Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Overview

This Refund Policy applies to all purchases made through our website davannis.rest, via telephone, or in-person at any Davanni's location. By placing an order with us, you agree to the terms set forth in this policy. We are committed to resolving any issues fairly and promptly in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

Because we deal in perishable food items, our refund and return process is necessarily different from that of non-food retailers. However, we stand firmly behind the quality of our products and will make reasonable accommodations when our standards are not met.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong food item, wrong size, wrong toppings or ingredients).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet acceptable quality standards at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction because an ingredient was included despite being specifically requested to be omitted, or because allergen information was inaccurately communicated.
• Order Never Delivered: A delivery order was never received despite confirmation that the order was placed and payment was processed.
• Significant Delivery Delay: Your delivery arrived substantially later than the estimated time quoted at checkout and the food quality was compromised as a result.
• Duplicate Charges: Your payment method was charged more than once for a single order.

Refund eligibility is determined on a case-by-case basis. Davanni's reserves the right to request photographic evidence or other documentation before processing a refund.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the timeframes outlined below:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their order upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances:

• Consumed Food: Orders that have been substantially or fully consumed before a complaint is filed are not eligible for a refund, except in cases of documented illness or severe quality failure.
• Change of Mind: We do not offer refunds simply because you changed your mind after placing and receiving your order.
• Customized Orders Prepared Correctly: If you requested a specific customization and the order was prepared exactly as requested, no refund will be issued based on taste preference.
• Catering Deposits: Non-refundable deposits paid for catering events are not refundable once the preparation process has commenced (see Cancellation Policy below).
• Gift Cards: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special offers may have limited or no refund eligibility as specified at the time of the promotion.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are governed by those platforms' own refund policies and are not refundable by Davanni's directly.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request:

1. Step 1 — Document the Issue: Take clear photographs of the food item(s), packaging, and any visible defects. Keep your receipt or order confirmation email readily available.
2. Step 2 — Contact Us: Reach out to our customer service team using one of the methods below. Provide your full name, order number, date and time of order, and a detailed description of the issue.
   • Email: [email protected]
   • Website: davannis.rest
3. Step 3 — Submit Evidence: Attach any photographs or supporting documentation to your email or online submission form. This helps us process your request quickly and accurately.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the approved refund amount and method. Refunds will be processed in accordance with the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

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

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before the issue was identified.
• The issue relates to an add-on or side item rather than the primary order.
• A delivery delay caused partial but not total compromise of food quality.
• Promotional discounts or coupons were applied to the original order, reducing the refundable base amount.

The amount of any partial refund will be communicated to you clearly before processing, and you will have the opportunity to accept or escalate the matter for further review.

8. Exchange Policy

Because we serve perishable food products, traditional "exchanges" are handled differently than in retail settings. Where appropriate, Davanni's may offer the following in lieu of or in addition to a monetary refund:

• Replacement Order: If you received an incorrect item, we may offer to prepare and deliver or make available the correct item at no additional cost, subject to availability and your location.
• Store Credit: In lieu of a monetary refund, we may offer equivalent store credit that can be applied to your next order at Davanni's.
• Complimentary Item: For minor issues, we may offer a complimentary item or discount on a future visit as a gesture of goodwill.

We will always communicate available options to you and respect your preference for how you would like your issue resolved. You are never obligated to accept store credit in place of a refund if a refund is your rightful remedy.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order:

9.1 Standard Online / Phone Orders

Orders may be cancelled for a full refund if the cancellation request is made before food preparation has begun. Once an order has entered the preparation stage, cancellations may not be possible, and a full refund may not be available. Please contact us immediately at [email protected] if you need to cancel an order.

9.2 Catering and Group Orders

Catering orders require additional planning, staffing, and ingredient procurement. The following cancellation terms apply:

Exceptions to the catering cancellation policy may be made at the sole discretion of Davanni's management in cases of documented emergencies or extenuating circumstances.

10. Dispute Resolution Process

We always aim to resolve issues quickly and amicably. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Level 1 — Customer Service Review: Contact our customer service team at [email protected]. We will review your case and provide a written response within 3 business days.
2. Level 2 — Management Review: If you remain unsatisfied, request escalation to a manager. A senior team member will re-evaluate your complaint and respond within 5 business days.
3. Level 3 — Formal Complaint: If the matter remains unresolved, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General's consumer protection office.
4. Level 4 — Chargeback / Bank Dispute: As a last resort, you may dispute the charge with your credit card company or bank. Please note that initiating a chargeback will not prevent Davanni's from continuing to pursue resolution directly with you, and we may provide your bank with documentation regarding the transaction.

11. California Residents

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Act (CPRA) as they relate to your personal information gathered during the refund process. Any personal data collected in connection with your refund request will be used solely to process and resolve your claim and will not be sold or shared with unaffiliated third parties for marketing purposes. For more information, please refer to our Privacy Policy at davannis.rest.

12. Our Quality Guarantee

Davanni's has built its reputation on delivering consistently delicious, high-quality food to our valued customers. We hold ourselves to a high standard, and when we fall short, we want to hear from you. Your feedback helps us improve and ensures that every customer has an exceptional experience.

We guarantee that every order we prepare meets our internal quality standards. If it doesn't, we will make it right — whether through a refund, a replacement, or store credit. Your satisfaction is our priority.

13. Modifications to This Policy

Davanni's reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at davannis.rest. It is your responsibility to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

To submit a refund request or ask any questions about this policy, please reach out to us through any of the following channels:

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1–2 business days. For urgent matters, please clearly mark your email subject line as "URGENT — Refund Request" and include your order number to expedite your case.