Return Policy
Return Policy
Last updated: [12/14/25]
At ViaWell, we want every customer to feel confident when shopping with us. As a multi-vendor marketplace, returns are processed in partnership with the individual vendor, following the guidelines below. Our goal is to make returns simple, fair, and transparent while upholding our non-toxic product standards.
1. Return Authorization Required
All returns must be approved before any items are sent back.
To request a return, please contact us at support@shopviawell.com and include your order number and reason for the return. If your return is approved, we will provide instructions on how and where to send the item.
Returns sent without prior approval may not be eligible for a refund, and return shipping costs will not be reimbursed.
2. Return Eligibility (30 Days)
Most items can be returned within 30 days of delivery. To qualify, products must be:
unused
in like-new condition
with all original packaging or components included
Note:
This does not mean the item must be sealed — only wellness and personal-care items require unopened packaging (see Section 3).
3. Non-Returnable Items (For Health & Safety Reasons)
Personal-care and consumable wellness items can only be returned if they are unopened and sealed. This includes:
Skincare
Soaps, lotions, oils, balms
Deodorants
Supplements
Other personal-care items, etc.
Opened or used items in these categories cannot be returned unless they arrive damaged or defective.
4. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, it is always eligible for a refund or replacement.
Please contact us within 48 hours of delivery and include:
Photos of the damage or defect
Your order number
A description of the issue
We will resolve the matter quickly with the vendor.
5. How to Start a Return
To initiate a return, please email us at support@shopviawell.com with:
Your full name
Order number
The item you’d like to return
The reason for the return
Photos (required for damaged or defective items)
We will guide you through the return steps and provide any required instructions or labels.
6. Return Shipping Costs
ViaWell or the vendor covers return shipping when:
The item is damaged
The item is defective
The wrong item was shipped
The product listing contained inaccurate information
The customer covers return shipping when:
The return is due to preference
The wrong item was ordered
The customer no longer wants the item
The product is eligible but not damaged or defective
Shipping responsibility is confirmed during the return process.
7. Refund Processing
Once the vendor receives and inspects the returned item, a refund will be issued to your original payment method.
Refund timeline:
3–5 business days after approval (processing time may vary by bank).
Shipping fees (if any) are non-refundable unless the return is due to vendor error, damage, or defect.
8. Exchanges
ViaWell does not currently offer direct exchanges.
If you want a different item, please submit a return request (if eligible) and place a new order for the desired product.
9. Final Sale Items
Products marked as Final Sale are not eligible for return unless they arrive damaged or defective.
10. Vendor Responsibilities
All ViaWell vendors are required to follow this return policy, including:
Honoring eligible returns
Providing refunds or replacements for damaged or defective products
Responding to return requests in a timely manner
This ensures a consistent and trustworthy experience across the marketplace.
11. Contact Us
If you have questions about returns or need additional assistance, please contact our customer support team at:
We’re here to help.