Returning or exchanging products is free and fast!
All our products have a 14-day exchange and return policy!
It is important to us that you are satisfied with the products you have ordered. We want to make sure you are satisfied with both the quality and appearance of the products. If the product does not meet your expectations, you can return it to us free of charge.
If you want to exchange the product, please return it with the form that came with your order, and place an order for the new product in our online store. This way we can guarantee fast and smooth return processing and delivery.
Here's how to make a free customer return:
1. Fill out the return form on the back of the receipt that came with your order and include it with the products to be returned.
2. Write our return ID on the package: 9534671 and take the package to the Matkahuolto office, and keep the return receipt
3. Take your well-packaged return to the Matkahuolto office of your choice.
4. Keep the receipt for the return until you have been notified by us that we have processed your return. The receipt will contain a customer return tracking code, which you may need if the return does not arrive to us within the normal delivery time.
After we process your return, we will automatically refund you using the payment method you selected for your order. *
* S-Bank, Ålandsbanken and Danske Bank: After processing the return, you will receive an e-mail asking for your account number for the return.
Please note that a refund is only valid if the product is intact (unless it has been defective upon arrival) and has no traces of use. For example, if the products contain pet hair, we cannot accept a refund. Likewise, strong fragrances and other possible traces of use will result in rejection of the return. Any modifications made to the product will also void the right to return. If you wish to make a complaint due to an error in the product, the product must be unmodified.
We will not reimburse any additional costs incurred for home delivery, but will be deducted from the amount to be refunded.
We strive to process all exchanges and returns as quickly as possible and will always send an email to the customer once the return has been processed. If you have not received a refund 3 weeks after your return, please contact our customer service.Outlet products are not returnable for a refund unless the product is damaged or the wrong item was received.
Please note that failure to collect or refuse to accept a package does not constitute a refund. If the customer does not pick up the package, we are entitled to charge the customer a handling fee of EUR 30,00. Expenses will be deducted from the refundable amount of the order.
For uncollected orders, we charge EUR 30,00 which corresponds to the actual cost of delivery and other additional costs.
When preparing to return a product, please ensure that all accessories such as packing bag, little hearts and other free gifts also come with the return. If not all of the above are returned, Mama Polka reserves the right to deduct the value of the side dishes from the return.