Effective Date

5th February 2026

Brand & Billing Information

LVLUP Health is a wellness and performance supplement brand. All products are sold and payments are processed by Kyana International Limited, trading as LVLUP Health.

For clarity:

  • “LVLUP Health” is the brand name presented on the Website and marketing materials.
  • “Kyana International Limited” is the legal company name that may appear on invoices, receipts, and bank or credit card statements. 

Customers acknowledge and agree that disputes or chargebacks initiated solely due to confusion or unfamiliarity with the billing descriptor or legal entity name are invalid where this disclosure has been provided. 

Return Eligibility

  • Returns are accepted within 30 days of the purchase date.
  • Products must be unopened, unused, and returned in their original packaging.
  • Opened or used products are not eligible for return unless the item was incorrect or damaged upon delivery.
  • Items designated as final sale are not eligible for return, refund, or exchange.

Return Process

All returns require prior approval. To request a return, contact [email protected] and provide your order number and reason for the return. Photographic evidence may be required where applicable.

Return instructions and the return address will be provided after the return request has been reviewed and approved.

Customers are responsible for return shipping costs unless the return is due to an incorrect or damaged item sent by LVLUP Health.

Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, you must contact [email protected] within 7 days of delivery. Photographic evidence of the issue and packaging may be required. Approved claims will be resolved with a replacement or store credit at no additional cost.

Refunds & Store Credit

  • LVLUP Health does not guarantee refunds and offers store credit or replacement as the primary resolution.
  • Refunds are issued solely at the discretion of LVLUP Health and, if approved, will be processed via PayPal or an alternative payment platform.
  • Original shipping and handling fees are non-refundable.
  • Approved refunds are typically processed within seven to ten business days after confirmation.

Chargebacks & Payment Disputes 

Customers agree to contact us at: [email protected] and attempt to resolve any issue through our customer support process before initiating a chargeback or payment dispute. 

Unauthorised, abusive, or fraudulent chargebacks may result in: 

  • Suspension or termination of the customer account 
  • Refusal of future orders 
  • Recovery of chargeback fees and associated administration costs where permitted by law.

Where a chargeback is initiated without first contacting our team at: [email protected], or in contradiction of this Returns & Refunds Policy, LVLUP Health reserves the right to dispute the chargeback and provide the payment processor with evidence of policy acceptance, delivery confirmation, and customer communications.

Chargebacks raised on the basis of merchant name confusion may be disputed where the billing entity has been clearly disclosed at checkout and within this policy.

Initiating a chargeback may void eligibility for a refund or store credit.

This policy does not limit any rights you may have under applicable consumer protection.

Shipping Protection

Loss, theft, or damage occurring during transit is governed by the Shipping Protection policy where such protection was purchased at checkout.

Approved Shipping Protection claims are eligible for replacement only. Refunds are not provided under Shipping Protection.

Shipping Protection does not cover delivery issues caused by incorrect addresses, customs delays, or import restrictions. 

Non-Fixed or Third-Party Delivery Addresses

Deliveries made to hotels, PO boxes, freight forwarders, or other non-fixed or third-party addresses are made at the customer’s risk and are not eligible for refund or replacement.

Customs & Import Responsibility

Customers are solely responsible for ensuring that LVLUP Health products are legal for import and use within their jurisdiction.

Orders that are seized, destroyed, delayed, or refused by customs or regulatory authorities due to import restrictions or local regulations are not eligible for refund or replacement.