Return & Replacement Policy

Returns, Refunds, Cancellations, and Exchanges

What We'll Do as a Team:

Step 1

Raise a replacement request within 4 days from the date of delivery, if you have received the wrong, damaged, or expired product(s).
Please raise a request here with the order and contact details (customercare2@buyindusvalley.com), (help@indus-valley.com).
You can also raise a request with us using the Chat option. (9717123456)
In case of damaged/ missing product(s), raise a replacement request within 2 days from the date of delivery.

Step 2 – Return

> If you experience any leakage or damage to the product during the delivery process, please send us an email (customercare2@buyindusvalley.com), (help@indus-valley.com) within 48 hours of the delivery date, including the necessary details. We will replace any product that is returned in its original packaging, in a saleable condition, and can be verified as damaged or faulty.

To request an exchange or refund for the product, please contact us within 48 hours of receiving it by sending an email to (customercare2@buyindusvalley.com), (help@indus-valley.com) Kindly include the following information in your email:

  • Order Number.
  • Details of your request or complaint.
  • Images or unboxing videos to support the complaint with Batch details clearly visible as below, without which we cannot process the request.
  • If the product you received is not sealed, leaking, or broken, we kindly request you provide clear images or unboxing videos of the non-sealed, leaking, or broken products.
  • If you have received an empty product, a product with less volume, a product missing from the package, or an incorrect product, we kindly request you provide clear images or unboxing videos of the empty, faulty, or missing product.
  • Once all the details are received, it would take our team 3 working days to respond to your complaint, query, or issue. If an exchange is approved for your complaint, you will be notified accordingly, and arrangements will be made for the product to be picked up for product replacement, once your request is approved.
  • Once our warehouse team receives the package, the processing of the exchange order will be completed within 24 hours. You will be notified of the new consignment tracking details at that time.
Step 3 – Exchange Request
  • After reviewing your exchange request, we will send our courier partner to pick up the products. The customer will be responsible for paying the pickup charges to return the items to us.
  • In case our reverse pick-up service is not available at your location, you will need to self-ship the product via any reliable courier partner. The customer will have to bear shipping costs for sending the product back to us.
  • After receiving your product(s), we will verify its packaging/condition, and your order will be replaced accordingly. Please note that replacement will depend upon stock availability.
When Can I Replace My Product?
  • Wrong product delivered
  • Expired product delivered
  • Damaged product delivered – Physical damage/ tampered product or packaging
  • Incomplete order – missing products
In Which Conditions Will Return or Replacement Requests Not be Accepted?
  • Opened/ used/ altered products.
  • Original packaging missing.
  • The replacement request is generated after 4 days from the date of delivery.
  • The damaged/ missing product is reported after 2 days from the date of delivery.
How are Returns and Refunds Processed?
  • Our Exchange/Returns Policy does not cover damages caused by improper usage or wrong application. Exchanges for products resulting in allergic or skin reactions are not applicable. Exchanges based on personal dislikes such as the product's fragrance or colour, without any proof of quality issues with the product itself, are also not applicable.
  • We will not accept any refund request for prepaid orders once the product has been shipped from our end.
  • To request a refund for your order, please contact us via email (customercare2@buyindusvalley.com), (help@indus-valley.com) or chat (9717123456) within 24 hours of placing the order. Once your cancellation request is approved, the refund will be processed and you can expect it to reflect in your account within 5 to 7 working days.
Can I Cancel My Order?
  • You can cancel your order within 2 hours of placing the order. Cancellation requests will not be accepted after 2 hours.
  • You can also drop a message on Whatsapp at +91 9717123456 & contact us through email at customercare2@buyindusvalley.com , help@indus-valley.com with reasons for the cancellation within 2 hours after the order.
    For COD Cancellations After Shipping
  • To cancel your order after it has been shipped from our end, please email our team (customercare2@buyindusvalley.com), (help@indus-valley.com) and do not accept the delivery of the order. Once the shipment returns to us, your order will be canceled.

    For Prepaid Cancellations After Shipping
  • We will not accept any cancellation request once the product has been shipped from our end.

    "Please note that orders made from the Indus Valley website are cancellable and you will have to send us an email at customercare2@buyindusvalley.com, help@indus-valley.comwith reasons for the cancellation within 24 hours after the order."
Is It Possible to Cancel or Replace a Specific Item in My Order?
  • For Replacement Request - The window is valid till 10:00 AM the next working day. Any request post that will not be considered.
  • For Cancellation - The window is valid till 10:00 AM the next working day. Any request post that will not be considered.
  • Products once dispatched cannot be modified, replaced or cancelled.
What is the Process For Receiving a Refund For a Product that has Been Canceled?
  • If the order was prepaid, the refunded amount will be credited back to the same bank account, credit, or debit card used for payment within 5 to 7 working days.