Refund Policy

Effective Date: April 20, 2026  |  Last Updated: April 20, 2026

1. Introduction

This Refund Policy applies to all purchases made through our website lucespizzas.digital, our mobile platforms, telephone orders, and in-store transactions at Pizza Luce. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to read this document in full before making a purchase.

Pizza Luce is dedicated to ensuring every customer receives fresh, accurate, and satisfying food orders. We understand that issues can occasionally arise, and this policy is designed to provide a fair and transparent process for addressing those situations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions are met:

• Your order was incorrect due to an error on our part (wrong items, missing items, or wrong quantities delivered).
• The food delivered was of unacceptable quality — for example, it was undercooked, spoiled, or contained foreign objects.
• Your order was never delivered despite confirmation of payment and dispatch.
• You received a duplicate charge for the same order.
• A technical error on our website or payment platform caused an unauthorized or accidental transaction.
• Your order was cancelled by Pizza Luce due to operational reasons, stock unavailability, or service disruptions in your area.

Refund eligibility is determined on a case-by-case basis. All claims must be supported by reasonable evidence, such as photographs, order confirmation numbers, or a description of the issue. We reserve the right to decline refund requests that do not meet the criteria above.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated, please observe the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly recommend contacting us as soon as possible after an issue arises to maximize the likelihood of a successful resolution.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following carefully:

• Change of mind: Refunds are not provided because you changed your mind after placing an order, especially once food preparation has begun.
• Incorrect delivery address: If an order was not delivered because you provided an incorrect or incomplete address, a refund will not be issued.
• Consumed orders: If the food has been substantially consumed before a complaint is submitted, a refund may not be granted.
• Promotional or discounted items: Items purchased using promotional codes, special offers, or deep discounts are generally non-refundable unless the issue is on our end.
• Customized orders: Orders with special customizations made specifically per your request are non-refundable unless they were prepared incorrectly by our team.
• Delivery fees: Delivery charges are non-refundable once the order has been dispatched, except in cases of full non-delivery caused by our team.
• Tips and gratuities: Any gratuity added at checkout is final and non-refundable.
• Gift cards and vouchers: Purchased gift cards and digital vouchers are non-refundable after redemption.

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

Requesting a refund from Pizza Luce is straightforward. Please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of the order, a description of the issue, and any supporting photographs if applicable.
2. Step 2 – Contact Our Customer Support Team: Reach out to us via one of the methods below within the applicable timeframe:
   • Email: [email protected]
   • Website: lucespizzas.digital
3. Step 3 – Submit Your Claim: Provide all relevant details including your full name, contact information, order number, and a clear explanation of why you are requesting a refund. Attach any supporting documentation or photos.
4. Step 4 – Review and Investigation: Our customer service team will review your claim within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 – Decision Notification: You will receive an email confirming whether your refund has been approved, denied, or if a partial refund or store credit has been offered instead.
6. Step 6 – Refund Issued: If approved, the refund will be processed to your original payment method or as store credit, depending on the circumstances and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will vary depending on your payment method:

Please note that while we process refunds on our end promptly, the actual posting of funds to your account may be subject to your bank's internal processing times. Pizza Luce is not responsible for additional delays caused by third-party financial institutions.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be appropriate when:

• Only a portion of your order was missing or incorrect (e.g., one item out of several was wrong).
• The food quality issue affected only part of the order.
• You partially consumed the order before reporting the issue.
• The delivery was late but the food was ultimately received and was of acceptable quality.
• A discount or promotional code was applied and only the non-discounted portion is eligible for a refund.

The amount of a partial refund will be determined based on the nature of the issue, the value of the affected items, and any applicable delivery fees. Our team will communicate the proposed partial refund amount and reasoning clearly before processing it.

8. Exchange Policy

Due to the perishable nature of food products, Pizza Luce does not offer direct exchanges in the traditional retail sense. However, in appropriate circumstances, we may offer the following alternatives:

• Replacement Order: If your order was incorrect or of poor quality and you contact us promptly, we may offer to resend the correct items at no additional charge, subject to availability and delivery feasibility.
• Store Credit: In lieu of a cash refund, we may offer store credit of equivalent or greater value that can be applied to a future order.
• Complementary Items: For minor quality concerns, we may offer complimentary sides, beverages, or dessert items on your next order as a goodwill gesture.

Exchange offers are made at the discretion of Pizza Luce management and are subject to operational capacity and location availability.

9. Cancellation Policy

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

9.1 Customer-Initiated Cancellations

• Before food preparation begins: Orders cancelled before the kitchen has started preparing your food are eligible for a full refund. Please contact us immediately after placing the order if you wish to cancel.
• During food preparation: Once our kitchen team has begun preparing your order, cancellations may only be eligible for partial refunds or store credit, as ingredients and labor are already in use.
• After dispatch/delivery: Once an order has been dispatched for delivery or picked up in-store, cancellations are generally not accepted and no refund will be issued.

9.2 Pizza Luce-Initiated Cancellations

In rare cases, Pizza Luce may need to cancel your order due to:

• Ingredient unavailability or supply chain disruptions
• Technical system errors affecting your order
• Inability to service your delivery area
• Extreme weather or other force majeure events
• Suspected fraudulent payment activity

In such cases, you will be notified promptly via email or phone, and a full refund will be issued automatically within 5–10 business days.

9.3 Pre-Orders and Scheduled Orders

If you placed a scheduled or pre-order, you may cancel it free of charge up to 2 hours before the scheduled delivery or pickup time. Cancellations made after this window may be subject to a partial charge to cover preparation costs.

10. Dispute Resolution Process

Pizza Luce is committed to resolving all customer concerns amicably and efficiently. If you are unsatisfied with the outcome of a refund request, you may escalate the matter through the following dispute resolution process:

1. Step 1 – Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior manager or supervisor. Please reference your original ticket or case number.
2. Step 2 – Management Review: A member of Pizza Luce management will review your case within 3–5 business days and provide a final internal decision in writing.
3. Step 3 – Chargeback Rights: If you paid by credit or debit card and believe you have been charged in error, you retain the right to dispute the charge with your card issuer or bank under the Fair Credit Billing Act (FCBA) or applicable consumer protection laws.
4. Step 4 – Consumer Protection Agencies: You may file a complaint with consumer protection bodies including the Federal Trade Commission (FTC) at ftc.gov, your state's Attorney General office, or the Better Business Bureau (BBB).
5. Step 5 – Alternative Dispute Resolution: If a dispute cannot be resolved through the above channels, both parties may agree to pursue mediation or arbitration as an alternative to litigation, in accordance with applicable United States law.

11. Applicable Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Customers in California also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other applicable state consumer protection statutes. The Federal Trade Commission Act (FTC Act) applies to all consumer transactions conducted through our digital platforms.

Nothing in this Refund Policy limits or excludes your rights under applicable federal or state consumer protection laws that cannot be waived by agreement.

12. Policy Updates

Pizza Luce reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at lucespizzas.digital. We encourage you to review this page periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact our dedicated customer support team: