Refund policy
Effective Date: August 1st, 2026
At Viafi Coffee Company, we stand behind the quality of everything we roast, brew, and sell. If something isn't right, we want to make it right.
Coffee Bags & Consumable Products
Because coffee is a perishable product, we do not accept returns on coffee bags or other consumable items. However, if you receive a damaged, defective, or incorrect order, please contact us within 7 days of delivery, and we will send a replacement or issue store credit, your choice.
Equipment & Merchandise
We accept returns on equipment and merchandise within 30 days of delivery, provided items are unused, in their original packaging, and in resalable condition. To initiate a return, email us at Info@ViafiCoffee.com with your order number and reason for return. Return shipping is the responsibility of the customer unless the item arrived damaged or defective.
Once we receive and inspect your return, we will process your refund to your original payment method within 5 to 7 business days.
Coffee Subscriptions
Subscription cancellations and refunds are governed by our Purchase Options Cancellation Policy (effective July 29, 2026), which is the authoritative document. In summary: ongoing subscriptions can be canceled at any time through your account, effective before the next billing cycle. Prepaid (fixed-length) plans run to the end of the paid term and are not refunded once billed; deliveries within a paid term can be paused, skipped, or rescheduled freely, and auto-renewal can be turned off at any time before the next term bills.
Coffee that arrives damaged or defective is replaced at no charge; contact Info@ViafiCoffee.com within 7 days of delivery.
Coffee Cart Catering Services
A $200.00 deposit is required to secure your event date and is applied to your final balance. The deposit is fully refundable if canceled 30 or more days before the event. Cancellations within 30 days of the event forfeit the deposit.
The remaining balance is due 30 days before the event. If the balance has been paid, refunds on that balance are based on calendar days from the event date:
15 or more days before the event: full refund of the balance paid.
8 to 14 days before: 50% refund of the balance paid, plus a credit worth 25% of the forfeited amount toward a future booking, valid 12 months.
1 to 7 days before: no refund, plus a credit worth 25% of the total paid toward a future booking, valid 12 months.
Day of the event: no refund. Credit considered case by case.
We would rather reschedule than cancel. Every booking includes one free reschedule with 72 hours notice, at no fee.
Custom and branded items are non-refundable once production begins. This covers custom printed cups once artwork is submitted, branded cart wraps once vinyl is in production, and designer coffee bags once labels are printed. These items are flagged on your quote and confirmed in writing before production starts.
Once the coffee cart has arrived on site, travel fees are non-refundable.
In the event of circumstances beyond reasonable control, including severe weather, natural disasters, government restrictions, or road closures, both parties will work in good faith to reschedule. If rescheduling is not possible, all payments will be refunded.
The full catering terms and conditions are set out in our catering service agreement.
How to Reach Us
For any returns, refunds, or order issues, email us at Info@ViafiCoffee.com with your order number, and we'll get back to you within 1 to 2 business days.