Returns, Exchanges & Refund Policy

At Level T-Shirts, we want you to be completely happy with your purchase. This policy sets out your rights and our obligations regarding returns, exchanges, and refunds. It is fully compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please read this policy carefully before placing an order. By purchasing from us, you agree to the terms below.

 

1. Returns Policy

1.1  Return Window — 28 Days

You may return your item(s) within 28 days of receiving your order, giving you ample time to inspect your purchase. This exceeds the statutory minimum under the Consumer Rights Act 2015 and is our goodwill commitment to you.

• The 28-day return window begins the day after you receive your order.

• Items must be returned in unworn, unwashed, and unused condition with all original tags attached.

• Items returned in unsatisfactory condition (worn, washed, damaged by the customer, or missing tags) will not be accepted and will be returned to you at your cost.

• Proof of purchase (original receipt, order confirmation email, or invoice) must be included with every return.

 

1.2  Refund Amount

• Change of mind / unwanted item: You will receive 80% of the original purchase price as a refund. A 20% restocking fee applies to cover processing costs.

• Faulty, damaged, or incorrectly described item: You will receive a full 100% refund, including any original delivery charges paid.

• Refunds are issued to the original payment method only, unless you agree otherwise in writing

 

1.3  Items Not Eligible for Return

• SALE, clearance, or discounted items — unless they are confirmed to be faulty or incorrectly described.

• Customised or personalised products — unless faulty (see Section 5).

• Items that have been worn, washed, damaged by the customer, or are missing tags.

• Items returned after the 28-day window (exceptions may be made at our sole discretion for confirmed manufacturing faults discovered later).

 

2. Exchange Policy

2.1  Notification Window

To request an exchange, you must notify us within 48 hours of receiving your order by contacting us via email or phone (see Section 7).

 

2.2  Conditions for Exchange

We will exchange an item only if:

• The item is physically damaged upon arrival.

• The wrong size was delivered.

• The wrong colour or product was delivered.

 

2.3  Return Shipping for Exchanges

• You are responsible for the cost of returning items to us unless the error was ours (wrong item, wrong size, or damaged goods sent by us).

• Lahore customers: A courier replacement/collection service is available. Please contact us to arrange.

• All other cities: You must arrange and pay for return shipping through a courier service of your choice. We recommend using a tracked service as we cannot accept responsibility for items lost in transit.

 

3. How to Request a Return, Exchange, or Refund

Please follow these steps carefully. Requests that do not follow this process may experience delays.

 

Step 1 — Contact Us Within the Required Timeframe

Email us at leveltshirtsuk@gmail.com or call us at (044) 745993 7012. Include the following in your message:

• Your full name and order number.

• The item(s) you wish to return or exchange.

• The reason for your request (e.g., wrong size, damaged, changed mind).

• Whether you prefer a refund or an exchange.

 

Step 2 — Send Photographic Evidence (If Applicable)

If your item is damaged, faulty, incorrectly described, or the wrong item was sent, you must attach clear photographs to your initial email showing:

• The full item (front and back).

• A close-up of the damage or fault.

• The product label/tag showing size and colour.

• The original packaging, if damaged.

We may request additional photos if needed. Failure to provide adequate evidence may delay or affect the outcome of your claim.

 

Step 3 — Await Our Confirmation

Our team will review your request and respond within 2 business days. We will confirm:

• Whether your return or exchange has been approved.

• The return address to send the item(s) to.

• Any further instructions specific to your case.

Please do not send any items back before receiving written confirmation from us. Unauthorised returns may not be processed.

 

Step 4 — Return the Item

Once approved, securely package the item(s) and send them to the address provided. Include a copy of your order confirmation or a note with your name and order number inside the parcel. We strongly recommend using a tracked and insured postal service. Level T-Shirts is not responsible for items lost or damaged in return transit.

 

Step 5 — Refund or Exchange Processing

Once we receive and inspect your returned item, we will notify you of the outcome within 2 business days. If approved, your refund or replacement will be processed as outlined in Section 4.

 

4. Refund Processing & Payment Timelines

4.1  Our Processing Time

Once your return is received and approved, we will initiate your refund within 5–7 business days. You will receive a confirmation email once the refund has been issued.

 

4.2  Bank & Payment Provider Processing Times

After we issue the refund, the time it takes to appear in your account depends on your bank or payment provider. The following are standard industry timelines as observed by major UK banks and financial institutions:

 

Debit Card (Visa / Mastercard)       3–5 business days

Credit Card (Visa / Mastercard)      3–5 business days

PayPal                               1–3 business days (to PayPal balance)

Bank Transfer (BACS)                 3–5 business days

Klarna / Buy Now Pay Later           5–7 business days

American Express                     3–7 business days

Apple Pay / Google Pay               3–5 business days (to linked card/bank)

 

Total expected refund timeline: 8–14 business days from the date we receive your return.

• Weekends and UK public holidays are not counted as business days.

• If you do not see your refund after 14 business days, please first check with your bank. If the issue persists, contact us with your order number and we will investigate.

• Refunds will always be issued to the original payment method used at checkout, unless you agree in writing to an alternative arrangement.

 

5. Faulty or Incorrectly Described Items

Under the UK Consumer Rights Act 2015, you have the legal right to a full refund if an item is:

• Faulty or not of satisfactory quality.

• Not as described (wrong colour, wrong design, misrepresented).

• Unfit for purpose.

 

In these cases:

• Full Refund: A 100% refund including any delivery charges originally paid.

• Replacement: A like-for-like replacement product dispatched at no additional cost.

The choice between a refund and a replacement is offered to you. The item must be returned within a reasonable timeframe with proof of purchase and photographic evidence as outlined in Section 3.

Your statutory rights under UK consumer law are not affected by this policy.

 

6. Customised Products

• Customised or personalised items cannot be returned or refunded unless they are confirmed to be faulty, defective, or not as approved by you during the design/approval process.

• If a customised item is faulty, you may request a replacement. A refund will be issued only if a replacement cannot be provided.

• Please review all customisation proofs carefully before approving. We are unable to accept liability for customer-approved design errors.

 

7. Contact Information

For all return, exchange, or refund enquiries, please contact us using one of the methods below. Our team is available Monday–Saturday, 9am–6pm (UK time).

 

Email:    leveltshirtsuk@gmail.com

Phone:    (044) 745993 7012

When contacting us, please have your order number ready and, where applicable, attach photographs of the item. We aim to respond to all enquiries within 2 business days.

 

8. Legal Compliance & Additional Information

8.1  UK Statutory Rights

Nothing in this policy affects your statutory rights under UK law. Your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are upheld in full and are separate from, and in addition to, the goodwill terms described in this policy.

 

8.2  14-Day Cooling-Off Period (Distance Selling)

As an online retailer, we comply with the Consumer Contracts Regulations 2013. You have a legal right to cancel your order within 14 calendar days of receiving the goods for any reason, without giving an explanation. Once you notify us of your cancellation, you have a further 14 days to return the goods. We will then issue your refund within 14 days of receiving the return — or proof of postage, whichever is earlier. This right does not apply to customised or personalised items.

 

8.3  Shipping Policy

Full details of our shipping methods, timelines, and costs are available on our website. Shipping information provided at the time of purchase accurately reflects what you will be charged. No hidden fees are applied at checkout.

 

8.4  Privacy & Data

Personal information collected as part of the returns and refund process (name, order number, payment details, photographs) is used solely to process your request and is handled in accordance with our Privacy Policy, available on our website, and in compliance with the UK GDPR.

 

8.5  Policy Accuracy & Updates

This policy is kept up to date and accurately reflects how we handle returns, exchanges, and refunds in practice. Any changes will be published on our website immediately. The version published on our website at the time of your purchase applies to your order.

 

8.6  Dispute Resolution

If you are not satisfied with the outcome of your return or refund request, please escalate your concern by emailing leveltshirtsuk@gmail.com with the subject line 'Formal Complaint — [Your Order Number]'. We will aim to resolve all complaints within 5 business days. If we are unable to reach a resolution, you may refer your complaint to an alternative dispute resolution (ADR) scheme or contact Citizens Advice on 0808 223 1133 for guidance.

 

Level T-Shirts  |  leveltshirtsuk@gmail.com  |  (044) 745993 7012

This policy was last updated March 2026 and applies to all orders placed in the United Kingdom.