Refund Policy

At Pizza Luce, customer satisfaction is at the heart of everything we do. We understand that issues can occasionally arise with food orders, and we are committed to making things right. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution for orders placed through our website at newpizza-luce.click or through any other channel associated with our business.

Please read this policy carefully before placing an order. By completing a purchase with Pizza Luce, you acknowledge that you have read, understood, and agree to the terms set forth in this Refund Policy.

1. Our Commitment to Quality

Pizza Luce takes great pride in preparing fresh, high-quality food for every customer. Every order is prepared with care using quality ingredients. However, we recognize that mistakes can happen, and we are dedicated to resolving any issues promptly and fairly. Our refund and exchange policy reflects our genuine commitment to ensuring you have a great experience every time you order from us.

This policy applies to all orders placed through:

• Our official website: newpizza-luce.click
• Phone orders placed directly with our store
• In-person orders at our physical location
• Any authorized third-party delivery platforms associated with Pizza Luce

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a full refund. We evaluate each refund request individually and fairly. You may be eligible for a refund or replacement under the following conditions:

To be eligible for a refund, you must contact us within the applicable timeframe described in Section 3 below and provide reasonable evidence of the issue, such as photos of the item received.

3. Timeframes for Refund Requests

Because we deal with perishable food products, time is a critical factor in processing refund requests. Please contact us as soon as possible after identifying an issue with your order.

• Delivery orders: You must report any issues within 2 hours of the scheduled delivery time.
• Pickup orders: You must report any issues within 1 hour of pickup.
• Billing disputes (duplicate charges, unauthorized charges): You must report billing issues within 7 calendar days of the transaction date.
• Allergic reaction claims: Must be reported within 24 hours along with supporting medical documentation if available.

Late submissions may still be reviewed on a case-by-case basis, but Pizza Luce reserves the right to deny refund requests submitted outside of these windows.

4. Non-Refundable Items and Situations

While we strive to resolve all issues fairly, the following situations are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address
• Orders that were picked up and fully consumed before a complaint is made
• Dissatisfaction with taste preferences that are entirely subjective (e.g., "I didn't like the flavor")
• Promotional or discounted items marked as non-refundable at the time of purchase
• Gift cards and prepaid credit balances once they have been applied to an order
• Requests made after the applicable timeframe has elapsed
• Orders affected by circumstances entirely outside our control (severe weather, natural disasters, public emergencies)
• Customized orders where the exact specifications were provided correctly by our team but the customer is dissatisfied with their own customization choices

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

Requesting a refund with Pizza Luce is straightforward. Please follow the steps below to ensure your request is handled as quickly and efficiently as possible:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. Please allow the following timeframes:

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing
• The food quality issue affected only part of your order (e.g., one pizza out of multiple items ordered)
• A significant but not excessive delay occurred that partially impacted the quality of your food
• The customer bears some responsibility for the issue (e.g., delayed pickup resulting in the food becoming cold)
• A promotional discount was applied to the order, and the refund will reflect the actual amount paid rather than the full menu price

The amount of a partial refund will be determined by our customer service team after reviewing the specifics of your case. We always aim to be fair and reasonable in our assessments.

8. Exchange Policy

In many cases, a replacement or exchange is a faster and more convenient solution than a monetary refund. Pizza Luce is happy to offer a replacement order under the following conditions:

• You received the wrong item and the correct item is available for preparation
• Your food arrived in unsatisfactory condition due to a preparation error on our part
• An item was missing from your order and can be quickly prepared and delivered or made available for pickup

To request a replacement, please contact us using the same steps outlined in Section 5. Replacements for delivery orders will be dispatched as quickly as possible. For pickup orders, we will have your replacement ready at a time that is convenient for you.

Please note that replacements are subject to item availability. If a specific item cannot be replaced (e.g., a limited-time or seasonal item that is no longer available), we will issue a store credit or monetary refund instead.

9. Cancellation Policy

Because our food is freshly prepared to order, our ability to cancel an order depends entirely on where it is in the preparation process at the time of your cancellation request.

9.1 Orders Not Yet Prepared

If you contact us immediately after placing your order and food preparation has not yet begun, we will cancel your order and issue a full refund to your original payment method.

9.2 Orders in Preparation

If your order is already being prepared at the time of your cancellation request, we may not be able to issue a full refund. In this case, we may offer:

• A partial refund reflecting any portion of the order not yet prepared
• A store credit equal to the full value of your order

9.3 Orders Out for Delivery

Once an order has been dispatched for delivery, it cannot be cancelled. You will need to wait for the delivery and then submit a refund request if there are any issues upon receipt.

9.4 How to Cancel

To cancel an order, contact us immediately at [email protected] or visit our website at newpizza-luce.click. Please include your order number and the reason for cancellation in your message. Time is critical — the sooner you contact us, the better your chances of a full cancellation and refund.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your issue has not been adequately resolved, we encourage you to follow the dispute resolution process outlined below.

10.1 Internal Escalation

In the first instance, please reply to the resolution email you received and request that your case be escalated to a senior member of our customer service team. Our escalated review process typically takes an additional 2–5 business days. We take all escalated complaints seriously and aim to reach a fair resolution for every customer.

10.2 Applicable Law and Consumer Protections

Pizza Luce operates in the United States and is subject to applicable federal and state consumer protection laws. Customers are entitled to protections under:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive trade practices
• State-specific consumer protection statutes applicable in your state of residence
• The California Consumer Privacy Act (CCPA/CPRA) for customers located in California, where relevant to data-related disputes

10.3 Chargebacks

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you were charged incorrectly or your refund request was wrongfully denied. However, we strongly encourage you to contact us first to resolve the issue directly, as this is typically faster than a formal chargeback process. Pizza Luce cooperates fully with all chargeback investigations and will provide all relevant documentation to your financial institution.

10.4 Third-Party Mediation

In the unlikely event that an issue remains unresolved after exhausting our internal process, you may seek assistance from a neutral third-party mediator or file a complaint with your state's Attorney General's office or the Federal Trade Commission at ftc.gov/complaint.

11. Special Circumstances

We understand that life can be unpredictable. If you have experienced an exceptional circumstance — such as a medical emergency, bereavement, or other serious situation that prevented you from using or receiving your order — please contact us and explain your situation. We will review such requests with compassion and do our best to find an appropriate resolution, even if it falls outside our standard policy guidelines.

12. Amendments to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer service team using the details below. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy was last updated on July 4, 2026, and is effective as of that date. All previous versions of this policy are superseded by this document.