Refund Policy

Effective Date: June 9, 2026 | Last Updated: June 9, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at fresh-deweys.click, by phone, or in person at Dewey's Pizza. Because our products are perishable food items prepared fresh upon order, our refund and return process differs from standard retail policies. We handle all refund and complaint requests on a case-by-case basis with fairness and transparency as our guiding principles.

By placing an order with Dewey's Pizza, you acknowledge and agree to the terms outlined in this policy. This policy is governed by the laws of the United States, including applicable Federal Trade Commission (FTC) consumer protection regulations.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Dewey's Pizza experience. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: The food was undercooked, overcooked, or otherwise not prepared to an acceptable standard.
• Food Safety Concerns: You discovered a foreign object in your food or have a legitimate concern about food safety or contamination.
• Late Delivery: Your delivery arrived significantly later than the estimated time quoted at checkout and the food was no longer in acceptable condition.
• Damaged Order: Your order arrived in a physically damaged condition that affected the quality or edibility of the food.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize.

To be eligible for a refund, you must contact us within the required timeframe stated below and provide sufficient detail or evidence to support your claim.

3. Timeframes for Refund Requests

Because our products are perishable, timely reporting is essential. The following timeframes apply:

Refund requests submitted outside these timeframes may be denied at our discretion. We encourage you to inspect your order immediately upon receipt and contact us right away if there is a problem.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds will not be issued simply because you changed your mind after the order was prepared or delivered.
• Customization errors by the customer: If you selected incorrect toppings, sizes, or customizations during the ordering process, Dewey's Pizza is not liable for these mistakes.
• Partially consumed food: We cannot issue refunds for items that have been largely consumed before a complaint is made, unless there is a legitimate food safety concern.
• Delivery fees: Third-party delivery fees are generally non-refundable unless the delivery was never attempted.
• Promotional or discounted items: Items purchased at a promotional discount or as part of a special deal may be subject to limited refund eligibility.
• Gift cards and store credit: Once issued, gift cards and store credit balances are non-refundable and cannot be exchanged for cash.
• Orders placed through third-party apps: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those platforms. Please contact the respective platform directly for such orders.

5. How to Request a Refund

Requesting a refund from Dewey's Pizza is a straightforward process. Please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the problem (strongly recommended for quality or food safety issues)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-deweys.click
3. Describe Your Issue: Provide a detailed explanation of the problem. The more information you give us, the faster we can resolve your request. If you have photos or screenshots, please attach them.
4. Wait for Our Response: Our customer service team will review your request and respond within 1–2 business days. We may follow up with additional questions if needed.
5. Receive a Decision: Once we have reviewed your claim, we will notify you of our decision via the contact information you provided. If your refund is approved, we will process it promptly according to the timelines described below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is largely determined by your financial institution or payment provider. We are not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some situations, a full refund may not be warranted but a partial refund is appropriate. Dewey's Pizza may issue a partial refund under the following conditions:

• Only one or a few items in a multi-item order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality was partially acceptable — for example, one pizza was made incorrectly but others in the order were correct.
• The food was delivered late but was still in an acceptable condition to consume.
• A discount, coupon, or promotional credit was applied to the order, reducing the original value of the affected item.

The amount of any partial refund will be determined at the sole discretion of Dewey's Pizza management, taking into account the nature and severity of the issue reported. We may also offer store credit or a complimentary item on your next order as an alternative to a cash refund.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning a physical product for a replacement) are handled differently from non-food retail businesses. Our exchange policy is as follows:

• Order Remakes: In cases where an order was prepared incorrectly, we may offer to remake your order at no charge. This option is available for pickup orders and, where feasible, for delivery orders.
• Timing: Order remakes must be requested within 1 hour of receiving the incorrect order and are subject to our kitchen's current capacity and hours of operation.
• No Physical Returns Required: You are not required to physically return the original food item to receive a remake or refund. However, photographic evidence of the issue may be requested.
• Substitutions: If a specific ingredient or item is unavailable, we will contact you to offer a suitable substitution before preparing your order.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as accommodating as possible while recognizing the operational realities of a fresh-food business.

9.1 Online and Phone Orders

• Cancellation before preparation begins: If you contact us to cancel your order before our kitchen has begun preparing it, you will receive a full refund. Please call us or email us as soon as possible after placing your order.
• Cancellation after preparation has begun: Once our kitchen staff has started preparing your order, we are unable to issue a full refund. A partial refund or store credit may be offered at management's discretion.
• Cancellation after dispatch: If your order has already been dispatched for delivery, we cannot cancel the order and no refund will be issued unless there is a legitimate quality or safety issue upon receipt.

9.2 Catering and Large Group Orders

For catering orders or large group orders (orders above $150), the following cancellation terms apply:

• Cancellation 48+ hours in advance: Full refund issued.
• Cancellation 24–48 hours in advance: 50% refund or full store credit issued.
• Cancellation less than 24 hours in advance: No refund issued due to the cost of ingredients and labor already committed.

9.3 Scheduled/Pre-Orders

If you have placed a scheduled or pre-order for a future date, you may cancel with a full refund up to 24 hours before the scheduled preparation time. Cancellations within 24 hours of the scheduled time will be handled in accordance with the catering cancellation terms above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza provides a clear and fair dispute resolution process.

Step 1: Internal Escalation

If your initial refund request was denied or you are unsatisfied with the resolution offered, you may request that your case be reviewed by a senior member of our management team. Please email us at [email protected] with the subject line "Refund Dispute Escalation" and include your original complaint details. We will respond within 3 business days.

Step 2: Good Faith Negotiation

Both parties agree to attempt to resolve any dispute in good faith through direct communication before pursuing any formal legal or regulatory remedies. Dewey's Pizza is committed to finding a mutually acceptable resolution whenever possible.

Step 3: Chargeback Rights

You always retain the right to initiate a chargeback through your bank or credit card provider as permitted under applicable United States law, including the Fair Credit Billing Act (FCBA). We ask that you contact us first, as we are often able to resolve issues more quickly than the formal chargeback process. However, we will fully cooperate with any legitimate chargeback investigation.

Step 4: Consumer Protection Agencies

If you feel your consumer rights have been violated, you may contact the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's Attorney General consumer protection office. We fully comply with all applicable FTC consumer protection regulations.

Step 5: Legal Action

In the event that a dispute cannot be resolved through the above steps, both parties agree that any legal proceedings shall be conducted in the appropriate courts of the United States, under applicable federal and state law. Nothing in this policy limits your statutory rights as a consumer under U.S. law.

11. Customer Responsibilities

To ensure a smooth and efficient refund process, we ask that customers:

• Review their order carefully at the time of placing it to ensure accuracy of items, quantities, and customizations.
• Inspect their order upon receipt and notify us of any issues as promptly as possible.
• Provide accurate and complete information when submitting a refund request.
• Retain any evidence (photos, packaging, receipts) until the matter is fully resolved.
• Treat our staff with respect during the resolution process.

12. Fraud Prevention

Dewey's Pizza takes fraud seriously. Any attempt to falsely claim a refund, including providing misleading information, fabricating evidence, or repeatedly abusing our refund policy, may result in:

• Denial of the refund request
• Suspension or termination of your account and ordering privileges
• Referral to appropriate law enforcement or legal authorities

We reserve the right to track refund history per customer to identify and prevent patterns of abuse.

13. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at fresh-deweys.click with a revised effective date. Your continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer service team:

Our customer service team is available to assist you. We strive to respond to all inquiries within 1–2 business days. For urgent food safety issues, please contact us immediately via email and mark your message as URGENT in the subject line.