Pop! Games: Pokemon - Horsea(EMEA)

REFUND AND EXCHANGE POLICY

To ensure that our customers are shopping with confidence, Level Up offers a full refund within 14 days of purchase date and also offers an exchange within 30 days of purchase date.

Subject to the below-listed conditions:

1. Items purchased at a reduced price during a sale or promotion period can be exchanged or refunded within 14 days of the purchase on these items.

2. The product and packaging, including labeling, must be undamaged and complete that the product can immediately be made available for resale at the full retail price along with original receipt.

Ensuring that we do care about our customers, and for the hygiene and safety of our product. Products cannot be exchanged or refunded if they are not in original condition.

iTunes, Google Play, Playstation/PSN, Xbox, Steam, Netflix and all other digital cards with instant email delivery cannot be refunded, unless there is a clear defect, we will then investigate and find the optimum solution. 

If you purchase a digital card, and our fraud system signals possible fraud, we have the right to hold your digital code until further investigation. If the order is deemed as fraud, the customer holds full responsibility for refund fees. 

3. A product will be refunded or exchanged only with the same amount stated on the receipt.

You guys are awesome and we are pleased to receive any feedback or complaints you might have by filling up our contact page or calling us: 66999648

Good luck and have fun in the battlefield! 🎮

1- What is your return and exchange policy?

We offer a full refund within 14 days of the purchase date and exchanges within 30 days of purchase, provided the item is in its original condition with packaging, labeling, and the original receipt.

2- Can I exchange or refund items purchased during a sale or promotion?

Yes, items purchased during a sale or promotion can be refunded or exchanged within 14 days of purchase, provided they meet the conditions stated.

3- How long do I have to return or exchange an item?

You can return or exchange an item within 14 days for a refund and within 30 days for an exchange, as long as the item is in its original condition.

4- Are digital cards eligible for a refund or exchange?

Digital cards (iTunes, Google Play, Steam, Xbox, etc.) cannot be refunded or exchanged unless there is a clear defect. In case of fraud suspicion, we may hold the digital code until an investigation is complete.

5- What should I do if I receive a defective digital card?

If you receive a defective digital card, please contact our customer support immediately, and we will investigate the issue to find the best solution.

6- How do I know if my product is eligible for a refund or exchange?

Your product is eligible for a refund or exchange if it is in its original condition, unused, with all packaging and labeling intact, and accompanied by the original receipt.

7- Can I get a refund for items purchased with a discount?

Yes, as long as the item is returned within the allowed period and is in its original condition, you can receive a refund or exchange.

8- What happens if my order is flagged as fraud by your system?

If our fraud detection system flags your order, we have the right to hold the digital code until further investigation. If the order is confirmed to be fraudulent, the customer is responsible for any associated refund fees.

9- What are your delivery options and their associated costs?

We offer FREE next-day delivery. You can also choose Same-Day Delivery for an additional fee (+1.000 KD) or Express Delivery for an additional fee (+2.900 KD), with delivery available within 180 minutes.

10- How can I contact customer support for assistance?

You can reach us via email at support@level-up.gg or call us at +965 9914 5577 for assistance.