REFUND POLICY

1. Overview

At Pizza luce, we are committed to providing exceptional food and service to every customer. We understand that occasionally issues may arise, and we strive to resolve them promptly and fairly. This Refund Policy outlines the terms and conditions under which refunds may be issued for orders placed with Pizza luce.

2. Eligibility Criteria

Refunds may be issued under the following conditions:

Timeframe Requirements

• Immediate Issues: Problems with food quality, temperature, or order accuracy must be reported within 30 minutes of delivery or pickup
• Service Issues: Delivery problems or service complaints must be reported within 2 hours of the scheduled delivery time
• Online Order Issues: Payment or technical problems must be reported within 24 hours of the transaction

Proof of Purchase

• Valid order confirmation number or receipt
• Payment transaction details
• Contact information used to place the order

Product Condition

• Food items must be substantially uneaten (more than 75% remaining)
• Photographic evidence may be required for quality issues
• Original packaging should be retained when possible

3. Non-Refundable Items

• Change of Mind: Orders canceled due to customer preference changes after preparation has begun
• Dietary Restrictions: Orders that don't meet undisclosed dietary requirements or allergies not communicated at time of order
• Delivery Address Errors: Orders delivered to incorrect addresses due to customer-provided information
• Promotional Items: Free items, promotional offers, or discounted items may not be eligible for cash refunds
• Third-Party Services: Issues with third-party delivery platforms must be resolved through those platforms
• Weather Delays: Delays caused by severe weather conditions beyond our control
• Partially Consumed Orders: Orders that have been substantially consumed (less than 75% remaining)

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods

Payment Method

Refunds will be issued to the original payment method used for the order:

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Digital Wallets: 1-3 business days (PayPal, Apple Pay, Google Pay)
• Cash Payments: Immediate cash refund or store credit at your preference
• Gift Cards: Refund issued as store credit or new gift card

Processing Timeframes

• Immediate Issues: Same-day resolution for quality problems
• Investigation Required: 24-48 hours for complex issues
• Bank Processing: Additional 3-7 business days depending on your financial institution

6. Exchange Policy

In many cases, we prefer to resolve issues through exchanges rather than refunds:

When Exchanges Are Offered

• Incorrect order items
• Food quality issues
• Temperature problems
• Missing items from your order

Exchange Process

• Immediate Replacement: We'll prepare a new order right away
• Priority Delivery: Exchange orders receive priority for delivery or pickup
• No Additional Charges: No extra fees for exchanges due to our error
• Upgrade Options: We may offer upgrades or additional items as goodwill gestures

7. Damaged or Defective Items

We have special procedures for handling damaged or defective food items:

Immediate Actions

• Stop Consumption: Discontinue eating the affected items immediately
• Preserve Evidence: Keep the items and packaging for inspection
• Contact Us: Call us within 30 minutes of discovery
• Document Issues: Take photos if safe to do so

Our Response

• Immediate Refund: Full refund processed immediately
• Replacement Order: Complete new order at no charge
• Quality Investigation: We'll investigate to prevent future occurrences
• Health Monitoring: Follow-up to ensure customer wellbeing

8. Contact Information

Last Updated: January 2026