Refund Policy

At Pizza Luce, we are committed to providing our customers with the highest quality food and service. We understand that occasionally issues may arise with your order, and we want to ensure you have a clear understanding of our refund and return policy. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all orders placed through our website pizzluce.rest, by phone, or in person at any Pizza Luce location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and the most current version will always be available on our website.

Pizza Luce is dedicated to customer satisfaction. If you are not completely satisfied with your order, we encourage you to contact us as soon as possible so we can work toward a fair and reasonable resolution.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• Quality Issues: Your order must have been prepared incorrectly, contained a foreign object, was significantly different from what was advertised, or was of unacceptable quality upon delivery or pickup.
• Missing Items: One or more items were missing from your order that you were charged for.
• Incorrect Order: You received an order that was substantially different from what you placed (e.g., wrong toppings, wrong size, wrong items).
• Food Safety Concerns: The food was delivered in a condition that raised legitimate food safety concerns (e.g., raw ingredients that should have been cooked, contaminated packaging).
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Delivery Failure: Your order was never delivered to the address provided, and this was confirmed by our delivery team.

3. Timeframes for Refund Requests

Timely reporting is essential to ensure your refund request can be properly investigated. Please adhere to the following timeframes:

Refund requests submitted outside of these timeframes may not be eligible for a full refund and will be reviewed on a case-by-case basis at the sole discretion of Pizza Luce management.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances:

• Orders where the customer provided an incorrect delivery address and the order was delivered to that address
• Orders that were picked up and consumed without any complaint raised at the time of pickup
• Customized orders where specific modifications were requested and correctly executed
• Promotional or discounted items offered as part of a limited-time deal, unless there is a genuine quality issue
• Gift cards and store credit — these are non-refundable and non-transferable
• Delivery fees and service charges, except in the case of a verified delivery failure caused by our team
• Tips paid to delivery staff
• Orders where the customer was present and accepted the food without raising any concerns at the time of delivery or pickup
• Partial consumption of an order — if you have consumed more than 25% of a food item, a full refund may not be issued

5. How to Request a Refund (Step-by-Step)

If you believe you are eligible for a refund, please follow these steps to ensure your request is processed as smoothly as possible:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem (e.g., incorrect item, foreign object, packaging damage, missing items). This documentation will greatly assist in processing your request.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the items ordered, and the total amount charged. This information is included in your confirmation email or receipt.
3. Step 3 — Contact Us: Reach out to our customer service team through one of the following methods:
   • Email: [email protected]
   • Website: pizzluce.rest
4. Step 4 — Provide Details: In your refund request, include your full name, order number, the date of the order, a description of the issue, and any supporting photos or videos.
5. Step 5 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and may follow up with additional questions or requests for information.
6. Step 6 — Resolution: Once your request has been reviewed, we will notify you of the outcome via email. If approved, your refund will be processed according to the timeframes outlined below.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes for the refund to appear in your account will vary depending on the payment method used:

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of poor quality — a refund will only be issued for the affected items
• You consumed a significant portion of a food item before reporting a quality issue — a partial refund may reflect the portion that was not consumed
• The issue reported was minor and did not substantially affect the overall quality or enjoyment of the meal
• A promotional discount was applied to the order — the refund amount may be adjusted to reflect the actual amount paid for the affected items
• Delivery fees may be partially or fully refunded depending on the nature of the issue and our team's assessment

Pizza Luce reserves the right to determine the appropriate refund amount based on the specific circumstances of each case. Our goal is always to be fair and reasonable in our assessment.

8. Exchange Policy

In many cases, we prefer to resolve order issues through a replacement or exchange rather than a monetary refund. If your order had an issue, we may offer the following:

• Replacement Item: If an item was made incorrectly or was of poor quality, we will remake and redeliver or make available for pickup the correct item at no additional charge, subject to availability and operational hours.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value, which can be applied to your next order at Pizza Luce.
• Complimentary Item: For minor issues or inconveniences, we may offer a complimentary item on your next visit as a goodwill gesture.

Exchanges and replacements are subject to the same timeframe requirements as refund requests. We are unable to process exchange requests for orders that were placed more than 2 hours prior without documented evidence of an issue.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while also accounting for the perishable nature of food preparation:

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• During Preparation: If preparation has already begun, we may be unable to cancel the order. In this case, a store credit may be offered at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. In these cases, you may still be eligible for a refund if the order arrives with a qualifying issue.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event or delivery: Full refund
• Cancellations made 24–72 hours before the scheduled event or delivery: 50% refund
• Cancellations made less than 24 hours before the scheduled event or delivery: No refund (store credit may be considered at management's discretion)

9.3 How to Cancel an Order

To cancel an order, please contact us immediately via email at [email protected] or visit our website at pizzluce.rest. Please include your order number and the reason for cancellation in your message.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, the refund and cancellation policy of that platform will apply to your order. Pizza Luce is not responsible for processing refunds for orders placed through third-party platforms. Please contact the relevant platform's customer support directly for assistance with those orders.

However, if you believe the issue was caused by Pizza Luce (e.g., incorrect item preparation), please also notify us directly so we can address the quality concern on our end.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process:

11.1 Internal Escalation

If your initial refund request was denied or the offered resolution was unsatisfactory, you may escalate your complaint by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]". A senior member of our team will review your case within 3–5 business days and provide a final written decision.

11.2 Consumer Protection Resources

If you remain unsatisfied after our internal escalation process, you may seek assistance from the following consumer protection resources in the United States:

• Federal Trade Commission (FTC): You may file a complaint at ftc.gov under the FTC Act, which prohibits unfair or deceptive practices in commerce.
• Consumer Financial Protection Bureau (CFPB): For billing and payment disputes, you may submit a complaint at consumerfinance.gov.
• Your State Attorney General's Office: Each state has a consumer protection division that handles complaints against businesses. You may contact your state's Attorney General's office for assistance.
• Better Business Bureau (BBB): You may file a complaint with the BBB at bbb.org.

11.3 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a charge was unauthorized or if a merchant failed to deliver goods or services as promised. We encourage you to contact us first to resolve any issues before initiating a chargeback, as we are committed to working with our customers to find fair solutions.

12. Fraudulent Refund Requests

Pizza Luce takes the integrity of our refund process seriously. Customers who are found to be submitting fraudulent or dishonest refund requests, including providing false information, fabricated evidence, or repeatedly abusing our refund policy, may be subject to the following consequences:

• Denial of future refund requests
• Account suspension or termination
• Being banned from placing future orders with Pizza Luce
• Reporting to appropriate law enforcement authorities if fraudulent activity is suspected

13. Applicable Law

This Refund Policy is governed by the laws of the United States of America. To the extent applicable, consumer protection provisions under federal law, including the Federal Trade Commission Act (FTC Act), and state consumer protection laws, apply to transactions conducted through our platform. For customers in California, additional rights may be available under the California Consumer Privacy Act (CCPA/CPRA) as it relates to personal data used in processing your transaction.

14. Policy Updates

Pizza Luce reserves the right to amend or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

15. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact our customer service team. We are here to help and will do our best to respond promptly and resolve your issue fairly.

This Refund Policy was last updated on March 29, 2026. For the most current version of this policy, please visit pizzluce.rest.