Refund Policy

Effective Date: April 17, 2026 | Last Updated: April 17, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at lucespizzas.rest, by phone, or through any authorized ordering platform associated with Pizza Luce. By placing an order with us, you agree to the terms set forth in this policy.

Because our products are freshly prepared food items, our refund policy reflects the unique nature of perishable goods. We take every complaint seriously and evaluate each refund request individually to ensure a fair resolution.

This policy is governed by the laws of the United States. Consumer protection standards enforced by the Federal Trade Commission (FTC) Act apply to all transactions conducted through our platform.

2. Eligibility Conditions for Refunds

Pizza Luce will consider a refund request under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was inedible due to a preparation error on our part (e.g., severely undercooked dough, foreign objects in food, spoiled ingredients).
• Significant Delay: Your order arrived significantly later than the estimated delivery time, causing the food to be unacceptably cold or compromised.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Never Received: Your delivery order was never delivered and cannot be verified as delivered by our team or delivery partner.

To be eligible for a refund, you must meet these general conditions:

• The refund request must be submitted within the timeframe described in Section 3 below.
• You must provide your order number, contact information, and a clear description of the issue.
• Where applicable, photographic evidence of the problem (e.g., incorrect item, damaged food) should be submitted to help us process your request faster.

3. Timeframes for Refund Requests

Given the perishable nature of our food products, all refund requests must be submitted within strict timeframes:

Requests submitted outside these windows may not be eligible for a refund. We encourage customers to inspect their orders immediately upon receipt and to contact us promptly if any issues are discovered.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of mind: Refunds are not issued simply because you changed your mind after placing an order that was already prepared or is in transit.
• Customization errors by the customer: If you selected incorrect toppings, sizes, or add-ons when placing your order and the order was prepared as instructed, we are unable to issue a refund.
• Incorrect delivery address provided by customer: If delivery fails due to an incorrect address you supplied, no refund will be issued.
• Partially consumed meals: If more than a minimal portion of the food has been consumed before a complaint is raised (except in cases of food safety concerns), a refund will not be provided.
• Promotional or discounted items: Orders that include promotional items offered for free or at a heavily discounted rate are not individually refundable unless the core paid order also qualifies for a refund.
• Delivery fees: Delivery fees are generally non-refundable unless the order was never delivered due to our error.
• Requests beyond the eligible timeframe: Refund requests submitted after the applicable deadline outlined in Section 3 will not be processed.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Order Information
   Locate your order confirmation email or receipt. Note your order number, the items ordered, the total amount charged, and the date and time of your order.
2. Step 2 – Document the Issue
   Take clear photographs of the problem if applicable (e.g., wrong items, damaged packaging, food quality issues). This documentation significantly speeds up the review process.
3. Step 3 – Contact Us
   Reach our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: lucespizzas.rest
4. Step 4 – Provide Required Details
   In your refund request, include:
   • Full name and contact information
   • Order number and date of order
   • Description of the issue
   • Preferred resolution (refund, replacement, or store credit)
   • Supporting photos or documentation (if applicable)
5. Step 5 – Await Confirmation
   Once we receive your request, you will receive an acknowledgment email within 24 hours. Our team will review your case and respond with a decision within 2–5 business days.
6. Step 6 – Refund or Resolution
   If your request is approved, we will process your refund, send a replacement, or apply store credit to your account, depending on the nature of the issue and your preferred resolution.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for the funds to appear in your account depends on your payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. Pizza Luce is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only one or a few items in an order were incorrect or missing, while the remainder of the order was correct.
• The food quality issue affected only part of the order.
• A delivery delay impacted only a portion of the order's quality (e.g., one item was affected but others remained acceptable).
• The customer partially consumed the food before reporting a concern.
• A discount, coupon, or promotion was applied to the order, in which case the refund amount will reflect the actual amount paid for the affected item.

The amount of a partial refund will be calculated based on the price of the affected item(s) and any associated taxes. Our customer support team will communicate the refund amount clearly before processing.

8. Exchange Policy

Pizza Luce offers order replacements as an alternative to monetary refunds in many situations. If you received an incorrect or unsatisfactory item, you may request a replacement under the following conditions:

• The replacement request is made within the eligible timeframe outlined in Section 3.
• The issue is due to our error (wrong item, missing item, preparation error).
• The replacement can be reasonably fulfilled during current operating hours.

Replacements are subject to availability. If a specific item is unavailable at the time of your replacement request, we will offer you the choice of an equivalent item, store credit, or a monetary refund.

Please note that we do not accept physical returns of food items for hygiene and food safety reasons. You do not need to return the original item to receive a replacement or refund, though photographic evidence may be requested.

9. Cancellation Policy

Due to the nature of freshly prepared food, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing an order: If you cancel your order within 5 minutes of placing it and the kitchen has not yet begun preparation, you are eligible for a full refund.
• Cancellation after preparation has begun: Once our kitchen team begins preparing your order, cancellations are generally not accepted, and no refund will be issued.

9.2 Scheduled or Pre-Orders

If you have placed a scheduled or advance order, you may cancel it up to 1 hour before the scheduled preparation time for a full refund. Cancellations made within 1 hour of the scheduled time are subject to a cancellation fee of up to 50% of the order value, depending on preparation status.

9.3 Catering or Large Group Orders

For catering orders or large group orders (typically orders above $100 or for events), the following cancellation terms apply:

• Cancellation 24+ hours in advance: Full refund issued.
• Cancellation 12–24 hours in advance: 50% refund issued.
• Cancellation less than 12 hours in advance: No refund issued, as ingredients and preparation time will have already been committed.

9.4 How to Cancel an Order

To cancel an order, contact us immediately by:

• Email: [email protected]
• Website: lucespizzas.rest

Please have your order number ready when you contact us to ensure we can locate and cancel your order as quickly as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce has a structured dispute resolution process to ensure your concerns are heard and addressed fairly.

10.1 Internal Escalation

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

10.2 Chargeback Rights

Under U.S. consumer protection law and the rules of major card networks (Visa, Mastercard, American Express, Discover), you have the right to dispute a charge with your bank or credit card issuer if you believe you have been incorrectly billed. We encourage customers to attempt to resolve disputes with us directly before initiating a chargeback, as this allows for a faster and more efficient resolution.

10.3 Federal Trade Commission (FTC) Guidance

As a U.S.-based business, Pizza Luce operates in accordance with the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. If you believe our practices do not comply with applicable consumer protection laws, you may file a complaint with the FTC at ftc.gov/complaint.

10.4 State Consumer Protection Laws

Depending on the state in which you reside, additional consumer protection rights may apply. For example, California residents are protected under the California Consumer Privacy Act (CCPA/CPRA) with respect to the handling of personal data associated with refund requests. We respect all applicable state-level consumer protection statutes.

10.5 Informal Mediation

In the event of a significant unresolved dispute, both parties agree to first attempt resolution through good-faith informal mediation before pursuing any formal legal action. Pizza Luce is committed to working cooperatively with customers to reach a fair and reasonable outcome.

11. Store Credit Option

In some cases, Pizza Luce may offer store credit as an alternative to a monetary refund. Store credit will be issued in the form of a unique code or account credit applicable to future orders placed on our website or through our ordering platform. Store credit:

• Is valid for 12 months from the date of issuance.
• Is non-transferable and non-redeemable for cash.
• Can be applied to any menu item or service available through our platform.
• Will not be replaced if lost, stolen, or expired.

12. Food Safety Concerns

If you believe you have experienced a food safety issue — such as finding a foreign object in your food, becoming ill after consuming our products, or receiving food that appeared spoiled — please contact us immediately. Food safety complaints are treated with the highest priority and will be escalated to our management team right away.

In addition to seeking a refund or replacement, you have the right to report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA). Pizza Luce fully cooperates with health authorities in any such investigations.

13. Changes to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at lucespizzas.rest with a revised effective date. Your continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically.

14. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact our customer support team: