Refund policy

VialHaus Cold

60 days from delivery, any reason, including if you have used it. Email hello@vialhaus.com with your order number and we send you a prepaid return label. Refund to the original payment method within 5 business days of the unit reaching us.

If it stops cooling within 60 days of delivery, we replace it. Send a short video and we ship the replacement; no return needed. With the 2-year cover (the $12.99 option at checkout) that replacement promise runs two years from delivery.

Cases and cold packs

30 days from delivery, unused and in the original packaging, any reason. Email us with your order number for the return address. Return shipping is paid by you unless the item was damaged or wrong.

Damaged or wrong item: send a photo within 48 hours of delivery and we ship a replacement free, no return needed. Smell guarantee on cases: if a case has a noticeable chemical smell after airing for 10 minutes, we replace it.

Refunds

Refunds go back to the original payment method within 5 business days of the item reaching us.