Refund policy

RETURN & REFUND POLICY

Effective Date: 11th June 2026
Store Name: Levelup Homes (“we”, “us”, “our”)

This Return & Refund Policy is governed by the Consumer Protection Act 68 of 2008 (South Africa). Nothing in this policy is intended to limit your statutory rights under applicable South African law.

By purchasing from Levelup Homes, you agree to the terms set out below.

1. GENERAL RETURN ELIGIBILITY

We only accept returns where all of the following conditions are met:

  • The return request is made within 7 calendar days of delivery
  • The item is unused, unworn, uninstalled, and in original condition
  • The item is returned in its original packaging with all accessories, manuals, and components included
  • Proof of purchase is provided
  • The item has not been altered, damaged, or assembled incorrectly

We reserve the right to inspect all returned items and reject any return that does not meet these requirements.

2. CHANGE OF MIND RETURNS (DISCRETIONARY)

Where permitted under South African law, Levelup Homes may accept returns for “change of mind” at our sole discretion.

If approved:

  • Return approval must be obtained in writing before dispatching goods back
  • The customer is responsible for all return shipping costs
  • A handling and/or restocking fee of 15%–25% may apply
  • Original shipping fees are non-refundable
  • Items must be in a strictly resellable condition

We reserve the right to decline any return that shows signs of use, installation, or packaging damage.

3. DEFECTIVE, DAMAGED OR INCORRECT ITEMS (CPA COMPLIANT)

If you receive an item that is defective, damaged, or incorrect, you must notify us within 48–72 hours of delivery.

We may require photos or video evidence for assessment.

Where a valid claim is confirmed under the Consumer Protection Act, we will, at our discretion:

  • Repair the item (if feasible), or
  • Replace the item, or
  • Provide a refund

We reserve the right to first offer repair or replacement before issuing a refund, as permitted by law.

4. NON-RETURNABLE ITEMS

The following items are strictly non-returnable unless defective:

  • Items that have been used, installed, or assembled
  • Items not in original condition or missing parts
  • Products damaged due to misuse, negligence, or incorrect installation
  • Clearance or final sale items (clearly marked)
  • Custom, made-to-order, or personalised products (if applicable)

5. REFUNDS

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed within 5–10 business days
  • Refunds will be made to the original payment method only
  • Processing times may vary depending on your bank or payment provider

We reserve the right to deduct:

  • Return shipping costs (where applicable)
  • Restocking/handling fees (where applicable)
  • Costs related to missing parts or damaged returns

6. EXCHANGES

Exchanges are only offered for defective or incorrect items and are subject to stock availability.

If a replacement is not available, a refund may be issued at our discretion.

7. RETURN SHIPPING

  • Customers are responsible for return shipping costs unless the item is defective or incorrectly supplied
  • We strongly recommend using a tracked courier service, as we are not liable for lost return parcels
  • Returns must only be sent after written approval from Levelup Homes

Any unapproved returns may be rejected.

8. RISK & OWNERSHIP

Risk in the goods passes to the customer upon delivery.

Levelup Homes is not liable for:

  • Damage occurring after delivery
  • Improper use or installation
  • Environmental damage (moisture, heat, wear, etc.)

Returned goods remain the responsibility of the customer until received and inspected by us.

9. CONSUMER PROTECTION ACT (SOUTH AFRICA)

This policy complies with the Consumer Protection Act 68 of 2008.

Nothing in this policy limits your statutory rights. Where applicable, customers are entitled to remedies for defective, unsafe, or misrepresented goods in accordance with South African law.

All claims are subject to reasonable inspection and verification by Levelup Homes.

10. CONTACT US

For returns, support, or claims:

Email: leveluphomes2026@gmail.com
Phone: +27 83 300 2326
Business Name: Levelup Homes