Thank you for considering Shop New Level for your shopping needs. Please review our return policy before making your purchase to ensure that you understand our policies and procedures.

Return Policy:

  • All returns must be made within 2 working days of receiving your order.
  • Items must be in their original condition, with tags attached and original packaging intact.
  • We will not accept any items that have been worn or washed.
  • We only offer exchanges in the following circumstances:
    • There is a defect in the item.
    • There was a mix-up in your order (e.g. wrong item shipped).
    • The item is sold out.
  • Please note that we do not offer exchanges for incorrect size orders.
  • The customer is responsible for the return shipping fee.

Refund Policy:

  • We do not offer cash refunds.
  • Refunds will only be made in the case of a sold-out item that has not been processed or shipped.
  • Refund processing takes 3-5 working days.
  • Shipping fees are not refunded.
  • If you do not want a cash refund, we will send you a gift card for the amount spent minus the shipping fee.
  • We do not offer refunds on purchased gift cards.
  • Sales and discounted items are not eligible for exchange, return, or refund under any circumstances.

If you have any questions about our return or refund policies, please contact us at or +254740401355.

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