REFUND / RETURN POLICY
(WALK-IN, ON LINE ORDERING AND CALL IN CUSTOMER
To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return & Refund Policy by email at the restaurant. For an immediate response, please call the restaurant. The preparation of your order can begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.
Lucca Italian Restaurant may issue a requested refund of a payment made for the following reason:
More than the amount is paid.
Customer transaction error, such as a payment being made for more than intended ($5000.00 instead of $500.00).
Duplication of payment.
Catering service cancelled by Client / Venue / Acts of God.
We will refund full amount provided the service was not performed for which a client deposit was received but no special items were bought by Lucca Italian Restaurant nor special services paid for on behalf of that client, and a notice of cancellation was given up to 30 days prior to the event. If the notice of cancellation was given between 29 days and 10 days prior to the event, only 50% of the deposit will be refunded. If the notice of cancellation was given less than 10 days prior to the event, the deposit becomes non-refundable. If there were special items bought or special services paid for by Lucca Italian Restaurant on behalf of the client, the amount of the deposit eligible for refund will be reduced by these costs incurred by Lucca Italian Restaurant.
Catering service cancelled by Special Covid-19 Policy.
We will refund full amount provided the service was cancelled by the client due to Covid 19 related reasons (Covid 19 infected, no travel authorization, cancelled flight due to covid 19 widespread, etc), no special items were bought by Lucca Italian Restaurant nor special services paid for on behalf of that client, and a notice of cancellation was given up to 10 days prior to the event. If the notice of cancellation was given between 9 days and 3 days prior to the event, only 50% of the deposit will be refunded. If the notice of cancellation was given less than 3 days prior to the event, the deposit becomes non-refundable. If there were special items bought or special services paid for by Lucca Italian Restaurant on behalf of the client, the amount of the deposit eligible for refund will be reduced by these costs incurred by Lucca Italian Restaurant.
Items out of Stock
We will refund full amount if a menu item in the restaurant is not in stock at time of payment.
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not typically provided for food that a guest simply does not like.
Change of Mind or Cancelling Order before order prepared
We will refund an order full amount thereof where the order is not yet prepared and you change your mind or would like to cancel the order. But we cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared.
We cannot provide any refund or credit for non-food items or beverages.
Food Order Errors
If you receive food that is different from your receipt of purchase, we sincerely apologize. Please call us as soon as you notice that there was an error with your order. You may come to pick-up the correct food items.
For credit card payments, you will be refunded the sales price amount associated with the error and recharged for the new items price.
For cash payments, you will be asked to pay the difference of the balance if the new food has a greater value than the food received in error. In some cases, we may offer you a store credit.
Your order will be priority if you come to pick it up. In all cases, please return the food order in the original container(s) to our host.
Food Order Incomplete
In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us or your third- party delivery service as soon as possible as you notice the food items are not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit card or we refund you with a Gift Card or Certificate.
PLEASE NOTE: we do provide courtesy items such as disposable silverware. As per request, all other condiments will be provided. If we mistakenly omit a free courtesy item you are welcome to let us know so we may address the issue to our staff,
However, we cannot provide discounts, refunds or store credit.
Order Cancelled Delivery Partner
It’s possible your delivery partner might cancel the delivery if they’re unable to find or reach you. When they arrive at your delivery address, they’re prompted to contact you so it’s a good idea to keep your phone nearby when you are expecting the food to arrive. If a delivery partner made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund
Sorry, we cannot provide a refund or cash value on any complimentary food.
As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy, we will not be able to conduct future business with the customer.
PLEASE NOTE: we strive to prepare and package our pick up items to preserve the high quality of the food. Keep in mind the temperature and consistency of some items may vary slightly after being packaged.
If 25% or more of the food has been consumed or removed, we cannot issue any discount, refund or credit. If the food has been discarded, repackaged or tampered with and we cannot verify its origin or issue, we cannot issue any discount, refund or credit. Also, we will only prepare a second food order in all situations. We will not prepare a third order replacement
Refund requests may be made by contacting us via email firstname.lastname@example.org. We suggest you first discuss the situation with the employee with whom you usually deal directly. If the situation is not resolved, then please contact us via email.
After receipt of a request for refund, Lucca Italian Restaurant will investigate the issue upon which the refund is requested. All refunds, when deemed credible, will be made within 21 business days via the payment platform.
If you make a fraudulent claim of unauthorized card usage, we will report this to our credit card service provider. This report may result in cancellation of your card services, put negative information on your credit report, and create possible criminal charges that may be filed against you.
Lucca Italian Restaurant reserves the right to modify this Refund Policy at its discretion, or against any customer it believes is abusing this policy. Any such revision or change will be binding and effective immediately after posting of the revised Refund Policy on our website. It is the customer’s obligation to review our refund policy for any such revisions.