Refund policy
Return and Refund Policy
At Viora Creamery, every order is made with care and handled as a fresh, perishable food product. Because our yogurt is chilled and food safety is very important, we are unable to accept returns once an order has been picked up, delivered, opened, or removed from proper refrigeration.
Returns
Due to the perishable nature of our products, all yogurt, yogurt bowls, single jars, 6-pack boxes, and food items are final sale and cannot be returned.
We do not accept returns for:
- Change of mind
- Taste preference
- Incorrect flavor selection by the customer
- Missed pickup window
- Products not stored properly after pickup or delivery
- Opened or partially consumed products
Refunds or Replacements
We want every customer to have a great experience with Viora Creamery. If there is an issue with your order, please contact us within 24 hours of pickup or delivery at:
Please include:
- Your order number
- A clear description of the issue
- Photos of the product, packaging, and receipt if applicable
We may offer a refund, replacement, or store credit if your order was:
- Damaged before pickup or delivery
- Incorrect due to our mistake
- Missing an item
- Spoiled or unsafe at the time you received it
Refunds, replacements, or store credits are reviewed case by case and are not guaranteed without proof of the issue.
Preorders and Cancellations
Preorders are prepared fresh based on the selected pickup date and quantity. Because ingredients and packaging are prepared in advance, preorder cancellations must be requested at least 24 hours before your scheduled pickup time.
Orders cancelled less than 24 hours before pickup may not be eligible for a refund.
Pickup Orders
Customers are responsible for picking up their orders during the selected pickup window. If you miss your pickup window, please contact us as soon as possible.
Because our products are perishable, missed pickup orders may not be refunded. We may offer a one-time reschedule or store credit when possible, but this is not guaranteed.
Subscription Orders
Subscription orders can be modified, skipped, or cancelled before the next order is processed. Once a subscription order has been prepared, fulfilled, or delivered, it cannot be cancelled or refunded unless there is an issue caused by Viora Creamery.
Free Jar Promotions
Free jar promotions, samples, bonus items, and complimentary products have no cash value and cannot be refunded, exchanged, or replaced unless they were damaged or incorrect due to our mistake.
Jar Deposit or Return Program
If a jar return or deposit program is offered, refunds or credits may only apply to eligible jars returned clean, empty, and undamaged. Broken, missing, or heavily damaged jars may not qualify for deposit credit.
Refund Processing
Approved refunds will be issued back to the original payment method when possible. Processing times may vary depending on your bank or payment provider.
Contact Us
For any order issue, please contact us within 24 hours:
Viora Creamery
Email: info@vioracreamery.com
We appreciate your understanding and support as we prepare fresh, premium Vietnamese-style yogurt with care.
