Refund Policy

Effective Date: July 24, 2026  |  Last Updated: July 24, 2026

1. Introduction

At Pizza Luce, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food items and delivering an exceptional dining experience — whether you order online, by phone, or in person. We understand, however, that situations may arise where a refund, replacement, or exchange is necessary. This Refund Policy outlines the conditions under which refunds are granted, the processes involved, and the timeframes you can expect.

This policy applies to all orders placed through our website newpizzaluce.top, over the phone, or directly at our location. We encourage you to contact us as soon as possible if you experience any issue with your order so that we can resolve it quickly and fairly.

2. Eligibility Conditions for Refunds

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

• The request is submitted within the applicable timeframe (see Section 3 below).
• The issue with the order is verifiable and legitimate (e.g., incorrect item, missing item, food quality concern, or order never received).
• The customer provides sufficient information to identify the order (order number, date of purchase, contact details).
• The food item(s) in question have not been substantially consumed, except in cases where a quality or safety issue is only discovered upon tasting.
• The refund request is made in good faith and is not part of a pattern of abuse of our refund process.

Refunds may be approved in the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Food Safety Concerns: There is a credible concern that the food posed or poses a health risk.
• Order Not Delivered: A delivery order was confirmed but never arrived, and the delay or non-delivery is attributable to Pizza Luce or our delivery partners.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside these timeframes may not be honored at our discretion. We strongly recommend contacting us immediately upon noticing any issue with your order.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued simply because a customer changes their mind after an order has been prepared or is in transit.
• Customized Orders: Items prepared with specific customizations requested by the customer (e.g., special toppings, dietary modifications) are generally non-refundable unless there is a preparation error on our part.
• Consumed Items: Food items that have been substantially consumed are not eligible for a refund based on a quality complaint, unless a safety issue is clearly documented.
• Delivery Fees: Delivery charges are non-refundable once a delivery has been dispatched, except in cases where the order was never delivered due to our error.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion may be subject to modified refund terms, which will be communicated at the time of the promotion.
• Gift Cards and Vouchers: Purchased gift cards and prepaid vouchers are non-refundable once issued.
• Tips and Service Fees: Gratuities and service fees paid at the time of ordering are non-refundable.

5. How to Request a Refund — Step-by-Step

To request a refund, please follow these steps:

1. Step 1: Gather Your Order Information
   Locate your order confirmation email or receipt. Have your order number, the date and time of the order, and a description of the issue ready before contacting us.
2. Step 2: Document the Issue (If Applicable)
   If your complaint involves a food quality or safety issue, we encourage you to take a clear photograph of the affected item(s) before discarding them. This documentation helps us investigate and process your request more efficiently.
3. Step 3: Contact Us
   Reach out to our customer service team using one of the methods listed below. Provide your order details, a description of the problem, and any supporting documentation (photos, screenshots, etc.).
   
   • Email: [email protected]
   • Website: newpizzaluce.top
4. Step 4: Await Our Response
   Our customer service team will review your request and respond within 1–3 business days. We may follow up with additional questions or ask for further documentation.
5. Step 5: Refund Approval and Processing
   If your refund request is approved, we will notify you by email and initiate the refund to your original payment method (or offer an alternative resolution such as a store credit or replacement order, where applicable).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the payment method used at the time of purchase:

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may apply in the following circumstances:

• Only some items in an order were missing or incorrect, while the rest of the order was satisfactory.
• A food quality issue affected only a portion of the order.
• The customer has already consumed a significant portion of the order before reporting an issue.
• A delivery delay caused by a third party (rather than Pizza Luce) partially affected the experience.
• A promotional discount or coupon was applied to the original order and the refund is calculated based on the actual amount paid.

The amount of a partial refund will be determined at the sole discretion of Pizza Luce's customer service team, based on a fair assessment of the circumstances and the value of the affected items.

8. Exchange Policy

In many cases, Pizza Luce may offer a replacement order or exchange as an alternative to a monetary refund. This option is available under the following conditions:

• The incorrect or unsatisfactory item(s) can be remade and delivered or made available for pickup within a reasonable timeframe.
• The customer is willing to accept a replacement rather than a refund.
• The replacement can be prepared without compromising food safety or quality standards.

If you prefer a replacement over a monetary refund, please indicate this preference when contacting our customer service team. Exchanges are subject to item availability. If an item is no longer available at the time of the exchange request, we will offer a comparable substitute or process a monetary refund.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

Orders can be cancelled and fully refunded only if the cancellation request is received within 5 minutes of placing the order and before food preparation has begun. Because we aim to begin preparing orders promptly to ensure freshness and timely delivery, this window is strictly enforced.

9.2 Orders in Preparation

Once an order has entered the preparation phase, cancellations are generally not accepted. If a cancellation is approved under exceptional circumstances at our discretion, a partial refund may be issued to account for ingredients and labor already used.

9.3 Catering and Large Group Orders

For catering orders or large group orders (typically orders exceeding $150 or serving more than 10 people), the following cancellation terms apply:

• More than 24 hours before the scheduled time: Full refund issued.
• 12–24 hours before the scheduled time: 50% refund issued; the remaining 50% is retained to cover preparation costs.
• Less than 12 hours before the scheduled time: No refund will be issued.

9.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or visit our website at newpizzaluce.top. Please include your order number and contact details in your cancellation request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Pizza Luce is committed to working with you to find a fair resolution. Our dispute resolution process is as follows:

1. Internal Review: Contact our customer service team at [email protected] and request an escalated review of your case. Please include any additional information or documentation that supports your position. A senior member of our team will re-evaluate the claim and respond within 3–5 business days.
2. Good-Faith Negotiation: We encourage both parties to engage in good-faith communication to reach a mutually acceptable solution. We may offer alternatives such as store credit, partial refunds, complimentary future orders, or other remedies as appropriate.
3. Consumer Protection Agencies: If you feel your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office. Under the FTC Act, consumers are protected against unfair or deceptive business practices, and we are committed to full compliance with these federal standards.
4. Credit Card Chargebacks: If you believe you have been charged incorrectly and we have not resolved your concern to your satisfaction, you have the right to initiate a chargeback through your credit card issuer or bank. Please note, however, that we ask you to contact us first, as we are often able to resolve issues faster than the chargeback process allows.

11. Fraud Prevention

Pizza Luce reserves the right to deny refund requests that appear to be fraudulent or made in bad faith. This includes, but is not limited to, repeated refund requests without legitimate justification, false claims of missing or incorrect items, and attempts to exploit our refund process. We track refund request patterns and may suspend or terminate accounts associated with abusive refund behavior. Any suspected fraud may be reported to the appropriate authorities.

12. Changes to This Refund Policy

Pizza Luce reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at newpizzaluce.top with an updated effective date. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below: