Refund Policy

1. Overview

At Lou Malnati's, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service. This refund policy outlines the conditions under which refunds may be issued for purchases made through our restaurant, online ordering system, or delivery services.

This policy applies to all food items, beverages, merchandise, and services purchased from Lou Malnati's locations or through our authorized online platforms. Please read this policy carefully before making a purchase.

2. Refund Eligibility

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

Timeframe Requirements

• Food Items: Refund requests must be made within 2 hours of purchase or delivery for quality-related issues
• Catering Orders: Refund requests must be made within 24 hours of the scheduled event
• Gift Cards: No refunds available once activated, except as required by applicable law
• Merchandise: Returns accepted within 30 days of purchase with receipt

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be returned in original packaging when applicable
• Merchandise must be in original condition with tags attached
• Custom or personalized orders may have different return conditions

Proof of Purchase

• Original receipt or order confirmation number required
• Valid photo identification may be requested
• Credit card used for purchase may need to be presented
• Online orders require order number and email confirmation

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Consumed Food Items: Items that have been substantially consumed (less than 75% remaining)
• Custom Orders: Specially prepared items made to customer specifications
• Perishable Items: Items that have exceeded safe consumption timeframes
• Gift Cards: Electronic or physical gift cards once activated (except where required by law)
• Promotional Items: Free items received through promotions or coupons
• Event Bookings: Private dining or event space reservations (cancellation policy applies)
• Delivery Fees: Third-party delivery service charges
• Gratuities: Tips added to orders or bills

4. Refund Process

To request a refund, please follow these steps:

Step 1: Contact Us Immediately

• Call our customer service line at +1 604-423-4840
• Email us at [email protected] with your order details
• Visit the restaurant location where the purchase was made
• Use our online contact form with detailed information

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Detailed description of the issue
• Photos of the items if applicable
• Contact information for follow-up

Step 3: Return Items (if required)

• Bring items to the original purchase location
• Ensure items meet return condition requirements
• Present original receipt and valid ID
• Allow staff to inspect items for quality assessment

Step 4: Resolution

• Our team will review your request within 24-48 hours
• You will be contacted with our decision and next steps
• Approved refunds will be processed according to our refund methods policy
• Alternative solutions may be offered (store credit, replacement, etc.)

5. Refund Methods and Timeframes

Approved refunds will be processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days after approval
• Cash Payments: Immediate refund at restaurant location
• Gift Cards: Refund to new gift card or original payment method
• Third-party Payment Apps: 5-7 business days depending on provider

Alternative Refund Methods

• Store Credit: Issued as gift card for future use (no expiration)
• Account Credit: Applied to customer loyalty account
• Promotional Credits: Special offers for future orders

6. Exchanges Policy

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

When Exchanges Are Available

• Incorrect orders received (wrong items or modifications)
• Temperature issues (food too cold or lukewarm)
• Quality concerns that don't warrant a full refund
• Merchandise in wrong size or style

Exchange Process

• Contact us using the same process as refund requests
• Return original items in acceptable condition
• Select replacement items of equal or lesser value
• Pay difference if replacement item costs more

Exchange Benefits

• Faster resolution than refund processing
• Maintain relationship with our brand
• Often includes additional courtesy items
• Priority service for future orders

7. Damaged or Defective Items

Special policies apply to items that are damaged, defective, or compromised:

Food Safety Issues

• Immediate Action: Stop consuming and contact us immediately
• Priority Processing: These issues receive highest priority
• Full Refund: Complete refund regardless of consumption amount
• Investigation: We may conduct internal quality review
• Follow-up Care: Additional support if needed

Quality Defects

• Undercooked or overcooked food items
• Missing ingredients or toppings
• Incorrect preparation methods
• Temperature issues affecting food safety
• Foreign objects in food

Packaging Issues

• Damaged containers leading to spills
• Leaking packages affecting other items
• Missing items from sealed packages
• Tampered or compromised packaging

8. Contact Information for Refund Requests

Best Practices for Contacting Us

• Be Specific: Provide detailed information about your issue
• Have Information Ready: Order number, receipt, and photos if applicable
• Be Patient: Allow 24-48 hours for initial response
• Stay Available: We may need to contact you for additional information
• Document Everything: Keep records of all communications

Emergency Contact

For urgent food safety concerns outside normal business hours, please call our emergency line at +1 604-423-4840 and select option 9, or visit your nearest emergency room if you experience any adverse health effects.