Refund Policy

LEVELMAX Refund Policy — Levelmax Store app This policy applies to orders placed in the Levelmax Store app. It is part of our Terms of Use. Times are in the local time of your pickup warehouse; the app shows each warehouse’s cut-off time (currently 3:00 pm). 1. Changing your pickup date You can change your pickup date in the app at no cost, at any time before you collect, to any date the app offers. 2. Cancelling before pickup • Until the cut-off time on the day before your pickup date: cancel in the app for a full refund. For a Friday pickup, that is until 3:00 pm on Thursday. • After that: the warehouse has prepared your order. You can still change your pickup date at no cost. If you cancel, we keep a handling fee of 15% of the order total and refund the rest. Changing your pickup date after the cut-off doesn’t bring free cancellation back. • An order that hasn’t been paid can be cancelled at any time. Nothing is charged. 3. Orders that aren’t collected • If you don’t collect your order on your pickup date, we hold it at the warehouse for 7 days and send you reminders. • During those 7 days you can collect it, change the pickup date at no cost, or cancel it. If you cancel, we keep the 15% handling fee and refund the rest. • If the order still hasn’t been collected after the 7 days, we cancel it and refund the order total less the 15% handling fee. 4. If we can’t supply your order • If the warehouse hands over fewer items than you paid for, we refund the missing items at the price you paid. This happens automatically when the handover is recorded. • If we cancel an order, for example because we can’t supply it, a price was wrong or a warehouse has to close, we refund you in full. 5. Faulty, damaged or wrong goods • Check your order when you collect it. If something is damaged or isn’t what you ordered, tell the warehouse staff before you leave. • If you find a problem later, email info@levelmax.com.au as soon as you can with your order number, photos and the batch number on the pack. Don’t use a product that looks faulty. • If the goods were faulty, damaged when handed over or not what you ordered, we replace them or refund you. We may ask you to keep the goods for inspection or return them to the pickup warehouse. 6. Change of mind Once an order has been collected, we don’t refund or exchange goods because you changed your mind or ordered more than you needed. 7. How refunds are paid • Refunds go back to the card or wallet you paid with, through Stripe. We start the refund straight away; it can take 5–10 business days to show in your account, depending on your bank. • We issue an adjustment note for each refund. It is in the order in the app. • The handling fee is 15% of the order total you paid, including GST. • We can’t refund to a different card or by bank transfer. If the card you paid with has been closed, email us. 8. Your rights Nothing in this policy limits your rights under the Australian Consumer Law. Where that law applies and goods have a major problem, you can choose between a refund and a replacement. 9. Contact LEVELMAX (Level Flow Pty Ltd, ABN 75 680 434 128). Email info@levelmax.com.au with your order number (it starts with STORE-).