Refund Policy
Your satisfaction is our priority
Overview
At Lou Malnati's, we are committed to providing our customers with the highest quality Chicago deep dish pizza and exceptional dining experiences. Your satisfaction is our top priority, and we stand behind the quality of our food and services.
This Refund Policy outlines the terms and conditions under which refunds may be issued for purchases made through our website, restaurant locations, delivery orders, catering services, and other Lou Malnati's offerings. We strive to resolve any issues quickly and fairly while maintaining the standards that have made us Chicago's legendary deep dish destination since 1971.
Customer Satisfaction Guarantee
We guarantee that you will be completely satisfied with your Lou Malnati's experience. If for any reason you are not satisfied with your order, please contact us immediately so we can make it right.
Refund Eligibility
Refunds may be requested under the following conditions and timeframes:
General Eligibility Requirements
- Time Limit: Refund requests must be made within 24 hours of order receipt for food items, or within 7 days for merchandise and gift cards
- Proof of Purchase: Valid receipt, order confirmation email, or order number must be provided
- Product Condition: Food items must be reported as unsatisfactory immediately upon receipt
- Original Payment Method: Refunds will be processed to the original form of payment used for the purchase
- Order Verification: We may require verification of your identity and order details
Specific Eligibility Scenarios
- Food quality issues (cold, incorrect preparation, missing items)
- Delivery delays exceeding 90 minutes from estimated time
- Order cancellation before food preparation begins
- Billing errors or duplicate charges
- Defective merchandise or gift card issues
- Catering orders cancelled more than 48 hours in advance
Non-Refundable Items
The following items and services are not eligible for refunds:
- Consumed Food: Items that have been partially or completely consumed (exceptions made for quality issues reported immediately)
- Custom Orders: Specially prepared items or custom pizza combinations ordered to specific customer preferences
- Promotional Items: Free items received as part of promotions, contests, or loyalty programs
- Digital Products: Downloaded content, digital gift cards that have been accessed, mobile app purchases
- Late Cancellations: Catering orders cancelled less than 24 hours before scheduled delivery/pickup
- No-Show Orders: Pickup orders not collected within 2 hours of notification
- Third-Party Services: Services provided by delivery partners or other third-party vendors
- Perishable Items: Items that have exceeded safe consumption time limits
Special Circumstances
In exceptional circumstances, management may authorize refunds for items normally considered non-refundable. Each case will be reviewed individually based on the specific situation and customer relationship.
Refund Process
Follow these steps to request a refund:
Contact Customer Service
Reach out to our customer service team immediately via phone at +1 651-340-3568, email at [email protected], or through our website contact form. Have your order number and receipt ready.
Provide Order Details
Supply the following information: order number, date of purchase, items in question, reason for refund request, and any supporting documentation or photos if applicable.
Review and Verification
Our team will review your request and verify the order details. We may ask additional questions or request photos for quality issues. This process typically takes 1-2 business hours.
Approval and Processing
Once approved, your refund will be processed to the original payment method. You will receive a confirmation email with refund details and estimated processing time.
Refund Completion
Monitor your account for the refund credit. Processing times vary by payment method but typically complete within 3-7 business days for credit cards and 1-3 business days for other methods.
Refund Methods and Timeframes
Refunds are processed using the original payment method whenever possible:
Processing Times by Payment Method
- Credit Cards: 3-7 business days (may take additional time to appear on statement)
- Debit Cards: 3-5 business days
- PayPal: 1-3 business days
- Cash Purchases: Immediate cash refund at restaurant location or check by mail
- Gift Cards: Credit restored to original gift card or new gift card issued
- Lou Malnati's Account Credit: Immediate credit to customer account
Alternative Refund Methods
In cases where refunding to the original payment method is not possible:
- Store credit may be issued for the full refund amount
- Gift card may be provided for future purchases
- Check may be mailed to billing address (7-10 business days)
- Account credit for registered customers
Exchanges
Lou Malnati's offers exchanges as an alternative to refunds in many situations:
Exchange Options
- Food Items: Incorrect orders can be exchanged for the correct items at no additional charge
- Size Upgrades: Pay the difference to upgrade to larger sizes
- Menu Substitutions: Exchange for items of equal or lesser value
- Merchandise: Exchange for different size, color, or similar item within 30 days
- Gift Cards: Exchange for different denominations or transfer balance
Exchange Process
Exchanges follow the same contact process as refunds. Many food-related exchanges can be processed immediately during the same order experience. Merchandise exchanges may require return of original items.
Immediate Resolution
For dine-in customers experiencing issues, our restaurant managers are authorized to provide immediate exchanges, replacements, or credits to ensure your satisfaction during your visit.
Damaged or Defective Items
Special policies apply to damaged or defective items:
Food Quality Issues
- Cold Food: Immediate replacement or full refund for temperature issues
- Incorrect Preparation: Free remake of correct order plus refund if desired
- Missing Items: Delivery of missing items or credit for missing portions
- Quality Problems: Full refund and replacement meal of equal value
Damaged Merchandise
- Items damaged during shipping receive priority replacement
- Manufacturing defects covered regardless of time since purchase
- Photos may be requested to document damage
- Return shipping provided by Lou Malnati's for damaged items
Delivery Issues
- Spilled or damaged orders during delivery receive full replacement
- Incorrect deliveries exchanged immediately
- Significant delays (over 90 minutes) may qualify for partial or full refunds
- Weather-related delays handled case by case
Contact Information
For all refund requests and customer service inquiries, please contact us using the information below:
Customer Service Hours
Monday - Friday: 9:00 AM - 6:00 PM CST
Saturday - Sunday: 10:00 AM - 4:00 PM CST
St Paul, MN 55105, USA
Response Times
- Phone: Immediate assistance during business hours
- Email: Response within 2-4 hours during business days
- Emergency Issues: 24/7 support for urgent order problems
- Refund Processing: Approval decisions within 24 hours
Policy Updates
This refund policy may be updated periodically to reflect changes in our services or legal requirements. Customers will be notified of significant changes, and the most current version will always be available on our website. For questions about this policy, please contact our customer service team.
Last Updated: January 2025