On 22nd June 2025, I placed an order worth ₹31,946 on Levi’s India’s official website. The product pages clearly displayed a “10-day return” policy, and since I was buying full-priced items (not discounted), I didn’t think twice.
But things took a turn once the order was delivered on 25th June.
In their fine print, Levi’s mentions that EOSS purchases are exchange-only, but nowhere did it mention during checkout or on the product page that the items I was buying were part of any sale. I was being denied a return on a full-priced itemusing a hidden clause I was never shown.
I submitted all the relevant details and awaited action — but meanwhile, I needed a faster solution.
If you’ve ever faced a similar issue, don’t hesitate to take action. Consumers deserve fairness and accountability — no matter how big the brand.
But things took a turn once the order was delivered on 25th June.
The Return Policy Suddenly Changed
When I went back to the product page to initiate a return, I was shocked to see the return policy had changed from “10-day return” to “Easy Exchange Only”. Even more bizarre — this change was visible on the same product pages, still showing the full price with no EOSS (End of Season Sale) tag.In their fine print, Levi’s mentions that EOSS purchases are exchange-only, but nowhere did it mention during checkout or on the product page that the items I was buying were part of any sale. I was being denied a return on a full-priced itemusing a hidden clause I was never shown.
Reaching Levi’s Was a Nightmare
Naturally, I tried reaching Levi’s customer service to fix the issue — but that was a dead end:- Their customer care number never connects to a human.
- My emails went completely unanswered.
I Filed a Complaint on INGRAMS Portal
With no help from Levi’s directly, I escalated the matter by filing a formal complaint on the Government of India’s INGRAMS (Integrated Grievance Redressal Mechanism) portal https://consumerhelpline.gov.in.I submitted all the relevant details and awaited action — but meanwhile, I needed a faster solution.
Turning to American Express
Frustrated and stuck with items I didn’t want, I turned to American Express, through which I had paid using my Platinum Travel Card. On 27th June, I submitted a chargeback request, along with:- Screenshots showing the return policy before and after purchase
- Order invoice
- My unanswered emails to Levi’s
- Evidence that I paid full price and the item wasn't on sale
Amex Accepted the Dispute — And Gave Me Provisional Relief
On 30th June, I received an official response from Amex stating:In short, they credited back the full amount and put the transaction on hold, so I didn’t have to pay it in my billing cycle. It was a huge relief to be backed by a credit card company that takes disputes seriously.
Levi’s Finally Responds – After 3 Weeks
And then, finally — on 12th July, a customer support representative from Levi’s India called me. He apologized for the poor service and acknowledged that the return should have been processed. She immediately arranged for a return pickup, and the process finally moved forward.Key Takeaways from My Experience
- Always take screenshots of product pages at the time of purchase — especially return/refund policies.
- Read the fine print, but don’t accept it as fair if it contradicts what was shown upfront.
- If the merchant is unresponsive, file a chargeback — especially if you paid using Amex or another strong card issuer.
- Amex’s dispute resolution process is fast, fair, and transparent — I didn’t have to pay anything while they investigated.
- Sometimes, just the chargeback pressure is enough to get the merchant to act.
Final Thought
It’s unfortunate that a brand as big as Levi’s would resort to such tactics — changing refund policies post-purchase and dodging customer service. Thankfully, Amex had my back.If you’ve ever faced a similar issue, don’t hesitate to take action. Consumers deserve fairness and accountability — no matter how big the brand.
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