Return & Refund Policy

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Unwanted goods are covered by two rules: your legal 14-day right to cancel, which every EU consumer has (including in Malta), and our extended 90-day goodwill returns for customers in Malta. Damaged, faulty and wrong items are covered separately further down.

1. Your 14-day right to cancel (all EU consumers, including Malta)#

If you are a consumer in the EU, you can cancel your purchase of any item, for any reason, within 14 days of the day you receive it. If your order arrives in more than one delivery, the 14 days start on the day you receive the last item. This is your statutory right of withdrawal under EU consumer law (Directive 2011/83/EU, Malta Consumer Rights Regulations S.L. 378.17).

• Tell us within 14 days. Open your tracking link, scroll to Returns & Exchanges and tap Start request. You can also email sales@maltashopper.com, message us on WhatsApp (+356 2033 4532), or use the model cancellation form at the bottom of this page. The day you tell us is the day that counts.
• Bring the item back within 14 days of telling us. IKEA, Bricocenter, Tecnomat, White Stone and other vendor items go to our Mqabba warehouse. CASA and Maisons du Monde items go to our Santa Venera office. Opening hours are Tuesday to Friday, 12:00 to 18:00.
• You cover the cost of bringing it back. If you cannot bring the item yourself, our collection service costs €50, payable in advance. €50 is the most you will pay to return a bulky item within Malta and Gozo.
• You may open the packaging. You can unpack and check the item the way you would in a shop. If the item has been used, assembled, marked or damaged beyond that, we may deduct the loss in value from your refund. We will still take it back.
• Refund within 14 days. We refund within 14 days of your cancellation notice, once the item is back with us. The refund goes to the payment method you used. If you paid by cash or bank deposit, we refund by bank transfer (we will ask for your account holder name and IBAN) or, if you prefer, as store credit.
• Delivery fee. If you cancel your whole order, we also refund the standard delivery fee. If you keep part of the order, the delivery fee is not refunded.
• Before delivery. You can also cancel an item before it reaches you. Use the Cancel option on your tracking page, or email us. The same refund rules apply.

The 14-day right does not cover:

• Items made to measure or personalised for you (for example kitchen cupboards and worktops cut to size, bespoke wardrobes)
• Fabric and other materials sold by the metre
• Food and drink
• Living plants
• Gift cards
• Sealed hygiene items such as mattresses, pillows and duvets, once the seal has been broken (see the mattress section below)

2. Our extended 90-day returns (Malta, goodwill)#

After the 14 days, customers in Malta and Gozo can still return unwanted items for up to 90 days from delivery or collection. These extra days are a goodwill service from Maltashopper and carry conditions:

• The item must be unopened, undamaged and unused, with all original tags and packaging intact.
• IKEA items must still be in IKEA's current range and available at IKEA Catania. We check this automatically when you submit the request.
• Special order items are excluded: all IKEA items ordered from Piacenza, all TECNOMAT and BRICOCENTER products, toys, and items over 30 kg.
• Delivery fees are not refunded.
• Approved refunds are issued as store credit, valid for 12 months.
• Proof of purchase is required.

What "unopened" means in the 90-day window: the packaging must never have been opened. If a product has been taken out of its packaging, even briefly and even if it was put straight back, it no longer counts as unopened under this goodwill policy. Resealing or repacking does not restore it.

Each item is assessed separately. Where an order contains more than one pack, we look at each one on its own. Only the packs that were never opened can be returned under the 90-day policy.

3. Exchanges#

Exchanges are a goodwill service, not a legal right. From your tracking page you can ask for a like-for-like replacement of the same item. If you need a different size, colour or model, return the item under section 1 or 2 and place a new order. Our team can also set up a direct exchange for you on request.

How to start a return#

Open your order tracking link from your tracking link email and tap Start request in the Returns & Exchanges section. Fill in your order number, email and phone number, and submit. Unwanted-goods returns that are within policy are approved automatically. Other requests are reviewed by HQ, usually within 1 working day, and you get the decision by email.

Please note:

• Please wait for the approval email before bringing items in, so the warehouse is expecting them.
• Drop-off locations: CASA and Maisons du Monde items go to Santa Venera; IKEA, Brico, White Stone and other vendor items go to Mqabba. Your approval message confirms which applies.

Non-EU and business customers#

Purchases made by non-bona-fide consumers (such as contracted designers, limited liability companies, etc.) and non-EU residents are not eligible for order cancellation after placement without a restocking fee. Any approved refund for non-EU or business customers is given as store credit.

Mattresses & Hygiene-Sensitive Goods#

Hygiene notice: Mattresses are sealed for hygiene reasons. If you unseal the packaging, your right to return the mattress under the 14-day cancellation right is lost (Article 16(e) of Directive 2011/83/EU and the Maltese Consumer Affairs Act).

In practice this means:

• Sealed and unopened: eligible for return within the 14-day and 90-day windows, subject to the usual conditions.
• Unsealed but unused: assessed case by case. A return may be possible but the refund may be reduced to reflect the loss in resale value, as the mattress can no longer be sold as new.
• Used (slept on or otherwise soiled): cannot be returned for hygiene reasons.

The same approach applies to other sealed hygiene-sensitive goods such as pillows, duvets and mattress protectors once unsealed.

If a mattress is genuinely defective (manufacturing fault, structural failure, etc.), this is treated separately under the two-year statutory guarantee and is not affected by the hygiene exception. Submit a Start request via your tracking link and HQ will review.

Damaged or incorrect goods#

Please inspect your order as soon as you receive it.

Glass, porcelain, ceramic and other fragile items must be checked at delivery or pickup. Any visible damage (cracks, chips, breaks) must be pointed out to the driver or warehouse staff at that moment and the damaged item refused. We cannot accept claims for visible damage to fragile items reported after they have been accepted or signed for. Hidden manufacturing defects remain covered by your two-year legal guarantee.

For all other items, please report damage or missing parts within 48 hours of delivery or collection so that we can claim from the carrier. Open your tracking link and tap Start request, uploading photos. We will review and resolve it with a replacement, repair, discount, refund or store credit as appropriate. If we sent you the wrong item, we collect it at no cost to you.

We do not deliver goods with damaged packaging. If the packaging is damaged upon delivery, we are unable to accept the item back.

Damage Reporting and Assembly#

Flat-pack and self-assembly furniture must be inspected in its original packaging before assembly begins. If you spot any damage, missing parts, or items that don't match your order, do not start assembly. Open your tracking link and tap Start request within 48 hours of delivery, with photos showing the issue.

Once an item has been partially or fully assembled, we are unable to offer a free replacement or full refund for:

• Visible damage (scratches, chips, dents, wrong colour, surface marks) that should have been spotted before assembly
• Missing parts that would have been visible during the pre-assembly inspection
• Damage caused during assembly by incorrect handling, misuse of tools, or deviation from the assembly instructions

This is because we cannot determine whether the damage was present on delivery or occurred during assembly, and an assembled item is not in returnable condition.

Your statutory rights are not affected. In line with EU Directive 2019/771 (Sale of Goods), your two-year legal guarantee against manufacturing defects continues to apply regardless of assembly. If a hidden manufacturing defect becomes apparent during normal use within two years of delivery, you remain entitled to repair or replacement under the statutory guarantee. Submit a request via your tracking link and HQ will review.

Collection Service for Returns#

If returning the items yourself is not possible due to size, lack of transport, or other reasons, we offer a collection service for €50, payable in advance. You can request this when submitting your return request via the tracking link.

Refunds#

After receiving and inspecting your return, we confirm the outcome by email.

• 14-day cancellations (section 1): refunded to your original payment method. Cash and bank-deposit orders are refunded by bank transfer or, if you prefer, as store credit.
• 90-day goodwill returns (section 2): refunded as store credit, valid for 12 months.
• Non-EU and business customers: refunded as store credit.

Please allow up to 5 working days for our accounts department to process the refund. Your bank or card company may need a further 3 to 10 working days to post the funds.

The customer is responsible for ensuring accessibility to their payment method. If there are issues, please contact the bank or agency associated with the original payment method to claim the funds after the refund is processed.

Quick Summary#

Can I return an order delivered within Malta? Yes. Within 14 days of receiving it you can return any item for any reason, even if you opened the box, for a refund to your original payment method. From day 15 to day 90 you can still return it, as long as it is unopened, undamaged and unused, is not a special order item, and (for IKEA) is still available at IKEA Catania. Refund as store credit.

I opened the box. Can I still return it? Within 14 days of delivery: yes. You may unpack and check the item. If you used or assembled it beyond that, we may deduct the lost value. After 14 days: only packs that were never opened can be returned, and each pack is assessed on its own.

Can I return an order shipped to another EU country? Yes, within 14 days of receipt under the same 14-day rules. Business and non-EU customers may be subject to a restocking fee, with refunds issued as store credit.

How do I start a return? Open your order tracking link and tap Start request. Telling us by email or WhatsApp also counts as your cancellation notice; we will then send you the link to complete it.

How long do I have to bring the item back? 14 days from the day you tell us you want to return it.

Can I return a mattress I've slept on? No. Once a mattress has been used, it cannot be returned for hygiene reasons under EU and Maltese consumer law. A sealed, unopened mattress can still be returned. A genuinely defective mattress is covered separately under the two-year statutory guarantee.

What if I notice damage after I've assembled the item? Visible damage must be reported before assembly begins. Once an item is assembled, we cannot offer a free replacement or full refund for visible damage, but your two-year EU statutory guarantee against hidden manufacturing defects still applies.

Can I cancel before I receive my order? Yes, if you are an EU consumer. Use the Cancel option on your tracking page, or email sales@maltashopper.com. Refund to your original payment method (cash and bank-deposit orders by bank transfer or store credit, your choice). Any storage fees that have accrued on the order are deducted.

Model cancellation form#

You do not have to use this form. Any clear message that you want to cancel is enough. If you would like to use it, copy the text below into an email to sales@maltashopper.com.

To: Maltashopper Ltd., 162, Cannon Road, Santa Venera SVR 9034, Malta. Email: sales@maltashopper.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Ordered on: ________ Received on: ________

Order number: ________

Name of consumer(s): ________

Address of consumer(s): ________

Signature of consumer(s) (only if this form is sent on paper): ________

Date: ________