Warranty and Return Policy
1. Limited Warranty
ASSA ABLOY Level LLC (“Level”) warrants that for a period of two (2) years from shipment (“Warranty Period"), Level products (“Level Product(s)”) will be free from defects in materials and workmanship under normal use and conditions in accordance with the product warranty documentation enclosed with the Level Product or available on the Level website at https://level.co/
Because Level cannot control the quality of Level Products sold by unauthorized resellers, this Limited Warranty applies only to Level Products that were purchased from Level or an authorized Level reseller (unless this limitation is otherwise prohibited by applicable law). Level reserves the right to reject warranty claims from purchasers for Level Products purchased from unauthorized resellers, including unauthorized Internet sites.
If you have any questions about whether a reseller is authorized, contact Level at support@level.co or call 1-833-453-8354.
Warranty services are available only in countries where the Level Product is sold directly by Level or an authorized Level reseller. Return shipping charges may apply, except where prohibited by applicable law.
In the event of a Level Product defect, contact Level at support@level.co or 1-833-453-8354 for return instructions. Please have available information regarding when and where you purchased the Level Product. You will be required to submit proof of purchase and to return your Level Product to Level.
This Limited Warranty applies only to Level Products returned to Level during the Warranty Period and in accordance with Level’s return instructions. If Level determines that the returned Level Product is defective, Level, at its option, will either repair or replace the unit with either a new or refurbished equivalent Level Product, or refund the original purchase price. Level’s obligation to repair or replace the Level Product or provide a refund is your sole remedy and Level’s sole obligation under this Limited Warranty.
The repaired or replacement Level Product will be warranted for the remaining period of the original warranty. This Limited Warranty does not apply to Level Products damaged by misuse, accident, electrical disturbance or normal wear and tear. Level Products are not designed for or warranted against damage from use in areas subject to extreme temperature, excessive moisture, or other inherently severe environments.
This Limited Warranty does not cover (a) any non-Level branded products, accessories or services, even if packaged or sold with Level Products; (b) non-consumable parts or components, whether Level-branded or otherwise, that are sold separately or together with a complete Level Product; or (c) any Level Products or services purchased under a separate agreement with Level (or its predecessor-in-interest, Dwelo, Inc.) containing warranty terms.
However, this Limited Warranty does cover Level branded parts, components, accessories, and services. In these cases, you should refer to the warranty provisions of the relevant manufacturer or provider of services.
Additionally, this Limited Warranty also covers Level branded consumable components that are originally packaged together with the Level Product.
Level recommends that you use only authorized service providers for maintenance and repair of Level Products. This Limited Warranty does not cover damage due to unauthorized maintenance or repair or unauthorized use of a Level Product. Unauthorized use, maintenance, or repair of a Level Product or Level software can impair the product’s performance.
For services sold by Level, Level accepts no liability for any claims arising out of or caused by the third-party services or any act or omission, including negligence, by the third-party service provider.
WITHOUT LIMITING THE TERMS SET FORTH IN THE LEVEL TERMS OF SERVICE (AVAILABLE HERE), EXCEPT AS STATED ABOVE IN THIS LIMITED WARRANTY, AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LEVEL DISCLAIMS ALL EXPRESS AND STATUTORY WARRANTIES AND CONDITIONS WITH RESPECT TO LEVEL PRODUCTS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LEVEL ALSO LIMITS THE DURATION OF ANY APPLICABLE IMPLIED WARRANTIES OR CONDITIONS, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TO THE DURATION OF THIS LIMITED WARRANTY.
IN ADDITION TO THE ABOVE WARRANTY DISCLAIMERS, WITHOUT LIMITING ANYTHING SET FORTH IN THE LEVEL TERMS OF SERVICE, IN NO EVENT WILL LEVEL BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, OR SPECIAL DAMAGES, INCLUDING ANY DAMAGES FOR LOST DATA OR LOST PROFITS, ARISING FROM OR RELATING TO THIS LIMITED WARRANTY OR THE WARRANTED LEVEL PRODUCT, AND LEVEL’S TOTAL CUMULATIVE LIABILITY ARISING FROM OR RELATED TO THIS LIMITED WARRANTY OR THE WARRANTED LEVEL PRODUCT WILL NOT EXCEED THE AMOUNT ACTUALLY PAID FOR THE LEVEL PRODUCT BY THE ORIGINAL PURCHASER. THIS LIMITED WARRANTY EXTENDS ONLY TO THE ORIGINAL PURCHASER AND IS NOT TRANSFERRABLE TO ANOTHER PERSON BY THE ORIGINAL PURCHASER.
This Limited Warranty gives you specific warranty rights to the extent permitted by applicable law, which varies by state, province, and other jurisdictions. You may have other legal rights that also may vary accordingly. Some jurisdictions do not allow certain limitations, such as limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you.
For a full description of your legal rights you should refer to the laws applicable in your jurisdiction and you may wish to seek advice from a consumer advisor.
2. Level Return and Refund Policy
(A) If you are unsatisfied with your purchase of a new Level Product that you purchased on level.co, you may be eligible for a refund.
To qualify for a refund from Level, you must meet all of the conditions of this Return & Refund Policy. Only new Level Products purchased directly from Level can be returned to Level. If you purchased a Level Product from an authorized reseller or other retailer, you must request a refund directly from that third party. Returns to all third parties are subject to the terms and conditions of the respective return policy, which likely differs from Level’s.
For standard purchases (defined as those which Level expects to fill within 30 days), you have 30 days from the date of purchase to notify Level and request a refund of the purchase price.
For pre-order purchases (defined as purchases with extended shipping windows, which you will be informed of at the time you place your order), you have 30 days from the shipment date to notify Level and request a refund of the purchase price. If your order includes both pre-order and standard items, the 30-day return period for all items in that order will begin on the shipment date of the pre-order item(s).
Pre-order item customers may also cancel their order (even if including standard purchase items) and receive a full refund any time prior to a shipping notification being sent to such customers. After that point, the order is considered fulfilled and the standard return window (30 days from shipment) applies.
Pre-order items are charged at checkout (together with any standard purchase items) and will ship on or around the date specified during purchase or in subsequent communications. Please note that shipping dates are estimated in good faith and subject to change. If there’s a significant delay, Level will notify you by email.
If for any reason Level cannot fill your entire order (whether for standard items, pre-order items, or mixed standard and pre-order items), you’ll receive a full refund for all unfulfilled items to your original payment method.
(B) To qualify for a refund, all the following conditions must be met:
A Return Merchandise Authorization (RMA) must be requested from Level’s customer service team within 30 days of the date on which you purchased the Level Product for standard orders or 30 days from the shipment date in the case of pre-ordered (or mixed standard and pre-order items) Level Products.
A valid RMA must be included along with your returned Level Product(s).
To request an RMA, submit your request through Level’s web form, or – if you are unable to use the form – via chat or phone (1-833-453-8354).
Level may require that you furnish proof of purchase details to obtain an RMA.
Level must receive the returned Level Product within 14 days after an RMA number has been issued. An assigned RMA number is valid for 14 days only and will expire on the 15th day after the date of issuance, at which time any returned Level Product will be refused.
The entire Level Product, and any non-Level products and accessories originally included with the Level Product you purchased, must be included with your return.
Returned products must be working and in good physical condition (unbroken and undamaged), and either in the original packaging or packaging providing an equal degree of protection. Please ensure that any previous shipping labels or other markings have been completely removed or covered.
(C) Additional terms and conditions:
To ensure successful delivery, you must ship the product(s) to the address provided to you via the RMA process. Level will not be responsible for returns that are not sent to the correct address or otherwise do not comply with the requirements provided via the RMA process.
If Level generates a pre-paid label, Level will deduct return shipping costs from the amount of your refund.
You shall assume all risk of loss or damage to the product(s) while in transit to Level. If you return a product to Level (a) without a valid RMA from Level or (b) without all parts and accessories included in the original package or (c) otherwise not in compliance with this Returns and Refunds Policy, Level retains the right to either (1) refuse the return or (2) deduct from the refund paid to you a non-refundable restocking fee equal to the higher of (i) fifteen (15) percent of the original price of the returned product or (ii) the retail value of the corresponding missing parts or accessories.
Refunds will be processed within 2 weeks of Level’s receipt of the product(s) and/or parts and/or accessories (as applicable).
Refunds will be reimbursed via the original form of payment. If you purchased the product(s) and/or parts and/or accessories (as applicable) using a credit or debit card, the refund will be sent to the card-issuing bank within the time frame above. The timing of when the refunded amount is reflected on your account will depend on your card issuer’s processing time.
