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Returns & Warranty
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to everything we sell, in addition to our own warranty below. Nothing in this policy limits them.
LVL UP Garage is a trading name of Koko Korp Pty Ltd (ABN 22 697 622 576), Upper Coomera QLD 4209. Phone 0493 266 621 or email sales@lvlupequipment.com.
Faulty, damaged or incorrect items
If something you bought from us is faulty, damaged in transit, not as described or not what you ordered, contact us as soon as you notice. There is no fixed cut-off: your consumer guarantee rights last for a reasonable time, depending on the product and its price.
How to make a claim
1. Email sales@lvlupequipment.com or call 0493 266 621 with your order number (or receipt) and a short description of the problem.
2. Send a few photos or a short video of the issue, and of the packaging if it arrived damaged. This helps us sort it quickly. You don't need to have kept the item unused.
3. We'll reply within 2 business days and confirm the next step.
What you're entitled to
Major failure: you choose a refund or a replacement, or you can keep the item and be compensated for the drop in value.
Minor failure: we will repair or replace the item, or refund you, within a reasonable time.
We will only offer store credit if you ask for it.
Return costs
For a faulty, damaged or incorrect item, we cover the reasonable cost of getting it back to us. For bulky items we may arrange collection, or assess the issue from photos so you don't have to send anything.
Our warranty against defects
On top of your Australian Consumer Law rights, LVL UP Garage warrants its products against defects in materials and workmanship under normal use for:
• Interlocking garage floor tiles: 5 years
• Hexagon LED lighting: 2 years
• Other products: the period shown on the product page
The warranty period starts on the day you receive or collect your order.
What it doesn't cover
Damage from misuse, accidents, modifications, installation that doesn't follow our instructions (including electrical work that should be done by a licensed electrician), or normal wear and tear. These exclusions don't reduce your rights under the Australian Consumer Law.
How to claim
Contact us within the warranty period with your order number, a description of the defect and photos or a video. We'll assess your claim and reply within 2 business days. If it's accepted, we will repair or replace the product or refund you, and we cover the reasonable cost of returning it to us or arrange collection. You pay nothing for a valid claim.
Our warranty is given by
Koko Korp Pty Ltd trading as LVL UP Garage, ABN 22 697 622 576, Upper Coomera QLD 4209. Phone 0493 266 621. Email sales@lvlupequipment.com.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Change of mind
We don't offer refunds for change of mind, including ordering more tiles than you need. If you've ordered the wrong item or quantity, get in touch before it ships or within 7 days of delivery and we'll do our best to help. This doesn't affect your rights if an item is faulty, damaged or not as described.
Refunds
Approved refunds go back to your original payment method within 5 business days. Your bank may take a few more days to show it.
Questions?
Call 0493 266 621, email sales@lvlupequipment.com or use our Contact Us page. We're happy to help.