I. Getting Started & How It Works:
1. What is a utu Privilege for Stores?
The utu Privilege is an extra spending value that allows eligible tourists to convert the value of their VAT refund eligibility into a bonus to spend at stores in Lucerne, Switzerland. Instead of waiting for a standard VAT refund, you can instantly increase your spending power for your next purchase at Stores.
2. How does the utu Privilege work at Stores?
- Snap & Upload: Upload your tax-free form using the utu web app.
- Upsize: Pay the value of your VAT refund eligibility to instantly receive your utu Privilege on your phone, complete with your bonus.
- Validate: You must complete the standard VAT refund procedure (customs validation) at the store to confirm your eligibility based on your VAT refund form.
- Shop: Use your extra spending value at participating stores in Lucerne, to directly reduce your purchase price.
3. What are the benefits of using a utu Privilege at Stores?
You instantly increase your spending power by receiving extra shopping value on your VAT refund eligibility. Depending on whether you're a returning Store customer or using a tax-free form from another store, you could receive either a 25% or 15% bonus, giving you a bigger shopping budget immediately.
4. Why do I pay for the extra spending value?
You are essentially investing the value of a VAT refund that you are eligible for. In return, you get immediate increased spending power (15% or 25% more) at Stores. Your actual VAT refund is accounted for through your purchase at the store, so you pay less based on your VAT refund eligibility.
5. Does utu change my usual VAT refund process?
No. You must still follow the standard VAT refund procedure (customs validation) at the store to confirm your eligibility. The utu Privilege simply converts that refund eligibility into a higher value for immediate spending at Stores.
II. Usage & Locations
1. Where can I use my utu Privilege?
Your utu Privilege is exclusively for use at participating stores, specifically in Lucerne, Switzerland.
2. Can I use the extra spending value for any items at Stores?
Generally, utu Privileges apply to full-priced items and cannot be combined with other ongoing promotions or discounts. Please confirm specific usage details with Store staff at the time of purchase.
3. What is the difference between the 15% and 25% bonus?
- 25% Bonus (Repeat Purchase): If you made your initial purchase at Stores and are using that VAT refund form towards a second purchase, you are eligible for a 25% bonus on your VAT refund value. This is designed to reward our returning customers.
- 15% Bonus (New Customer): If you are carrying VAT refund forms from other shops (either in Lucerne or anywhere else in the EU) and wish to redeem them at Stores, you will receive a 15% bonus added to your refund value. This is an excellent way to turn your existing VAT refunds eligibility into an immediate bonus for a new purchase at Stores.
III. Payments, Validity & Policy
1. How do I pay for the extra spending value?
Payment for the utu Privilege is made securely within the utu web app. The payment methods available to you depend on your refund currency:
- If your VAT refund eligibility is in CHF: You can pay using a credit or debit card
- If your VAT refund eligibility is in EUR: You can pay using a credit or debit card, Alipay, or WeChat Pay
All payments are processed securely, and you'll see the available options clearly displayed when you're ready to complete your purchase.
2. Does the utu Privilege have an expiry date?
Yes. Your utu Privilege is valid for 14 days from the date of issuance.
3. Can I combine multiple tax-free forms into one extra spending value?
Yes. You can combine multiple tax-free forms into a single utu Privilege, as long as they are all in the same currency (either CHF or EUR).
For example:
- Multiple CHF forms can be combined into one CHF privilege
- Multiple EUR forms can be combined into one EUR privilege
- CHF and EUR forms cannot be combined together
4. What happens if I don’t use the full value of my privilege?
The utu Privilege is designed for a single transaction. Any unspent remaining balance will be forfeited. It cannot be carried over or exchanged for cash.
5. Can I get a refund for my utu Privilege?
Yes, as long as you have not redeemed your privilege. Simply contact us to request a refund, and the amount will be returned to your original payment method.
6. How do I request a refund for an unused privilege?
To request a refund, please email help@utu.global within 14 days of issuance, providing:
- A copy of the privilege (including its QR code, amount, and issue date).
- The email address used for issuance.
- A detailed explanation of your request.
- Any supporting documentation. Your case will be assessed, and any approved refunds will be processed within 14 working days.
IV. Troubleshooting & Support
1. What if I lose my privilege?
Privileges cannot be replaced if lost or stolen. We strongly recommend taking a screenshot of the QR code once it is generated and saving your confirmation email. You can also find your active privileges in the "My Privileges" section of the utu web app.
2. What if I don't have time to use the privilege before my flight/departure?
Privileges are generally non-reversible once converted. We highly recommend only generating your privilege once you are certain you have enough time to shop at Stores. For extreme flight disruptions, please contact help@utu.global within 14 days.
3. Is there someone at the store who can help me?
Yes! Store staff are trained to assist you with your utu Privilege. They can help with any questions regarding its usage or if you encounter any technical issues.
Do I need an internet connection? Yes. The utu web app requires an internet connection to upload forms and generate barcodes. Please ensure you have access to Wi-Fi or mobile data when using the app.