General Information:
1. What is the utu Duty-Free voucher?
The utu Duty-Free voucher is a special offer that gives you a voucher worth 15% more value than your VAT refund to spend at Milan and Linate Duty-Free stores. For example, if your VAT refund is €100, you'll receive a voucher worth €115 to use at Duty-Free.
2. Why should I get a Duty-Free voucher?
With the utu voucher, you get a larger amount to spend immediately before you depart, instantly increasing your spending power at the Duty-Free.
3. Does this change my normal VAT refund process?
No, you still need to follow the standard VAT refund procedure at the airport to get your base refund.
4. What is the Bonus Value and how much do I get?
You receive a 15% bonus on top of the amount you pay for the voucher, which is equivalent to the value of your VAT refund.
5. Can I choose any Voucher Value?
No, your voucher value is the total amount paid for the Voucher plus the Bonus Value. A Planet staff member will assist you in ensuring you are charged the same value as your VAT refund.
6. Is there a minimum or maximum Voucher Value?
Yes, the maximum voucher value you can receive is €1,200, even if your VAT refund surpasses this amount. In those cases, you will only be charged the maximum of €1,000 for the voucher purchase. The maximum Bonus Value you can receive is €200 for a single VAT refund form.
7. Does the voucher have an expiry date?
Yes, the voucher is valid for 14 days from the date of activation.
Payment & Purchase at the Planet Counter:
1. What payment cards can I use?
You can use any valid credit or debit card to purchase the voucher. For your convenience, we recommend using the same card you selected as the payment method for your VAT refund from Planet.
2. Why do I need to pay?
You are currently paying to receive a voucher that includes a 15% bonus value immediately. Planet will continue to process your original VAT refund separately as usual. The VAT refund processed by Planet and the amount you pay for the voucher are identical. Hence, you're essentially converting the value of your future refund into immediate, upsized spending at the Milan Duty-Free stores available at Malpensa and Linate airports.
3. Will I see a charge on my card?
Yes, you will see a transaction charge from "utu" on your card statement. However, since your VAT refund, processed separately by Planet as usual, is for the same amount, this charge will be offset.
4. Can I get a refund after paying but before activating the voucher?
Yes. After paying at the Planet counter but BEFORE accepting the Voucher Use Terms, shown after scanning the QR code on the Payment Terminal, you can request a refund for any reason. Refunds are processed within 14 workdays. Contact help@utu.global to request this.
Activation & Issuance on Your Phone:
1. What do I do after I pay at the counter?
After you pay, a QR code will appear on the payment terminal screen. Scan this QR code with your smartphone camera to continue.
2. Do I need to download an app?
No app download is required. The voucher will be issued through your phone’s web browser.
3. What information do I need to provide?
You'll need to only enter your email address and then follow the instructions on screen.
4. Where do I receive my voucher?
The voucher will appear on your phone screen immediately after you click "Request Voucher." A copy will also be sent to the email address you provided.
5. What if I walk away from the counter without scanning the QR code?
The QR code is only displayed on the terminal screen at the time of purchase. If you walk away without scanning it, you'll need to contact a utu customer support at customersupport@utu.global with your payment details to retrieve your voucher.
6. Can I activate the voucher later?
It's best to scan the QR code and activate your voucher immediately while you're at the counter. You can also take a photo of the QR code at the Payment Terminal to activate the voucher later, if needed.
Redemption at Duty-Free:
1. Where can I use the voucher?
The voucher is exclusively for use at Milan Duty-Free stores within Milan Malpensa Airport Terminal 1 and Linate Airport.
2. Can I use it at other Duty-Free stores or airports?
No, this voucher is only valid at Milan Duty-Free locations at Malpensa Terminal 1 and Linate.
3. How do I redeem the voucher?
Show the voucher barcode on your phone (or the email) at any partner Duty-Free checkout counter. The staff will scan it and apply the value to your purchase.
4. Is there a minimum purchase amount to use the voucher?
No, there is no minimum purchase amount required to redeem the voucher.
5. What if my purchase exceeds the voucher's value?
No problem. You simply pay the difference using any payment method at the checkout.
6. Can I use the voucher on sale or discounted items?
The voucher can be used on all regular-price items. It may not be valid on already discounted or promotional items unless otherwise communicated by the Duty-Free store.
7. Can I combine the voucher with other promotions?
Generally, the voucher cannot be combined with other promotions.
8. What if I don't spend the full voucher amount?
The voucher is non-refundable. Any unclaimed portion of the voucher will be forfeited after the 14-day validity period expires.
9. Can someone else use my voucher?
Yes, anyone can use the voucher as long as they present the barcode at the Milan Duty-Free checkout. The voucher itself is not tied to a specific person once issued.
Refunds, Issues & Support:
1. Can I get a refund for my voucher?
a. Before Activation: Yes, you can request a refund for any reason before you accept the Voucher Use Terms in the utu WebApp.
b. After Activation: Refunds may only be granted if the voucher is unused, has not expired, and meets the conditions outlined in the Voucher Use Terms. Refunds are also available in compliance with applicable laws.
2. How do I request a refund?
Refund requests must be submitted via email to customersupport@utu.global within 14 days of the voucher's issuance date. Your case will be assessed, and any refunds issued will be processed within 7-14 working days. You must provide:
a. A copy of the voucher (including barcode, amount, and issue date)
b. The email address used for voucher issuance
c. A detailed explanation of your claim and supporting documents
3. Can I get a cash refund?
No, refunds in cash are strictly excluded. Refunds are only issued back to the original payment card.
4. What if I lose my voucher?
Vouchers can't be replaced if lost or stolen. Make sure to save the email copy and take a screenshot the barcode. Vouchers are stored in the WebApp under “My Vouchers,” even if you exit. To reopen, scan the QR code on the Payment Terminal. We recommend taking a picture of the QR code that was displayed on the Payment Terminal for easy access.
5. What if I have technical issues activating my voucher?
Contact utu customer support immediately at customersupport@utu.global. In cases of technical or system-related issues that prevent voucher usage, refunds will be issued as soon as possible.
6. Who do I contact for help?
- For immediate questions about your voucher: Please speak to the staff at the location where your voucher was issued (either at Planet Downtown or Milan Duty-Free). They can assist with general inquiries and redemption steps.
- For technical issues or voucher cancellations: These must be handled by utu’s dedicated support team. Please email customersupport@utu.global.
- For payment/refund status: Please visit the Planet Counter at the airport. Note that Planet staff can only assist with the payment portion of your transaction, not voucher activation.
7. Does Planet staff help with voucher issues?
Planet staff can only assist with the payment portion at their counter. For issues with voucher activation, redemption, or refunds, you must contact utu customer support (customersupport@utu.global) or speak with Duty-Free staff.