Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 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 and delivering exceptional service to every customer. We understand that there may be occasions when an order does not meet your expectations, and we are committed to making things right.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted. This policy applies to all orders placed through our website pizzalucefood.click or through any other official ordering channels operated by Pizza Luce.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food received was of unacceptable quality — for example, it was undercooked, overcooked, or contained foreign objects.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery window, resulting in food being cold or otherwise unsuitable for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: You paid for an order that was never delivered and was not made available for pickup.
• Allergen Issues: If an item was prepared with an ingredient that you specifically requested be excluded due to an allergy or dietary restriction, and this was clearly noted at the time of ordering.

Refund eligibility is assessed on a case-by-case basis. Pizza Luce reserves the right to request supporting evidence such as photographs of the received order, a description of the issue, and any relevant order confirmation information.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, refund requests must be submitted within the following timeframes:

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

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Items where the customer changed their mind after the order was prepared or dispatched.
• Custom orders with special personalization or modifications that were prepared exactly as requested.
• Delivery fees, where delivery was successfully completed within a reasonable timeframe.
• Tips and gratuities added to the order.
• Promotional or discounted items purchased during special offers, unless there is a quality or accuracy issue.
• Digital gift cards or store credits once issued and applied to an account.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Complaints raised due to personal taste preferences rather than objective quality or accuracy issues.

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

To submit a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, the items ordered, and the nature of the issue.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food or packaging that supports your complaint. This documentation may be requested as part of the review process.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzalucefood.click
4. Step 4 — Provide Details: In your message, include your full name, order number, contact information, a description of the issue, and any photographs or supporting documents.
5. Step 5 — Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and will provide an update on the status of your claim.
6. Step 6 — Resolution: Once your request has been reviewed, we will notify you of the outcome and, if approved, initiate the refund or offer an appropriate remedy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that processing times may vary depending on your financial institution. Pizza Luce is not responsible for additional delays caused by banks or payment processors. If you have not received your refund within the indicated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted in the following circumstances:

• Only some items in a multi-item order were incorrect, missing, or of substandard quality.
• A portion of the food was consumed before the issue was discovered.
• The order was partially delivered due to an error, and the remaining items were received in acceptable condition.
• A minor quality issue was present but the food was still partially usable or consumable.
• A delivery fee was incurred but delivery was completed — the refund may apply only to the food items in question.

The amount of a partial refund will be determined by Pizza Luce at its reasonable discretion, based on the nature and extent of the issue reported. We will always aim to provide a fair resolution that reflects the value of the problem experienced.

8. Exchange Policy

Where appropriate, Pizza Luce may offer an exchange or replacement rather than a monetary refund. Exchanges are available in the following situations:

• An incorrect item was delivered, and the correct item can be prepared and delivered or made available for pickup within a reasonable timeframe.
• A quality issue is identified upon delivery, and the customer agrees to receive a replacement item of equal or greater value.
• A missing item from an order can be prepared and provided on the same day as the original order.

Exchanges are subject to availability and operational capacity at the time the complaint is made. In cases where an exchange is not feasible (e.g., late-night complaints, kitchen closure), a monetary refund or store credit will be offered as an alternative.

Customers wishing to request an exchange should contact us as soon as possible after identifying the issue, using the contact details provided in Section 5 of this policy.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through Pizza Luce:

9.1 Cancellation Before Order Preparation Begins

If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the amount paid. To cancel an order in this window, please contact us immediately using the contact details below.

9.2 Cancellation After Order Preparation Has Begun

Once our kitchen has begun preparing your order, cancellation may not be possible. If a cancellation is accepted at this stage, a partial refund may be issued at the discretion of Pizza Luce, taking into account the cost of ingredients and preparation already incurred.

9.3 Cancellation After Dispatch (Delivery Orders)

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery at the door, no refund will be issued unless the order itself does not meet the eligibility criteria outlined in Section 2.

9.4 Order Cancellation by Pizza Luce

Pizza Luce reserves the right to cancel any order in situations including but not limited to: ingredient unavailability, technical errors in pricing, inability to complete delivery, or suspected fraudulent activity. In such cases, a full refund will be issued to the customer promptly.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Pizza Luce offers the following dispute resolution process:

1. Internal Review: Contact our customer support team at [email protected] to request a formal review of your case. Please provide all relevant documentation and a clear explanation of your concerns. Our team will conduct an internal review and respond within 5 business days.
2. Escalation: If you remain dissatisfied after the internal review, you may escalate the matter by requesting that your case be reviewed by a senior member of our team. Please submit your escalation request in writing via email.
3. Third-Party Mediation: If the dispute remains unresolved after our internal escalation process, both parties may agree to engage a neutral third-party mediator to facilitate a resolution. Mediation costs will be shared equally between the parties unless otherwise agreed.
4. Legal Remedies: Nothing in this policy limits your rights under applicable United States federal or state consumer protection laws, including the FTC Act. You retain the right to pursue legal remedies available under applicable law.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you have rights under federal and state consumer protection legislation. The Federal Trade Commission Act (FTC Act) prohibits unfair or deceptive acts or practices in commerce. If you believe Pizza Luce has engaged in any such conduct, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint.

Depending on your state of residence, additional consumer protection rights may apply. For example, residents of California may have rights under the California Consumer Protection statutes. We encourage all customers to familiarize themselves with the consumer protection laws applicable in their state.

This Refund Policy does not override or limit any rights you may have under applicable law. Where any provision of this policy conflicts with your statutory rights, your statutory rights will prevail.

12. Changes to This Refund 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 pizzalucefood.click. The "Last Updated" date at the top of this page will reflect the most recent revision.

We encourage customers to review this policy periodically. Continued use of our ordering services following any updates constitutes acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the details below. Our customer support team is dedicated to assisting you promptly and professionally.

This Refund Policy was last updated on June 12, 2026. Pizza Luce is committed to fair, transparent, and customer-friendly practices in all aspects of our business.