Web-Store Exchange, Return and Refund

The customer can exchange or return the merchandises within 10days of delivery because of size or quality problems. Please inspect the goods immediately upon receiving.

A) Conditions for exchange/Return
Basically we will only accept the exchange or return under the following condition

  • Size problem
  • Product received is not the same as displayed in our web-site
  • Quality issue, such as defects in material or workmanship.
  • The product has not been used or washed.
  • The packing, hangtags, gifts and gift coupons (If any) are complete and in good condition

If defect is found only in a small part, we may replace this defective part only.

We will provide exchange or return service for every product only once. If the customer requires more than that, a small administration & freight cost will be charged.

If the colour/Size of a specific product is out of stock, the customer can select another colour for replacement. If there are no other colours available, we will refund the product.

B) Situations that are not applicable for exchange or replace

  • Delivered over 10 Days.
  • Unable to provide any proof-of-sales.
  • Worn, Used or Washed products.
  • Damaged packing, missing hangtags or missing accompanied accessories.
  • All Food Categories.
  • All underwear & Socks.
  • Damage caused by drop and crash, wrong assembly, wrong storage.
  • Damage caused by improper usage.
  • Special priced items (List in the Bargain Zone of our Web-site) Redeem products, gift items.
  • Not the first hand buyer (If it is a gift, please ask the origin buyer to apply for exchange or return)

C) Exchange/Return procedure

  • Please keep all the original packing, hang-tags, accessories, gifts, gift coupons in good condition
  • Please e-mail us the reason for exchange/return. If the product has defects, please attach the photos as well.
  • After we have received the email, we will reply within 3 days. If necessary, we may need the customer to supply more information about usage, storage, etc. Then we will determine whether the application is acceptable.
  • If the exchange/return is approved, please send the product together with the complete package, hangtags, invoice, accessories (users’ guide, gifts, etc) and send back to our head office.
  • We will inspect the returned product, if it is qualify for exchange/return, we will carry out the exchange/return procedure.
  • If refund, we will return the proper product value back to the buyer. Shipping cost or other financial charges will not be refunded.
  • We will return the value back into the original payment account of the buyer, not any other accounts.

** Please do not return the product to our retail shops. As our web-store & retail stores are managed independently, our retail shop will not accept return products from web-store sales.

D) If the product was purchased over 10 days, used, worn or washed.

If the product was purchased over 10 days, used, worn or washed, then it is classified as a used items and it has to follow the rules of warranty claims. Different manufacturers have different warranty terms, please check for details. All defected products will be repaired rather than replaced. Some local distributor may require the buyer to contact them and return the defective items to them directly. We will provide all necessary information & assistant if needed.

 

If there are any questions, please contact us at eshop@overlander.com.hk

If there are any disputes, we reserve the right for the final decision.

If there are any discrepancies between the Chinese & English versions, the Chinese version shall prevail.

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