VIA Return and Refund Policy

At VIA, we work with trusted vendors to help ensure you receive your orders in the best possible condition. If something is not right, you may be eligible for a return or refund under the guidelines below.

1. Eligibility for Refunds

You received damaged, spoiled, or expired products.
Items delivered were different from what you ordered or were missing.
Your order was not delivered or was cancelled by the vendor or driver. Fresh produce may be evaluated case by case.

2. How to Request a Refund

Open the VIA app and go to Your Orders.
Select the relevant order and choose Report an issue.
Describe the problem clearly and, if possible, upload photos that show the issue.
Submit your request. Our support team will review it and update you with the next steps.

3. Refund Approval

Refund approval may depend on vendor verification, the type of issue, proof provided, and the time passed since delivery. VIA or the vendor may contact you to request additional information.

4. Refund Method

Approved refunds may be issued as a refund to your original payment method or as wallet credit inside the Platform, where available. Refund timing may vary depending on your bank or payment provider.

5. Non Refundable Situations

Items were correct, in good condition, and matched the order.
Issues were reported after a long delay that makes it hard to verify the problem.
Product quality issues were caused by incorrect storage or handling by the customer.

Questions about our privacy policy?

Feel free to contact us if you have any concerns