Refund Policy

1. Overview

At Dions, we are committed to providing exceptional food and service to all our customers. We understand that sometimes you may not be completely satisfied with your order, and we want to make things right. This refund policy outlines our commitment to customer satisfaction and the conditions under which refunds may be issued.

Last Updated: January 1, 2026

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated revision date.

2. Eligibility for Refunds

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

• Time Frame: Refund requests must be made within 24 hours of order pickup or delivery
• Proof of Purchase: You must provide a valid receipt, order confirmation number, or payment record
• Condition Requirements: Food items must be substantially untouched (more than 75% remaining)
• Valid Reason: Legitimate concerns such as wrong order, quality issues, or service problems
• Contact Requirement: You must contact us directly before disposing of the food items in question

We reserve the right to inspect returned food items and may require photographic evidence for delivery orders.

3. Non-Refundable Items

The following items and services cannot be refunded:

• Customized or special order items that were prepared to your specifications
• Food items that have been substantially consumed (less than 75% remaining)
• Orders placed more than 24 hours ago
• Gift cards and promotional certificates
• Delivery fees (unless the delivery was significantly delayed or failed)
• Items damaged due to customer mishandling after delivery or pickup
• Orders where no proof of purchase can be provided
• Catering services that have already been provided
• Items that were clearly described on the menu but didn't meet personal taste preferences

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us

• Call us at +1 510-239-9287
• Email us at [email protected]
• Visit our location at 4640 Telegraph Ave, Oakland, CA 94609

Step 2: Provide Information

• Order number or receipt
• Date and time of purchase
• Detailed description of the issue
• Photos of the items (if applicable)

Step 3: Return Items (if required)

• Return items to our location within 2 hours of contact
• Items must be in original packaging when possible
• Bring your receipt or order confirmation

Step 4: Processing

• We will review your request within 1 business day
• Approved refunds will be processed immediately
• You will receive confirmation of the refund status

5. Refund Methods

Refunds will be processed using the following methods:

Original Payment Method

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Payments: Immediate cash refund available at our location
• Online Payments: 5-10 business days depending on your bank
• Gift Cards: Credit will be added back to the original gift card

Alternative Methods

In some cases, we may offer:

• Store credit for future purchases
• Replacement items of equal or greater value
• Dions gift card with bonus value

Processing Time: Most refunds are processed within 24 hours of approval, though bank processing times may vary.

6. Exchanges

We offer exchanges as an alternative to refunds when appropriate:

Exchange Policy

• Exchanges must be for items of equal or greater value
• If exchanging for a higher value item, you pay the difference
• If exchanging for a lower value item, we will refund the difference
• Exchanges must be completed within 24 hours of original purchase
• Original receipt or order confirmation required

Exchange Process

• Contact us using the information provided in Section 4
• Bring the original items and receipt to our location
• Select replacement items from our current menu
• Complete the exchange and receive your new order

7. Damaged or Defective Items

We take special care with orders involving damaged or defective items:

Immediate Resolution

• Full refund or replacement guaranteed for damaged items
• No requirement to return damaged food items
• Photographic evidence may be requested for delivery orders
• Expedited processing for safety-related concerns

Quality Issues

• Food not cooked to proper standards
• Cold food that should be served hot
• Missing ingredients or incorrect preparation
• Foreign objects or contamination

Safety Concerns

If you believe there is a food safety issue:

• Stop consuming the item immediately
• Contact us immediately at +1 510-239-9287
• Preserve the item for inspection if possible
• Seek medical attention if you feel unwell

8. Contact Information

Business Hours for Refund Requests

• Phone Support: Monday - Friday, 9:00 AM - 6:00 PM PST
• Email Support: Monitored 24/7, response within 2 hours during business hours
• In-Person: During regular restaurant hours

What to Include in Your Refund Request

• Full name and contact information
• Order number or receipt details
• Date and time of purchase
• Detailed description of the problem
• Photos of the items (if applicable)
• Preferred refund method

Response Time: We strive to respond to all refund requests within 2 hours during business hours and within 24 hours on weekends and holidays.

For urgent food safety concerns, please call our phone number directly for immediate assistance.