Shipping and Return Policy – Level Up
Our aim at Level Up, is to provide our customers with a shopping experience that is both reliable and transparent. In certain circumstances, we may have to cancel orders or manage returns carefully to guarantee quality and fairness.
Please review our updated policy below:
Order Cancellation Policy
- Stock Limitations: If the quantity requested is greater than the current inventory, or if there are inaccuracies or mistakes in product details or pricing, orders may be cancelled. Our fraud prevention team may cancel orders if they detect suspicious activities, such as attempting to place multiple orders through account manipulation.
- Verification: We will notify you promptly if there are orders that require more verification or additional information before confirmation.
- Refunds on Cancellations: If your payment has already been processed and you cancel your order, the amount you paid will be refunded to the original method of payment. Your bank details may be requested to facilitate this. Please note that refunds are processed electronically; so, cash refunds are not available.
- Product Information Accuracy: While we strive to maintain accurate product descriptions, we depend on data supplied by manufacturers and vendors. Despite our best efforts, some errors may occur. We work continuously to ensure accuracy but cannot guarantee error-free descriptions at all times.
We appreciate your understanding and cooperation regarding these policies. For any inquiries, please contact our customer service team who will be happy to assist you support@level-up.gg or +965 2207 0070
Return and Exchange Policy
We understand that sometimes a product may not meet your expectations. In order to make the return or exchange process as simple as possible, please review the following guidelines:
- Returns: Customers can request a return or exchange within 14 days from the date of purchase.
- Item Condition: Returned items must be unused, undamaged, and in the same condition in which they were received. This includes original packaging, labels, accessories, and any promotional gifts included with the purchase.
- Refunds: Shipping fees are non-refundable when returns are initiated by the customer. Only the cost of the product itself will be refunded.
- Defective Products: If you receive a defective item, please notify us within 24 hours. Collecting and replacing will be coordinated with the vendor. In case of defects discovered after 24 hours, our customer support will guide you to the nearest authorized service center.
- Exceptions: Items purchased using gift coupons, bundle deals, special promotions, or during sales events may be excluded from the standard return policy. Replacement requests for defects or missing parts must be submitted within 14 days of delivery and supported with evidence.
- Warranty Limitations: Products damaged due to improper use (e.g. electrical faults, water damage, unauthorized repairs) are not covered under warranty.
- Virtual Products: Digital items such as iTunes cards, Google Play cards, PlayStation cards, and similar digital cards are excluded from the return policy.
- Dead Pixel Policy for Monitors: Replacement claims require at least 3 dead pixels within 14 working days, with original packaging and accessories returned. After 14 days, warranty services may apply under the same condition.
- Customer Responsibilities: Customers must deliver their product to our authorized service center within 14 days to claim support. All original packaging and accessories must be included.
Your satisfaction is important to us. For questions or assistance with returns and exchanges, please contact our customer support team at support@level-up.gg or +965 2207 0070.