund, please have your order number, date of purchase, and a description of the issue ready to help us assist you as efficiently as possible.