Policies - Luggage

On this page you will find important information about our policies pertaining to luggage. If there is a specific section which you are looking for click the links below for quick navigation, else, scroll down.

Shipping policy


  • How long does it take to process the order?
    • Orders are processed within 1-2 working days. For back ordered items, we will get in touch with you by phone/email to give you the expected delivery date.
  • How do I track my order status?
    • You will be notified through email once the order has been dispatched. You can then track your order using the AWB number on our logistics partners’ websites.
  • What is the estimated delivery time?
    • The standard delivery time is 5-7 working days via air/surface through our logistics partners. However, it may take longer due to the prevailing circumstances, for e.g., the current pandemic. In case you are in a hurry, call us or send us an email at info@viaterragear.com or call us (+91 253 403 4742) during business hours (10:00 to 18:00, Sunday to Friday) for expected delivery timelines to your area.
  • What should I do if the shipment is damaged?
    • If you receive a damaged shipment with missing items, please do not accept the package and contact us immediately to report the issue. Take pictures of the consignment, make a note of the damage and/or missing items on the AWB/paper, and get the delivery person to sign off on the same. This is necessary to raise a request for replacement/reimbursement from the logistics partner. Once we receive the pictures, and the scan of the signed AWB/paper mentioning the damage and/or missing items, we will dispatch the replacement to you and settle the claim directly with our logistics partner.
  • What should I do if I receive the wrong product?
    • In case you received the wrong product or an item that you did not order for, please email at info@viaterragear.com or call us (+91 253 403 4742) during business hours (10:00 to 18:00, Sunday to Friday) and we will arrange a pickup through our logistics partners. Your replacement shipment will be on its way as soon as possible.

Please note that our policies might change. We will have the latest policy on our website, and we request you to refer to the same.

Product returns & exchanges


  • Product in unused, unaltered, undamaged, in re-saleable condition with all original tags attached and in the original packaging.
  • In case of apparel, Returns & Exchanges are only applicable if body measurements as per our size chart are shared with us before order dispatch.
  • Returns & Exchanges will only be entertained if the same is communicated to us over email or call within the stipulated time period
  • Only ViaTerra products that are purchased directly from ViaTerra gear website.
  • For dealer purchases, please check with the respective dealer for their return & exchange policies.
  • To and Fro shipping charges.
  • Items sold under discounts or promotional deals.
  • Products that are customized for you.
  • Within 3 days from date of delivery


  • Send us an email at info@viaterragear.com within 3 days from date of delivery. In the email, mention whether you would like to go for an exchange or a refund along with reason for the same.
  • In case you wish to go for an exchange mention the product and the variant you would like to exchange for.
  • We will send you the return shipping details and you will need to ship the product at your cost.
  • We suggest that you use a reputable courier to reduce chances of transit damage.
  • We will not assume title of the products till they are received by us.
  • Once received, we will verify the products are received in unused, unaltered, undamaged, in re-saleable condition with all original tags attached and in original packaging.
  • Once verified you will be intimated over email typically within 3 working days from receipt of the returned products.
  • Should you choose a refund, the money will be credited using the same method of payment used by you within 7 working days from verification email being sent by us.
  • Should you choose an exchange, the replacement product will be shipped out to you within 7 working days from verification email being sent by us. If cost of replacement product is more than original product, you will need to make a payment for the difference.
  • If the cost of replacement product is less than original product, the difference will be credited using the same method of payment within 7 working days. 



  • Only purchases made from our website or from our authorized dealers will be considered. Tax invoice with date showing proof of purchase from an authorized dealer or order number for website purchases.
  • We treat all our customer claims in a professional and fair manner. Once the issue is highlighted to us, we will determine whether it falls under manufacturing/ material defects or not.
  • Please note that our policies may change periodically at our discretion. We recommend you check our website to stay up-to-date with our policies.
  • Manufacturing or material defects.
  • Only ViaTerra products.
  • For third party products that are being sold on our website and offered under warranty, the warranty lies with said party and ViaTerra can only assist with the process.
  • Damage caused due to or resulting from: Regular wear and tear, failure to comply with usage and fitment instructions, improper mounting, improper use, improper care, neglect, unauthorized repairs, customizations to original product, modifications to original product and crashes.
  • Fabrics fading, plastic fittings degradation – these depend on environmental factors including exposure to moisture, sunlight/UV etc.
  • Zippers getting stuck due to dirt – we recommend periodical cleaning and lubrication of zippers to ensure longer life.
  • Incidental or consequential loss to personal property.
  • Damage caused to Plastic snap buttons.
  • For hard parts, minor scratches, nicks and anodizing marks which occur during regular manufacturing process.
  • The warranty is valid up to 6 months from the date of purchase and claims should be reported within 6 months from date of purchase.
  • For third party products, this varies depending on the manufacturer. More details can be found on the product pages.


  • Send us an email at info@viaterragear.com with a detailed explanation of the issue you are facing. Attach supporting images showing the issue faced and product mounting from multiple angles and zoom lengths.
  • We will review the information and decide whether the issue highlighted is covered under warranty or not
  • If covered under warranty, we will arrange for courier pick up. You will need to pack & affix courier labels as provided by us and keep it ready to collect. If the pincode is not serviceable through our courier partner, we will intimate you. In this case, you need to ship the product to us via a local courier and we will reimburse upto Rs 200 as in-store credit for your next purchase valid for a 12 month period.
  • If we determine that the product is not covered under warranty, we do offer to repair products at a fair cost if possible to do so. Please read through our repair policy page for more information.
  • You will receive a confirmation on your warranty claim and either Repair or Replacement (at our discretion) will be provided to you.
  • There will be no money refund.

repair policy

On ViaTerra and Cycliste products only. Repairs due to normal wear and tear or accidents will be done at a reasonable charge. Send us an email with pictures so we can determine if the bag can be repaired or not. If it can be repaired, you can send the product to us for a proper inspection to get a quote for the repair. If the charges are acceptable to you, we will proceed with the repair and try to get the bag back to you as soon as possible. The whole process typically takes about 15 days, but could be longer during peak season. The shipment costs have to be borne by you.