Faulty, incorrect, missing or damaged Goods
The Goods usually come with a manufacturer’s warranty (usually 12 months). The scope of the warranty will usually cover manufacturing defects but not damage cause by crashing, abuse, water ingress or general wear and tear, or if Goods have been misused, altered or repaired without our approval. You may contact us in the first instance and we will usually inspect the Goods and may be able to deal with your query through a phone call or email. You should not make any further use of Goods where you discover a defect as this may affect your rights under the manufacturer’s warranty. Any Goods which need to be returned for these purposes should always be clean and not covered in dirt. You should also complete any warranty card details to claim under a manufacturer’s warranty and provide a copy of your receipt together with a note detailing the problem and the reason for the return.
If the Goods have been purchased through a 3rd party retailer as opposed to through Overlander directly you should make reasonable efforts initially to return the goods directly to the relevant retailer that you purchased the goods from.
You should inspect the products when you receive them for defects or damage. Items delivered by courier which are clearly damaged on delivery must be signed for as such or refused and returned to us.
Where Goods have been damaged in transit but we are not immediately notified, please let us know as soon as possible and in any event within 7 days of the day on which you received the damaged item. All such damaged Goods should be returned to us, should be in their original packaging (even if damaged) and must not be used or fitted (as appropriate). You should also provide a copy of your receipt and avoid attaching postage labels or similar to the packaging directly. Please wrap Goods to be returned first, before attaching labels.
If we have dispatched an incorrect item, we will make an exchange and pay agreed costs of returning the item. For large or valuable items, please contact us in the first instance and we will arrange a courier instead where we feel this is appropriate.
Non-delivery of an Order needs to be reported to us within 7 working days of the date of dispatch. If an item is lost in transit, we may not dispatch a replacement immediately. Resent or replacement items will be dispatched at our discretion or subject to availability, once all tracking and investigative avenues have been exhausted. This may include waiting up to 30 days from dispatch for undelivered mail to be returned to us, depending on the delivery country.
If we do not find any fault or defect then your cancellation and refund rights are limited to the initial 14 day cancellation period though this does not affect your statutory rights.
You must take good care of the Goods while they are in your possession. If you fail to do so and the value of the Goods reduces as a result of how they are handled prior to return to us and where you have caused the damage, as opposed to that damage being caused in delivery, then we reserve our right to withhold that amount which may otherwise have been due to you.
If you return Goods either because you believe they are faulty or because you change your mind, we ask that Goods you return require a form of proof of posting and some form of tracking. Overlander will not be held responsible for any goods that are mislaid in the postal system or in transit to us.