Refund Policy

Overview

At Pizza luce, customer satisfaction is our highest priority. We are committed to providing exceptional food and service that meets your expectations. This refund policy outlines the terms and conditions under which refunds may be requested and processed.

This policy applies to all purchases made through our website, phone orders, in-store purchases, and catering services. Please read this policy carefully before placing your order.

Eligibility for Refunds

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

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup
• Proof of Purchase: Original receipt, order confirmation, or transaction ID required
• Valid Reason: Legitimate concern about food quality, incorrect order, or service issue
• Unused Portions: For food quality issues, significant unused portions must remain
• No Consumption: Items consumed in full are generally not eligible for refund unless quality issue reported immediately
• Order Accuracy: We will verify order details and delivery/pickup records

Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Custom or specialty orders prepared to specific customer requirements
• Food items that have been completely consumed
• Orders placed more than 24 hours ago without reported issues
• Delivery fees (unless delivery failure on our part)
• Items damaged due to customer handling after delivery
• Gift certificates or promotional vouchers (store credit may be offered)
• Catering orders cancelled less than 24 hours before event
• Orders with dietary preferences not communicated at time of purchase

Refund Process

To request a refund, please follow these steps:

• Step 1: Contact us immediately at +78 163 617 2941 or [email protected]
• Step 2: Provide your order number, contact information, and detailed description of the issue
• Step 3: Our team will review your request and may ask for additional information or photos
• Step 4: If approved, we will process your refund within 3-5 business days
• Step 5: You will receive email confirmation once the refund has been processed
• Alternative: We may offer store credit, replacement items, or other compensation as appropriate

For urgent issues during business hours, calling our restaurant directly often provides the fastest resolution.

Refund Methods

Refunds will be processed using the following methods and timeframes:

• Credit/Debit Cards: Refunded to original payment method within 3-5 business days
• Cash Purchases: Cash refund available at restaurant location with receipt
• Online Payments: Processed through original payment gateway (PayPal, Stripe, etc.)
• Store Credit: May be offered as alternative, typically issued immediately
• Bank Processing: Additional 1-2 business days may be required by your bank
• International Cards: May take up to 10 business days depending on bank

Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

• Food Quality Issues: Immediate replacement of unsatisfactory items
• Wrong Orders: Correct items prepared and delivered at no additional charge
• Store Credit: May be offered for future orders with extended validity
• Upgraded Items: Complimentary upgrades or additional items to resolve issues
• Catering Adjustments: Menu modifications or additional items for catering issues
• Loyalty Benefits: Additional loyalty points or special discounts

Exchanges often provide better value and faster resolution than monetary refunds.

Damaged or Defective Items

Special procedures apply for damaged or defective food items:

• Food Safety: Any food safety concerns receive highest priority attention
• Documentation: Photos of damaged items help expedite resolution
• Full Refund: Damaged or defective items eligible for full refund regardless of consumption
• Health Concerns: Medical expenses considered on case-by-case basis with documentation
• Investigation: We may investigate with suppliers or kitchen staff to prevent future issues
• Compensation: Additional compensation may be offered for significant inconvenience

Contact Information

For refund requests or questions about this policy, please contact us:

Manager Contact: For complex refund situations or escalated concerns, ask to speak with a manager. Management is available during peak hours (12 PM - 2 PM and 6 PM - 9 PM daily).

Corporate Office: For unresolved issues, our corporate office can be reached through the same contact information above. Please mark correspondence "ATTN: Corporate" for proper routing.

Last Updated: January 2026