Refund Policy

1. Overview

At Lou Malnati's, we are committed to providing exceptional customer satisfaction with every meal. Our refund policy is designed to ensure that our customers have a positive experience with our authentic Chicago deep dish pizza and related services.

This refund policy applies to all purchases made through our restaurant locations, online ordering platform, catering services, and delivery options. Please review the following terms and conditions to understand your rights and our procedures.

2. Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Issues must be reported during your visit or within 2 hours of your meal
• Takeout orders: Refund requests must be made within 24 hours of pickup
• Delivery orders: Claims must be submitted within 2 hours of delivery
• Catering orders: Issues must be reported within 4 hours of the scheduled event time

Proof of Purchase

• Original receipt or order confirmation number
• Valid payment method information
• Photo evidence for quality-related claims (when applicable)

Product Condition

• Food items must be substantially uneaten (more than 75% remaining)
• Packaging and containers should be intact when possible
• Items must not have been stored improperly after delivery/pickup

3. Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Partially consumed meals: Items that have been more than 25% consumed
• Personal preference: Requests based solely on taste preferences or dietary changes
• Special promotional items: Limited-time offers or discounted meal packages
• Gift cards: Purchased gift cards cannot be refunded (but unused balances can be transferred)
• Delivery fees: Third-party delivery charges are non-refundable
• Expired orders: Requests made beyond the specified timeframes
• Custom orders: Specially prepared items that were made to customer specifications
• Alcohol purchases: Beverages containing alcohol (where applicable by law)

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call our customer service line at +61 456 492 3594
• Email us at [email protected]
• Speak with a manager at your location (for dine-in experiences)

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Description of the issue
• Photos if applicable (quality concerns)
• Contact information for follow-up

Step 3: Investigation and Response

• We will review your claim within 24 hours
• Additional information may be requested
• You will receive a decision via email or phone
• Approved refunds will be processed immediately

Step 4: Return of Product (if required)

• Some cases may require return of the food item
• We will arrange for pickup or provide return instructions
• Refund will be finalized upon return verification

5. Refund Methods

Approved refunds will be processed using the following methods:

Payment Method Returns

• Credit/Debit Cards: Refunded to the original payment method within 3-5 business days
• Cash Payments: Cash refund available at the original location
• Gift Cards: Refunded as store credit or new gift card
• Online Payments: Processed through the original payment platform

Processing Timeframes

• Immediate: In-restaurant cash refunds
• 24-48 hours: Store credit and gift card refunds
• 3-5 business days: Credit and debit card refunds
• 5-10 business days: Bank transfer refunds (if applicable)

Note: Processing times may vary depending on your bank or financial institution. Lou Malnati's is not responsible for delays caused by third-party payment processors.

6. Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the Lou Malnati's experience you deserve.

Exchange Options

• Immediate replacement: For incorrect or defective orders
• Store credit: Equal value credit for future purchases
• Alternative menu items: Different items of equal or lesser value
• Complimentary items: Additional items to compensate for inconvenience

When Exchanges Are Preferred

• Incorrect order received
• Food quality issues that can be corrected
• Temperature-related concerns
• Minor preparation errors
• Delay-related compensation

Exchanges must be requested within the same timeframes as refunds and are subject to the same eligibility criteria.

7. Damaged or Defective Items

We take special care with damaged or defective food items to ensure immediate resolution:

Immediate Action Items

• Food safety concerns: Immediate replacement or full refund
• Foreign objects in food: Full refund plus compensation
• Spoiled or expired ingredients: Immediate replacement and investigation
• Delivery damage: Replacement order at no charge

Documentation Requirements

• Clear photographs of the damaged item
• Description of the issue and safety concerns
• Immediate notification (do not consume affected items)
• Preservation of evidence for investigation

Our Response

• Immediate replacement or refund authorization
• Investigation into the cause of the issue
• Follow-up to ensure customer satisfaction
• Process improvements to prevent recurrence

8. Contact Information

For all refund requests and customer service inquiries, please reach out to us using the following methods: