Almost every LUUT order arrives exactly as described and never needs any of this. When something does go wrong, here is how we sort it out: openly, with evidence, and with both sides treated fairly. Because funds sit in escrow until after delivery, nobody is left chasing money that already moved.
Refunds are not guaranteed
A refund is not a return-it-if-you-change-your-mind policy. It applies only in specific situations, listed below, and every case is reviewed on its evidence.
A refund can be granted in three situations:
Once a deal is matched the price is locked, and the offer photos are what you agreed to. A refund is not for:
You can raise an issue only within 72 hours of delivery. That window starts when the carrier marks the package delivered and gives you time to inspect the card in hand. After it closes, the payout releases to the seller and the sale is final.
If something genuinely unusual comes up after the window, support@luut.gg with your transaction ID and a real person will take a look at the edge case.
Raise it within 72 hours
From the moment the carrier marks the package delivered, you have 72 hours to open an issue on the transaction page. That is enough time to inspect the card.
Add photos and a short note
Front and back of the card you received, plus what does not match the offer. The original offer photos are already on file, so we can compare side by side.
A private resolution thread opens
Buyer, seller, and LUUT can post in one place. Many cases close in hours once the photos are clear. The payout stays paused while it is open.
LUUT reviews the evidence and decides
We look at the offer photos, your photos, tracking, and account history, then arbitrate based on what the evidence shows.
Most cases resolve within 2 to 5 business days. We may ask for an extra photo, a packaging shot, or a short unboxing video. Keep the original packaging until the case closes.
When a refund is granted for a card that did arrive, the usual path is a return: the card goes back to the seller, and the refund is released once the seller confirms it arrived in good condition. Sellers generally want their card back, so most granted refunds involve a return.
LUUT generates the return label and tracks it, so do not ship a return on your own, we need it tracked to release the refund cleanly. The one exception is counterfeits: a counterfeit is never sent back. The buyer is refunded in full and does not return the card.
Refunds go back to your original payment method through Stripe. Inside the 72-hour window the money is still in escrow, so we simply do not complete the transfer to the seller, which keeps things quick and clean. A refund typically clears in 5 to 10 business days depending on your card issuer.
For sellers: funds are held in escrow, not paid out until the window passes, and no refund is granted without evidence and review. Accurate, well-photographed listings very rarely see an issue at all.
For buyers: your payment sits in escrow until you have had the card in hand, and any issue you raise is decided on the evidence, not on who argues loudest.
Need a hand with a specific order? support@luut.gg with your transaction ID and we will dig in. Related reading: Buyer Protection, Seller Protection, and Returns.
