Cancellation, Returns & Refund Policy
This policy explains how cancellations, returns and refunds work for orders placed on Valley Rush, operated by Valley Rush Private Limited. It forms part of our Terms of Use.
1. Cancelling an order
Before the order is out for delivery you can cancel it free of charge from Orders → select the order → Cancel order. This works while the order is Placed, Confirmed or Packed.
After the order is out for delivery it can no longer be cancelled in the app, because the delivery partner is already on the way. You may refuse the delivery at the door if the package is visibly damaged or tampered with; we will then process a refund as described below.
Cancellation by the Seller or by us. An order may be cancelled by the Seller (for example, if an item is out of stock or the shop is closed) or by Valley Rush (for example, for suspected fraud, an incorrect price or an undeliverable address). You will be notified immediately and receive a full refund of any amount paid.
Unpaid online orders. If you choose online payment but do not complete it, the order is automatically cancelled after 30 minutes and the items are released.
2. Returns
You may request a return within 48 hours of delivery (or the period shown on the product page, if different) when:
- the product delivered is damaged, defective, expired or spoiled;
- the product is different from what you ordered (wrong item, size, colour or quantity);
- items are missing from the order.
To request a return, go to Orders → select the order → Help → Return or Report an issue, and attach photos of the product and packaging. The Seller and our support team review requests within 48 hours; we may arrange a pickup or ask you to keep the item where a pickup is not practical.
Not returnable (unless damaged, defective or wrong): perishable goods such as dairy, fruits, vegetables, bakery and frozen items once accepted at the door; personal care, innerwear and hygiene products once opened; products marked "non-returnable" on the product page; and items damaged through misuse after delivery.
Change-of-mind returns are accepted only where the product page says so, in unused condition with original packaging, tags and accessories.
3. Refunds
| Situation | Refund amount | Refunded to |
|---|---|---|
| You cancel before dispatch | Full order amount | Original payment method |
| Seller or Valley Rush cancels | Full order amount | Original payment method |
| Approved return or missing item | Value of affected items (plus delivery fee if the whole order is affected) | Original payment method |
| COD order, approved return | Value of affected items | Your bank account or UPI ID shared with support |
Timelines. Once a refund is approved, we initiate it within 24 hours. Banks and payment providers usually credit it within:
- UPI: 1–3 working days
- Debit and credit cards: 5–7 working days
- Net banking and wallets: 3–7 working days
You can see the refund status in the order details. If you have not received it within these times, contact Help & Support with the order number and we will share the bank reference (RRN/ARN).
Coupon discounts are not refunded as cash; the refund reflects what you actually paid. Delivery fees are refunded when the whole order is cancelled or returned for a reason that is not your fault.
4. Cash on Delivery
COD orders that are cancelled before delivery need no refund. If you refuse a COD order without a valid reason (damage, wrong item or tampering) repeatedly, we may disable COD for your account.
5. Contact
Help & Support in the app · support@valleyrush.shop · — (9:00 AM – 9:00 PM, all days)
If you are not satisfied with our response, you can escalate to our Grievance Officer as set out in our Grievance Redressal policy.