WARRANTY AND RETURNS
RECEIVED THE WRONG ITEM?
If you received the wrong product, e-mail us immediately regarding any mistakes with your order. We must receive your email within seven days (7) of the order receipt date. If you believe an item is missing from your order, please make sure to double-check all packing materials carefully for smaller items. It is easy for small items to hide behind and under the packing material. At our discretion, we will elect to find the simplest, quickest, and most convenient way to resolve the issue. We will reimburse return ground freight on any mis-shipped items when it is determined to be the fault of Overland Gear Store. We want to remedy the situation as simply and as fast as possible.
DEFECTIVE MERCHANDISE?
Most of our products are covered by Manufacturer’s Warranty and/or Guarantee and cover the merchandise for a certain period of time after your purchase. We act as the agent between you, the customer, and the manufacturer. Check the documentation that you received with the merchandise for more information regarding the product warranty policy. Should your product fail after 30 days, please e-mail our customer service department at support@OverlandGearStore.com and we will assist you in submitting a claim to the manufacturer. If it is under warranty we will relay the specifications required by the manufacturer to do the warranty. Some warranties are done direct with the manufacturer, IF so, we will let you know to directly engage them. All returned items will be inspected by the manufacturer for eligibility of the warranty if needed. We, or the manufacturer, will replace (or refund) the product based on the findings.
OTHER RETURNS?
Items with issues may be returned within 30 days of original purchase, by the original purchaser. Items must be returned in new and unused condition in their original packaging. The item will be given a full credit for the purchase price to the original credit card or Paypal account used to purchase it. Please allow one billing cycle for credits to appear on your credit card billing statement. To check on a return, you can view the status on our website under your Order History. Or, please email us, and we will be happy to look it up. We cannot accept any returns on used or installed merchandise. Not all items qualify for returns. These items (but not limited to) are not eligible for returns: electronics, special order, electrical, audio equipment, any wheel or tire, roof top tents, bumpers, suspension systems, suspension components, and winches. If an item is defective, we will help with any manufacturer’s warranty claim. If you change your mind about a product, it must be returned in original, like new condition. You will have to pay the shipping to us, plus the refund amount will have the original shipping charge deducted.
If you are returning merchandise after 31 days, a 35% restock fee will apply and store credit will be issued for the balance. Items over 45 days are not returnable. You are responsible for paying return freight charges when it is determined that Overland Gear Store is not at fault. Credit will be issued for the item(s) being returned. We do not refund the original shipping charges. All returns must be in “like-new” condition with all original packaging and documents. If you refuse deliveries from shipping carriers, this will result in penalty charges. The shipping return cost(s) will be deducted from your refund amount. If your shipment was delivered to you and is damaged, please call the carrier who delivered it and report the damage. Once the carrier has been contacted, please e-mail Customer Service at support@OverlandGearStore.com for further assistance. Please ensure that any return items are packaged securely – we cannot be responsible for damages obtained in transit. Please avoid from using duct or electrical tape. Overland Gear Store cannot accept partially returned items; if you are returning a kit, ensure all kit components are included. Otherwise, no refund can be dispensed. Please take care to ensure the product fits your vehicle before commencing any installation – we cannot accept returned parts that have been installed, disassembled, drilled, welded, cut, painted, or modified in anyway. Failure of part(s) due to use beyond the product’s intended function, incorrect installation, or failure of related part(s) is not covered by warranty or Overland Gear Store. Overland Gear Store reserves the right to refuse any return we deem unfit for resale. Any part that, in our opinion, was used, installed, handled, packaged or shipped improperly by the customer will not be eligible for exchange, refund, or warranty. Overland Gear Store reserves the right to charge a restocking fee or refuse any return order under any circumstance. Overland Gear Store reserves the right to refuse any shipments where the shipping charges, duties, customs etc. are not prepaid. Overland Gear Store will refund your payment the same way you paid. If your order included any special offer, free parts, gift cards, etc. they must also be returned (with full value, in the case of gift cards) along with the main product return. Otherwise, the full value of said items may be deducted from your refund. Exchanging defective products: Overland Gear Store will pay for shipping on the outbound replacement product only. We only specify that the product not be damaged or missing components, including the manufacturer’s documentation. Special order, non-stocking, and all electrical items are specifically exempted from this policy and will be assessed for an appropriate re-stocking charge on a case-by-case basis, including but not limited to: any and all electrical items, GPS-related items, all audio equipment, all hitch products, roof top tents, and any wheel or tire that has been mounted and installed.
