Refund and Returns Policy

Return & Refund Policy

Pizza Dragon – dragonpizza.de

Last updated: [11-28-2025]

1. Scope of this Policy

This Return & Refund Policy applies to all orders and services provided by Pizza Dragon via

  • Dine‑in (restaurant on site)
  • Takeout / collection
  • Home delivery (telephone and online orders via dragonpizza.de)

and supplements our Allgemeine Geschäftsbedingungen (AGB).

2. No General Right of Withdrawal for Food (Widerrufsrecht)

2.1 Legal Basis

According to § 312g Abs. 2 Nr. 2 BGB, the statutory 14‑day Right of Withdrawal (Widerrufsrecht) does not apply to contracts for the delivery of

  • foodstuffs,
  • beverages, or
  • other goods for daily consumption

which are made to the consumer’s specifications or clearly tailored to personal needs and are perishable.

2.2 Application to Pizza Dragon Orders

All pizzas, burgers, snacks, desserts and beverages we prepare are freshly made to order and perishable.

Therefore:

  • Once an order has been placed and confirmed, it is binding and cannot be revoked under the usual 14‑day withdrawal rules.
  • This applies to online orders via dragonpizza.de, telephone orders, and orders placed on site for takeout or dine‑in.

We kindly ask you to check your order carefully before submitting it.

3. Cancellations

3.1 Delivery & Takeout

  • Before preparation begins:
    If you contact us immediately after placing your order and food preparation has not yet started, we may, as a gesture of goodwill, cancel the order in whole or in part. This is at our discretion and not a legal entitlement.
  • After preparation has started:
    As soon as we start preparing your food, cancellation is no longer possible, because the food is perishable and individually made to order.

3.2 Dine‑In

  • If you change your mind after placing an order at the table, please speak to our staff immediately.
  • If preparation has not yet started, we will try to accommodate changes where possible. Once preparation or cooking has started, the order is binding.

4. Defects, Complaints & Refunds (Gewährleistung)

We want you to be satisfied with your order. At the same time, we must follow food safety regulations and protect against misuse.

4.1 What We Guarantee

We guarantee that:

  • our products leave the kitchen in proper condition,
  • are prepared with fresh ingredients, and
  • correspond to what you ordered (type, size, and main toppings).

4.2 How to Report a Problem

If you receive:

  • the wrong item,
  • an incomplete order, or
  • food that is obviously defective (e.g. spoiled, clearly undercooked, foreign object),

please contact us immediately:

  • Dine‑In: Inform our staff straight away so we can check the dish and, if necessary, replace it.
  • Takeout / Delivery:
    • Check your order upon collection or delivery.
    • Notify us immediately by phone using the number on your receipt or on dragonpizza.de.
    • Please keep the food so we can assess the issue (photos may be requested).

Complaints that are made hours after delivery or after the food has been fully consumed can usually no longer be verified and may therefore be rejected.

4.3 Possible Solutions

If a justified defect exists (e.g. wrong item, missing item, clearly defective product), we will choose one of the following remedies:

  • Replacement of the affected item(s)
  • Supplementary delivery of missing items
  • Partial or full refund of the purchase price, or
  • Voucher/credit for a future order

The form of compensation is at our reasonable discretion and depends on the individual case.

4.4 What Is Not Covered

No refund or replacement will be granted for:

  • Taste preferences (“I didn’t like it”, “too spicy”, “too mild”),
    unless the product was clearly different from what was described (e.g. labelled “mild” but extremely spicy).
  • Food which has been stored or handled improperly after delivery (e.g. left unrefrigerated for hours).
  • Minor deviations in size, form, or appearance which are typical for hand‑made products and do not affect quality.

5. Reusable Packaging & Deposit (Mehrweg / Pfand)

Where legally required or voluntarily offered, we provide reusable containers (Mehrwegverpackungen) for certain drinks or dishes.

5.1 Deposit (Pfand)

  • For each reusable container, we may charge a deposit (Pfand) of €[Betrag einsetzen].
  • The exact deposit amount will be clearly indicated at the point of sale (counter and online).

6. Table Reservations (Dine‑In)

To ensure a smooth experience for all guests, we use the following rules for reservations:

6.1 General Reservations

  • Reservations are binding once confirmed by us (verbally, by phone, online or in writing).
  • If you are unable to keep your reservation, please cancel as early as possible.

6.2 Cancellations

  • For small groups (up to 5 persons), we kindly ask for cancellation at least 2 hours before the reserved time.
  • For larger groups (6 persons or more), we may request 12–24 hours prior notice (exact time window to be defined by you).

7. Contact for Refund & Return Questions

If you have questions about this Return & Refund Policy or wish to report a problem with an order, please contact us:

Pizza Dragon
Hessenring 14A
64572 Büttelborn – Germany

8. Changes to This Policy

We reserve the right to adjust this Return & Refund Policy at any time in order to comply with current legal requirements or to reflect changes in our services. The version published on dragonpizza.de at the time of your order applies.

Shopping Cart
Scroll to Top