Grievance Redressal
Valley Rush Private Limited, which operates Valley Rush, has a grievance redressal mechanism in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.
1. Raise it with Help & Support first
Most issues — a missing item, a refund, a delivery problem — are fastest to solve through Help & Support in the app (Account → Help & Support), where you can create a ticket linked to your order and chat with our team.
- Email: support@valleyrush.shop
- Phone: — (9:00 AM – 9:00 PM, all days)
2. Escalate to the Grievance Officer
If your complaint is not resolved, or concerns content on the Platform, misuse of personal data or a breach of our policies, contact our Grievance Officer:
—
Grievance Officer, Valley Rush Private Limited
Srinagar, Jammu and Kashmir, India
Email: grievance@valleyrush.shop
Phone: —
Please include your registered mobile number or email, the order number (if any), a description of the issue and any supporting screenshots or photos.
3. Our commitment
- We acknowledge every complaint within 48 hours and give you a ticket or reference number.
- We resolve complaints within one month of receipt, and sooner wherever possible.
- Requests to remove content that is unlawful under Rule 3(1)(b) of the IT Rules, 2021 are acted on within the timelines set by those rules.
4. Further remedies
If you are not satisfied with the resolution, you may approach the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in), file a complaint on the e-Daakhil portal of the consumer commissions, or — for personal data matters — complain to the Data Protection Board of India.
5. Seller information
For any product, you can ask Help & Support for the Seller's name, address and contact details. Sellers on Valley Rush are verified through KYC before they can sell.