Refund Policy

Overview

At Dions, we are committed to providing exceptional food quality and customer satisfaction. We understand that occasionally, circumstances may arise that require a refund or return. This refund policy outlines our commitment to resolving any issues promptly and fairly while maintaining the highest standards of food safety and service excellence.

Our goal is to ensure every customer enjoys their dining experience. If for any reason you are not completely satisfied with your order, we encourage you to contact us immediately so we can address your concerns and work toward a satisfactory resolution.

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

• Timeframe: Refund requests must be submitted within 24 hours of order completion for dine-in orders, or within 2 hours of delivery for takeout and delivery orders
• Order Verification: You must provide valid proof of purchase, including order number, receipt, or payment confirmation
• Valid Reason: Refunds are granted for quality issues, incorrect orders, delivery problems, or food safety concerns
• Product Condition: For food safety reasons, we cannot accept returns of consumed food items, but photographic evidence of quality issues is acceptable
• Contact Requirement: You must contact our customer service team before disposing of any problematic items to allow for proper documentation

Please note that refund eligibility is subject to verification and our team's assessment of the circumstances surrounding your request.

Non-Refundable Items

Certain items and services are not eligible for refunds under our policy:

• Custom orders that were prepared according to your specific instructions and preferences
• Orders that have been completely consumed without prior notification of quality issues
• Gift cards and promotional vouchers (unless required by applicable law)
• Delivery fees for successful deliveries (unless the order itself qualifies for a refund)
• Orders cancelled after food preparation has begun
• Orders where the customer was not available to receive delivery after multiple attempts
• Catering orders cancelled less than 24 hours before the scheduled delivery time
• Special event packages and reservation fees

Refund Process

To request a refund, please follow these steps:

1. Contact Us Immediately: Call our customer service line at +1 860-567-0043 or email [email protected] as soon as you identify an issue with your order
2. Provide Order Details: Share your order number, receipt, payment method, and a detailed description of the issue
3. Documentation: If applicable, provide photographs of the problematic items to help our team understand the issue
4. Investigation: Our customer service team will review your request and may contact you for additional information
5. Resolution Decision: We will notify you of our decision within 24 hours of receiving your complete refund request
6. Refund Processing: If approved, your refund will be processed according to our refund methods outlined below

Refund Methods

Approved refunds will be processed using the following methods and timeframes:

Payment Method Returns

• Credit/Debit Cards: Refunds will be credited to the original payment method within 5-7 business days
• Cash Payments: Cash refunds will be provided immediately at the restaurant location or processed via check within 3-5 business days
• Digital Payments: Refunds for payments made through digital wallets or payment apps will be processed within 3-5 business days
• Gift Cards: Refunds may be issued as store credit or gift cards at our discretion

Processing Times

Please note that while we initiate refunds promptly, the actual time for funds to appear in your account depends on your financial institution's processing times. We will provide you with a confirmation number and expected timeframe for your specific refund.

Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality dining experience you expect:

• Immediate Replacement: For incorrect or unsatisfactory orders, we will prioritize preparing a replacement meal at no additional cost
• Store Credit: We may offer store credit equal to the value of your order for future use at any Dions location
• Upgrade Options: When appropriate, we may offer upgraded menu items or additional items to compensate for any inconvenience
• Future Order Discounts: Significant discounts or complimentary items on your next order may be offered as an alternative to immediate refunds

Exchanges and store credit options may be more convenient and allow you to experience the quality and service that Dions is known for.

Damaged or Defective Items

We take food quality and safety seriously. If you receive damaged or defective items:

• Immediate Action: Do not consume the item and contact us immediately for food safety reasons
• Full Refund Guarantee: Damaged or defective items are eligible for immediate full refund, regardless of consumption
• Safety Investigation: We will conduct a thorough investigation to prevent similar issues in the future
• Expedited Processing: Refunds for damaged or defective items will be processed within 24 hours of confirmation
• Additional Compensation: We may offer additional compensation for any inconvenience caused by food safety issues
• Quality Assurance Follow-up: Our quality assurance team will review all processes to prevent recurrence