Return & Refund Policy
Return & Refund Policy
Return & Refund Policy
Return Policy — Deliveries Within Malta
For orders delivered or collected within Malta, we offer a 90-day return policy from the date of receipt. Items must be
unopened, undamaged, and unused, with all original tags and packaging intact. Proof of purchase is required.
For IKEA items: the item must still be in IKEA's current product range at the time of return. If IKEA has discontinued
the item, we are unable to accept it for return.
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. HQ will review your request and reply
with next steps. Depending on the circumstances, we may offer a replacement, refund, or store credit.
Please note:
- Do not bring items to our warehouses without first submitting a request and receiving HQ approval. Returns brought
without prior authorisation will not be accepted.
- Once approved, drop-off locations depend on the vendor: CASA items are returned to our Santa Venera offices; IKEA,
Brico, and other vendor items are returned to our Mqabba warehouse. Your approval message will confirm which
location applies.
- Delivery fees are non-refundable for items that were delivered to you.
Return Policy — International / EU Deliveries
For orders shipped outside Malta, we honour the 14-day cooling-off period in accordance with EU consumer law. This means
you have 14 days from the date of receipt to request a return and refund. Items must be unopened, undamaged, and unused
with original packaging intact.
The 14-day cooling-off period does not apply to all purchases. Some exemptions include:
- Goods made to order or clearly personalised (such as bespoke kitchens or wardrobes)
- Sealed audio, video, or computer software that has been unsealed
- Sealed goods unsuitable for return on hygiene grounds that have been unsealed (such as mattresses — see below)
- Plane and train tickets, concert tickets, hotel bookings, car rental reservations, and catering services for
specific dates
- Online digital content where downloading or streaming has already begun
This list is not exhaustive. The cooling-off period expires 14 days after the day you received your goods. If it expires
on a non-working day, the deadline is extended to the next working day.
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 refunds for
non-EU/business customers will be given as store credit.
Items We Cannot Accept for Return
We never accept returns or refund requests for:
- Live plants
- Food items
- Fabric sold by the metre
- Customised or made-to-measure items (e.g., kitchen worktops, bespoke wardrobes)
- Gift cards
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 cooling-off period may be limited. If the mattress has been used (slept on, soiled, or
otherwise come into contact with bedding or skin), it cannot be returned for hygiene reasons under 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 standard return window, subject to the usual conditions.
- Unsealed but unused — assessed on a case-by-case basis. 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 Goods
Please inspect your order immediately upon receipt.
Glass and fragile items must be inspected and refused at the point of collection or delivery if damaged. We are unable
to accept damage claims for glass items after they have been accepted or signed for.
For all other items, damage or missing parts must be reported within 48 hours of delivery or collection. To report
damage, open your order tracking link from your tracking link email and tap Start request — you can upload photos as
part of the request. We will review the situation and may offer a replacement, discount, or store credit.
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 order tracking link
from your tracking link email and tap Start request within 48 hours of delivery, and upload 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 — for example, a structural failure under normal load
that could not have been spotted during pre-assembly inspection — you remain entitled to repair or replacement under the
statutory guarantee. Submit a request via your tracking link → Start request 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 will inform you of the approval status. Please allow up to 5 working days
for our accounts department to process the refund. Your bank or credit card company may require additional time to post
the funds to your account.
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 90 days of receipt, provided the items are unopened,
undamaged, and unused. For IKEA items, the item must still be in IKEA's current product range.
Can I return an order shipped outside Malta? Yes — within 14 days of receipt (EU consumer law), provided the items are
unopened, undamaged, and unused. 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 from your tracking link email and tap Start request. HQ will
review and confirm next steps.
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 under the standard return window. 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
warranty against hidden manufacturing defects still applies.
Can I cancel before I receive my order? If you contact us immediately after ordering, we may be able to cancel before
processing starts. Email sales@maltashopper.com as soon as possible.