Returns & Exchange

Returns & Exchange


Product Damage

In case of damage or issue in the product; please take a photo of the item and contact the customer service team via support email or whatsapp us on +971502340011 within 24 hours of receiving the product and our customer service team will be happy to assist you.

Product Return

You have the right to return the purchased products and receive a full refund within 24 hours of delivery if the product is still sealed with the original wrap and packaging. Please note that refunds will take up to 8 working days to process and up to 30 days to reflect the same card used in the purchase & after checking product conditions.

Order Cancel

You have the right to cancel the order while processing & just before dispatch from the warehouse to your delivery address, without any deduction or additional fee. Please contact the customer service team immediately if you wish to cancel the order.


In case a refund is accepted by level5 after dispatching, please note that some fees will not be refunded such as delivery costs or gift wrapping.

Gift Return

Gifts with purchase also need to be returned along with the product for exchange/refund.

Product Warranty

Games (Software), Accessories, Subscription Cards, Gift Cards, and Digital products cannot be exchanged or refunded. However, some accessories & hardware have different warranty conditions depending on the manufacturer only if mentioned on the product page. The warranty covers manufacturing defects only and the physical damage is not covered.

Product Misuse

In case of misuse of the product, level5 will notify you with an official report by a service centre, and share alternative options if available.

Exchange Claim

The original receipt or invoice must be available for refund or exchange claim.

Manufacturing Defect

Products on sale or discount cannot be refunded; they can only be exchanged within 3 days of purchase if proven to have manufacturing defects after sending the product to the supplier for assessment.


All bundled items required for exchange/refund.

Musical Products

Digital codes & cards (iTunes, Xbox, PlayStation, Spotify, etc.. gifts cards), once ordered, cannot be exchanged or refunded.

Digital Cards

For issues with digital cards (products) customers to approach the Platform directly.