Return & Refund Policy
For EU-based bona-fide consumers, we honor a 14-day return policy in accordance with EU consumer law. This stipulates
that you have 14 days from the receipt of your item to request a return and refund. Please note that refunds are
applicable only to the cost of the product, excluding special order items. Any delivery fees are non-refundable in any
case of refund for products that have been delivered.
Purchases made by non bona-fide consumers (like contracted designers, limited liability companies, etc.) and non-EU
residents are not eligible for order cancellation post placement.
Please note that we never accept returns or requests for refunds for live plants, food, fabric by the meter, customised
items (e.g., kitchen cupboards/tops) or gift cards.
Returns are contingent on the condition of the item - it should be unused, unopened, with tags intact, and in its
original unaltered and unmarked packaging. Proof of purchase or a receipt is also necessary.
To return an undamaged item, please use our RETURNS & EXCHANGES CENTER. We will review the situation and strive to
resolve the issue, which may include a replacement, discount, or store credit.
Upon approval of your return, you need to bring the item/s back to our Mqabba warehouse. Any items returned without
prior email authorisation will not be accepted so kindly get pre-authorisation as explained above.
Damaged goods
Please inspect your order immediately upon receipt. In case of defects, damage, or incorrect items, please contact us
within 48 hours via our RETURNS & EXCHANGES CENTER. We will review the situation and strive to resolve the issue, which
may include a replacement, discount, or store credit.
We do not deliver goods with damaged packaging, so if the packaging is damaged, we are not able to accept the item back.
Refunds
After receiving and inspecting your return, we will inform you about the approval status of your refund. Please allow up
to 5 working days for our accounts department to process. Note that your bank or credit card company may also require
additional time to process and post the incoming funds.
The customer is accountable for accessibility to their payment method. If there are issues in this regard, please
contact the bank or agency associated with the original payment method to claim the funds post-refund.
Collection Fee - Optional
If personal return of the item/s to our offices is not feasible due to size, lack of transportation, or other reasons,
Maltashopper provides a collection service at a fee of €50 payable in advance.
To summarise:
Can I cancel an order and get a full refund after I receive my order?
If you are an EU citizen, YES provided this is done within 14 days of receipt of your order and your order is unused,
undamaged and unopened. Refunds will be to your payment method or given as store credit.
If you are not an EU citizen or if the order was placed by a business, NO, you are not entitled to cancel your order
after your order is shipped to you (outside Malta) or delivered to you (Maltese Islands) without a restocking fee being
deducted from your refund. Refunds will be given as store credit.
Can I cancel an order and get a full refund before I receive my order?
If you are an EU citizen, YES, you can.
If you are not an EU citizen or the order was placed by a business, NO, you are not entitled to cancel your order unless
we are late, without a restocking fee possibly being charged to you. Timelines are specified under our shipping policy
here: https://maltashopper.com/policies/shipping-policy. Any refunds that are approved will be given as store credit.