Refund Policy

Effective Date: July 2, 2026  |  Last Updated: July 2, 2026

1. Introduction

At Dewey's Pizza, customer satisfaction is our highest priority. We take great pride in preparing fresh, high-quality food for every order. However, we understand that issues can occasionally arise, and we are committed to resolving any problems fairly and promptly.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted. This policy complies with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act. If you are a California resident, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA).

If you have any questions about this policy, please contact us directly using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was delivered in an unsatisfactory condition that is clearly attributable to our preparation, such as being undercooked, burnt, or containing foreign objects.
• Late Delivery: Your order was delivered significantly beyond the estimated delivery time, rendering the food unsuitable for consumption.
• Damaged Order: Your order arrived in a physically damaged state that was caused by our packaging or delivery process.
• Allergic Ingredient Error: If you provided clear allergen instructions at the time of ordering and your order contained the specified allergen due to our error.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders that have already been consumed, partially or fully, where the complaint is related to personal taste or preference rather than a verifiable defect.
• Orders where incorrect delivery address information was provided by the customer.
• Orders that were refused at the time of delivery without a valid reason.
• Promotional, discounted, or complimentary items unless they are defective or incorrect.
• Special custom orders that were prepared exactly as specified by the customer.
• Requests submitted after the eligible refund timeframe has passed (see Section 4).
• Dissatisfaction based solely on subjective taste preferences when the order was prepared correctly as requested.
• Orders affected by circumstances beyond our control, such as extreme weather conditions, natural disasters, or third-party delivery failures outside our direct service.

4. Timeframes for Refund Requests

To be eligible for a refund, you must contact Dewey's Pizza within the following timeframes:

Refund requests made outside of these timeframes may not be honored except at the sole discretion of Dewey's Pizza management.

5. How to Request a Refund (Step-by-Step)

Follow the steps below to submit a refund request:

1. Step 1 — Contact Us Promptly: Reach out to Dewey's Pizza as soon as the issue is identified. You can contact us via:
   • Email: [email protected]
   • Website: deweysnew.click
2. Step 2 — Provide Order Information: Include the following details in your request:
   • Full name used for the order
   • Order number or confirmation number
   • Date and time the order was placed
   • Description of the issue
   • Delivery address or pickup location
3. Step 3 — Submit Supporting Evidence: Where applicable, attach clear photographs of the problem (e.g., incorrect item, damaged food, missing items). Evidence greatly expedites the review process.
4. Step 4 — Review Process: Our customer service team will review your request within 1–2 business days. We may contact you for additional information if necessary.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may have additional processing times that are outside of our control. If you have not received your refund after the estimated period, please contact your payment provider before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only a portion of the order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality issue affected only part of the order (e.g., one pizza out of two was unsatisfactory).
• The order was partially consumed before the issue was identified, and the complaint is verifiable for only the unconsumed portion.
• A discount, promotional code, or coupon was applied to the order, and the refund will be calculated based on the actual amount paid.
• Delivery fees are non-refundable unless the delivery failure was entirely due to our error.

The partial refund amount will be determined by Dewey's Pizza based on the nature and extent of the issue. We will communicate the refund amount clearly before processing.

8. Exchange Policy

As a food business, exchanges function differently than in traditional retail settings. Due to the perishable nature of our products, we do not accept physical returns of food items. However, we do offer the following forms of exchange under eligible circumstances:

• Replacement Order: If your order was incorrect or unsatisfactory due to our error, we may offer to prepare and deliver or make available for pickup a replacement order at no additional cost to you.
• Item Swap: If a specific item was incorrect, we may offer to replace that single item during the same visit or on your next order.
• Store Credit: If a direct replacement is not feasible (e.g., the store is closing, you are unable to return), we may issue store credit equivalent to the value of the affected item(s).

Exchanges are subject to product availability and store operating hours. To request an exchange, please contact us using the same process described in Section 5.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines carefully:

9.1 Online and Phone Orders

• Before Preparation Begins: Orders cancelled within 5 minutes of placement, and before the kitchen has begun preparation, are eligible for a full refund.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations may not be accepted, and a full refund may not be available. A partial refund or store credit may be offered at management's discretion.
• After Order Is Out for Delivery: Orders that are already en route cannot be cancelled. Please refuse the delivery if you no longer wish to receive the order, but note that a refund will only be issued if there is a valid qualifying reason per Section 2.

9.2 In-Store Orders

• In-store orders that have not yet been prepared may be cancelled immediately. Please inform a staff member right away.
• In-store orders that are in preparation cannot be cancelled for a refund.

9.3 Pre-Orders and Catering Orders

• Pre-orders and catering orders cancelled more than 48 hours before the scheduled date are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled date may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled date are generally not eligible for a refund, as ingredients and preparation will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, you have the right to escalate your concern through the following process:

1. Step 1 — Internal Escalation: Request that your case be reviewed by a senior member of our team or management. Contact us at [email protected] with your original case reference and explain why you are unsatisfied with the initial resolution.
2. Step 2 — Management Review: Management will review all communications and evidence within 3–5 business days and provide a final written response.
3. Step 3 — Chargeback Rights: If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to initiate a chargeback through your bank or card issuer. We encourage you to contact us first so we can resolve the matter directly and avoid unnecessary bank disputes.
4. Step 4 — Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General office. California residents may also contact the California Department of Consumer Affairs.
5. Step 5 — Legal Resolution: If a dispute cannot be resolved through the above means, it shall be governed by the laws of the United States, and parties agree to attempt good-faith negotiation before pursuing formal legal action.

11. Fraud Prevention

Dewey's Pizza takes fraudulent refund claims seriously. We reserve the right to decline refund requests that appear to be made in bad faith, involve repeated claims from the same customer without legitimate cause, or are suspected of being fraudulent. Customers who engage in refund fraud may be banned from placing future orders and may be subject to legal action under applicable United States law.

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at deweysnew.click. We encourage you to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us through the following channels:

Our customer service team is available during regular business hours. We strive to respond to all refund inquiries within 1–2 business days.

This Refund Policy was last updated on July 2, 2026. © 2026 Dewey's Pizza. All rights reserved.