Returns, Refunds & Order Cancellation Policy

Our customer support team is available Monday to Friday, 9:00 AM to 5:00 PM IST.

For any questions regarding returns, refunds, exchanges, or order modifications, please contact us:

Email: support@velvetvalley.in
Customer Care / WhatsApp: +91 90331 90162

Order Cancellation & Modification

Customers may request order cancellation, modification, or address changes within 24 hours of placing the order, provided the order has not been dispatched.

To request a cancellation or modification, please contact us via email or WhatsApp with your order details.

If the order is successfully cancelled before dispatch, any payment received will be refunded to the original payment method within 5–7 working days.

Returns & Refunds

Due to the nature of food products, all delivered orders are non-returnable and non-refundable.

We do not accept returns or provide refunds for products that have been delivered successfully.

Damaged, Incorrect or Missing Products

If you receive:

• A damaged product

• An incorrect product

• A missing item in your order

Please notify us within 48 hours of delivery.

To investigate your claim, please provide:

• A complete unboxing video starting from the sealed package

• Clear photographs of the outer packaging

• The shipping label

• The product received

• Images clearly showing the issue or damage

Please send the required evidence to:

Email: support@velvetvalley.in
WhatsApp: +91 90331 90162

Claims submitted without proper images and an unboxing video may not be eligible for review.

After verification, Velvet Valley Coffee may offer a replacement, store credit, or other suitable resolution at its sole discretion.

Wrong Product Ordered by Customer

If you have accidentally ordered the wrong product, please contact us within 24 hours of placing the order.

If the order has not yet been dispatched, we will make reasonable efforts to modify the order or process a cancellation and refund.

Once an order has been dispatched or delivered, changes, returns, exchanges, or refunds for incorrectly ordered products will not be possible.

Refund Processing

Approved refunds, where applicable, will be processed to the original payment method within 5–7 working days after approval.