What is oVertone's refund policy?

First-Time-Try Guarantee

If you’re not satisfied with your results, we’ll help you make it right. Simply contact our Client Services team within 30 days of receipt of your first order. We’ll try to provide you with another shade to correct your color, but if this is not possible, we’ll refund the cost of the product that didn’t work for you. Our guarantee applies to first-time oVertone orders only.


Refunds and Store Credit

For all other orders, to be eligible for a refund, requests must be submitted through returns.overtone.co within 7 days of order delivery. Requests submitted between 8 and 30 days after order delivery are eligible for store credit only. We only issue refunds on items that have been purchased through overtone.co. Shipping is ineligible for refund unless the package was incorrectly shipped or the error was made by oVertone. Once you have submitted your request through returns.overtone.co, we are unable to make changes to your request.


If your color didn’t turn out as you wanted, we’re happy to issue store credit (and advice!) so you can get another shade to correct your color. 


Start your refund request at returns.overtone.co here. Requests sent through a help ticket will take longer to be processed! 


Shipping and International Orders

Route+ Shipping Insurance is available for all orders for a very small fee. Route+ shipping insurance covers your order in case it is lost, stolen, or damaged while it’s on its way to you. We highly recommend purchasing this insurance for your order so that you will be covered in case your order is lost, stolen, or damaged by adding it at checkout. All claims for missing, lost, or damaged packages must be reported directly to Route within 5 days of your delivery date. 


If you choose not to purchase Route+ Shipping Insurance and your package is lost or stolen,  oVertone is not responsible for lost or stolen packages. We are unable to replace packages damaged by the carrier. If your package is delivered intact but your product is damaged, please submit a request within 7 days of delivery for a replacement with pictures of both the box and the product. Replacement requests are subject to validation and approval at oVertone’s discretion.


Please be advised that we are not responsible for orders shipped to an incorrect address due to customer error. It is very important that you make sure everything on your order is correct before you finalize the order. Please note, there is a 2 hour window after placing your order if you wish to cancel. Click here to learn more.


At this time, oVertone only ships to the United States and Canada. International orders sometimes have a customs/duties fee for imports, which is different from postage. We are unable to provide customs or duty fees estimates. We are not able to ship to any other countries due to varying regulations at this time.


If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. oVertone is not responsible for lost or stolen packages.


Free standard shipping applies to orders containing physical products only, totaling $60 or more after discounts have been applied. Taxes and shipping do not contribute to the $60 minimum. 


Order Items

If an item is missing from your order or you received an item that you did not order, please submit a ticket at help.overtone.co under “Orders and Shipping” and select “Report wrong or missing items.” We will send you the right product once we process your request. If your product is no longer in stock, we will issue store credit for the equivalent cost, plus the cost of your first order's shipping.


Discount Codes

Discount codes are subject to various requirements, so please make sure to check the minimum purchase and eligibility requirements prior to using a code at checkout. If you are having trouble using a discount code, you must contact us at help.overtone.co prior to completing your purchase. If you submit an order, and your discount was not successfully applied, we will not be able to issue a refund for the percentage that would have been saved. Discounts only apply to physical products, and cannot be applied retroactively.


Effective Date

This policy is in effect beginning June 23, 2020 and is subject to change at any time. 


oVertone monitors return activity for abuse and reserves the right to limit refunds or store credits in all instances. All refunds and store credits are subject to validation and approval at oVertone’s discretion.


Start your refund request at returns.overtone.co here

Start your refund request at returns.overtone.co here

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