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.

You will need to pay a 10% restocking fee that will be deducted from your refund that covers our costs of returning your goods to the overseas supplier. You don't have to pay any other charges that you were not informed of.

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.

Special Order Items

The following items are classified as 'Special Order' items:

• All IKEA items ordered from Piacenza
• All products from TECNOMAT
  
• All Toys
• All items that weight above 30kg.
• Materials/Textiles sold by the meter
  
• Food and drink
  
• Living plants
  

While we may accept returns for these special order items, we reserve the right to impose a 50% restocking fee at our discretion.

Please note that we never accept returns or requests for refunds for live plants, mattresses, food, fabric by the meter, customized 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 send an email to sales@maltashopper.com with clear pictures of the item that you wish to return along with the undamaged original packaging. Post-review, our customer care will get back to you.

Upon approval of your return, you need to bring the item/s back to our Mqabba warehouse. Any items returned without prior email authorization might not be accepted so kindly get pre-authorisation as explained above.

Damaged goods

We request you to inspect your order immediately upon receipt. In case of defects, damage, or incorrect items, please contact us within 24 hours, enabling us to assess the issue and take corrective measures.

Should an item be damaged please send an email to sales@maltashopper.com with clear pictures of the damaged item that you wish to return along with the undamaged original packaging. Post-review, our customer care will get back to you.

We do not deliver goods with damaged packaging so if the packaging is damaged, we are not in a position to accept the item back.


Refunds
Post-receipt and inspection of your return, we will inform you about the approval status of your refund. If approved, a store credit will be automatically issued. If you prefer a cash refund from your non-expiring store credit, please send an email request to creditrefunds@maltashopper.com. Please allow up to 14 working days for our accounts department to process your disbursement. 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.

 

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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 given as store credit. You will need to pay a 10% restocking fee that will be deducted from your refund that covers our costs of returning your goods to the overseas supplier. You don't have to pay any other charges that you were not informed of.

If you are not an EU citizen or 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 possibly being charged to you. 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. Refunds will be given as store credit. 

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. Refunds to your bank will have bank charges deducted over and above any restocking fee.