Refund policy
Contact
To request a refund, cancellation or return, email help@lutristy.com with your order number. We will reply with the next steps. Quoting your order number helps us locate the purchase quickly; a valid payment confirmation is also accepted as proof of purchase.
LTY Prime membership
LTY Prime is a membership, not a physical item. It is provided free of charge for the first 14 days after your order is confirmed (the "Introductory Period"). After the Introductory Period it renews automatically at US$39.99 per 30-day period until you cancel.
Cancellation. You may cancel LTY Prime at any time by emailing help@lutristy.com with your order number and a payment confirmation (for example a statement line or the confirmation email for a charge). Cancellation is effective at the end of the current paid period, and your access continues until then. Cancellation requests must be made in writing; we cannot process cancellations by phone.
Refunds. Full credit is available for the Introductory Period and the first renewal within 14 days of your order confirmation. After that window, LTY Prime renewal fees are non-refundable except where required by applicable law, and a refund of a renewal fee ends your membership. Cancelling future renewals does not cancel an order that has already been placed.
Refunds are issued to the original payment method without a fee and normally appear within 5–7 business days of approval, depending on your bank or card issuer.
Damaged, faulty or incorrect items
If your order arrives damaged, leaks, contains the wrong item or does not match its description, contact us promptly with your order number. Photographs can help us resolve the issue, but they are not a condition of your rights. We will send a replacement or issue a full refund to the original payment method, and we will cover the cost of returning the item. A sale or bundle purchase carries the same protection.
Change of mind
Unless required by applicable law, we do not accept returns or issue refunds to the original payment method where you simply change your mind. All sales are final except in the circumstances described in this policy.
As a courtesy, and at our discretion, we may offer one of the following within 14 days of your order confirmation, provided the item is unused, unopened and in its original packaging:
- a partial refund to the original payment method — typically 25% of the amount paid — with the balance issued as store credit; or
- store credit equivalent to the full amount paid.
Store credit is issued to the email address on your order, is valid for 12 months from the date it is issued, has no cash value and is not transferable. It can be applied to any purchase on our website. A store credit offer is a voluntary courtesy, not a legal entitlement; the specific offer, if any, is communicated to you in writing at the time of your request. Unused store credit expires at the end of its validity period.
How refunds are handled
Where we offer a partial refund with store credit, the refund portion is issued to the original payment method and the store credit is added to your account within one business day of approval. Once we issue a refund it typically appears within 5–7 business days; your bank may take additional time to display it. For an accepted partial return, the amount reflects the amount paid for the returned item, taking account of any discount allocated to it at checkout. We do not charge an undisclosed penalty for returning an item.
Orders that have not yet been dispatched can usually be changed or cancelled if you contact us promptly. We will confirm what is possible at the current stage of the order.
Your legal rights
This policy describes our refund and return arrangements. It is in addition to, and does not limit, the rights you have under the laws of the place where you live. Where mandatory consumer protection law gives you more than this policy states, the law applies.