Returns Policy

Returns, Exchanges & Refunds

Please note:  The below returns policy excludes equipment supplied for commercial purposes.  Please contact New Level regarding commercial returns.

If you wish to return an item to us that is damaged or which you did not order, you must contact us in writing (by e-mail or post) within two days of receipt and prior to returning the goods to us. We will then contact you to make arrangements to send a replacement or issue a refund and to advise you on what to do with the goods you wish to return.

Lost items – if your goods have not arrived within 15 days of dispatch, we must be informed in writing or by e-mail. Upon verification, we will send a replacement or if not available we will offer an alternative or a refund.

If you wish to return an item because you have changed your mind and no longer want it, we must be informed in writing within 14 days of receipt of the goods. We will then contact you to make arrangements for return of the goods. To obtain a full refund the item(s) must be returned back to us in the original packaging, unused and in saleable condition within 14 days of your cancellation notification. We will then issue a refund for the item(s) purchase price (standard delivery is included in purchase price). You will be responsible for the cost of returning the item(s), and the item(s) are your responsibility until they reach us. It is recommended you use a secure delivery method that requires a signature on receipt.  If the goods are not returned to us in the original packaging and in an unused and saleable condition we will reduce the refund to reflect the diminished value.

Tel: 01782 593533
email: support@new-level.co.uk

Our address

New Level UK Ltd
Whittle Road
Meir Park
Stoke-on-Trent
ST3 7QA