Refund policy

Returns & Exchanges Window

We accept eligible change-of-mind return and exchange requests within 10 days of purchase, subject to the conditions below.

Eligibility for Returns & Exchanges

To be eligible for a change-of-mind return or exchange, your item must meet the following conditions:

  • Unopened and unused
  • In original, sealed packaging
  • In resellable condition
  • Free from any damage or alteration
  • Accompanied by proof of purchase, such as a receipt, invoice or order confirmation

How to Start a Return or Exchange

To initiate a return or exchange, please contact us at hello@levelmax.com.au.

Returns must be approved before being sent back. Items returned without prior authorisation will not be accepted for change-of-mind returns.

Return Shipping

Customers are responsible for all return and exchange shipping costs for change-of-mind returns.

All approved returns must be sent to:

Level Flow Pty Ltd
Unit L / 61-65 Roberts Rd
Greenacre NSW 2190
Australia
Phone: 1300 601 898

Inspection & Refunds

All returned items will be inspected upon arrival at our warehouse.

Change-of-Mind Returns

If your return is approved and meets all eligibility requirements:

  • Refunds will be processed within 3–5 business days after inspection.
  • A handling and restocking fee of 15% of the price paid for the returned items will be deducted.
  • The remaining 85% of the price paid for the returned items will be refunded.
  • Refunds will be issued to the original payment method.

This fee reflects operational and warehouse handling costs already incurred.

Damages, Defects & Incorrect Items (ACL Compliance)

Under the Australian Consumer Law, you are entitled to a remedy if a product is:

  • Faulty or defective
  • Not as described
  • Not fit for its intended purpose

If your item meets any of the above conditions:

  • You are entitled to a repair, replacement, or full refund, as applicable.
  • No restocking or handling fees will apply.
  • LevelMax will cover reasonable return shipping costs where required by law.

Please contact us immediately at hello@levelmax.com.au with:

  • Your order or invoice number
  • Description of the issue
  • Supporting photos

Non-returnable Items for Change-of-Mind Returns

For change-of-mind returns, we do not accept:

  • Opened or used products
  • Items not in original condition
  • Products with damaged or missing packaging
  • Sale items
  • Gift cards

Goods returned for change of mind must be in a condition suitable for resale. These conditions do not limit your rights under Australian Consumer Law.

Exchanges

For exchanges, please submit a return request first. Once approved, contact our team to confirm a quote for the replacement item and arrange collection or delivery.

Refund Processing Time

Refunds are processed within 3–5 business days after inspection. Your bank or payment provider may require additional time to complete the transaction.

If more than 10 business days have passed since approval, please contact hello@levelmax.com.au.

Important Notice

The change-of-mind return conditions in this policy do not limit or replace your rights under Australian Consumer Law.