Refund Policy

This page covers when we refund and how the money reaches you. It sits alongside our returns policy which explains what can be sent back. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything on this page.

When we refund

• Faulty or mis-described goods: full refund, including the delivery you paid. Your choice of refund or replacement within 30 days of delivery.
• Wrong item sent: full refund, including delivery, or a free replacement.
• Plain blanks cancelled in time: refund of the price plus standard delivery; cost of returning the goods is yours.
• Bespoke items where production has not started: full refund. Once we have called blanks off or you have approved artwork, the order is in production and we can’t refund the made-to-order portion.
• Order we can’t fulfil: if a stock error, supplier issue or pricing mistake means we can’t complete your order, we will tell you within two working days and refund in full.

How long it takes

• Card and digital wallets (Visa, Mastercard, Amex, Apple Pay, Google Pay): 3 to 5 working days from when we issue the refund. Your bank decides when it appears in your account.
• PayPal: usually within 24 hours.
• Invoice (Net 30): credited to your account immediately and applied against the next invoice, or refunded by bank transfer within 5 working days if you ask.

Partial refunds

If part of your order is fine and part isn’t, we’ll refund just the affected items plus a fair share of the delivery charge. We will tell you the amount before processing.

How we process refunds

Once a refund is approved we issue it through the original payment provider. We will send you an email with the amount and reference. If you don’t see the money within the time stated above, contact us with the reference and we will chase the provider on your behalf.

Contact

Question about a specific refund? Email info@levelscustomapparel.com with your order number, or call 07850 342245 during Monday to Friday — 8:00am to 6:00pm.