This policy explains when a refund or replacement is available for LUTs, presets and other assets purchased from Lyte Digital Sdn. Bhd. Because our products are digital files delivered by download link, the rules that apply are different from a physical goods return, and should be read together with our Terms & Conditions.
Lyte Digital sells downloadable LUTs, presets and postproduction assets. Because a downloaded file can be imported and used the instant it's received, standard "change of mind" returns that apply to physical goods do not apply here. This policy explains exactly what is and isn't covered instead.
Once an asset file has been delivered and the download link accessed, the order is final and non-refundable, except in the specific circumstances described in Clause 3. This applies regardless of whether the asset has actually been applied to footage, because access itself gives you the ability to use the file.
If a file you receive is corrupted, incomplete, fails to import into the stated software, or is not the SKU you ordered, notify us within the claim window in Clause 5 at lytedigital@outlook.com, including your order reference, the software and version you used, and a description or screenshot of the issue. Once verified, we will re-send a corrected file, or issue a full refund where a corrected file cannot be provided.
An order may be cancelled for a full refund at any time before the download link has been generated and sent to your delivery email. Once a link has been sent, Clause 2 applies.
Claims under Clause 3 must be raised within 7 calendar days of delivery. Claims raised after this window may still be considered at our discretion, but cannot be guaranteed.
For custom-built grades or asset packs, the Client is responsible for reviewing and approving a preview or sample before final files are delivered where one is provided. Once a preview is approved and final files are delivered, Clause 2 applies. Deposits paid for custom work in progress are non-refundable once work has started, except where the delay or defect is our error.
Email lytedigital@outlook.com with your order reference and a description or screenshot of the issue. We will investigate and respond with an outcome, usually within one to two business days.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR).
This policy does not cover: results that vary from the preview due to differences in your source footage, camera profile, lighting or exposure; incompatibility with software versions not stated as required on the listing; or files shared with or used by a third party beyond the licence terms in our Terms & Conditions. We encourage buyers to review preview footage and stated software requirements carefully before purchase.
For any refund or replacement claim, contact lytedigital@outlook.com or call +6017-618 5021, quoting your order reference. our contact address is A-10-02, Menara The Met, No. 20, Jalan Dutamas 2, 50480 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia.