Skip to navigation Skip to main content Skip to content
EN ▾
Your bag0

Finland Kylmä Co. · Finland

Refund and Returns Policy

Our Promise to You

At Kylmä Co., we are passionate about the purity and quality of our Finnish berries. Your satisfaction is our highest priority. We stand behind every product we sell and are committed to ensuring you have the best possible experience. If you have an issue with your order, please read our policy below and contact us. We are here to help.

General Policy

  • If your order arrives damaged or a product is faulty, please tell us as soon as you notice it. Your legal rights as a consumer always apply.
  • For unopened and sealed items you wish to return, you have 14 days from the date you receive the order to initiate a return, in line with EU consumer rights. You can also do this online: withdraw from contract here.

Health, Safety & Non-Returnable Items

For health and safety reasons, we cannot accept returns on food products that have been opened.

  • Opened Products: Once the seal on a pouch has been broken, the item is considered used and is not eligible for a return or refund, unless it is defective. This is to ensure the safety and integrity of all our products.

Damaged, Defective, or Incorrect Items? We’ll Make It Right.

We take the utmost care in packing your order. However, if your order arrives damaged, the product is defective (e.g., the seal was broken upon arrival), or you received the wrong item, please contact us immediately.

  • Our Solution: We will be happy to send you a free replacement of the item(s) or issue a full refund to your original payment method.
  • What We Need From You: To resolve the issue quickly, please email us at returns@kylmaco.com with:
    1. Your order number.
    2. A clear photo showing the damage, defect, or incorrect item.
  • In most cases, you will not need to physically return the damaged or incorrect item to us.

“Changed Your Mind?” – Returns for Unopened Items

If you have changed your mind and wish to return an item, we can accept returns under the following conditions:

  • Condition: The product must be unopened, unused, and in its original sealed packaging.
  • Timeframe: You must contact us to initiate the return within 14 days of receiving your order.
  • Return Shipping: You will be responsible for the cost of shipping the item back to us.
  • Refund Process: We refund the product price and the original standard shipping cost to your original method of payment within 14 days of the day you tell us about the return. We may wait until we have received the item or you have shown us that you sent it, whichever comes first.

How to Start a Return or Report an Issue

  1. Contact Us First: Please email our customer care team at returns@kylmaco.com. Do not send items back without contacting us first.
  2. Provide Details: In your email, include your order number, the reason for the return, and attach a photo if the item is damaged or incorrect.
  3. Follow Our Instructions: We will reply promptly with the next steps, including the return shipping address if applicable.

Refund Processing Time

Once a refund is approved and processed, a credit will automatically be applied to your original method of payment, typically within 5-10 business days. If you haven’t received your refund after this period, please first check with your bank or credit card company, as there can be processing delays on their end. If you still need assistance, please contact us.

Exchanges

We only replace items that are defective or damaged. To receive a replacement, please follow the process outlined in the “Damaged, Defective, or Incorrect Items” section above.

Need Help?

Your trust is important to us. If you have any questions about our returns policy, please don’t hesitate to contact us here.

Model withdrawal form

You can use this form to withdraw from your purchase, but you do not have to: any clear message to returns@kylmaco.com is enough.

(complete and return this form only if you wish to withdraw from the contract)

  • To Freshland Oy (Kylmä Co.), Liikkalankuja 4 B, 00950 Helsinki, Finland, returns@kylmaco.com:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.