Refund policy
LEVEL 9 RETURN & REFUND POLICY
Last Updated: July 10, 2026
Thank you for shopping with Level 9. Level 9 is a full-spectrum performance and lifestyle marketplace built around the standard “Elevate Everything.” Because many of our products may be fulfilled directly through third-party suppliers, brand partners, or fulfillment providers, please read this policy carefully before placing an order.
CONTACT
For return, refund, or order questions, contact us at:
levelninehospitality@gmail.com
Please include your order number, the email used at checkout, the item at issue, and a brief description of your request.
30-DAY RETURN WINDOW FOR ELIGIBLE PHYSICAL PRODUCTS
We accept return requests for eligible physical products within 30 days after delivery.
To be eligible for a return, the item must be:
Unworn, unused, and in the same condition received;
In its original packaging, with tags attached where applicable;
Free from stains, odors, washing, alteration, damage, or visible use; and
Accompanied by proof of purchase.
Items sent back without first requesting and receiving return approval will not be accepted.
RETURN ADDRESS AND RETURN APPROVAL REQUIRED
Level 9 does not keep all inventory on hand and does not operate as a single-return-address warehouse. Many products may ship directly from third-party suppliers, brand partners, or fulfillment providers.
Because of this, the correct return address may vary depending on the product, supplier, and fulfillment source.
Do not send any item back until your return request has been approved and return instructions have been provided by Level 9. Items sent to the wrong address, sent without approval, or sent without the required return instructions may not be eligible for refund, replacement, or store credit.
HOW TO START A RETURN
To request a return, email levelninehospitality@gmail.com with:
Your order number;
The email used at checkout;
The item you want to return;
The reason for the return; and
Clear photos if the item is damaged, defective, incorrect, or materially different from what was ordered.
If your return is approved, we will provide instructions on how and where to send the item.
RETURN SHIPPING
For returns based on customer preference, sizing, change of mind, buyer’s remorse, or ordering the wrong item, the customer is responsible for return shipping costs unless Level 9 states otherwise in writing.
If the item is defective, damaged upon arrival, incorrect, or materially different from what was ordered, Level 9 will review the issue and determine the appropriate resolution. Depending on the circumstances, the resolution may include a replacement, refund, store credit, return instructions, or a return shipping label.
Original shipping charges are non-refundable unless the return is due to a verified error, defective item, damaged item, incorrect item, or another issue for which Level 9 determines a refund of shipping is appropriate.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incorrect, or materially different from the product ordered, contact us immediately at levelninehospitality@gmail.com. Include your order number and clear photos of the item, packaging, shipping label, and the issue.
We will evaluate the matter and work to make it right through a replacement, refund, store credit, or other appropriate resolution.
NON-RETURNABLE ITEMS
Certain items are final sale or non-returnable unless they arrive damaged, defective, incorrect, or materially different from what was ordered.
Non-returnable items may include:
Digital products, downloads, templates, workbooks, guides, files, and digital access products;
Gift cards;
Sale, clearance, or final-sale items;
Personal care, hygiene, beauty, intimate, or opened wellness products;
Customized, personalized, special-order, or made-to-order items;
Perishable goods;
Hazardous materials, flammable liquids, or restricted goods;
Items that have been worn, washed, used, altered, damaged, or removed from original packaging;
Products that cannot be returned to the applicable supplier or fulfillment provider after delivery.
If you have a question about whether a product is eligible for return, contact us before purchasing.
DIGITAL PRODUCTS
Digital products are delivered electronically and are generally final sale once the file, link, download, or access has been delivered or accessed.
Refunds for digital products may be considered only if:
You were charged more than once for the same product;
You did not receive access due to a technical issue that Level 9 cannot resolve;
The file is defective or inaccessible and cannot be corrected; or
A refund is required by applicable law.
Because digital products can be copied, downloaded, or accessed immediately, we do not offer refunds for change of mind, lack of use, mistaken purchase, or failure to read the product description.
SERVICES
Service purchases, strategy sessions, consulting packages, audits, automation support, business support, digital buildout services, or other service-based offerings are governed by the specific terms presented at purchase, invoice, booking, or written agreement.
Unless otherwise stated in writing, service fees may be non-refundable once work has begun, a strategy session has occurred, custom work has been prepared, deliverables have been started, or reserved time has been held for the customer.
EXCHANGES
The fastest way to receive a different item is to request a return for the original item, if eligible, and place a separate order for the new item.
Exchanges are not guaranteed and are subject to product availability, supplier availability, and fulfillment partner policies.
REFUNDS
Once we receive and inspect an approved return, or once the applicable supplier or fulfillment partner confirms the return where applicable, we will notify you whether the refund is approved.
If approved, the refund will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since we approved your refund, contact us at levelninehospitality@gmail.com.
ORDER CANCELLATIONS
Orders may be canceled only if they have not yet been processed, fulfilled, shipped, digitally delivered, or started as a service.
Because some products may be processed quickly by third-party suppliers or fulfillment partners, cancellation requests are not guaranteed.
SHIPPING DELAYS
Estimated shipping times are estimates only and may vary based on supplier processing, fulfillment partner timelines, carrier delays, customs, location, inventory availability, and other factors outside Level 9’s control.
If an order cannot be shipped within the stated timeframe, Level 9 will provide updates and available options as required by applicable law.
EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
If merchandise is shipped to a customer in the European Union, the customer may have the right to cancel or return eligible physical goods within 14 days, for any reason and without justification, subject to applicable exceptions.
Returned items must be in the same condition received: unworn or unused, with tags, in original packaging, and with proof of purchase.
Digital products, customized goods, personal care goods, hygiene-sensitive items, opened sealed goods, and services may be subject to exceptions under applicable law.
Customers may be responsible for return shipping costs unless Level 9 states otherwise in writing or applicable law requires otherwise.
FINAL SALE ITEMS
Sale items, clearance items, gift cards, digital downloads, opened hygiene-sensitive items, and items marked final sale cannot be returned unless required by law or unless the item arrives defective, damaged, incorrect, or materially different from what was ordered.
POLICY QUESTIONS
For any return or refund question, contact: