Returns & refunds

Every Malla bag is handmade with care, and we hope you'll love yours for years to come. We encourage thoughtful shopping whenever possible, as returns have an environmental footprint. If you have any questions about a bag, its style, colour, size or other product details before placing your order, we are always happy to help.

If you purchase a bag from our online store and change your mind, you have the statutory right to withdraw from your purchase within 14 days, as described below.

This policy applies to purchases made through our online store by consumers in Finland and other EU Member States.

Right of withdrawal

Under applicable EU consumer law, you have the right to withdraw from your purchase within 14 days.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the bag.

The right of withdrawal applies to purchases made through our online store. It does not affect your statutory rights in relation to bags that are faulty, defective or otherwise not in conformity with your order.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the purchase by a clear statement before the 14-day withdrawal period expires.

Use the form below. It stays available for the whole withdrawal period.

You may also notify us by email at hello@malla.one, or use the model form further down.

Please include your full name and the order reference from your confirmation email so that we can identify your order.

You do not need to provide a reason for withdrawing. If you wish to share your reason for returning the bag, we are always happy to receive your feedback, but this is entirely optional.

Returning your bag

After informing us that you wish to withdraw from your purchase, you must send the bag back without undue delay and, in any event, no later than 14 days from the day on which you communicated your decision to withdraw.

You are responsible for the direct cost of returning the bag.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.

Please package the bag securely to help prevent damage during return shipping. We are not responsible for bags that are lost or damaged during return transit where the loss or damage is attributable to the return shipment.

Condition of the bag

You have the right to inspect and handle the bag to the extent necessary to establish its nature, characteristics and functioning, in the same way that you would reasonably be able to do in a physical store.

You may be liable for any diminished value of the bag resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, as provided by applicable law.

Please therefore take reasonable care of the bag while it is in your possession if you are considering exercising your right of withdrawal.

Refunds

If you withdraw from your purchase in accordance with the applicable requirements, we will reimburse all payments received from you, including the cost of the standard delivery option offered by us.

We will issue the refund without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw.

However, we may withhold the refund until we have received the returned bag or you have provided evidence that you have sent the bag back, whichever occurs earlier.

The refund will be made using the same payment method that you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

Exchanges

We do not offer direct exchanges.

If you would like a different bag, you may exercise your statutory right of withdrawal in relation to your original purchase and place a new order for the bag you would prefer.

Cancellations before dispatch

You may request cancellation of your order free of charge before the order has been dispatched, by email or with the form on this page.

If you wish to cancel your order, contact us as soon as possible and include your full name and order reference.

Once your order has been dispatched, it can no longer be cancelled as a pre-dispatch cancellation. You may, however, exercise your statutory 14-day right of withdrawal after receiving the bag, in accordance with the terms above.

Unclaimed or undeliverable parcels

If a parcel is not collected, is refused, or cannot be delivered because of an incorrect or incomplete delivery address, the parcel may be returned to us by the carrier.

If a parcel is returned to us because it was not collected, was refused, or could not be delivered due to an incorrect or incomplete delivery address, without you having informed us of your decision to withdraw, you may be responsible for the reasonable costs incurred as a result of the return of the parcel, to the extent permitted by applicable law.

If you would still like to receive your order after the parcel has been returned to us, please contact us. We will arrange reshipment where possible, and any applicable additional shipping costs will be communicated to you before reshipment.

Nothing in this section limits your statutory rights under applicable consumer law.

Damaged or defective bags

If your bag arrives damaged, defective, or otherwise does not conform to your order, please contact us as soon as reasonably possible and provide photographs of the issue where possible. This helps us assess the situation and resolve it efficiently.

Please keep the original packaging until the matter has been resolved, as it may be useful when investigating damage that occurred during delivery.

If the bag is defective or otherwise not in conformity with the contract, you have the statutory rights available to you under applicable consumer law. Depending on the circumstances, these may include repair, replacement, a price reduction or termination of the contract and a refund.

Where applicable, we will cover the reasonable costs associated with returning a defective or incorrectly supplied bag.

Your legal guarantee

Your statutory consumer rights in relation to defective or non-conforming goods apply independently of the 14-day right of withdrawal.

If a bag is faulty, defective, not as described, or otherwise does not conform to the contract, you are entitled to the remedies provided by applicable consumer law.

For consumers in the EU, these statutory rights cannot be excluded or limited by this policy.

EU model withdrawal form

You may use the following model withdrawal form to exercise your right of withdrawal. Using this form is optional. You may also use the form above, or notify us by email with a clear statement.

To: MALLA.one OY Email: hello@malla.one I hereby notify you that I withdraw from my contract of sale of the following goods: Order reference: Date of order: Date of receipt: Name: Address: Date: Signature: (only if this form is submitted on paper)