Refund Policy
Your satisfaction is our priority. Learn about our comprehensive refund and return policy.
Last Updated: January 1, 2026
Overview
At Dions, we are committed to providing you with exceptional food and service. We understand that sometimes things don't go as planned, and we want to make it right. Our refund policy is designed to be fair and straightforward while maintaining the quality and freshness standards you expect from us.
We stand behind every pizza, sub, and item we serve. If you're not completely satisfied with your purchase, we'll work with you to find a solution that makes you happy. This policy outlines the terms and conditions for refunds, exchanges, and returns to ensure transparency and consistency in how we handle these requests.
Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
-
Timeframe: Refund requests must be made within 24 hours of purchase for food items, or within 7 days for merchandise and gift cards.
-
Proof of Purchase: You must provide a valid receipt, order confirmation email, or transaction reference number.
-
Product Condition: For non-food items, products must be in original condition with original packaging where applicable.
-
Valid Reason: Refund requests must be for legitimate reasons such as quality issues, incorrect orders, or service problems.
-
Original Payment Method: Refunds are processed to the original payment method used for the purchase.
Non-Refundable Items
The following items and services are not eligible for refunds:
-
Consumed Food Items: Food that has been partially or fully consumed cannot be refunded unless there was a quality or safety issue.
-
Custom Orders: Specially customized pizzas or items made to specific customer requests (unless prepared incorrectly).
-
Promotional Items: Free items received through promotions, coupons, or special offers.
-
Digital Services: Online ordering fees, delivery charges (unless service was not provided).
-
Gift Card Balances: Partially used gift cards cannot be refunded for the remaining balance.
-
Third-Party Items: Items not prepared by Dions (beverages from other brands, etc.) may have different return policies.
Refund Process
Follow these steps to request a refund:
Contact Us Immediately
Reach out to us as soon as possible after your purchase. For food quality issues, contact us while the food is still available for inspection. Use our phone, email, or visit the store where you made your purchase.
Provide Order Details
Have your receipt, order number, or transaction details ready. Provide the date and time of purchase, items ordered, and the specific issue you experienced. Photos may be helpful for quality concerns.
Explain the Issue
Clearly describe the problem with your order or service. Our team will ask questions to better understand the situation and determine the best resolution for your specific case.
Return Items if Required
For certain items, we may ask you to return the product to the store. This typically applies to incorrect orders or quality issues where an inspection is needed.
Receive Confirmation
Once your refund is approved, you'll receive a confirmation with details about when and how the refund will be processed. Keep this confirmation for your records.
Refund Methods & Timeframes
Payment Method Processing
-
Credit/Debit Cards: 3-5 business days
-
Cash Purchases: Immediate cash refund in-store
-
Gift Cards: Store credit issued same day
-
Digital Payments: 2-7 business days
Refund Options
-
Full Refund: Complete purchase price returned
-
Partial Refund: For partial order issues
-
Store Credit: Credit for future purchases
-
Replacement Order: New item at no charge
Exchange Policy
We offer exchanges as an alternative to refunds in many situations:
Exchange Eligibility
-
Incorrect orders can be exchanged for correct items
-
Defective or unsatisfactory items for similar products
-
Merchandise in original condition within 7 days
-
Gift cards can be exchanged for different denominations
Exchange Process
-
Same-day exchanges preferred for food items
-
No additional charges for equal value exchanges
-
Price difference applies for upgraded items
-
Credit issued for higher value original item
Damaged or Defective Items
Special policies apply to damaged or defective products:
Food Quality Issues
-
Cold Food: Immediate replacement or full refund
-
Wrong Temperature: Fresh preparation at no charge
-
Missing Items: Delivery of missing items or refund
-
Quality Issues: Full refund plus replacement if desired
Merchandise Issues
-
Defective Products: Full refund or exchange
-
Damaged in Transit: Replacement at no cost
-
Manufacturing Defects: Return to manufacturer if applicable
-
Wrong Item Sent: Correct item plus return shipping
Contact Information for Refunds
Need to request a refund or have questions about our policy? Contact us through any of these methods:
Primary Contact Methods
+1 855-228-6325
Available 24/7 for urgent issues1330 Maryland Ave SW
Washington, DC 20024, USA
What to Include
When contacting us about a refund, please provide:
-
Order number or receipt details
-
Date and time of purchase
-
Items purchased
-
Detailed description of the issue
-
Photos if applicable
-
Preferred resolution method