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.
To start a return, use our Returns & Exchanges Centre. We will review your request and may offer a replacement, refund,
or store credit depending on the circumstances.
Please note:
- Items must be returned to our Mqabba warehouse
- Returns are only accepted with prior authorisation — do not return items without first going through the Returns &
Exchanges Centre
- 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
- 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
Damaged Goods
Please inspect your order immediately upon receipt. In case of defects, damage, or incorrect items, contact us within 48
hours via our Returns & Exchanges Centre. 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.
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.
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.
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.
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.