01 — Defect on Arrival
Defective on Arrival
- IEM does not function properly from day one.
- Contact us immediately — we handle everything.
- Free return or replacement, no fees whatsoever.
We cover all costs. You pay nothing.
Customer First
Return Policy
Simple, transparent returns for all IEM orders in Tunisia. We stand behind every product we sell.
Return Conditions
When Can You Return?
02 — 15-Day Return
15-Day Return Window
- A new issue appears within 15 days of delivery.
- Or you are simply not satisfied with the model.
- Return shipping fee: 5 TND (via post).
- Your choice: full refund or exchange for another model.
Customer pays the 5 TND return shipping — we cover the rest.
03 — Wrong Item
Wrong Item Delivered
- We sent you the wrong product by mistake.
- Full free replacement — shipped immediately.
- No return shipping fees for the customer.
Our mistake, our cost. 100%.
Good to Know
Important Notes
Item Condition
Returned items must be in acceptable condition — original packaging preferred, no physical damage caused by misuse.
Return Shipping
For 15-day returns, the customer pays 5 TND for return shipping via Tunisian post. For defects and wrong items, all shipping is on us.
Processing Time
Once we receive and inspect the return, your refund or replacement is processed within 2–5 business days.
FAQ
Common Questions
Can I return after 15 days?+
Unfortunately, we cannot accept returns after the 15-day window for satisfaction reasons. However, if the product has a manufacturing defect, contact us regardless of when it appeared and we will assess it on a case-by-case basis.
Who pays the shipping fees?+
For defects on arrival and wrong items — we pay everything. For 15-day satisfaction returns — the customer pays 5 TND for return shipping via post. We cover the replacement or refund delivery back to you.
How long does a refund take?+
After we receive and inspect the returned item, we process refunds within 2–5 business days. The payment method (cash on delivery, bank transfer, etc.) determines how you receive your refund.
Do I need to contact you before sending a return?+
Yes — always message us first. We need to confirm your order details and provide you with the correct return address. Do not send items without prior confirmation.
What if the IEM was damaged by misuse?+
Physical damage caused by the customer (drops, water damage, improper storage) is not covered under our return policy. The product must be returned in acceptable condition to qualify for a refund or exchange.
Our Promise
Your Satisfaction Comes First
We built Level Up TN to bring premium audio to Tunisia — not just the products, but the full experience. That means honest prices, authentic gear, and a return process that actually works. If something goes wrong, we are here. No runaround, no fine print surprises.
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