Refund Policy

1. Overview

At Lou Malnati's, we are committed to providing you with the highest quality food and exceptional customer service. Your satisfaction is our top priority, and we stand behind the quality of our products and services.

This refund policy outlines the terms and conditions under which refunds may be requested and processed. By placing an order with Lou Malnati's, you acknowledge that you have read, understood, and agree to be bound by this refund policy.

We reserve the right to update this policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

2. 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
• Catering Orders: Refund requests must be made within 24 hours of the scheduled event
• Gift Cards: Refund requests must be made within 30 days of purchase (unused gift cards only)
• Merchandise: Refund requests must be made within 30 days of purchase

Product Condition Requirements

• Food items must be substantially unconsumed (more than 75% remaining)
• Merchandise must be in original condition with tags attached
• Gift cards must be unused and in original condition
• All items must be accompanied by proof of purchase

Proof of Purchase

Valid proof of purchase includes:

• Original receipt or order confirmation
• Credit card or bank statement showing the transaction
• Email confirmation with order details
• Lou Malnati's loyalty account transaction history

3. Non-Refundable Items

The following items and services are not eligible for refunds:

Food Items

• Custom or personalized pizza orders (special toppings, dietary modifications)
• Food that has been consumed (less than 75% remaining)
• Items ordered with specific dietary restrictions that were fulfilled correctly
• Promotional or discounted items (unless defective)

Services

• Delivery fees (unless we failed to deliver)
• Service charges and taxes
• Catering services after the event has commenced
• Private dining room reservations (cancellation fees may apply)

Digital Products

• Partially used gift cards
• Downloaded digital content (recipes, coupons)
• Membership fees for loyalty programs

Special Circumstances

• Orders affected by circumstances beyond our control (weather, natural disasters)
• Items refused at delivery without valid reason
• Orders with missing items if replacement was offered and declined

4. Refund Process

Follow these steps to request a refund:

1. Contact Customer Service: Call us at +1 855-228-6325 or email [email protected] within the eligible timeframe
2. Provide Order Information: Have your order number, receipt, and details about the issue ready
3. Describe the Problem: Clearly explain why you are requesting a refund (quality issue, incorrect order, etc.)
4. Photo Documentation: For food quality issues, you may be asked to provide photos of the items in question
5. Return Items (if required): Some items may need to be returned to the store or picked up by our team
6. Refund Authorization: Our customer service team will review your request and provide a refund authorization number
7. Processing: Once approved, your refund will be processed according to our refund methods policy

Required Information

When contacting us, please have the following information ready:

• Order number or receipt
• Date and time of order/delivery
• Items being returned
• Reason for refund request
• Contact information
• Payment method used for original purchase

5. Refund Methods

Refunds will be processed using the following methods and timeframes:

Original Payment Method

All refunds will be issued to the original payment method used for the purchase:

• Credit Cards: 3-5 business days to appear on your statement
• Debit Cards: 5-7 business days to appear in your account
• Cash Purchases: Immediate cash refund at the store location
• Gift Cards: Refund issued as store credit or new gift card
• Digital Wallets: 1-3 business days (Apple Pay, Google Pay, etc.)

Processing Timeframes

• Same Day: Cash refunds at store locations
• 1-2 Business Days: Refund approval and processing initiation
• 3-10 Business Days: Funds appear in your account (depending on payment method and bank)

Partial Refunds

In some cases, partial refunds may be issued:

• When only part of an order has issues
• For items that are partially consumed but have quality issues
• When delivery or service fees are non-refundable
• For bulk orders where only some items are affected

6. Exchanges

We offer exchanges as an alternative to refunds in many situations:

Exchange Policy

• Food Items: We can remake incorrect orders or replace items with quality issues
• Merchandise: Same item in different size or color (subject to availability)
• Gift Cards: Can be exchanged for different denominations
• Catering Orders: Menu substitutions may be possible with advance notice

Exchange vs. Refund Benefits

Exchange Process

1. Contact customer service to report the issue
2. Discuss available exchange options
3. Choose replacement items
4. Return original items (if required)
5. Receive replacement items

7. Damaged or Defective Items

We have special policies for items that arrive damaged or are defective:

Immediate Action Required

Types of Damage/Defects Covered

• Food Quality Issues: Cold food, incorrect preparation, missing ingredients
• Packaging Damage: Spilled items, damaged containers, compromised food safety
• Delivery Issues: Significantly delayed orders, wrong delivery address
• Merchandise Defects: Manufacturing defects, damaged packaging

Resolution Options

For damaged or defective items, we offer:

• Full Refund: Complete refund including delivery fees
• Replacement: New item prepared and delivered at no charge
• Store Credit: Credit for future orders (with bonus value)
• Partial Refund: When only some items are affected

Photo Documentation

For quality issues, please provide:

• Photos of the damaged/defective items
• Photos of packaging (if relevant)
• Receipt or order confirmation
• Description of the specific issue

No-Fault Policy

Damaged or defective items are covered under our no-fault policy - you will receive a full resolution regardless of the cause, as long as the issue is reported promptly.

8. Contact Information

Store Locations

For immediate assistance, visit any Lou Malnati's location:

Online Support

You can also submit refund requests through our website contact form or customer portal. Please include all relevant order information and details about your issue.

Customer Service Hours

• Monday - Friday: 9:00 AM - 8:00 PM EST
• Saturday - Sunday: 10:00 AM - 6:00 PM EST
• Holidays: Limited hours (check website for details)

What to Expect

• Response Time: Phone calls answered immediately during business hours
• Email Response: Within 24 hours on business days
• Resolution Time: Most issues resolved within 1-2 business days
• Follow-up: We'll contact you to ensure satisfaction with the resolution

Last updated: January 2026

This refund policy is part of our Terms of Service. For questions about this policy, please contact our customer service team. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting to our website.