At Valley Resort, we are committed to delivering fresh, high-quality products. Since most of our products are perishable food items, we have implemented a clear return and exchange policy to protect both our customers and our store from misuse.
1. Cases Eligible for Return or Exchange
You may request a return or exchange only in the following cases:
The product arrived damaged or not suitable for consumption (e.g., spoiled fruit or severely damaged packaging affecting the product).
There was a fulfillment error on our side (wrong product delivered, incorrect quantity, etc.).
The product had a clear defect in quality that does not meet our sales standards.
2. Cases Not Eligible for Return or Exchange
To maintain product quality and safety, returns and exchanges are not accepted in the following cases:
If the product was received in good condition and no issue was reported within 24 hours of delivery.
If the reason is simply a change of mind or the customer no longer wants the product after receiving it.
If the product has been opened, used, or stored incorrectly by the customer.
If too much time has passed after delivery and the product spoiled due to improper storage or expiration.
Products sold under special promotions or discounts are not eligible for return/exchange unless defective or damaged.
3. How to Submit a Request
Customers must contact us within 24 hours of receiving the order via email or our customer service hotline.
Requests must include clear photos or videos showing the issue with the product.
Our customer service team will review the request within 3 business days and respond with approval or rejection, along with an explanation.
4. Refund or Replacement Process
If the request is approved:
Replacement: A new product of the same type, quantity, and quality will be delivered at no extra cost.
Refund: A refund will be issued using the original payment method (Mada, Visa, Bank Transfer, etc.) within 7 business days of approval.
For orders using promotions or discount codes, only the actual paid amount will be refunded (promotions are non-refundable).
5. Additional Terms
The store reserves the right to reject any return or exchange request that does not meet the above conditions.
The store is not responsible for delays in receiving the order or improper storage after delivery.
If the customer provided incorrect contact or delivery details that caused delays or damage, the store will not be liable for return or exchange.
The store reserves the right to update or amend this policy at any time, and updates will be published on this page.