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Return, Exchange, and Cancellation Policy

We have a 7-day return policy for products, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@levelupinfinite.com. Please note that returns will need to be sent to the collection point/address.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@levelupinfinite.com.

At Level Up Infinite, customer satisfaction is our priority. We aim to provide a smooth shopping experience. Below is our Return, Exchange, and Cancellation Policy applicable across all SBUs.

Return and Exchange Policy

  1. Eligibility for Returns or Exchanges:

    • Products: Items can be returned or exchanged within 7 days of receipt, provided they are unused, in original condition, with tags, packaging, and accessories intact.
    • Services: Services such as event tickets, bookings, and consultations can be refunded or rescheduled within 48 hours of purchase or booking, depending on the terms of the service.
    • Custom Orders: Custom or personalized items are non-returnable unless customer received defective or damaged products.
    • Sale Items: Products purchased during a sale or promotion could be eligible for exchange or store credit only, but not for a refund.

  2. Return and Exchange Process:

    • Exchange: Exchanges are available for items of equal value or a different size/style, subject to availability.
    • Return: Refunds will be issued to the original payment method after the return is approved. A 2% chargeback fee will be deducted from the total refund amount to cover processing costs.
    • Shipping Costs: Return shipping costs are the responsibility of the customer unless the customer received defective, damaged, or different product than ordered.
    • Inspection: Returned items will be inspected to confirm they are unused, undamaged, and in original condition. Once approved, exchanges will be processed. Refunds will not be issued without approval from Operations.

  3. Non-Returnable Items:

    • Perishable goods, personalized items, hygiene products, and open or used products are non-returnable unless defective.
    • Items that are not in original condition (e.g., worn, washed, altered) will not be accepted for return or exchange.

Custom Order Cancellation Policy

  1. Custom Orders: Custom or personalized items are made specifically for you and are non-returnable unless defective or damaged. Cancellation fees apply based on the production progress.

  2. Cancellation Fees:

    • Within 7 Days of Order Placement: Customers can cancel custom orders within 7 days of placing the order. After this, cancellation fees will apply as per the production progress.
    • After 7 Days: The advance payment is non-refundable after 7 days from the order placement date.
    • After Order Confirmation: Once the custom order is confirmed, 10% of the advanced amount is non-refundable.
    • After Fabric Acquisition: If the fabric has been purchased or any materials have been procured for the order, 50% of the total cost or the fabric cost (whichever is higher) will be non-refundable.

  3. Refund Process:

    • If the order is eligible for a refund based on the cancellation terms, it will be processed within 7-10 business days.
    • The refund will be issued to the original payment method, minus any applicable cancellation fees and the 2% chargeback fee if applicable.

Damaged or Defective Products

  1. Reporting Damaged or Defective Products:
    • If you receive a product that is damaged or defective, please notify us within 7 days of receiving the order. You must provide proof of damage (photos or videos) at the time of receipt.
    • In such cases, we will either replace the product or issue a full refund, depending on your preference and availability of the product.
    • Record Keeping: Keep a record of the product’s condition at the time of delivery to ensure smooth return and/or refund processing.

Important Notes

  • Proof of Purchase: A receipt or order confirmation email is required for all returns, exchanges, and cancellations.
  • Non-Refundable Items: Certain products, such as perishable goods, personalized items, and hygiene products, are not eligible for returns, exchanges, or cancellations unless customer received those in defective or damaged state.
  • Restocking Fees: For some items, especially tech or high-demand products, restocking fees may apply upon return.

How to Request a Return, Exchange, or Cancellation

  1. Contact Customer Support: To initiate a return, exchange, or cancellation, contact our customer service team within the applicable time frame (7 days for returns, 48 hours for services, or as per the custom order cancellation terms).
  2. Return Shipping: For returns, we will provide return instructions and, where applicable, a return shipping label. Ensure the item is packed securely to avoid damage during transit.
  3. Processing: Once we receive the returned item and inspect its condition, we will issue a refund (minus applicable fees) or process an exchange. Custom order cancellations will be processed as per the above cancellation terms.

At Level Up Infinite, we are dedicated to providing a seamless experience for all our customers. Our Return, Exchange, and Cancellation Policy is designed to ensure transparency, fairness, and satisfaction. If you have any questions or concerns, please reach out to our customer service team for further assistance.

We appreciate your understanding and are committed to making your shopping experience exceptional.