Return Policy

Return Policy

Version 1.0
This Online Return Policy was last updated on April 05, 2023.

This Online Return Policy is entered into by and between You and Via Inc., hereafter referred to as “we”, “us”, “our”). This Online Return Policy is subject to our Terms of Sale. Via Inc. is using and operating the website under license from Aeris GmbH. All orders are accepted and fulfilled solely by Via Inc. for its own account.

We are committed to providing our customers with high-quality products. We understand that sometimes a product may not meet your expectations, and that is why we have created this Online Return Policy to help facilitate returns and exchanges. Via Inc., offers to exchange or return your product for a refund within 30 days of receipt of your online order, subject to the following terms and conditions.

Conditions to Process Your Return

Please note the following conditions of your return:

  • We can exchange or give you a full refund for the product(s) returned, less the cost of return shipping fees deducted from of the original payment.
  • You are responsible for all the costs of return shipping.
  • If you choose to return the goods regardless of the situation, you will have the risk and liability for damage to the goods during transport when returning until we have taken physical possession of the goods.
  • Opened boxed item(s) may be considered by us, at our sole discretion, for a refund if the products are returned to us in their original condition & with all original packaging (for example, plastic bags containing the product(s)).
  • If the returned goods are not substantially in the same condition (quality and quantity) as originally delivered by us, an amount equivalent of the diminished value of the product will be deducted from the refund amount.
  • Refunds are processed in the same manner as the original payment method. We will not refund any amounts to a different payment method.

Initiating a Return

Authorization for return must be requested from and be approved by our Customer Care team prior to the return of the merchandise.

To request authorization, contact Customer Care by phone at 877-223-9001 or by email

What is Needed to Process Your Return

The following is needed to process your return:

  • Your original order number;
  • Photos of damaged boxes are required if requesting a warranty claim;
  • Products must be returned and received in new condition in our original packaging;

Shipping label must clearly state the return material authorization number received from our Customer Care team.

Time to Process Your Return

Please allow a minimum of seven (7) days for us to process returned products after they are received and a minimum of two billing cycles for refunds to be processed by our credit card processor, less the return shipping fees. Note, delays in providing the above “What is Needed to Process Your Return” information & meeting those conditions, will be subject to additional processing time and may delay crediting your account.

Changes or Cancellations

We pride ourselves on tailoring our products for each individual and having a large selection of options. In addition, we strive to get items to our clients as quickly as possible. Therefore, the window for changing or cancelling an order before it is shipped is very short. All change or cancellation requests for orders placed on, with an affiliated account or with an authorized sales representative, are subject to a cancellation or change fee. This fee will never exceed the original purchase amount.

Once an order is placed we do our best to accommodate changes requested within twenty-four (24) hours. This includes address and specification changes. Almost all of our orders ship out within 1-2 business days.

To request a change or cancellation, contact Customer Care by phone at 877-223-9001 or by email

Changes to This Policy

We may revise and update this policy from time to time at our sole discretion. All changes are effective immediately when we post them. If changes are material to this policy, we may notify you before these amendments enter into force. Your continued use of the site means you accept and agree to any modifications to this policy.

Contact Us

For any questions, please contact us at

This Online Return Policy was last updated on April 05, 2023.