Refund Policy

Overview

At Pizza luce, we stand behind the quality of our food and service. Our commitment to customer satisfaction means we want every dining experience to exceed your expectations. This refund policy outlines our procedures for addressing concerns and ensuring your complete satisfaction with our products and services.

We believe that great food brings people together, and when we fall short of that mission, we're committed to making it right. Our refund policy reflects our dedication to quality, freshness, and exceptional customer service that has made us a trusted name in the food industry.

Eligibility Criteria

To ensure fair and consistent service for all customers, refund requests must meet the following eligibility requirements:

Timeframe Requirements

• Food quality issues must be reported within 30 minutes of order receipt
• Delivery issues must be reported within 24 hours of expected delivery time
• Online order cancellations must be requested within 10 minutes of order placement
• Catering order modifications or cancellations require 48 hours advance notice

Product Condition Standards

• Food items must be substantially uneaten (less than 25% consumed)
• Original packaging and receipt must be available for inspection
• Items must be returned in their original state when possible
• Temperature-sensitive items must be properly stored during return process

Proof of Purchase

• Original receipt or order confirmation number required
• Valid payment method information for refund processing
• Photo evidence may be requested for quality-related claims
• Third-party delivery platform orders require platform-specific documentation

Non-Refundable Items

While we strive to accommodate all reasonable refund requests, certain items and services are not eligible for refunds under our standard policy:

Food Items

• Custom or specialty orders prepared to customer specifications
• Items consumed beyond our return threshold (more than 25%)
• Products past our quality guarantee timeframe
• Items returned without proper storage or handling

Services and Fees

• Delivery fees for successfully completed deliveries
• Service charges and gratuities
• Processing fees for payment transactions
• Late cancellation fees for catering orders

Special Circumstances

• Orders placed during promotional periods with specific terms
• Gift certificates and promotional vouchers (subject to terms of issue)
• Third-party marketplace orders (subject to platform policies)
• Bulk or wholesale orders with separate agreements

Refund Process

Our streamlined refund process is designed to resolve your concerns quickly and efficiently. Follow these steps to request a refund:

1. Contact Our Support Team - Reach out via phone at +1 202-525-1446 or email [email protected] with your order details and concern description
2. Provide Required Information - Share your order number, receipt, and any relevant photos or documentation of the issue
3. Initial Assessment - Our customer service team will review your request and may ask clarifying questions or request additional information
4. Resolution Determination - We'll determine the appropriate resolution, which may include full refund, partial refund, replacement order, or store credit
5. Approval and Processing - Once approved, your refund will be processed according to our standard timeframes and you'll receive confirmation
6. Follow-up Communication - We'll keep you informed throughout the process and may follow up to ensure your satisfaction with the resolution

For complex issues or large orders, our management team may need to conduct additional review, which could extend the resolution timeframe by 1-2 business days.

Refund Methods

We process refunds through various methods to ensure convenience and accessibility for all customers:

Original Payment Method

• Credit card refunds processed within 3-5 business days
• Debit card refunds may take 5-7 business days depending on bank processing
• Digital wallet refunds (Apple Pay, Google Pay) typically process within 1-3 business days
• Cash payments refunded via store credit or manager approval for cash return

Alternative Refund Options

• Store credit issued instantly for immediate reuse on future orders
• Account credit for registered customers with online ordering accounts
• Gift certificate issuance for special circumstances or customer preference
• Replacement order processing for immediate satisfaction when appropriate

Processing Timeframes

• Same-day processing for requests received during business hours
• Next business day processing for after-hours requests
• Weekend requests processed on following Monday
• Holiday periods may extend processing by one additional business day

Exchanges Policy

In many cases, an exchange may better serve your needs than a traditional refund. Our exchange policy offers flexible solutions:

When Exchanges Are Preferred

• Incorrect orders where replacement is immediately available
• Size or quantity adjustments for current menu items
• Dietary restriction accommodations when original order cannot be modified
• Temperature or freshness issues that can be resolved with immediate remake

Exchange Process

• Same-day exchanges prioritized for hot food items
• Equivalent value exchanges processed without additional payment
• Upgrade exchanges require payment of difference in price
• Downgrade exchanges result in store credit for price difference

Exchange Limitations

• Limited to items currently available on menu
• Subject to preparation time and kitchen capacity
• May not be available during peak service hours
• Special dietary requirements may require advance notice

Damaged or Defective Items

We take special care to ensure all food items meet our quality standards, but occasionally issues may occur during preparation or delivery:

Quality Guarantee Coverage

• Temperature issues - food delivered cold when ordered hot, or warm when ordered cold
• Preparation errors - incorrect cooking level, missing ingredients, or wrong preparation method
• Freshness concerns - ingredients past peak quality or stale items
• Packaging problems - spilled items, damaged containers, or contamination issues

Expedited Resolution

• Priority processing for food safety related concerns
• Immediate replacement offered when possible
• Full refund guaranteed for items posing health concerns
• Additional compensation considered for significant inconvenience

Prevention and Follow-up

• Quality control review to prevent similar issues
• Staff training enhancement when process improvements are identified
• Customer follow-up to ensure satisfaction with resolution
• Process improvements implemented based on recurring issues

Contact Information

For any questions about this refund policy or to request a refund, please contact us using the information below:

Last Updated: January 2026

This refund policy may be updated periodically. Customers will be notified of significant changes via email or website notification. Continued use of our services constitutes acceptance of any policy updates.