Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

This Refund Policy governs all purchases made through our website deweyspizza-new.click and any orders placed directly with Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or amend this policy at any time, and changes will be effective upon posting to our website.

We understand that issues can arise with food orders — from incorrect items to quality concerns — and we take every complaint seriously. Our goal is to resolve all issues fairly, promptly, and professionally in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Contact Information for Refund Requests

Before reviewing the full policy, please note our primary contact details for all refund-related inquiries:

3. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund or credit, the following conditions must generally be met:

• The order was placed directly through deweyspizza-new.click or by phone with Dewey's Pizza.
• The refund request is submitted within the applicable timeframe described in Section 4 of this policy.
• The issue relates to one or more of the following qualifying circumstances:
  • You received an incorrect item or order (wrong pizza, toppings, size, or quantity).
  • Your order arrived in an unsatisfactory condition due to our preparation or packaging error.
  • Your order was significantly delayed beyond the estimated delivery window through no fault of the customer.
  • Your order was not delivered and cannot be confirmed as received.
  • A billing error occurred, resulting in a duplicate charge or an overcharge.
  • Items were missing from your order upon delivery or pickup.
• You have not consumed a substantial portion of the food item being disputed, unless the quality issue was discovered after partial consumption.
• Supporting documentation (photos, order confirmation numbers) is provided where applicable.

Refunds are issued at the sole discretion of Dewey's Pizza management and are subject to verification. We reserve the right to deny a refund request if we determine the claim does not meet the eligibility criteria or if evidence suggests fraudulent activity.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these windows may not be eligible for a full refund but may be considered for a store credit or partial refund at management's discretion.

5. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds under any conditions. Please review the following non-refundable scenarios carefully:

• Change of mind: Refunds will not be issued simply because you changed your mind after placing an order that has already been prepared or is in the delivery process.
• Customized orders: Pizzas or menu items that were prepared according to your specific customization requests (e.g., specific toppings, sauces, dietary modifications) are non-refundable unless there is a clear error on our part.
• Promotions and discounted items: Orders placed using a promotional discount code, coupon, or special offer are generally non-refundable unless an error occurred on our end.
• Delivery fees: Delivery charges are non-refundable once an order has been dispatched, except in cases of non-delivery caused by our error.
• Digital gift cards or credits: Once issued, store credits and gift cards are non-refundable and cannot be exchanged for cash.
• Fully consumed orders: Orders that have been consumed in their entirety without a timely quality complaint are not eligible for a refund.
• Incorrect delivery address provided by customer: We are not responsible for orders delivered to an incorrect address provided at checkout.
• Delays caused by external factors: Delays due to severe weather, traffic, or circumstances beyond our reasonable control do not qualify for refunds, though we may offer goodwill credits at our discretion.

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

To request a refund, please follow the steps outlined below to ensure your request is processed as quickly as possible:

1. Gather your information: Have the following ready before contacting us:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time the order was placed and received
   • A clear description of the issue
   • Photographs of the incorrect or unsatisfactory items (if applicable)
2. Contact us: Reach out to our customer support team via email at [email protected] or visit deweyspizza-new.click to use our contact form.
3. Submit your request: Clearly state that you are requesting a refund and provide all relevant details, including your preferred resolution (refund, replacement, or store credit).
4. Await confirmation: You will receive an acknowledgment of your request within 1 business day. Our team may follow up with additional questions.
5. Review and resolution: Our team will review your request and notify you of the outcome within 3–5 business days. If approved, the refund or credit will be processed according to the timelines in Section 7.

7. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to be returned, depending on your original payment method:

8. Partial Refunds

In certain situations, only a partial refund may be granted. Conditions that may result in a partial refund include:

• Only a portion of the items in an order were incorrect, missing, or unsatisfactory — refunds will be issued for the affected items only.
• The food quality complaint was made after partial consumption of the order.
• A portion of the order was used or consumed before the issue was identified.
• A coupon, promotional discount, or loyalty points were applied to the original order — the refund will reflect the actual amount paid.
• Delivery fees may be excluded from a partial refund if the delivery was successfully completed.

Partial refunds are assessed on a case-by-case basis and will be communicated clearly to the customer with a breakdown of the approved refund amount.

9. Exchange Policy

Where a full refund is not appropriate, Dewey's Pizza may offer an exchange or replacement as an alternative resolution. Our exchange policy is as follows:

• If you received an incorrect item, we will offer to prepare and deliver the correct item at no additional charge, subject to availability and operating hours.
• Exchanges or replacements must be requested within the same timeframe as refunds (see Section 4).
• Replacement orders are subject to standard delivery times and are dispatched at our earliest available opportunity.
• We do not accept the physical return of food items for health, safety, and hygiene reasons.
• If a replacement is offered and accepted by the customer, no additional monetary refund will be issued for the same item unless the replacement also fails to meet quality standards.
• Store credits may be offered in lieu of a replacement if the item is no longer available or if replacement is not practical given the circumstances.

10. Cancellation Policy

Order cancellations are subject to the following conditions:

10.1 Cancellation Before Preparation Begins

If you contact us to cancel your order before our kitchen has begun preparing it, you are entitled to a full refund to your original payment method. Please act quickly, as food preparation typically begins within minutes of order placement.

10.2 Cancellation After Preparation Has Begun

If your order is already being prepared, cancellations may not be accepted, or only a partial refund may be issued at the discretion of our management team. Once an order is dispatched for delivery, it cannot be cancelled.

10.3 Pre-Orders and Scheduled Orders

For orders scheduled in advance, cancellations must be made at least 2 hours before the scheduled preparation time to qualify for a full refund. Cancellations made within the 2-hour window may only be eligible for a store credit.

10.4 How to Cancel

To cancel an order, contact us immediately at [email protected] and include your order number and reason for cancellation. Phone cancellations, where available, are the fastest method during business hours.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our structured dispute resolution process:

1. Step 1 – Internal Escalation: Contact us again at [email protected] and request that your matter be escalated to a senior member of our team. Please reference your original complaint reference number.
2. Step 2 – Management Review: A member of Dewey's Pizza management will personally review the dispute and provide a final written decision within 5 business days.
3. Step 3 – Third-Party Mediation: If you remain unsatisfied after our management review, you may seek assistance from a neutral third-party mediator. Both parties agree to make a good faith effort to resolve the dispute through mediation before pursuing legal action.
4. Step 4 – Regulatory Complaint: You also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's consumer protection office if you believe your consumer rights have been violated.
5. Step 5 – Legal Proceedings: In the event that a dispute cannot be resolved through the above steps, either party may pursue legal remedies available under applicable United States federal and state law.

12. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card company without first attempting to resolve the issue with us, Dewey's Pizza reserves the right to:

• Dispute the chargeback with documented evidence of order fulfillment.
• Suspend or cancel your account and any associated loyalty rewards.
• Decline future orders at our discretion.

We encourage all customers to contact us at [email protected] first, as we can typically resolve issues much faster than a formal bank dispute process.

13. Consumer Rights Under Applicable Law

This Refund Policy is designed to comply with applicable United States consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce.
• Applicable state consumer protection statutes governing food service and retail businesses.

Nothing in this Refund Policy is intended to limit or override any statutory rights you may have as a consumer under applicable law. Where any provision of this policy conflicts with applicable law, the law shall prevail.

14. Policy Updates

Dewey's Pizza reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at deweyspizza-new.click. We encourage customers to review this page periodically. Continued use of our services following any changes constitutes acceptance of the updated policy.

15. Contact Us

For all refund requests, questions about this policy, or any customer service concerns, please reach out to us through the following channels:

Our customer service team is committed to responding to all refund inquiries within 1 business day. We appreciate your patience and your trust in Dewey's Pizza.

This Refund Policy was last reviewed and updated on July 1, 2026.