Política de reembolso
All return or refund requests must be made within 10 business days of receipt of your order. We determine the date of receipt based on your shipment’s tracking number. Requests must be made via e-mail to firstname.lastname@example.org with picture evidence and a detailed explanation of your request. Requests may not be automatically granted and must be authorized by our customer service in advance. You will receive an e-mail confirmation if you’re request is approved. For your health and safety, ViaCheff.com only accepts returns of non-edible items that have not been worn or used (e.g. cooking equipment and accessories). Refunds and returns exclude all shipping costs and the customer is responsible for shipping the products back to us in its original condition. A restocking fee may also be applied to any approved returns. Please send your pre-approved returns to the following address (be aware that no refunds will be issued for products returned without prior approval):
Via Cheff Confectionary Food Products & Supplies LLC
9415 Atlee Commerce Blvd
Ashland, VA 23005
Since food products cannot be returned, and we do not refund products damaged by excessive heat or cold, please make the following considerations when placing an order (if you have any concerns or specific requirements, please call us before you place your order):
1. Quantity: Plan ahead for how much product you will need to meet your needs and/or accomplish your project.
2. Taste: Manufacturers can change their recipes without notice, and your taste buds change as well.
3. Color: Some of our products are made in batches where color may vary. Colors may also look different on different device screens.
4. Brand Variance: Different brands of products vary in consistency, texture, firmness, etc. So, the same types of products made by different brands will not always taste or look the same.
5. Heat or cold: Although we package all of our temperature-sensitive products in a protective insulated package, we cannot guarantee that it will not be affected by extreme temperatures. If it is too warm or too cold in your area, we recommend purchasing the extra foam insulation shipping package at check out or that you stay away from temperature-sensitive items as we do not refund for melting or frostbite!
6. Mistakes: Always double check your online order and make sure you don’t have any unwanted items before finalizing your purchase.
If we make any mistakes with your order, we take full responsibility for those mistakes – simply insure that you contact us within 10 business days of receiving your order.
REFUSAL OF PACKAGE:
If packages are refused, both the original and return shipping costs will be charged to the customer’s original method of payment.
We can sometimes operate very quickly and will often pull, pack, and ship an order within minutes of a customers placing it. As soon as a postage label is printed for an order, which can be seconds after you finalize your purchase, it cannot be cancelled. You are always welcome to call us and check whether a postage label has been printed. We will be glad to fulfill a cancellation request made before the printing of a postage label. Again, we encourage you to please take the time to carefully make your selections before and finalize your purchase with certainty.
If you are unable to cancel your order but still want to return the products, you are welcome to return the products or refusing the package once it arrives at your destination under the aforementioned policy (review information on returns and refusing packages above).
INCORRECT SHIPPING ADDRESS:
If a customer provides the wrong address when placing an order, we will proceed as follows:
-If the order is returned to Via Cheff in good condition, the customer will be responsible for the full cost of shipping as well as a twenty percent (20%) restocking fee.
-If the package is returned to Via Cheff, but the contents are damaged or if the package is lost, no refunds shall be issued.
-If the package has been sent and the customer requests a shipment intercept/address correction, the customer will be responsible for the return shipping costs and for shipping costs to the new address.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at the customer’s expense, to the return address listed above and must be in the same condition as it was received. All returns caused by customer error may be subject to a twenty percent (20%) restocking fee.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs. Please be aware that on orders caused by customer error, we are will not issue credit for shipping in either direction.
HOT WEATHER ISSUES:
As stated previously, Via Cheff does not take responsibility for products damaged in transit due to extreme temperature. In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within five (5) days after receipt of merchandise as determined by postal tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
No returns on special ordered products.
All seasonal merchandise, perishable or non-perishable, is non returnable.
In the event that an order is received and there are missing items, a claim must be submitted within two (2) business days of physical receipt as determined by postal tracking. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
ORDERS WITH INCORRECT MERCHANDISE:
In the event that incorrect merchandise is received, we will do our best to correct the error in a timely fashion. In the event of an exchange, we will ship corrected merchandise at the shipping service level at which it was purchased.
In the event that you opted for expedited delivery, we will refund the cost of shipping the incorrect item.
Please note that we are unable to issue credit for any product in which the factory seal is no longer intact.
Please note that in order for credit to be issued, notification must be made within two (2) business days of receipt as determined by postal tracking.