Refund policy

RETURN POLICY

Effective Date: 01.01.2022

GENERAL RETURN AND REFUND POLICY

All return or refund requests must be initiated within 10 business days of receiving your order. The receipt date is determined based on the shipment’s tracking information. To initiate a request, email contact@viacheff.com with the following:

• Picture evidence of the issue

• A detailed explanation of your request

Requests are subject to review and approval by our customer service team. Approved requests will receive a confirmation email with further instructions. Please note the following:

• Non-edible items (e.g., cooking equipment, accessories) may only be returned if unused and in their original condition.

• Edible items are non-returnable for health and safety reasons.

• Shipping costs are non-refundable, and the customer is responsible for return shipping.

• A restocking fee may apply to approved returns.

Approved returns should be sent to the following address (returns sent without prior approval will not be refunded):

Via Cheff Confectionary Food Products & Supplies LLC
Attn: Returns
9244 Totopotomoy Trail
Ashland, VA 23005

SPECIAL CONSIDERATIONS FOR FOOD ITEMS

Since food products cannot be returned and we do not refund items damaged by extreme temperatures, please keep the following in mind before placing an order:

1. Quantity: Ensure you order the correct amount for your needs.

2. Taste: Recipes may vary by manufacturer, and personal taste can change over time.

3. Color: Batch variations may cause slight color differences.

4. Brand Variance: Products from different brands may vary in texture, firmness, and taste.

5. Temperature Sensitivity: Protect temperature-sensitive items by purchasing additional foam insulation at checkout. We do not refund for items damaged by heat or cold (e.g., melting or frostbite).

6. Order Accuracy: Double-check your order before finalizing it to avoid unwanted items.

If we make an error in your order, we will take full responsibility. Please contact us within 10 business days of receipt to resolve the issue.

REFUSAL OF PACKAGE

If a package is refused, the customer will be charged for both the original and return shipping costs. These charges will be applied to the customer’s original payment method.

CANCELLATIONS

Due to our quick processing times, orders may be packed and shipped within minutes of being placed. Once a postage label is printed, the order cannot be canceled. To check if a postage label has been printed, contact us immediately after placing your order.

If cancellation is no longer possible, the order can still be returned following the return policy outlined above. Alternatively, you may refuse the package upon delivery.

INCORRECT SHIPPING ADDRESS

If an incorrect shipping address is provided, the following will apply:

1. If the package is returned in good condition: The customer will be charged for all shipping costs plus a 20% restocking fee.

2. If the package is returned damaged or lost: No refund will be issued.

3. If a shipment intercept/address correction is requested: The customer is responsible for any additional shipping fees.

INCORRECTLY ORDERED ITEMS

For incorrectly ordered items, the customer must return the product at their own expense. The item must be in the same condition as received. A 20% restocking fee may apply.

Shipping costs, in both directions, are non-refundable for customer errors. Customers are responsible for choosing a suitable return delivery method.

HOT WEATHER ISSUES

ViaCheff is not responsible for damages caused by extreme temperatures during transit. Claims for items damaged for other reasons must be submitted within 5 days of receipt as determined by tracking information. Claims submitted after this period will not be eligible for refunds or credits.

SPECIAL ORDERS

Special order products are non-returnable.

SEASONAL ORDERS

All seasonal merchandise, whether perishable or non-perishable, is non-returnable.

MISSING ITEMS

If an order is received with missing items, a claim must be submitted within 2 business days of receipt (as determined by tracking). We will verify the claim against the order and package weight and issue store credit if appropriate.

ORDERS WITH INCORRECT MERCHANDISE

If incorrect merchandise is received, we will resolve the issue promptly. For exchanges:

• We will ship the corrected item at the same shipping service level as the original purchase.

• If expedited delivery was selected, the cost of expedited shipping for the incorrect item will be refunded.

Note: Items with broken factory seals are not eligible for credit or return. Notification of incorrect merchandise must be made within 2 business days of receipt, as determined by tracking.

Thank you for shopping with ViaCheff! If you have any additional questions about our return policy, please contact us at contact@viacheff.com.