Refund policy

Last updated: September 8, 2026

LVLUP Design creates customized display art to order. This policy explains our voluntary cancellation and return terms and the remedies available when an order is damaged, defective, incomplete, or lost. Nothing in this policy limits rights that cannot legally be excluded or reduced.

Cancelling before production begins

You may request cancellation until we notify you that your order has entered In the Workshop, which means physical work on the order has begun.

For a voluntary cancellation, any PayPal processing fee that PayPal does not return to us may be deducted only where applicable law permits. If a mandatory cancellation right applies, only deductions permitted by that law will be made. Once physical work has begun, cancellation cannot be guaranteed, but mandatory rights remain unaffected.

Where Israeli consumer law applies, any cancellation charge will not exceed the lower of 5% of the transaction price or NIS 100, and no cancellation charge will be made when cancellation results from a defect, non-conformity, failure to deliver on time, or another breach for which the law requires a full refund. An actual non-returned PayPal processing fee will never be added on top of, or used to exceed, a mandatory statutory cap.

To request cancellation, email info@lvlup.design, use our Contact Us page, or send written notice to the public correspondence address below. Include your name, order number, and the email address used for the order. Any additional cancellation method required by applicable law remains available.

30-day voluntary returns

We accept voluntary change-of-mind return requests for all LVLUP Design models, including customized models and sale items, when the request is made within 30 calendar days after delivery.

Contact us before shipping anything back. If the return is accepted, we will provide return instructions and the current return address. Returns sent without authorization, to a legacy address, or cash-on-delivery may be refused where permitted by law.

Return condition and packaging

The model must be returned with all parts and supplied accessories. It must be packed in the original LVLUP Design presentation box and internal protective foam, because those materials are designed to protect the artwork in transit.

If the original packaging is not used, any refund impact will be limited to actual loss, damage, or diminished value caused by inadequate packaging and only where permitted by law.

For voluntary returns, the customer is responsible for arranging and paying for tracked, insured return shipping. The original outbound shipping charge is not refundable unless applicable law requires otherwise. The customer remains responsible for the return shipment until it is delivered to us.

A USD 25 reconditioning deduction will normally apply to voluntary change-of-mind returns, where permitted by law, to cover non-recoverable presentation materials, consumed stickers and protective materials, inspection, and reconditioning. Additional deductions may apply only for actual customer-caused damage, missing parts, excessive handling, or diminished value, and only where permitted by law. Statutory cancellations and remedies are subject only to deductions allowed by the applicable law.

Damage in transit

If the parcel or model arrives visibly damaged, contact us within 5 business days after delivery, unless applicable law provides a longer period. Keep the shipping carton, presentation box, foam, and all packing materials, and send clear photos or a short video of the parcel and model.

Once verified, we will arrange an appropriate remedy at our expense, normally replacement of the affected model or part. The 5-business-day reporting request helps us pursue the insured carrier claim; it does not remove any mandatory legal right.

Missing parts, concealed issues, or defects

Report a missing part, concealed shipping issue, or product defect within 30 calendar days after delivery, or within any longer period required by law. Include the order number and clear photos or video. Verified missing parts will be supplied at our expense. For a verified defect, we will provide the remedy required by applicable law, which may include repair, replacement, price reduction, or refund.

Lost shipments

If an insured shipment is confirmed lost by the carrier, we will refund the order. Any claim between LVLUP Design and the carrier is handled separately and does not reduce the customer's refund rights.

Refund timing and method

Approved refunds are issued to the original payment method. We may wait until the returned item is received, or until acceptable proof of return is supplied, where the law allows. We aim to process the refund within 14 calendar days after the applicable condition is met, or sooner when required by law. PayPal and the customer's financial institution may need additional time to post the credit.

Contact

Email: info@lvlup.design
Contact form: https://www.lvlup.design/pages/contact
Postal correspondence: 71 Ibn Gabirol Street, Tel Aviv-Yafo 6416202, Israel
Typical response time: up to 3 business days.