Returns, Refunds & Claims


To commence a return in accordance with these Terms and Conditions, customers must reach out to LEVEL Furniture using the contact information furnished on the 'Contact Us' page. Subsequently, customers should adhere to the instructions provided by LEVEL Furniture staff. When submitting a claim, please furnish the following details:

  • Your company name and the customer's name
  • Invoice number, with the option to attach the invoice if available
  • Product code and product name
  • A photograph of the damaged product or any item discrepancies, clearly presenting and describing the fault or basis for the claim

Managing Claims for Faulty Products

Claims related to defective or faulty products will be handled by LEVEL Furniture on a case-by-case basis, with distinct remedies offered for major or minor faults. Major faults encompass issues that cannot be remedied, whereas minor faults are typically reparable.

Return Packaging Guidelines

Returned merchandise must be presented in its original packaging, inclusive of all accessories and components. For returns due to a change of mind, the product must be in brand new, unopened, and resaleable condition.

Cancellation Before Shipment

In the event of order cancellation prior to dispatch, the ensuing terms apply:

  • For regularly stocked items, you will be issued a store credit or refund subject to clause 4.4
  • For custom-made products, specifically crafted for your order, your non-refundable deposit will be forfeited, and you will have no further claim or entitlement to the cancelled product.
  • For customer made product, specifically crafted for your order, if you have paid in full, your payment will be forfeited and you will have no further claim or entitlement to the cancelled product

Returns Due to Change of Mind

Returns due to change of mind are generally not permitted. A change of mind return request is subject to an approval process and must be made within 30 days of purchase. If approved a 20% restocking fee applies and the product must be:

  • In brand new, resaleable condition
  • Returned in their original packaging (both internal and external)
  • Unmarked and unused
  • Unassembled or in the same state of assembly as originally delivered.
  • Complete with all accessories and parts
  • Of a product type that can be returned

Non-Returnable Product Types

  • Include special, custom, altered, kit with components and ‘off the shelf’.
  • Some of our products may be customised and made to your specifications, altered by means of permanent adjustment to your preference, built to your specifications using a sales kit combining two or more distinct components, or a complete product ‘off the shelf’.
  • A product may appear to be offered as an ‘off the shelf’ product, but may actually be a combination of custom, altered or kit with components.
  • Once a custom or altered product is created it cannot be cancelled or returned.
  • Products consisting of sales kit components can only be returned if they remain in strict accordance with this clause (7.5)
  • Kit components may include seat pads, frames, cushions, chair legs, table legs, table tops with various colours.

Return Freight

LEVEL Furniture can arrange return freight under the following circumstances:

  • At the customer's expense for change of mind returns.
  • At our expense for faulty or damaged products. Faulty products should be suitably packaged in their original packaging, encompassing all accessories and components, and preferably disassembled or partly assembled to mitigate further damage during transit. LEVEL Furniture assumes no responsibility for loss or transit damage for products not transported by LEVEL Furniture, including those damaged during transit after customer collection. Return charges may be deducted from the credited amount to alleviate upfront expenses. Should a customer wish to return the product(s) to our warehouse at their expense, we will create a Return Slip for presentation to our warehouse team upon return.

Irreparable Damaged Products

LEVEL Furniture will not retrieve products deemed, at our discretion, to be irreparably damaged or faulty beyond repair. In such cases, customers are accountable for the proper disposal of the products.

Return Address

All returned items must be dispatched to the following address: LEVEL Furniture Building 4, 29 Grange Rd Cheltenham 3192

Additional Information

For additional comprehensive information and exclusions, please consult our Returns, Refunds & Claims Policies.

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