Refund Policy

At Pizza Luce, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines our guidelines, procedures, and timeframes for handling refund requests in a fair and transparent manner. By placing an order through our website pizz-luce.click, you agree to the terms set forth in this policy.

Please read this policy carefully before placing your order. If you have any questions, our customer support team is always available to assist you.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes pride in preparing every order with care and quality ingredients. We understand that food orders are time-sensitive and unique in nature. Unlike retail products, food items present specific challenges when it comes to returns and refunds due to health, safety, and perishability concerns. However, we believe in doing right by our customers when a genuine issue occurs with an order.

Our refund policy is guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We strive to handle all refund requests promptly, professionally, and equitably.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances. A refund request must meet at least one of the conditions listed below to be considered eligible for review:

• Incorrect Order: You received an item or items that differ from what you ordered (wrong toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise not prepared to a reasonably acceptable standard of quality.
• Foreign Objects: A foreign object or substance was found in your food.
• Order Not Delivered: Your delivery order was never received despite a confirmed delivery notification, and the delivery address provided was accurate.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Cancelled Order: Your order was cancelled by Pizza Luce due to operational reasons, ingredient unavailability, or other circumstances within our control.
• Allergic Reactions Due to Error: Your order contained an allergen that you specifically requested be excluded, and documentation of the adverse reaction is provided.

Refund eligibility is assessed on a case-by-case basis. Pizza Luce reserves the right to request photographic or video evidence of the issue before processing a refund.

3. Non-Refundable Items and Situations

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

4. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated, all claims must be submitted within the following timeframes:

Pizza Luce strongly encourages customers to inspect their orders upon receipt and report any issues immediately. Delays in reporting significantly reduce our ability to investigate and resolve complaints fairly.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The name and email address used to place the order
   • A clear description of the issue
   • Photos or videos of the problem (strongly recommended for quality and food-related issues)
2. Step 2 — Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: pizz-luce.click
3. Step 3 — Submit Your Claim: Clearly describe the issue in your message. Include your order number, the specific items in question, and attach any supporting photos or documentation. The more information you provide, the faster we can process your request.
4. Step 4 — Await Confirmation: Our team will send you an acknowledgment of your refund request within 1 business day. This confirmation will include a reference number for tracking your claim.
5. Step 5 — Review and Decision: Our customer service team will review your request, investigate the issue, and communicate a decision within 3–5 business days of receiving your complete claim.
6. Step 6 — Refund Issuance: If your claim is approved, the refund will be processed according to the payment method used for the original transaction (see Section 6).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account varies depending on your original payment method:

Please note that these timeframes represent our processing time after approval. Your bank or payment provider may require additional time to post the refund to your account. We have no control over your bank's internal processing times.

7. Partial Refunds

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

• Only certain items from an order were incorrect, missing, or unsatisfactory, while other items were prepared and delivered correctly.
• A delivery was significantly delayed but the food was ultimately received and in acceptable condition.
• A minor quality issue was present that did not render the entire order unsatisfactory.
• A discount, coupon, or promotional offer was applied to the order, and only the net amount paid is eligible for refund consideration.

The amount of a partial refund will be determined by our customer service team based on the specific items or services affected and the value of those items in relation to the total order. We will communicate the partial refund amount clearly before processing.

8. Cancellation Policy

We understand that plans change. Here is our cancellation policy for orders placed through pizz-luce.click:

To cancel an order, contact us immediately by email at [email protected] or through our website at pizz-luce.click.

9. Exchange Policy

Due to the nature of food products, Pizza Luce does not offer traditional product exchanges. However, in cases where an order error was made on our part (wrong items, wrong size, missing customization), we will offer one of the following resolutions at our discretion:

• Replacement Order: We will prepare and send a replacement order for the incorrect or missing item(s) at no additional cost, subject to our ability to fulfill delivery or pickup within a reasonable time.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), redeemable on a future order at pizz-luce.click.
• Monetary Refund: A full or partial monetary refund may be issued to your original payment method if a replacement is not feasible.

Replacements are subject to availability and operational hours. We will not issue a replacement for an item if the original was consumed, unless the issue was reported prior to consumption and supported with evidence.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Pizza Luce has a formal dispute resolution process to ensure every customer concern is addressed fairly.

10.1 Internal Escalation

If your refund request was denied or you believe the resolution offered was inadequate, you may request an escalation by responding to your original support email and marking your message as "Escalation Request." Your case will be reviewed by a senior member of our customer service team within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your bank or credit card issuer under applicable federal and state consumer protection laws. If you believe you have been wrongfully charged, you may initiate a chargeback through your financial institution. We encourage you to attempt to resolve the issue with us directly before initiating a chargeback, as chargebacks can result in delays and complications for both parties.

10.3 FTC and Consumer Protection Resources

If you believe Pizza Luce has engaged in unfair or deceptive business practices, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General office. We are committed to complying with all applicable federal and state consumer protection laws and take such concerns seriously.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate federal or state courts, unless otherwise resolved through our internal dispute resolution process.

11. Refunds for Third-Party Delivery Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note that refund requests for those orders must be handled directly through the respective platform. Pizza Luce does not have access to billing information for orders placed through third-party services and cannot issue refunds for those transactions.

For orders placed directly on pizz-luce.click, all refund requests should be directed to our team as described in this policy.

12. Modifications to This Policy

Pizza Luce reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on our website at pizz-luce.click with the updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the contact information below. We are committed to responding to all inquiries promptly and professionally.