Last updated: 25 August 2026
1. Return Window
Eligible items must be reported to LEVELS within 7 calendar days of delivery. Contact support before returning a parcel so we can confirm the return instructions and reference.
2. Return Eligibility
To qualify, an item should be unworn, unwashed, unused, free from odour or marks, and returned with original tags and packaging where supplied. We may refuse a return that shows wear, washing, alteration, damage after delivery or missing tags.
3. Non-Returnable and Special Order Items
Items identified as final sale or Special Order, personalized/altered items, gift cards, and items that cannot reasonably be resold for hygiene reasons may not qualify for change-of-mind returns. Special Order items are sourced for the customer after prepaid checkout. Damaged, incorrect, defective, or authenticity-related issues remain covered, along with any rights that cannot legally be excluded. Product-specific terms are shown before purchase.
4. How to Start a Return
- Contact support with your order number and the item you want to return.
- Tell us the reason and send photos if the item is damaged, defective or incorrect.
- Wait for the return instructions/reference before dispatching the parcel.
- Pack the item securely and follow the courier/drop-off instructions we provide.
5. Return Shipping Costs
For a change-of-mind, sizing or preference return, the customer may be responsible for return courier charges. If we confirm that an item was sent incorrectly or arrived defective/damaged, LEVELS will arrange or reimburse the reasonable return method we approve.
6. Inspection
Returned items are inspected after arrival. Approval depends on the item meeting this policy. We will contact you if a return cannot be accepted.
7. Refunds
Approved refunds are sent using an available method appropriate to the original payment. Processing time after approval can vary by bank, wallet or payment method. Original shipping charges are generally not refundable for change-of-mind returns unless required by law or we made an error.
8. Exchanges
Size or item exchanges depend on current stock. If the requested replacement is unavailable, we may offer another available option or a refund for an approved return.
9. Wrong, Damaged or Defective Items
Contact us promptly after delivery and include clear photos of the item, packaging and label where relevant. Do not wash or alter the item before we review the issue.
10. Order Cancellations
Contact support as soon as possible if you want to cancel. We can only cancel before the order reaches a stage where packing or courier handover can no longer reasonably be stopped.
11. Return Help
Start a return or ask a question through our Contact page, live chat, WhatsApp, or support@levels.pk.
