Refund Policy
Effective from 4 November 2026.
Overview
At Overvis, we stand behind the quality of our industrial monitoring equipment and services. This refund policy outlines the conditions and procedures for returns and refunds for both hardware devices and cloud services.
Return and Refund of Purchased Equipment
Return Eligibility
Products may be returned within 14 days of delivery if they meet the following conditions:
- Unused and Unopened: Products must be in their original, unopened packaging
- Original Condition: All items must be in new, resalable condition
- Complete Set: All accessories, manuals, and packaging materials must be included
- No Damage: Products show no signs of installation, use, or damage
- Proof of Purchase: Original invoice or receipt must be provided
Non-Returnable Items
The following items are not eligible for return or refund:
- Products that have been installed, used, or connected to any system
- Custom-configured or specially ordered equipment
- Products with damaged or missing packaging
- Items showing signs of wear, modification, or tampering
- Products purchased more than 14 days ago
Return Process
Step 1: Request Return Authorization
Contact our sales team within 14 days of receiving your order:
Email: sales@overvis.com
Provide the following information:
- Order number and invoice number
- Product name and model number
- Reason for return
- Photographs of the product in its current condition
Step 2: Receive Return Authorization
Our team will review your request and, if approved, provide you with:
- Return authorization number (RMA)
- Return shipping address
- Instructions for packaging and shipping
Important: Do not ship any products without receiving a return authorization number. Unauthorized returns will not be accepted.
Step 3: Ship the Product
- Pack the product securely in its original packaging
- Include all accessories, manuals, and documentation
- Clearly mark the RMA number on the outside of the package
- Use a trackable shipping method and retain proof of shipment
- Ship to the address provided in your return authorization
Step 4: Inspection and Refund
Once we receive your return:
- Our team will inspect the product within 5 business days
- If approved, we will process your refund
- You will receive confirmation via email
Refund Terms
Refund Amount:
- Product Cost: Full refund of the product purchase price
- Original Shipping: Not refundable (except in cases of defective products or shipping errors)
- Return Shipping: Customer is responsible for return shipping costs
Refund Method:
Refunds are made by bank transfer to the account the payment came from, within 14 days after we receive the returned product. The actual time for funds to appear in your account depends on your bank.
Damaged or Defective Products
If you receive a damaged or defective product:
- Document the Issue: Take clear photographs of the damage or defect
- Contact Us Immediately: Email sales@overvis.com within 48 hours of delivery
- Do Not Discard: Keep all packaging materials and damaged items
Resolution Options:
For damaged or defective products, we offer:
- Full Refund: Complete refund including shipping costs
- Replacement: Free replacement product shipped at no charge
- Repair: Product repair or servicing (if applicable)
We will cover all shipping costs for returns of damaged or defective products.
Order Cancellation
Orders may be cancelled free of charge at any time before they are shipped. Contact sales@overvis.com to request cancellation; if you have already paid, we refund the full amount.
Once an order has shipped, standard return procedures apply.
Refund of Services
Service Satisfaction Guarantee
We are committed to providing high-quality cloud monitoring services. If you are not satisfied with the service provided, we offer a comprehensive refund policy for service payments.
Refund Eligibility
If you are dissatisfied with our cloud monitoring service, you may request a refund of:
- All account top-ups made within the last 30 days
Refund Process
To request a service refund:
- Contact Support: Email sales@overvis.com with your account details
- Explain Your Concern: Describe the issues you experienced with the service
- Refund Processing: Our team will review your request within 3 business days
- Receive Refund: Approved refunds will be processed within 5-10 business days
Refund Terms
- Timeframe: Refunds cover top-ups made within the previous 30 days from the refund request date
- Method: Refunds will be issued via the original payment method
- Account Status: Your account may be deactivated upon refund approval
- One-Time Offer: Service refunds are typically granted once per customer account
Non-Refundable Items
The following are not eligible for refund:
- Service usage from more than 30 days ago
- Already consumed service credits for data that was processed
- Setup or configuration fees (if applicable)
Additional Information
Warranty vs. Returns
Please note the difference between our refund policy and warranty coverage:
- Refund Policy: Covers unused products returned within 14 days and service top-ups from the last 30 days
- Warranty: Covers defects in materials and workmanship during the warranty period
For issues arising after the 14-day return period for devices, the warranty applies: see section 10 of the Equipment Purchase Terms.
Contact Us
For questions about returns, refunds, or to initiate a return:
Email: sales@overvis.com
Our customer service team is here to help resolve any issues with your order.
This refund policy is subject to change. Please review this page before making a purchase to ensure you understand our current terms.