Refund Policy

Overview

At Pizza luce, customer satisfaction is paramount. We are committed to providing exceptional quality food and service. If you are not completely satisfied with your order, we offer reasonable refund and exchange options to ensure your experience meets our high standards.

This refund policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases. Please read these terms carefully to understand your rights and our procedures.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• Food Orders: Refund requests must be made within 2 hours of delivery or pickup
• Pre-orders/Catering: Cancellation requests must be made at least 24 hours in advance
• Event Catering: Cancellation requests must be made at least 48 hours in advance
• Gift Cards: Refund requests must be made within 30 days of purchase (unused cards only)

Condition Requirements

• Food must be substantially uneaten (more than 75% remaining)
• Items must be returned in original packaging when possible
• Clear documentation of the issue (photos may be requested)
• Valid proof of purchase (receipt, order confirmation, or transaction record)

Valid Refund Reasons

• Incorrect order received
• Food quality issues (undercooked, overcooked, or spoiled)
• Missing items from order
• Delivery delays exceeding promised time by more than 30 minutes
• Food safety concerns
• Order cancelled by restaurant

Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed Food: Orders that have been substantially consumed (less than 75% remaining)
• Custom Orders: Specially customized items made to customer specifications (unless defective)
• Promotional Items: Free items received with promotions or discounts
• Delivery Fees: Third-party delivery charges (refunds handled by delivery partner)
• Used Gift Cards: Gift cards that have been partially or fully redeemed
• Digital Products: Downloaded menus, recipes, or digital content
• No-Show Orders: Orders not picked up within 30 minutes of scheduled time
• Change of Mind: Orders cancelled due to customer preference changes after preparation begins

Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call us at +1 418-872-4386 during business hours
• Email us at [email protected] with order details
• Visit our location at 7 Rue du Don-de-Dieu, Québec, QC G1K 3Z6, Canada
• Use our online contact form on the website

Step 2: Provide Required Information

• Order number or receipt
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable)
• Your contact information

Step 3: Return Process

• For food quality issues, we may request you return the items
• For delivery orders, our driver may collect the items
• For pickup orders, please bring items back to our location
• Retain original packaging when possible

Step 4: Refund Processing

• We will review your request within 24 hours
• Approved refunds will be processed within 3-5 business days
• You will receive confirmation of the refund via email

Refund Methods & Timeframes

Refunds are processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Payments: Immediate cash refund at location
• Digital Wallets: 1-3 business days (Apple Pay, Google Pay, etc.)
• Gift Cards: Refund applied as new gift card within 24 hours

Alternative Refund Options

• Store Credit: Immediate credit to your account (no expiration)
• Gift Card: Physical or digital gift card issued same day
• Account Credit: Credit applied to your online account for future orders

Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality meal you deserve.

Exchange Options

• Immediate Replacement: We can remake your order on the spot
• Credit for Future Order: Store credit for equal or greater value
• Menu Substitution: Choose a different item of similar value
• Size/Quantity Adjustment: Upgrade or modify your order

Exchange Process

• Contact us immediately when issues arise
• We will offer suitable exchange options
• New items prepared fresh and delivered/ready quickly
• No additional charges for exchanges of equal value

When Exchanges Are Preferred

• Incorrect orders that can be quickly corrected
• Temperature issues (food too cold/hot)
• Missing toppings or ingredients
• Presentation or packaging issues

Damaged or Defective Items

We take special care with orders involving damaged or defective products, as your safety is our priority.

Immediate Response Items

• Food Safety Issues: Spoiled, contaminated, or unsafe food
• Foreign Objects: Non-food items found in orders
• Packaging Damage: Containers that have leaked or broken
• Temperature Violations: Cold food served hot or vice versa

Special Procedures

• Stop consuming the product immediately
• Take photos of the issue for documentation
• Contact us immediately at +1 418-872-4386
• Preserve the item for inspection if requested
• Full refund processed within 24 hours

Investigation Process

• We will investigate all food safety concerns thoroughly
• Kitchen procedures will be reviewed and improved if needed
• Staff retraining provided when necessary
• Follow-up communication provided to customer