Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at luce-new.rest, by phone, or in person at our establishment. By placing an order with Pizza Luce, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing your purchase.

Our goal is to resolve every concern promptly and fairly. If you are unsatisfied with your order for any legitimate reason, please contact us as soon as possible so we can work toward a resolution.

2. Eligibility Conditions for Refunds

A refund may be issued under the following conditions:

• Your order contained incorrect items that were not what you ordered.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, severely undercooked, or contaminated).
• You received significantly fewer items than what was charged on your receipt or invoice.
• Your delivery order never arrived and was confirmed lost by our delivery team or third-party delivery partner.
• A duplicate charge was applied to your payment method for a single order.
• A technical error on our website caused an incorrect or unintended order to be processed.
• Your order was cancelled by Pizza Luce prior to preparation or dispatch.

Refunds will generally not be issued in the following situations:

• You simply changed your mind after the order was confirmed and preparation had begun.
• You provided an incorrect delivery address and the order was delivered to that address.
• The food did not meet personal taste preferences not related to a quality defect.
• You failed to pick up a pre-ordered item within the designated pickup window without prior notice.
• The issue was caused by a third-party delivery service outside of our direct control, unless we facilitated the delivery.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. However, we encourage you to reach out regardless, and we will review your case on an individual basis where circumstances warrant an exception.

4. Non-Refundable Items and Services

The following are generally non-refundable under our policy:

• Fully consumed food items — If a meal has been largely or completely consumed before a complaint is raised, we reserve the right to decline a refund.
• Special promotional or discounted items — Items purchased during limited-time promotions are non-refundable unless there is a clear quality issue.
• Gift cards and store credit — Once purchased or issued, gift cards and store credits have no cash value and cannot be refunded.
• Catering deposits — Deposits made for catering events are non-refundable if cancellation occurs less than 48 hours before the event date.
• Delivery fees — Delivery and service fees are non-refundable unless the delivery was not completed due to our error.
• Tips and gratuities — Tips added to your order are non-refundable.

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

We have made the refund request process as simple and straightforward as possible. Please follow these steps:

1. Step 1 — Contact Us Immediately:
   Reach out to our customer support team as soon as you identify the issue. You can contact us by:
   • Email: [email protected]
   • Website: luce-new.rest
2. Step 2 — Provide Your Order Details:
   When contacting us, please include the following information:
   • Your full name
   • Your order number or receipt number
   • The date and time of your order
   • A clear description of the issue
   • Photos or supporting evidence if applicable (e.g., photos of incorrect or damaged items)
3. Step 3 — Review Process:
   Our team will review your request and supporting information. We aim to acknowledge all refund requests within 1 business day and complete our review within 3 business days.
4. Step 4 — Resolution:
   Once reviewed, we will notify you of our decision via email. If approved, we will process your refund or offer an appropriate resolution such as a replacement meal, store credit, or a partial refund.
5. Step 5 — Confirmation:
   Upon processing, you will receive a confirmation email with the details of your refund and the expected timeline for funds to appear in your account.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to be returned to you depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may have its own processing timeline that is beyond our control. If you have not received your refund after the estimated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or unsatisfactory.
• Part of the order was consumed before the issue was reported.
• A discount or promotional credit was already applied to the original order.
• The issue affected only specific items within a larger catering or group order.
• Delivery was partially completed (e.g., some items delivered correctly, others missing).

The amount of a partial refund will be determined at the discretion of our management team based on the specific circumstances of your complaint. We will always communicate the reasoning behind any partial refund decision clearly and transparently.

8. Exchange Policy

In many cases, we may offer a replacement or exchange instead of a monetary refund. This option is often faster and ensures you receive the meal you originally intended to order.

Exchanges are available under the following conditions:

• The incorrect item was delivered and you are able to return or dispose of the original within a reasonable timeframe.
• Your original order was prepared incorrectly and a corrected version can be made in a timely manner.
• You are present at or near our location and can receive a replacement without significant inconvenience.

Exchanges must be requested within the same timeframes outlined in Section 3 of this policy. We cannot guarantee exchanges for delivery orders if our kitchen has already closed or if delivery logistics make it impractical.

9. Cancellation Policy

We understand that plans can change. Below are our cancellation guidelines:

9.1 Standard Orders (Pickup and Delivery)

• Before preparation begins: You may cancel your order for a full refund by contacting us immediately after placing the order. Most orders begin preparation within 5–15 minutes of confirmation.
• After preparation has begun: Cancellations are generally not accepted once food preparation has started. We may offer store credit at our discretion.
• After dispatch for delivery: Once an order has been dispatched, it cannot be cancelled.

9.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of all payments made, including deposits.
• 48–72 hours before the event: Refund of payments minus the non-refundable deposit.
• Less than 48 hours before the event: No refund will be issued. You may reschedule the event date subject to availability and approval by our team.

9.3 Pre-Orders and Scheduled Orders

Pre-orders may be cancelled for a full refund up to 24 hours before the scheduled pickup or delivery time. Cancellations within 24 hours of the scheduled time may result in a store credit rather than a monetary refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following steps:

10.1 Internal Escalation

Contact our management team directly at [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case within 5 business days and provide a final resolution.

10.2 Credit Card Chargeback

If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to contact your card issuer and initiate a chargeback process. We ask that you first attempt to resolve the matter with us directly, as chargebacks can be lengthy and we are committed to resolving issues quickly on our end.

10.3 Consumer Protection Agencies

As a business operating in the United States, Pizza Luce complies with all applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation and, if necessary, informal mediation. This process is intended to avoid the time and expense of litigation and is offered as a courtesy to all our customers.

11. Special Circumstances

We recognize that extraordinary situations may warrant special consideration. The following circumstances may result in exceptions to our standard policy:

• Food safety concerns: If you believe a food item caused illness or an adverse reaction, please contact us immediately. We take all food safety reports seriously and will investigate promptly. Please also seek medical attention if necessary.
• Severe weather or emergencies: If a delivery could not be completed due to severe weather or other emergency conditions, we will work with you on a case-by-case basis to provide a full refund or reschedule.
• Accessibility issues: If a technical issue with our website prevented you from completing or modifying an order correctly, we will honor a full refund upon verification.

12. Changes to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at luce-new.rest. We encourage you to review this page periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: