Refund policy
Return & Refund Policy
Last updated: October 2026
At Mama Palm, your happiness matters to us, a lot! We want every experience with our products to feel as gentle and comforting as the moments they are made for. If something doesn’t go as planned, we’re here to help. Below is our guide to how our refunds and returns work.
Order Changes or Cancellations
You have 5 minutes to modify your order after processing your payment. After this window, your order goes straight into our processing system, which means we cannot change the shipping address, update the items, or cancel it in time. This applies to every item in your order, including any item added after checkout.
To avoid any hiccups, please review your shipping details and cart before checking out. If you do need help, feel free to reach out to us at hello@trymamapalm.com. We can’t promise the change will go through, but we will do our very best to assist!
Refund and Return Window: 60 Days
You have 60 days from the date of delivery to request a refund or return. Every refund requires the product to be returned to our facility first. You are eligible to start the return process if:
- The product doesn’t meet your expectations.
- The product arrives damaged, defective, or incorrect, including the patting mechanism, the remote or the charger.
- You used the product as directed but it wasn’t the right fit for your little one.
- You wish to return an unused product in its original condition.
We’re committed to making things right! To receive a refund, you must follow our return pathway:
Return Required for All Refunds
As long as you are within those 60 days, you are eligible for a refund once the item is returned. Our dedicated customer support team will walk you through this process to ensure you and your little one are taken care of.
You’ll need to send the item back to our return address before any funds are released. Please include the Mama Palm, its remote and its charger in your return. Return shipping costs are the customer’s responsibility. We strongly recommend using a trackable shipping service. Shipping fees paid at checkout are non refundable.
Refund Processing Time
Once your return is received and inspected at our facility, we will process your refund immediately. Please allow 2 to 5 business days for the funds to appear in your original payment method, depending on your bank’s processing times.
Restocking Fees
We believe in a transparent and fair experience for our customers. There is no restocking fee for any returns or refunds processed within the 60 days, provided the item is returned to us.
How to Start a Return or Refund
It’s easy! Just message us at hello@trymamapalm.com, and our friendly support team will provide you with the return address and walk you through the process step by step.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or not as described, we sincerely apologize. Please contact us immediately at hello@trymamapalm.com with:
- Your order number
- A description of the issue
- Photos or video
Once the damaged item is returned to our facility, we will resolve the issue promptly with a replacement or refund.
Items That Can’t Be Returned
Some items aren’t eligible for returns or refunds: digital products and gift cards.
Not sure if your item qualifies? Just ask, we’re happy to help!