Please contact us if you have any questions regarding the Return & Refund Policy by emailing us at the restaurant via our contact page or via orders@lacuccina.co.za. For immediate response, please call the restaurant on 021 687 0099. The preparation of your order will begin immediately once your order has been confirmed due to this we cannot accept cancellations once your order has been confirmed. Orders for instore collection will be priority.
Food Order Errors*
If you receive food that does not match your receipt, we sincerely apologize. Please call us as soon as you notice that there was an error with your order.
Credit card payments, you will be refunded the sales price amount associated with the error and recharged for the new item’s price.
Cash payments, should the new food/order item have a higher value than the food received in error you will be asked to pay the difference. If the new food/order item is of a lower value than the food received in error you will receive the balance back. In some cases, we may offer you store credit.
In all cases, please return the food order in the original container(s)* to our host.
Food Order Incomplete*
In the rare occasion that you receive your order incomplete, we apologies. Please call us as soon as you notice that any food items were not received in your order.
Food Dissatisfaction*
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement orders are available upon request for orders in which the food is wrong, omitted, and in other similar circumstances. These will be dealt with on an individual basis. Refunds are not typically provided for food that a customer simply does not like.
Cancel Order*
Sorry, we cannot cancel, refund, or give store credit if you change your mind or mistakenly order an item, after the order is prepared. We cannot provide any refund or store credit for non-food items or beverages.
Order Cancelled Delivery Partner*
It’s possible your delivery partner might cancel the delivery if they are unable to find, reach or contact you. Please ensure all address/delivery details are 100% correct when placing the order. The responsibility thereof lies with the customer and may not be eligible for a refund due to incorrect details having been supplied. When they arrive at your delivery address, they are instructed to contact you so it’s a good idea to keep your phone nearby when you’re expecting the food to arrive. If a delivery partner made a reasonable effort to contact you after arriving at your requested correct location, you may not be eligible for a refund.
Complimentary Food*
Sorry, we cannot provide a refund or cash value on any complimentary food.
As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy we, unfortunately, will not be able to conduct future business with the customer.
Please note: We strive to prepare and package our pick-up orders to preserve the high quality of the food. Keep in mind the temperature, sauce, and consistency of some items may vary slightly after being packaged.
- If 25% or more of the food has been consumed or removed we cannot issue any discount, refund, or store credit. If the food has been discarded, repackaged, or tampered with then we cannot verify its origin or issue and cannot issue any discount, refund, or store credit. Also, we will only prepare a second food order in all situations and we will not prepare a third order replacement.