Refund Policy

Last updated: 11 September 2026

1. Overview

Luztrend ("we", "us", "our") is committed to providing customers with high-quality AI agent hardware and services. This Refund Policy applies to all products and services purchased through aiagent.luztrend.com.

2. Hardware Warranty

Warranty period: 12 months (one year) from the date of receipt.
Coverage: hardware failures caused by defects in materials or workmanship, including core components such as the mainboard, processor, memory, storage, ports and power module.
Remedy: after inspection confirms damage was not caused by the user, we provide free repair or replacement.
Lifetime OTA: the product system (AgentOS) receives free over-the-air updates for life, not limited by the warranty period.

3. What Is Not Covered

The following are not covered by the free warranty. We may charge a repair fee or decline to repair:

Damage caused by the user: drops, crushing, water or liquid ingress, use in high-temperature environments, etc.;
Unauthorised disassembly, modification, reflashing or firmware modification;
Damage caused by using a non-original power adapter;
Cosmetic wear, scratches and fading from normal use;
Damage caused by force majeure (earthquake, fire, lightning strike, etc.).

4. Credit Plans and Top-Ups

Monthly plans: billed monthly; credits are valid within the month and expire at month-end. Monthly plan fees already paid are non-refundable. You may cancel the next month's renewal at any time.
On-demand top-ups: one-time purchases with credits valid for 365 days from the date of purchase. Top-ups already purchased are non-refundable; unused credits remain usable within the validity period.
Bundled starter credits: the small number of credits included with the product are a gift and are not subject to refund.

5. How to Request a Refund

If you qualify for a refund, please follow these steps:

Step 1: contact support. Email support@luztrend.com, or reach us on WhatsApp +44 7563 064850.
Step 2: provide your order information (order number, purchase email, product model) and a description of the issue.
Step 3: we will review your request within 3 business days and may ask for photo or video evidence where necessary.
Step 4: once approved, we will provide a return address (if a return is required) and complete the refund within 7–14 business days after receiving and inspecting the returned item.

6. Refund Method

Refunds are returned to your original payment account (Stripe / PayPal / card, etc.).
How long the refund takes to arrive depends on the payment channel, typically 3–10 business days.
Cross-border refunds may incur bank fees charged by the payment channel; we do not cover additional handling fees.

7. Return Shipping

Where a return is due to a product quality issue, we cover the return shipping cost (please pay upfront and keep the courier receipt).
Where a return is due to personal reasons (not a quality issue), the buyer covers shipping both ways.
When returning, please ensure the product is undamaged, complete with all accessories and in its original packaging.

8. Enterprise Custom Editions

Refund terms for enterprise custom editions (bulk procurement, private cloud deployment, custom integration) are governed by the procurement contract signed by both parties. If no contract was signed, this policy applies.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. The revised policy will be published on the Site and takes effect on the date of publication. Products purchased after the revision are subject to the new policy.

10. Contact Us

If you have any questions about this Refund Policy, please contact us: