Refund Policy

Effective Date: July 24, 2026  |  Last Updated: July 24, 2026

1. General Overview

This Refund Policy applies to all orders placed through our website newdeweyspizza.click, by phone, or in person at Dewey's Pizza. Because we deal in perishable food products, our refund policy is designed to balance customer satisfaction with the operational realities of the food service industry.

By placing an order with Dewey's Pizza, you agree to the terms and conditions outlined in this Refund Policy. We encourage all customers to review their orders carefully at the time of purchase to ensure accuracy before submitting payment.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC). Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other applicable California consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Wrong Order Delivered: You received items that do not match what was ordered and confirmed at checkout.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, or otherwise unfit for consumption upon receipt.
• Significant Preparation Errors: Your order contained ingredients not included in your customization (e.g., allergen-related errors), or lacked requested customizations that fundamentally alter the product.
• Order Not Delivered: Your delivery order was marked as delivered but was not received, and a good-faith investigation confirms non-delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Cancelled Before Preparation: You cancelled your order before food preparation began, as outlined in Section 9 of this policy.

Refunds are evaluated on a case-by-case basis. Dewey's Pizza reserves the right to request supporting documentation such as photographs of the incorrect or unsatisfactory food items before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

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

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued because you changed your mind after the order was prepared and delivered or picked up.
• Consumed Items: Partially or fully consumed food items are not eligible for a refund unless a documented quality issue existed at the time of receipt.
• Incorrect Address Provided: Orders not delivered due to an incorrect address entered by the customer are not eligible for a refund.
• Customization Dissatisfaction (Personal Preference): If you ordered a pizza or other item with specific toppings or customizations and the order was prepared accurately per your instructions, but you are dissatisfied with how it tastes, a refund will not be issued.
• Third-Party Delivery Issues: If your order was fulfilled through a third-party delivery platform, refund disputes related to delivery must be handled through that platform's own refund policy. Dewey's Pizza is not responsible for issues arising from third-party delivery services once the order leaves our premises.
• Promotional or Discounted Items: Items purchased under special promotions, flash deals, or with discount codes may not be eligible for refunds unless a documented error occurred.
• Delivery Fees: Delivery fees and service charges are non-refundable unless the order was not delivered through no fault of the customer.
• Tips: Gratuity paid to delivery drivers is non-refundable.

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

If you believe you are entitled to a refund, please follow these steps:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, a description of the issue, and, if applicable, photographs of the incorrect or unsatisfactory items.
2. Step 2 – Contact Dewey's Pizza: Reach out to us as soon as possible using one of the contact methods listed in Section 11 of this policy. Email is preferred for documentation purposes.
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. Include your order number, the specific items affected, and how the issue impacted your experience. Attach any supporting photos or screenshots of billing errors.
4. Step 4 – Await Review: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 – Receive Decision: You will receive a written response via email confirming whether your refund has been approved, denied, or if a partial refund or store credit has been offered.
6. Step 6 – Refund Issued: If approved, your refund will be processed according to the timelines specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time required to receive your funds depends on the payment method used:

Please note that while Dewey's Pizza processes refunds promptly upon approval, your financial institution or payment processor may take additional time to reflect the credit in your account. These delays are beyond our control. If you do not see your refund within 10 business days of receiving our approval notice, please contact your bank or card issuer directly before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may be appropriate in the following circumstances:

• Only a portion of the items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered accurately and in good condition.
• A quality issue affected part of your order but not the entire order (e.g., one pizza in a multi-pizza order was incorrect).
• The food item was partially consumed before the quality issue was identified.
• A customer requested modification was partially fulfilled (e.g., one topping out of several was missing).

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable fees. Dewey's Pizza will communicate the specific amount of the partial refund in our response to your refund request.

8. Exchange Policy

Because we serve freshly prepared food, traditional product exchanges are not always feasible. However, we do offer the following as alternatives to a monetary refund in eligible situations:

• Order Replacement: If you report an issue within 2 hours of receiving your order and the issue is verified, we may offer to remake and re-deliver or have available for pickup the correct item at no additional charge, subject to our operating hours and delivery availability.
• Store Credit: Instead of a monetary refund, we may offer store credit of equal or greater value to be applied to a future order. Store credit does not expire and can be used on any menu item.
• Complimentary Item: In some cases, rather than a full or partial refund, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Exchanges and replacements are subject to ingredient availability and are at the discretion of Dewey's Pizza management. We will always work with you to find a fair and satisfying resolution.

9. Cancellation Policy

We begin preparing your order shortly after it is received to ensure fresh, timely delivery. For this reason, our cancellation window is limited:

• Online and Phone Orders: You may cancel your order within 5 minutes of placing it, provided preparation has not yet begun. To cancel, call us immediately at the phone number listed in Section 11.
• After Preparation Has Begun: Once food preparation has started, we are unable to cancel the order or issue a full refund. We may, at our discretion, offer store credit in cases of genuine emergency.
• Scheduled / Pre-Orders: For orders scheduled in advance (e.g., catering or large group orders), cancellations must be made at least 24 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made between 12 and 24 hours in advance may be eligible for a 50% refund or store credit. Cancellations made less than 12 hours in advance are not eligible for a refund.
• Dewey's Pizza-Initiated Cancellations: If we need to cancel your order due to ingredient unavailability, store closure, or circumstances beyond our control, you will receive a full refund processed within 3–5 business days.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following resolution steps:

1. Internal Escalation: Contact us and request that your case be escalated to a store manager or owner. Please reference your original refund request number or email thread. We aim to resolve escalated disputes within 5 business days.
2. Written Formal Complaint: If the matter remains unresolved, you may submit a formal written complaint to us via email at [email protected]. A formal complaint should include your name, order details, a description of the issue, and the resolution you are seeking.
3. Chargeback / Credit Card Dispute: You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe a charge was unauthorized or the service was not rendered as agreed. Please note that initiating a chargeback without first attempting to resolve the issue with us directly may limit our ability to assist you. We cooperate fully with financial institution dispute processes.
4. Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General office if you believe your consumer rights have been violated. California residents may also contact the California Department of Consumer Affairs.
5. Informal Mediation: For disputes involving amounts greater than $250, both parties agree to attempt good-faith mediation before pursuing any formal legal action.

11. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact Dewey's Pizza through any of the following channels:

When contacting us, please have the following information ready to help us process your request as quickly as possible:

• Your full name
• Order number or confirmation code
• Date and time of your order
• Description of the issue
• Photos or screenshots (if applicable)
• Your preferred resolution (refund, replacement, store credit)

Our customer service team is available during regular business hours. We strive to respond to all refund-related inquiries within 1–3 business days.

12. Policy Updates

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 newdeweyspizza.click with an updated effective date. Continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

This Refund Policy was last reviewed and updated on July 24, 2026. For questions, contact us at [email protected] or visit newdeweyspizza.click.