-PLEASE ENSURE YOU CHECK YOUR PRODUCT FOR DEFECTS UPON RECIEPT PRIOR TO REMOVING TAGS OR LABELS, WASHING OR WEARING. DO NOT THROW OUT THE PACKAGING UNTIL YOU HAVE CHECKED THE PRODUCT.
Level Up will accept exchange or refund only for products if there is an obvious defect or the wrong order has been delivered. It is also required that the product is in an unwashed, unaltered, and unworn condition with the tags still attached. Exchange or refund is only eligible for defective products within 7 days of product delivery. Products that have be used or damaged by the customer are not eligible for exchange or refund.
Requests for exchange or refund after 7 days will be considered on a case by case basis and would only be excepted where a major defect could be shown to have existed in the product as delivered.
The exchange or refund request process must be initiated by email within 7 days of product receipt. The date of the email for request of exchange or refund will be used as the reference against the delivery receipt date to confirm the time.
Please send email requests for exchange or refund to: [email protected]
Once a request for exchange or return is submitted, a customer service representative will contact you for more information to determine whether the product should be returned. You will be requested to provide information and images in relation to the defect, so that an initial assessment can be made.
The Payment receipt is required to be provided for all exchanges and refunds. The product must be in an unwashed, unaltered, and unworn condition with the tags still attached. Any other information such as order number or customer registration number should be provided if applicable.
If it is sufficiently determined that the product requires returning for exchange or refund, the return address will be provided by email.
The product must be returned with the original packaging and shipping container.
Level Up will not be liable for the return shipping fee, unless otherwise specified. Level Up will not be responsible for the product if your return shipping is lost in transit.
You will be notified by email by Level Up upon receipt of the returned product. The product will be assessed to confirm that an exchange or refund is required due to a defect. An assessment email will be provided to you, advising if the product is eligible for exchange or refund.
If a refund is required, a Level Up customer service representative will email you to determine the most appropriate method of providing the refund. This may be store credit, bank transfer or credit card refund.
For exchanging a product, a Level Up customer service representative will email you to advise on the exchange options available. Exchange of products are one-to-one for same design and color. If the colour for the product is out of stock, you can exchange for another colour with the same design. If all the product design is out of stock, you can either:
Exchange with same value item,
Exchange with lower value item (no refund for price difference),
Exchange with higher value item (customer must pay for the difference in prices).
Some products bought on sale may not be eligible for exchange or refund. This would be noted in the product description on the site it was purchased from.
Exchange or refund process may take 5 – 7 working days. You will be notified by email for refund transfer receipt or exchange delivery notification.
Summary of Requirements for Exchange or Refund
Product has Defect – confirmed by Level Up
The product is unwashed, unaltered, and unworn with tags attached
Can provide Payment Receipt
Original packaging and shipping container must be returned
Email Level Up - [email protected] within 7 days of product delivery
If you have any more questions or doubts please contact us at [email protected]