Refund Policy

1. Overview

At Lou Malnati's, customer satisfaction is our top priority. We are committed to providing exceptional deep-dish pizza and outstanding service. If you are not completely satisfied with your order, we will work with you to make it right. This refund policy outlines the conditions and process for requesting refunds on food orders, delivery services, and other products.

We stand behind the quality of our authentic Chicago-style pizza and want every customer to have a positive dining experience with Lou Malnati's.

2. Eligibility

Refunds may be requested under the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup
• Product Quality: Food items that are damaged, spoiled, incorrect, or not prepared to our quality standards
• Service Issues: Late delivery beyond the estimated time window (more than 30 minutes late)
• Order Errors: Wrong items delivered or missing items from your order
• Proof of Purchase: Valid order confirmation number or receipt required
• Unopened Items: Packaged items (beverages, desserts) must be unopened and unused

Customers must provide photographic evidence of damaged or incorrect items when possible.

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed Food: Items that have been partially or fully consumed (unless quality issue reported immediately)
• Custom Orders: Specially customized pizzas or orders made to specific dietary requirements
• Gift Cards: Purchased gift cards cannot be refunded once issued
• Promotional Items: Free items received through promotions or loyalty programs
• Taste Preference: Dissatisfaction based solely on personal taste preferences
• Catering Orders: Large catering orders (10+ items) cancelled less than 24 hours in advance
• Third-Party Delivery: Issues related to third-party delivery service delays or problems

4. Refund Process

Step-by-Step Instructions:

1. Contact Customer Service: Call +1 202-915-9004 or email [email protected] within 24 hours of your order
2. Provide Order Details: Have your order confirmation number, receipt, and contact information ready
3. Describe the Issue: Clearly explain the problem with your order and provide photos if applicable
4. Customer Service Review: Our team will review your request and may ask for additional information
5. Resolution Decision: We will determine the appropriate resolution (refund, replacement, or credit)
6. Confirmation: You will receive email confirmation of the approved refund or resolution

Most refund requests are processed within 1-2 business days of approval. Complex cases may require additional review time.

5. Refund Methods

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds are issued to the original form of payment (credit card, debit card, etc.)
• Processing Time: Credit card refunds typically appear within 3-5 business days
• Cash Orders: Cash refunds for pickup orders can be processed at the restaurant location
• Gift Card Purchases: Refunds for orders paid with gift cards will be issued as store credit
• Partial Refunds: For orders with multiple items, partial refunds may be issued for problematic items only

Processing times may vary depending on your bank or financial institution.

6. Exchanges

In many cases, we prefer to offer exchanges or replacements rather than monetary refunds:

• Replacement Orders: We can remake your order at no additional charge for quality issues
• Store Credit: Receive credit for future orders equivalent to your refund amount
• Item Substitution: Exchange incorrect items for the correct ones from your order
• Upgrade Options: Receive an upgraded item of equal or greater value

Exchanges and replacements are often processed faster than monetary refunds and ensure you still enjoy Lou Malnati's pizza.

7. Damaged or Defective Items

Special handling for damaged or defective food items:

• Immediate Reporting: Contact us immediately upon receipt of damaged items
• Photo Documentation: Take photos of damaged packaging and food items
• No Return Required: You are not required to return damaged food items
• Full Refund: Complete refund or replacement provided for genuinely damaged items
• Investigation: We may investigate with our kitchen staff to prevent future occurrences
• Health and Safety: Never consume food that appears spoiled or contaminated

Your safety and satisfaction are our primary concerns when handling damaged food items.

Policy Updates

Lou Malnati's reserves the right to modify this refund policy at any time. Changes will be posted on our website and will take effect immediately. Continued use of our services after policy changes constitutes acceptance of the new terms.

For questions about this refund policy or to request a refund, please don't hesitate to contact our customer service team. We appreciate your business and want to ensure your complete satisfaction with Lou Malnati's.