Last updated December 30, 2025

At VIOS, we are committed to ensuring the satisfaction of our customers. This Refund Policy outlines our protocols and procedures regarding refunds, ensuring a transparent and fair process for all our clients.

Please note that this policy applies to all purchases made through our website, https://www.viosoliveoil.com. We encourage our customers to read this policy thoroughly to understand their rights and our obligations. This will help facilitate a smooth and straightforward refund process, should the need arise.

We understand that every situation is unique, and we are dedicated to handling each case with the attention and care it deserves. If you have any questions or concerns about this policy, please do not hesitate to contact our customer support team at support@viosoliveoil.com for assistance.

RETURNS

No Returns Due to Food Safety

As olive oil is a food product, we cannot accept returns once the product has been delivered. This is to ensure the highest standards of food safety and hygiene for all our customers.

Refunds and Replacements

• Customers may request a refund or replacement within fourteen (14) days of delivery if the product is found to be:
  • Damaged upon delivery (e.g., leaking, broken, or compromised packaging).
  • Mislabeled or incorrect (e.g., a different product variant delivered than what was ordered).

How to Request a Refund/Replacement

• Please contact us at support@viosoliveoil.com within 14 days of receiving your order.
• Provide your order number, a brief description of the issue, and photographs of the product/packaging to help us process your request faster.
• Once your request is approved, we will inform you of the next steps.

Important Notes

• Products must be kept in their original packaging and condition until the claim is reviewed.
• We reserve the right to approve or deny refund/replacement requests if the issue does not fall under the conditions above.

Which items cannot be refunded/replaced?

In our commitment to customer satisfaction, we also need to set clear guidelines on when a refund may not be possible. The following are circumstances under which we cannot issue refunds:

• Late Request: Any request made after 14 days of delivery will not be eligible.
• Change of Mind: We cannot issue refunds or replacements if you simply change your mind after purchase. 
• Taste or Personal Preference: Refunds will not be provided if you are unsatisfied due to taste, aroma, or other subjective preferences.
• Incorrect Shipping Address: If the shipping address provided at checkout is incorrect or incomplete, we cannot offer a refund or replacement.
• Improper Storage: Refunds will not be issued for products damaged due to improper storage after delivery (e.g., exposure to heat, sunlight, or moisture).
• Free or Complimentary Products: Free items or promotional gifts cannot be refunded or replaced.

How long will it take for the refund process to complete?

We will make sure that the refund process is smooth and fast. As we receive your refund request, we will process your refund within 7 to 14 working days after a thorough inspection of your claim. If your claim is approved, the refund will be credited to your original payment method.

REPEATED REFUND REQUESTS

• We reserve the right to decline refund/replacement requests if a customer exhibits a pattern of repeated claims.
• In such cases, future orders may be deemed ineligible for refund or replacement. 

CANCELLATIONS

Immediate Order Processing and Cancellation Limitations

At VIOS, we aim to process and ship your orders as quickly as possible. Once an order has been shipped, it cannot be cancelled under any circumstances. We kindly ask our customers to review their orders carefully before completing the purchase.

If you need assistance before your order is shipped, please reach out to our customer support team promptly. We're here to help ensure your shopping experience is smooth and hassle-free.

Cancellation from our end

We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order. These situations include:

• Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you've placed an order. If this happens, we'll inform you as soon as possible and offer a full refund or suggest alternative options that might interest you.
• Non-compliance with Terms of Service: We uphold our Terms of Service and if an order doesn't align with these or with applicable laws, we reserve the right to cancel it.
• Suspicion of Fraudulent Activity: Your security is crucial to us. If we suspect any fraudulent activity or unauthorized use of payment information, we'll cancel the order to protect both you and our platform.

Should we need to cancel your order for any reason, we’ll reach out to you using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method you used for the purchase.

CHANGES TO THIS POLICY

VIOS reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the "Last updated" date at the top of this page.

QUESTIONS

If you have any questions concerning our refund policy, please contact us at: support@viosoliveoil.com.