Refund policy

Last Updated: July 2026

At OVERHAIL, we want you to love your hair care experience. This policy outlines the terms and conditions governing returns, exchanges, and refunds. By placing an order with OVERHAIL, you acknowledge and agree to the terms below.

1. Return Eligibility
You may request a return within 3 days of receiving your delivery.
To be eligible for a return, the product must be unopened, unused, and in its original packaging, with all seals intact.
Due to the personal-care nature of our products, we do not accept returns on opened or used items, unless the product arrived damaged, defective, or incorrect (see Section 5).
Sale, promotional, or discounted items are non-returnable and non-exchangeable, unless defective or incorrect.
Proof of purchase (order number or receipt) is required for all return requests.
Each order is eligible for one return or exchange only.

2. How to Request a Return
To initiate a return, please contact us within 3 days of delivery at:
Email: info@overhail.com
Phone/WhatsApp: +92 307 6828001
Please include your order number, the reason for return, and a photo of the unopened product and packaging.
Once your return request is approved, we will provide instructions on how and where to send your item. All return requests are subject to inspection and approval by OVERHAIL.

3. Return Shipping Costs
The customer is responsible for return shipping costs, unless the return is due to our error (e.g., wrong item shipped) or a damaged/defective product received.
We recommend using a trackable shipping method, as OVERHAIL is not responsible for items lost in transit during a return.

4. What Qualifies as a Defect
To avoid confusion, a manufacturing defect includes issues such as a broken or leaking pump, a damaged seal at time of delivery, or a mislabeled/incorrect product. It does not include:
Minor variations in scent, color, or texture between batches
Differences in packaging appearance due to lighting, screen display, or printing batch variation
Personal preference or dissatisfaction with results
These natural variations are not eligible for return or refund.

5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item:
Contact us within 3 days of delivery at info@overhail.com with your order number and photos/videos of the issue.
In these cases, we will cover the cost of return shipping and arrange a replacement or store credit at no additional cost to you.

6. Refunds & Credit
OVERHAIL does not offer cash refunds under any circumstances.
Approved returns (for defective or incorrect items) are compensated with a store credit voucher equal to the value of the returned item.
Store credit vouchers are valid for 90 days from the date of issue and may be redeemed partially or fully across one or more purchases within that period.
Expired vouchers will not be reissued or extended.
Vouchers are processed within 7–10 business days of us receiving and inspecting the returned item.

7. Non-Returnable Items
The following are not eligible for return, exchange, or refund:
Opened or used products (unless damaged/defective/incorrect)
Sale, promotional, or discounted items (unless damaged/defective/incorrect)
Items returned without prior approval from our team
Products reported after the 3-day return window
A second return/exchange request on the same order

8. Exchanges
If you'd like to exchange a product (e.g., for a different item), please contact us at info@overhail.com within 3 days of delivery.
Exchanges are subject to product availability and must meet the same unopened/unused condition as returns.
Each order is eligible for one exchange only.
If the requested replacement item is unavailable, a store credit voucher of equivalent value will be issued instead.

9. Fair Use
OVERHAIL reserves the right to decline, limit, or restrict return, exchange, or refund requests after inspection. Repeated, excessive, or suspicious return/exchange activity may result in a refusal of future service. Our decision on such matters shall be final.

10. Contact Us
For any questions about returns or refunds, reach out to us:
OVERHAIL
D-Block, PUEHS Phase 2, Lahore, Pakistan
Email: info@overhail.com
Phone: +92 307 6828001