Refund policy
Last updated: June 20, 2026
1. Overview
Thank you for shopping with Over and Under. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, this Return and Refund Policy explains your options.
By purchasing from www.over-under.store, you agree to the terms of this Return and Refund Policy.
---
2. Return Window
Standard Return Period
You have 14 days from the date of delivery to initiate a return.
| Order Type | Return Window |
|------------|---------------|
| Standard orders | 14 days from delivery |
| Late-delivered orders | 14 days from delivery (extended if delayed) |
| International orders | 14 days from delivery |
How We Notify You
- Order confirmation and shipping emails include estimated delivery dates
- Delivery confirmation is recorded by the carrier
Late Returns
Returns requested after 14 days from delivery may be:
- Accepted at our discretion
- Subject to a 15% restocking fee
- Refused if item is not in resalable condition
---
3. Eligible Items
Items That Can Be Returned
| Category | Condition | Examples |
|----------|-----------|----------|
| Unused items | Original packaging intact, never opened | New tools, sealed supplies |
| Wrong item received | Verified by our error | Wrong size, wrong color |
| Defective items | Not working as described | Breaks easily, missing parts |
| Damaged items | Damage during shipping | Cracked, bent, scratched |
| Items not as described | Materially different from listing | Wrong specifications |
Items That CANNOT Be Returned
| Category | Reason | Examples |
|----------|--------|----------|
| Opened/used products | Hygiene and safety | Opened cleaning products, used safety gear |
| Customized items | Made specifically for you | Engraved tools, custom-cut materials |
| Perishable goods | Limited shelf life | Adhesives past cure date |
| Final sale items | Marked non-returnable | "Final Sale" labeled products |
| Consumables | Partially used | Paint, sealants, batteries |
| Electronics (some) | Hygiene/safety | Used electrical items |
| Items without original packaging | Condition cannot be verified | Returned without box |
Note: If an item is marked "Non-Returnable" on the product page, this policy does not apply to that item.
---
4. Return Conditions
General Return Requirements
To be eligible for a return, your item must meet ALL of the following:
1. In original packaging — Box, wrapping, and all inserts included
2. Unopened or unused — Item has not been used, assembled, or installed
3. Complete — All parts, accessories, and manuals included
4. Clean — Free of dirt, debris, and odors
5. Resalable — Item must be in the same condition as when you received it
Condition Assessment
We reserve the right to inspect returned items before issuing a refund. If an item is returned in a condition that does not meet our return requirements:
- We will notify you within 5 business days of receipt
- You may request the item be returned to you (at your expense) or we will dispose of it
- No refund will be issued
---
5. Return Process
Step-by-Step Instructions
Step 1: Initiate Your Return
Contact us within the return window to start your return:
Preferred: Submit a return request through our site
Alternative: Email customersupport@over-under.store with:
- Order number
- Item(s) you wish to return
- Reason for return
- Photo(s) if item is defective/damaged
Step 2: Receive Return Authorization
We will review your request within 1-2 business days and respond with:
- Return authorization (RA) number
- Return shipping instructions
- Return shipping label (if eligible — see Section 7)
Step 3: Prepare Your Package
1. Include the original packing slip or order confirmation
2. Write the RA number on the outside of the package
3. Include any original accessories, manuals, or inserts
4. Seal the package securely
5. Ship within 7 business days of receiving RA
Step 4: Ship Your Return
Use the provided shipping label or arrange your own shipment:
- Retain your tracking number
- We recommend insuring packages over $75
Step 5: Refund Processing
| Step | Timeline |
|------|----------|
| Return delivered to us | 5-7 business days |
| Inspection completed | 1-2 business days after delivery |
| Refund issued | 3-5 business days after inspection |
| Total time | 10-14 business days from shipment |
---
6. Refund Options
Refund Methods
| Original Payment | Refund Method | Processing Time |
|------------------|---------------|----------------|
| Credit/Debit Card | Same card used | 3-5 business days |
| PayPal | PayPal account | 3-5 business days |
| Shop Pay | Shop Pay account | 3-5 business days |
| Shop Pay Installments | Installments recalculated | 5-7 business days |
| Gift Card | New gift card issued | 1-2 business days |
Refund Timeline
Refunds are issued after we receive and inspect your return:
1. Day 1-7: Return package delivered to us
2. Day 8-9: Inspection completed
3. Day 10-14: Refund issued to your original payment method
Business days are Monday through Friday, excluding holidays.
Partial Refunds
The following situations may result in a partial refund:
| Situation | Refund Amount |
|-----------|---------------|
| Item returned damaged or used | Up to 50% of purchase price |
| Missing original packaging | Up to 25% of purchase price |
| Missing parts/accessories | Value of missing items deducted |
| Restocking fee (late return) | 15% deducted from refund |
Non-Refundable Amounts
The following are never refunded:
| Item | Reason |
|------|--------|
| Original shipping costs | Already incurred for your order |
| Return shipping label cost | If purchased separately |
| Expedited shipping upgrade | Service already rendered |
| COD fees | Service already rendered |
---
7. Return Shipping Costs
Who Pays for Return Shipping?
| Reason for Return | Who Pays Return Shipping |
|-------------------|-------------------------|
| Wrong item sent by us | We pay |
| Item received damaged | We pay |
| Item not as described | We pay |
| Changed mind / no longer want | You pay |
| Item defective (after use) | You pay (defect assessment required) |
| Late return (after 30 days) | You pay |
Our Error
If we shipped the wrong item, the item was damaged, or our description was materially inaccurate:
- We will issue a full refund including original shipping
- We will also send a replacement item at no cost (if available)
Customer-Initiated Returns
For returns due to change of mind or other customer reasons:
- You are responsible for return shipping costs
- We recommend using a trackable shipping method
- We recommend insuring packages over $75
Return Shipping Label (Purchasable)
If you would like us to provide a return label for customer-initiated returns:
- Standard return label: $7.99 (deducted from refund)
- This is the most cost-effective option for most returns
---
8. Exchanges
Exchange Process
We offer exchanges for different sizes, colors, or models of the same product, subject to availability.
To exchange an item:
1. Initiate return of original item (see Section 5)
2. In your return request, note that you'd like an exchange
3. We will ship the replacement item when we receive the original (or charge new payment for immediate ship)
Note: Exchanges may take longer than standard returns as they depend on product availability.
Price Differences
If the exchange item costs more:
- You will be invoiced for the difference before shipping
If the exchange item costs less:
- We will refund the difference after receiving the original
---
9. Defective or Damaged Items
If Your Item Arrives Damaged
DO NOT REFUSE THE DELIVERY. A refused package may not be eligible for a full refund.
If damaged upon delivery:
1. Photograph the damage immediately — box exterior and item
2. Note visible damage on delivery receipt before signing
3. Contact us within 48 hours of delivery
Damaged Items Not Noted at Delivery
If you discover damage after the carrier has left:
1. Contact us within 48 hours of discovery
2. Provide photos of:
- Item damage
- Original packaging
- Shipping label
3. We will assess the claim and respond within 2 business days
Defective Items (After Use)
If an item stops working or is defective:
1. Contact us with your order number
2. Describe the defect in detail
3. Provide photos/video of the defect
4. Include proof of purchase
| Defect Type | Resolution |
|-------------|------------|
| Manufacturer defect (within warranty) | Replacement or repair per manufacturer warranty |
| Defective upon arrival | Replacement at no cost |
| Normal wear and tear | Not eligible for return |
| Misuse or abuse | Not eligible for return |
---
10. Items Not Eligible for Return (Examples)
The following types of items are generally not eligible for return:
- [x] Opened cleaning products or chemicals
- [x] Used safety equipment (helmets, respirators, etc.)
- [x] Cut or customized cables, fasteners, or materials
- [x] Batteries that have been installed or used
- [x] Software or digital products
- [x] Items marked "Final Sale"
- [x] Items not in original packaging
- [x] Items returned after 30 days (unless approved)
- [x] Items with signs of use, installation, or modification
This list is not exhaustive. Contact us if you have questions about a specific item.
---
11. Shop Pay Installments (BNPL) Returns
Returning Items Purchased with Shop Pay
If you paid with Shop Pay Installments:
1. Return the item(s) following our standard return process
2. Your installment plan will be automatically adjusted
3. You will not be charged interest on cancelled items
4. Refunds are processed to the installments account
Installment Payment Schedule
| Week | Payment Due |
|------|-------------|
| At purchase | 25% |
| Week 2 | 25% |
| Week 4 | 25% |
| Week 6 | 25% |
If you return an item before your final payment:
- That installment is cancelled
- Past payments are refunded
If you return an item after making some payments:
- Remaining installments are cancelled
- You will receive a refund for payments already made
---
12. Late or Missing Refunds
If You Haven't Received Your Refund
1. Check your bank account 3-5 days after the refund is issued
2. Check with your payment provider if using PayPal
3. Contact your bank — there is often a processing window
If you've done all of the above and still haven't received your refund:
- Contact us with your order number and return tracking number
- We will investigate with the payment processor
Common Delay Reasons
| Issue | Resolution Time |
|-------|----------------|
| Bank processing delays | 3-5 additional business days |
| Payment processor issues | 5-7 business days |
| Return not yet received | Await delivery confirmation |
| Return rejected (condition issue) | We will notify you |
---
13. International Returns
International Return Process
International orders may be returned, subject to the following:
1. Contact us within 14 days of delivery to initiate the return
2. We will provide international return instructions
3. You are responsible for return shipping costs and customs documentation
4. Do not mark packages as "Gift" on customs forms — this is illegal
Customs and Duties on Returns
- Any customs duties or import taxes paid are non-refundable
- These fees are paid to your government, not to us
- Contact your local customs office for refund procedures on duties
Recommended
We strongly recommend using a trackable international shipping service and insuring your return for the full value.
---
14. Policy Exceptions
Situations Where We May Accept Returns Outside the Standard Window
| Exception | Requirement |
|-----------|-------------|
| Pre-approved by management | Case-by-case basis |
| Extended warranty claims | Valid warranty documentation required |
| Wholesale/commercial orders | Separate commercial return agreement |
| Subscription cancellations | Per subscription terms |
Our Right to Deny Returns
We reserve the right to deny returns if:
- Return window has expired (without prior approval)
- Item is not in resalable condition
- Item was marked non-returnable at purchase
- Customer has abused the return policy in the past (excessive returns)
---
15. Contact Us
Questions about returns or refunds?
- Email: customersupport@over-under.store
- Return Portal: Use chat bot on site www.over-under.store
For fastest service, please have ready:
- Order number
- Email address used at checkout
- Item(s) you wish to return
- Reason for return
---
16. Policy Updates
We may update this Return and Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.
For orders placed before a policy update: The policy in effect at the time of order placement applies.
Questions about a specific order? Contact us directly — we're here to help.