Refund, Replacement & Resolution Policy

Effective Date: 15th October 2026

Version: 1.1

At Valley Origin, we are committed to delivering premium-quality food and consumable products sourced and curated with care. Customer satisfaction and product integrity are of utmost importance to us. This Refund, Replacement & Resolution Policy outlines the circumstances under which requests for refunds, replacements, or other resolutions may be considered.

1. Scope

This policy applies to all products sold by Valley Origin, including but not limited to dry fruits, nuts, gift boxes, corporate hampers, and any other food or consumable products offered through our website or associated sales channels.

2. Order Cancellations and No Physical Returns

Cancellations. An order can be cancelled only if it has not yet been shipped (dispatched). Once an order has been shipped, it can no longer be cancelled. If you cancel a paid order before it is shipped, the amount is refunded to your original mode of payment within 4–7 business days of approval. To cancel, write to hello@valleyorigin.in or call +91 95412 92447 as soon as possible.

Refused or unaccepted deliveries. Refusing or not accepting a delivery does not entitle the customer to a refund. A refund is considered only where the order genuinely does not reach the customer, or where a claim is eligible under Section 5 of this policy.

No physical returns.

Due to the perishable nature of food and consumable products, and in the interest of maintaining hygiene, safety, and quality standards, Valley Origin does not accept physical returns of products.

Customers should not return any product unless expressly instructed to do so by Valley Origin.

3. Reporting an Issue

If you believe there is an issue with your order, you must notify us within 72 hours of delivery.

Claims submitted after this period may not be eligible for review or resolution.

All claims must be submitted to:

Email: hello@valleyorigin.in
Phone: +91 95412 92447

4. Supporting Evidence

To evaluate a claim, Valley Origin may request supporting documentation, including but not limited to:

• Photographs of the product

• Photographs of the packaging

• Product labels and batch details

• Videos or unboxing recordings

• Proof of delivery

• Any other information reasonably required to assess the claim

Failure to provide sufficient supporting evidence may result in the claim being denied.

5. Eligible Claims

Claims may be considered in circumstances including, but not limited to:

• Product received in a damaged condition

• Incorrect product received

• Missing item(s) from an order

• Product quality concerns

• Product contamination

• Packaging defects affecting product integrity

• Material discrepancies between the product ordered and the product received

All claims are subject to review and verification by Valley Origin.

6. Resolution Options

Upon review of an eligible claim, Valley Origin may, at its sole discretion, offer one or more of the following remedies:

• Replacement of the affected product

• Store credit for future purchases

• Partial refund

• Full refund

• Any other reasonable resolution deemed appropriate under the circumstances

The method of resolution will depend on the nature of the claim and the supporting evidence provided. In case of Replacement, it will be done under the standard delivery timeline under our shipping policy. In case of Refunds, once approved, they will be processed and credited within 4–7 business days to the original mode of payment. In case of Store Credits, that will be processed within 7 working days and can be used within 6 calendar months.

7. Non-Eligible Claims

The following situations are generally not eligible for refunds, replacements, or credits:

• Change of mind after purchase

• Personal taste preferences

• Orders placed in error by the customer

• Incorrect shipping information provided by the customer

• Failure to properly store products after delivery

• Product deterioration resulting from customer handling or storage conditions

• Claims submitted after the reporting period

• Minor variations in color, texture, appearance, or packaging that do not affect product quality or safety

• Delays caused by shipping carriers, customs authorities, weather conditions, or circumstances beyond Valley Origin's reasonable control

8. International Orders

Valley Origin may offer international shipping to selected destinations.

Customers are solely responsible for:

• Import duties

• Customs charges

• Local taxes

• Regulatory fees

• Any other charges imposed by the destination country

Valley Origin shall not be responsible for delays, inspections, holds, refusals, or additional costs imposed by customs authorities or government agencies.

9. Fraud Prevention and Claim Verification

Valley Origin reserves the right to investigate all claims before approving any resolution.

Claims may be denied where:

• Insufficient evidence is provided

• Information supplied is inaccurate or misleading

• Abuse of the policy is reasonably suspected

• Fraudulent activity is identified

• The claim does not satisfy the requirements of this policy

10. Limitation of Liability

To the fullest extent permitted by applicable law, Valley Origin's total liability arising from any order, product, claim, or dispute shall be limited to the purchase price paid for the affected product(s).

Valley Origin shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of profits, loss of business opportunities, or other economic losses.

11. Force Majeure

Valley Origin shall not be held liable for any delay, failure, interruption, or inability to perform its obligations arising from events beyond its reasonable control, including but not limited to:

• Natural disasters

• Floods

• Snowstorms

• Fires

• Pandemics

• Government actions

• Border restrictions

• Transportation disruptions

• Telecommunications failures

• Labor disputes

• Customs delays

• Acts of war, terrorism, or civil unrest

12. Goodwill Resolutions

Nothing in this policy shall prevent Valley Origin from providing goodwill replacements, credits, refunds, or other accommodations at its sole discretion, even where a customer may not otherwise qualify under this policy.

Such accommodations shall not create any ongoing obligation or precedent.

13. Policy Updates

Valley Origin reserves the right to modify, update, or replace this policy at any time without prior notice.

Any revised version shall become effective immediately upon publication on the website.

14. Governing Law and Jurisdiction

This policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising out of or relating to this policy, any order, or any transaction with Valley Origin shall be subject to the exclusive jurisdiction of the courts located in Srinagar, Jammu & Kashmir, India.

15. Contact Information

Prime Valley Enterprises
2/246, Batwara
Srinagar, Jammu & Kashmir – 190004
India

Email: hello@valleyorigin.in
Phone: +91 95412 92447