Returns & Refunds

LEVEL8 Warranty Policy

LEVEL8 products are tested to ensure that the travel products meet stringent standards. If a problem occurs with this LEVEL8 product (the “Product”) and the problem is caused by manufacturing defects in material and workmanship, LEVEL8 will, in its discretion, either fix or replace the Product in accordance with the warranty terms and conditions stated herein. The warranty provided for herein applies only to the first purchaser or gift recipient of the Product who has registered their product online from the date this Product was purchased till the expiration of this warranty. Please keep the product tag and refer to the warranty period printed on it.

LEVEL8 offer a lifetime warranty that covers any functional damage to the shell, wheels, handles, zippers, or anything else that impairs your use of the luggage.

This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example). Non-warranty maintenance or repairs on your Product can be performed by any company.

Your luggage has a warranty that covers manufacturing defects in workmanship and materials. Our warranty does not cover repairs resulting from carrier damage, misuse or neglect of the product, normal wear and tear, or repairs beyond the warranty period.

For warranty repair/replacement evaluation, please contact level8@level8cases.com

If the product is covered under warranty, the product will be repaired at LEVEL8 expense and returned to you. If the product is not repairable and is covered under warranty, you will be contacted via email in regards to receiving a comparable warranty replacement at no cost to you. If the product is not repairable and not covered under warranty, you could still contact us by email, we will try our best to help to solve it.

All LEVEL8 bags and accessories (Except LEVEL8 Atlas) are protected by a 1 year warranty. The LEVEL8 Atlas backpack is protected by a lifetime warranty.

If you purchase LEVEL8 product on this official site, our warranty service is automatically activated, you don't need to register here repeatedly. If you purchase LEVEL8 product through other channels, please refer to the Terms & Conditions of the other channels.

LEVEL8 Group Corp.

Returns
Refunds
Late or Missing Refunds
Received Defactive Product
Exchanges
Gifts
Shipping

Returns

We accept returns on all products. Customers have the right to request a return within 7 days of delivery. Please contact level8@level8cases.com to obtain a return shipping label and follow our instructions.

For returns from the U.S., Canada, U.K., and Germany, our customer service team will issue a return shipping label and guide you through the process.

For returns from all other countries, customers are responsible for arranging the shipment through a local courier service. Our customer service team will provide you with the return shipping address and detailed instructions to guide you through the process.

Exceptions: If your suitcase is still unused, in brand-new condition, and kept in the original packaging, you may contact our customer service to request a return even after the standard 7-day period.

How to Check Your Suitcase at Home:

To make sure the suitcase is right for you while keeping it eligible for return, we recommend:

・Roll the suitcase indoors (on a smooth floor or carpet) to test the 360° wheels.
・Pack it with multiple outfits or travel items to check the interior space and compression system.
・Keep the lock set to 0-0-0 until you’re certain you’d like to keep the suitcase.
・Retain the original box and packaging materials, as they are required for returns.

Notes for Self-Return Shipments:

・ Please use a trackable courier service or obtain proof of postage, as we are not responsible for lost packages.
・ We cannot accept liability for products damaged during return transit—make sure the packaging is secure.
・ Please do not return merchandise to the wrong address of '9040 TELSTAR AVE, SUITE 105 EL MONTE, CA 91731'. It is not our warehouse. Thank you for your kind cooperation in advance.
・ A receipt or proof of purchase must be included to complete your return.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

The extra shipping costs are non-refundable once the package has been shipped. If you receive a refund, the cost of shipping will be deducted from your refund.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at level8@level8cases.com.

Received Defective Product

If you receive an item with a quality issue, please contact us at level8@level8cases.com with details and photos of the problem. Our team will review your case and provide the best solution.

If a return is required, we will provide you with a return shipping address and a prepaid return shipping label. A replacement item will be sent to you at no additional cost.

Exchanges (if applicable)

We only offer exchanges for items that are defective or damaged. If you need to exchange your product for the same item, please contact us at level8@level8cases.com with your order details and photos of the issue.

Once your request is reviewed and approved, we will provide you with a return shipping label (available for customers in the U.S., Canada, U.K., and Germany) or a return shipping address for other regions. After we receive and inspect the returned item, a replacement will be shipped to you at no additional cost.

Please note:

・Exchanges are limited to the same product model, size, and color (subject to stock availability).

・If the exact item is no longer available, you may choose an alternative model or color of equal value. If you prefer not to exchange, a refund will be issued instead.

・Items damaged due to misuse or normal wear and tear are not eligible for exchange.

Gifts

If the item was marked as a gift when purchased and shipped directly to the gift recipient, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping

Please contact level8@level8cases.com to get return instructions.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.