Refund Policy

Last Updated: July 18, 2026

1. Introduction

At Dions, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and fair as possible. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the applicable timeframes, and the procedures you must follow to initiate a request.

This policy applies to all purchases made through our website dionshot.rest and any other official ordering channels operated by Dions. All transactions are subject to applicable consumer protection laws in the United States, including relevant Federal Trade Commission (FTC) guidelines and any applicable state laws.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. A refund may be issued under the following circumstances:

• The item received was significantly different from what was described or shown on our website.
• The food product arrived in an unsafe, spoiled, or otherwise unacceptable condition due to issues on our end.
• The wrong item was delivered as a result of an error made by Dions or our fulfillment team.
• The order was never delivered and confirmed as lost by our delivery service provider.
• A duplicate charge was processed for the same order.
• A technical error during checkout resulted in an unintended or unauthorized transaction.

To be eligible for a refund, the claim must be submitted within the applicable timeframe described in Section 3 below. We reserve the right to request supporting evidence such as photographs, order numbers, or written descriptions before approving any refund request.

3. Timeframes for Refund Requests

Timely communication is essential when dealing with food-related refund requests. Please observe the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage all customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Food items that have been fully consumed before a complaint is raised, unless a verifiable quality or safety issue existed at the time of delivery.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery at the scheduled time.
• Special promotional or discounted items explicitly marked as "final sale" or "non-refundable" at the time of purchase.
• Custom or specially prepared food orders that were made to the customer's specific request.
• Gift cards, vouchers, or promotional credits issued by Dions.
• Delivery fees, service charges, or platform processing fees, unless the order was never fulfilled due to our error.
• Orders where the refund request is made purely due to a change of mind after the order has been prepared or dispatched.

5. How to Request a Refund

Follow these steps to submit a refund request with Dions:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date of purchase, and a description of the issue ready before contacting us.
2. Step 2 — Document the Issue: If applicable, take clear photographs or screenshots that support your claim. This is especially important for food quality issues, incorrect items, or damaged packaging.
3. Step 3 — Contact Our Support Team: Reach out to us via email at [email protected] or through the contact form available on our website at dionshot.rest. Include your order number, the nature of your issue, and any supporting documentation.
4. Step 4 — Wait for Confirmation: Our team will acknowledge your request within 1–2 business days. We may reach out to ask for additional information or clarification.
5. Step 5 — Review and Decision: Once we have all necessary information, we will evaluate your request and communicate our decision within 3–5 business days. If your refund is approved, we will initiate the process using the original payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Please be aware that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In some situations, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of the order was affected by a quality issue or incorrect item, while the remainder of the order was delivered correctly and in satisfactory condition.
• The customer has partially consumed the order before identifying the issue.
• The issue reported is minor and does not significantly diminish the overall value of the order, as determined at our discretion.
• A promotional discount was applied at checkout, and the refund amount will reflect the proportion of the discounted price paid.

In all cases involving partial refunds, our customer support team will clearly communicate the approved refund amount and the reasoning behind the decision before processing.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not possible once an order has been prepared and dispatched. However, Dions may offer the following alternatives in lieu of a direct exchange:

• Replacement Order: If an incorrect or unsatisfactory item was delivered, we may offer to send a replacement item at no additional charge, subject to availability and our internal verification process.
• Store Credit: Instead of a monetary refund, customers may opt to receive store credit of equivalent value, which can be applied toward a future order at dionshot.rest.
• Partial Refund with Re-order Option: In cases where a replacement is not feasible, we may issue a partial or full refund and encourage the customer to place a new order.

Exchange requests must be submitted within the same timeframes as standard refund requests. Our team will work with you to find the most suitable resolution based on the nature of the issue.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. Please review the following cancellation terms:

9.1 Cancellations Before Order Preparation

If you wish to cancel your order before it has entered the preparation stage, please contact us immediately at [email protected]. Orders cancelled prior to preparation are eligible for a full refund of the amount paid, including any applicable delivery fees.

9.2 Cancellations During Preparation

Once an order has entered the preparation stage, cancellation may not be possible. If a cancellation is still approved at this stage at the discretion of our team, a partial refund may be issued, deducting any costs already incurred for preparation.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you have a concern about a dispatched order, please allow the delivery to be completed and then contact us to initiate a refund request using the process outlined in Section 5.

9.4 Subscription or Recurring Orders

If Dions offers subscription-based meal plans or recurring orders, customers may cancel their subscription at any time by contacting us at [email protected]. Cancellations must be submitted at least 48 hours before the next scheduled order date to avoid being charged for that cycle. Charges already processed for an upcoming order cannot be refunded unless the order has not yet entered preparation.

10. Dispute Resolution Process

We are committed to resolving any issues fairly and efficiently. If you are not satisfied with the outcome of your refund or cancellation request, you may pursue the following steps:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request to have your case escalated to a senior member of our customer service team. To do so, reply to any existing correspondence with our team or send a new email to [email protected] with the subject line "Escalation Request — [Your Order Number]." We will review the matter and respond within 3–5 business days.

10.2 Chargeback Requests

If you believe you have been wrongfully charged and we have been unable to resolve the matter to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback. We encourage customers to exhaust our internal resolution process before pursuing a chargeback, as this allows us to address the issue more quickly and directly.

10.3 Consumer Protection Resources

Customers in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact their state's consumer protection office if they believe their consumer rights have been violated. We take all consumer protection obligations seriously and cooperate fully with any regulatory inquiries.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States. Any legal actions or proceedings relating to this policy shall be subject to the jurisdiction of the appropriate courts in the United States.

11. Changes to This Refund Policy

Dions reserves the right to update or modify this Refund Policy at any time. Changes will become effective upon posting to our website at dionshot.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions, concerns, or requests related to this Refund Policy, or if you would like to initiate a refund, cancellation, or exchange, please do not hesitate to contact us using the details below: