Dufry Voucher Terms & Conditions – Help Center

DEFINITIONS

In these Dufry Voucher Terms and Conditions, the following words shall have the following meanings:

“Tourist”	:	shall mean any individual/person who is not a resident of the European Union which is eligible to claim a VAT refund.
“Dufry”	:	shall mean Dufrital S.p.A which operates its duty-free stores in Milan Malpensa Airport, Terminal 1 and Milan Linate Airport.
“Goods”	:	shall mean any tangible item including food and beverages.
“Dufry Voucher”	:	shall mean any and all vouchers issued by utu, for redemption at Dufry only.
“Dufry Voucher Terms”	:	shall mean this Dufry Voucher Terms and Conditions.
“Tax- Free Form”	:	shall mean the form issued by a VAT Refund Operator in order to process the tax refund.
“VAT”	:	shall mean the value added tax imposed on goods and services at the rate described by the Italian Ministry of Finance.
“VAT Refund Value”	:	shall mean the actual VAT refund amount received by the Tourist from the VAT refund operator, which may be subject to change from time to time

ACCEPTANCE OF UTU DUFRY VOUCHER TERMS
1. These Dufry Voucher Terms shall govern the use of the Dufry Voucher offered by utu. By participating or using the Dufry Voucher, the Tourist acknowledges and agrees to be bound by these Dufry Voucher Terms.
USE OF DUFRY VOUCHER
1. Each Tax-Free Form shall only be eligible for a single Dufry Voucher.
2. All Dufry Vouchers will only be redeemable at Dufry’s stores located in the Milan Malpensa Airport, Terminal 1 and Milan Linate Airport.
3. All Dufry Voucher redemptions are non-transferable, non-monetary, non-refundable in any currency, nor exchangeable to any other value or promise of utility.
4. Redemption of the Dufry Voucher must only be done at the till or cashier at Dufry.
5. The Dufry Voucher may be used on all items/goods except for discounted items unless otherwise communicated by Dufry and/or utu to the Tourist.
6. Each Dufry Voucher is valid only for a single redemption.
7. The Dufry Voucher shall only be valid for fourteen (14) days from the date of issue, displayed on the Dufry Voucher. Upon expiration, the Dufry Voucher will become void and unusable. No refunds or extensions shall be provided for expired Dufry Vouchers.
8. Each Dufry Voucher may only be used to purchase goods up to the numeral value displayed on the Dufry Voucher and may be supplemented with cash or other means of payments, shall the cost of the goods exceed the numeral value of the Dufry Voucher.
9. Each issued Dufry Voucher shall be valued at hundred and twenty (120%) percent of the VAT Refund Value.
10. The maximum value of any Dufry Voucher shall be capped at nine hundred and sixty (960) Euros, which corresponds to a maximum VAT Refund Value of eight hundred (800) Euros. Under no circumstances shall the value of a Dufry Voucher exceed nine hundred and sixty (960) Euros.
11. To qualify for the bonus:
12. No refunds shall be given if the value of the goods purchased by the Tourist amount to below the value of the Dufry Voucher.
13. The Tourist shall be liable for actual loss arising from an unauthorized transaction/use of the Dufry Voucher, where such Tourist’s recklessness was the primary cause of loss.
LOSS OF REWARDS
1. The Dufry Voucher cannot be replaced if it is lost, stolen, or in utu’s opinion, has been unlawfully obtained, or has expired or been voided, or is or appears to be counterfeit or altered, defaced, damaged, or tampered with (as applicable). utu shall not be liable or required to replace any such Dufry Voucher. utu’s decision on the replacement of any Dufry Voucher shall be absolute and binding on the Tourist.
2. Each Dufry Voucher is used at the sole risk of the Tourist. Dufry may decline to accept any Dufry Voucher which has been unlawfully obtained, or has expired or been voided, or is or appears to be counterfeit or altered, defaced, damaged, or tampered with.
WARRANTY DISCLAIMER
1. utu makes no warranties (including, without limitation, defects, quality, damage or fit for purpose thereof) regarding the goods purchased from Dufry with the use of the Dufry Vouchers.
2. Warranty (If any) shall be honoured by Dufry. Tourist will have to produce the original receipt. Any warranty claims for goods shall be at the absolute discretion of Dufry.
3. Any and all decisions on warranty claims by the Dufry are final and conclusive.
EXCLUSION OF LIABILITY
1. utu shall not be liable for any damages, loss or inconvenience, cost and expense of any nature (including, without limitation for any act, omission, neglect or wilful default on the part of Dufry and/or their respective officers and employees) which in any way may be suffered or incurred by the Tourist in respect of or in connection with the use of the Dufry Vouchers. The Tourist will release and discharge utu from all claims in relation to the above-mentioned loss, damage, cost and/or expense.
2. The Tourist shall indemnify utu and keep utu indemnified against any loss, damage, liability, cost and expense (including legal costs and disbursements on a full indemnity basis), whether directly or indirectly arising from the Tourist’s use of the Dufry Voucher.
REFUND AND CLAIM RULES FOR DUFRY VOUCHERS
1. Eligibility for Refunds
  1. Dufry Vouchers may only be refunded if they are unused and have not expired, as per the terms outlined herein. Refunds may also be granted in compliance with applicable laws and regulations of the jurisdiction where the vouchers are used.
  2. Refunds will not be issued for Dufry Vouchers that are damaged, lost, or stolen.
  3. Claims for refunds must be submitted within 14 days of the voucher’s issuance date, provided the voucher remains unused.
2. Refund Request Procedure
  1. Refund claims must be submitted via the official utu channels, specifically by email to ututaxfree@utu.global.
  2. The claimant must provide the following documentation:
    - A copy of the Dufry Voucher, including its barcode, amount, and issue date.
    - The email address used for voucher issuance.
    - A detailed explanation of the claim (e.g., error or non-use).
    - Supporting documents proving the inability to use the voucher, if applicable.
  3. Refund requests will be reviewed and processed within 14 working days of receipt. The issuer reserves the right to request additional information or documentation to verify the claim’s validity.
3. Limitations and Conditions
  1. Refunds are processed using the same payment method used for purchasing the voucher, unless otherwise agreed. Refunds in cash are strictly excluded.
  2. In cases of technical or system-related issues that prevent voucher usage, refunds will be issued as soon as possible.
4. Exclusions
  1. Partial usage of the voucher does not entitle the holder to a refund of any unused value.
  2. Vouchers are non-transferable and can only be used by the original holder as specified at the time of issuance.
GENERAL TERMS
1. These Terms may be translated into other languages but in the event of any inconsistency, the English version shall prevail.
2. In the event of any inconsistency between these Dufry Voucher Terms and any other form of publicity relating to the Dufry Voucher, these Dufry Voucher Terms shall prevail.
3. Any decision on all matters relating to the Dufry Voucher made by utu will be final, conclusive and binding on all Tourist.
4. utu reserves the right to add, modify, or remove any content of these Dufry Voucher Terms without notice to the Tourist.
5. utu may at its absolute and sole discretion, without prior notice to the Tourist, suspend or terminate the Dufry Voucher for any reason whatsoever as utu may deem fit.
6. These Dufry Voucher Terms shall be governed by and construed in accordance with the laws of Singapore. The Tourist agrees to submit all of their disputes arising out of or in connection with this Dufry Voucher Terms to the exclusive jurisdiction of the courts of Singapore.

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