Refund Policy

Overview

At Lou Malnati's, we are committed to providing our customers with the highest quality Chicago-style deep dish pizza and exceptional service. Customer satisfaction is our top priority, and we stand behind every product we serve.

This refund policy outlines the conditions and procedures for requesting refunds or exchanges on orders placed through our restaurant, online ordering system, or delivery services. We strive to resolve any issues promptly and fairly while maintaining the quality standards that have made Lou Malnati's a trusted name since 1971.

Refund Eligibility

Timeframe Requirements

• Dine-in Orders: Issues must be reported immediately during your visit or within 2 hours of leaving the restaurant
• Takeout Orders: Must be reported within 2 hours of pickup
• Delivery Orders: Must be reported within 1 hour of delivery
• Catering Orders: Must be reported within 4 hours of scheduled delivery/pickup time
• Gift Cards: Refund requests must be made within 30 days of purchase

Proof of Purchase

To be eligible for a refund, customers must provide:

• Original receipt or order confirmation number
• Valid form of identification
• Credit card used for payment (for card transactions)
• Photos of defective or incorrect items (when applicable)

Product Condition Requirements

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be in original packaging when applicable
• Temperature-sensitive items must still be at proper serving temperature
• Custom orders require manager approval for refunds

Non-Refundable Items

The following items and services are not eligible for refunds:

Food Items

• Custom or special-order pizzas that were prepared to customer specifications
• Items that have been partially consumed (less than 75% remaining)
• Food items ordered more than 4 hours prior to refund request
• Alcoholic beverages (unless defective or incorrectly served)
• Items consumed off-premises without reporting issues within specified timeframes

Services and Fees

• Delivery fees (unless delivery was not completed)
• Service charges and gratuities
• Processing fees for online orders
• Convenience fees for third-party delivery services

Special Circumstances

• Orders cancelled less than 30 minutes before scheduled pickup/delivery
• No-show customers for scheduled pickup orders
• Items affected by customer dietary restrictions not disclosed at time of order
• Gift cards purchased more than 30 days prior

Refund Process

Follow these steps to request a refund:

Refund Methods

Original Payment Method

Refunds will be processed to the original method of payment used for the purchase:

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Payments: Immediate cash refund at the restaurant location
• Gift Cards: Credit restored to original gift card or new gift card issued
• Third-Party Apps: Processed through the original app platform (5-7 business days)

Processing Timeframes

Alternative Refund Options

In certain circumstances, we may offer:

• Store credit for future purchases (with 12-month expiration)
• Replacement items of equal or greater value
• Complimentary meal vouchers for future visits

Exchanges Policy

When Exchanges Are Available

We offer exchanges in the following situations:

• Incorrect order received (wrong pizza toppings, size, etc.)
• Food quality issues (undercooked, overcooked, cold)
• Missing items from order
• Defective or damaged items

Exchange Process

For dine-in customers, exchanges can be processed immediately. For takeout and delivery orders:

• Return the incorrect/defective item to the restaurant
• Receive immediate replacement or credit for future order
• Keep original receipt for verification

Exchanges vs. Refunds

Damaged or Defective Items

What Qualifies as Damaged/Defective

• Food that is significantly undercooked or overcooked
• Items that are cold when they should be hot
• Contaminated or spoiled ingredients
• Physical damage to packaging affecting food safety
• Missing components of ordered items
• Items that pose health or safety concerns

Special Handling for Defective Items

For damaged or defective items, we provide:

• Immediate Resolution: Priority handling for food safety concerns
• Full Refund: No questions asked for genuinely defective items
• Expedited Replacement: Fast-tracked preparation of replacement items
• Compensation: Additional compensation for inconvenience when appropriate

Food Safety Protocol

Contact Information for Refund Requests