Returns and Refund Policy

Please review the following policies carefully.

Overview

Overllo offers a quicker dispute solution and will appreciate it a lot if you provide:

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Our warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from Our warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from Our warehouse due to the strict customs clearance at Brazil.

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

2. Orders not Received.

a. If the clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Overllo takes no responsibility if products have been lost.

3. Products Damaged.

Overllo offers a full refund or a replacement if packages arrived are badly damaged.

Overllo offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, Overllo cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary products, the clients shall complain or open a dispute with you within 5 days after packages are delivered.

d. For electronic products, the clients shall complain or open a dispute to you within 10 days after packages are delivered.

4. Incorrect or Missing Products.

Overllo has a strict quality control process before products are dispatched. Overllo will deal with incorrect or missing products as follows:

a. For incorrect products, Overllo offers a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., Overllo offers a refund or resend if you provide a screenshot of the complaint including name, content and date.

c. For parts missing which doesn’t affect product function, Overllo may refund partially or resend the missing part; for parts missing which affect product function, Overllo will resend the product only.

d. For accessories, Overllo will resend the accessories

Notes: For size problem, Overllo will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly

5. Orders Cancellation.

For orders cancellation, Overllo offers a full refund before products are processed by warehouses.

After payment, POD orders cannot be canceled as it is customized.

Important Interpretation

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

Notes:

b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

2. Force Majeure.

Overllo takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, We will notify you by Email, WhatsApp etc.

3. Shipping Method Limits.

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities

4. Destination Limits.

Due to limited international transportation, Overllo will not accept any disputes when your orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

5. Return.

Products can be returned to Overllo China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at it. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

Please return products within 10 days after receiving products.

6. Service Products.

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, Overllo may not refund the product cost.

b. Any disputes arising from bad quality, Overllo may not accept as the supplier is not Overllo.

7. Unacceptable Disputes.

Overllo shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

Need help?

Contact us at {email} for questions related to refunds and returns.