Refund Policy

Overview

At Pizza luce, we are committed to providing exceptional food and service to every customer. We understand that sometimes things don't go as expected, and we want to make it right. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds when necessary.

Our goal is to ensure you have a delightful dining experience every time you choose Pizza luce. If your order doesn't meet your expectations, we're here to help resolve the issue promptly and fairly.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup
• Proof of Purchase: Valid order receipt or confirmation number required
• Valid Reason: Refund request must be due to quality issues, wrong order, or service problems
• Order Condition: Food must not have been substantially consumed (except for quality testing)
• Contact Method: Request must be made through official channels (phone, email, or in-person)

Non-Refundable Items

The following items and situations are not eligible for refunds:

• Orders that have been substantially consumed (more than 50%)
• Custom orders that were prepared according to specifications
• Orders where the customer provided incorrect delivery information
• Promotional or discounted items (may be eligible for exchange only)
• Orders canceled after preparation has begun
• Requests made more than 24 hours after delivery/pickup
• Refunds requested due to personal taste preferences for correctly prepared food
• Gift cards and promotional credits

Refund Process

Follow these simple steps to request a refund:

1. Contact Us Immediately: Call us at +1 346-571-7931 or email [email protected] as soon as you identify the issue
2. Provide Order Details: Have your order confirmation number, receipt, and details about the issue ready
3. Document the Issue: If possible, take photos of the food quality issue or incorrect order
4. Speak with Manager: Our staff will connect you with a manager who will assess your refund request
5. Return Policy: We may ask you to return the food items for inspection (we'll arrange pickup if necessary)
6. Refund Approval: Once approved, we'll process your refund within 3-5 business days
7. Confirmation: You'll receive email confirmation of your refund processing

Refund Methods & Timeframes

We process refunds using the following methods and timeframes:

• Original Payment Method: Refunds are processed to your original form of payment (3-5 business days for credit cards, 5-7 business days for debit cards)
• Cash Orders: Cash refunds available immediately at restaurant location, or check mailed within 5 business days
• Online Orders: Automatic refund to original payment method used during online checkout
• Gift Cards: Refunds issued as new gift card or store credit for future use
• Third-Party Delivery: Refunds processed through the delivery platform (DoorDash, Uber Eats, etc.)

Exchanges vs Refunds

Sometimes an exchange might be more suitable than a refund. Here's when we offer exchanges:

• Wrong Order: We'll prepare the correct order at no additional charge
• Preference Changes: Exchange for different menu items of equal or lesser value
• Size Adjustments: Upgrade or downgrade with appropriate price adjustment
• Dietary Restrictions: Replace items that don't meet dietary needs
• Quality Issues: Fresh replacement of the same items prepared to quality standards

Damaged or Defective Items

We take special care with orders involving damaged or defective food items:

• Immediate Refund: Full refund processed immediately for spoiled or unsafe food
• Health Concerns: Any food safety issues result in immediate refund plus additional compensation
• Delivery Damage: Items damaged during delivery are replaced or refunded at no charge
• Temperature Issues: Cold food that should be hot, or melted items receive full refund
• Packaging Problems: Spilled or damaged packaging contents are fully refunded
• Quality Control: We investigate all quality issues to prevent future occurrences

Contact Information for Refund Requests

To request a refund or discuss any concerns with your order, please contact us using one of the following methods:

What to Include in Your Refund Request:

• Order confirmation number or receipt
• Date and time of order
• Detailed description of the issue
• Photos of the problem (if applicable)
• Your contact information
• Preferred refund method