Return & Refund Policy

This policy has two parts for unwanted goods: 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.

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. See "Non-EU and business customers" below.

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 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 (closed Mondays, weekends and public holidays).
• 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. We may hold the refund until 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 you paid. 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.

This 14-day right does not cover:

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

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. These extra days are a goodwill service from Maltashopper and carry conditions:

• The item must be unused, unopened, with tags intact, and in its original unaltered and unmarked packaging.
• 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 (see the list below).
• Delivery fees are not refunded.
• Approved refunds are issued as store credit, valid for 12 months.
• Proof of purchase is required.

Special order items (not returnable after the 14-day period):

• All IKEA items ordered from Piacenza
• All products from TECNOMAT & BRICOCENTER
• All toys
• All items that weigh above 30 kg
• Materials and textiles sold by the metre
• Food and drink
• Living plants

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 section 2 and place a new order. Our team can also set up a direct exchange for you; just ask.

How to request a return or exchange

When your order is processed you receive a tracking link by email. Open that link to reach your order status page, scroll to the Returns & Exchanges section, and tap Start request. The same button is used for every return, exchange, damage report, missing-parts report and warranty claim.

You will be asked for the email address and telephone number used on the order (for verification), the reason for your request, and photos where relevant (for damage, missing parts or warranty claims). Unwanted-goods returns that are within policy are approved automatically. Other requests are reviewed by our team, usually within 1 working day, and you are notified of the decision by email. Please wait for the approval email before bringing the item in, so that our warehouse is expecting it.

Once your request is approved, bring the item to the correct location during opening hours:

• IKEA, Bricocenter, White Stone and other vendor items: Mqabba Warehouse
• CASA and Maisons du Monde items: Santa Venera Office

Warehouse opening hours are Tuesday to Friday, 12:00 to 18:00 (closed Mondays, weekends and public holidays). If you are unable to transport the item yourself, you can request our collection service for €50, payable in advance.

Damaged or incorrect goods

Please inspect your order as soon as you receive it. If anything is damaged or is not what you ordered, start a request from your order tracking page (as above), selecting the damage category and attaching clear photos. Please report visible transit damage within 48 hours of delivery so that we can claim from the carrier. We will review the situation 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.

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 2-year legal guarantee.

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

Faulty items (EU 2-year guarantee)

Under EU law you are covered for manufacturing defects that appear within 2 years of delivery during normal use. Nothing in this policy limits that guarantee. For valid claims we will repair the item first; where repair is not feasible we will offer a replacement; and only where neither is viable will a refund be issued. Claims under an extended manufacturer warranty (beyond 2 years) require your original Maltashopper invoice; these are submitted to the supplier on your behalf and carry a €50 non-refundable service fee. We cannot guarantee that the supplier will accept a warranty claim, as that decision rests with them.

Refunds

After receiving and inspecting your return, we will confirm your refund 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 a refund, after which your bank or card provider may take a further 3 to 10 working days to post the funds.

Storage fees: Where storage fees have accrued on an order under our Shipping Policy (because no delivery date was selected, or goods were not collected, by the stated deadline), those fees are deducted from any refund due on that order. If accrued storage fees equal or exceed the amount paid, the full amount paid is applied to settle the fees and no balance remains refundable.

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.

Non-EU and business customers

If you are not an EU resident, or the order was placed by a business, you are not entitled to cancel your order once it has been shipped to you (outside Malta) or delivered to you (Maltese Islands) without a restocking fee being deducted from your refund. Before shipping or delivery, cancellation is only possible if we are late against the timelines in our Shipping Policy, and a restocking fee may still apply. Any approved refund is issued as store credit. Refunds to a bank account have bank charges deducted over and above any restocking fee.

To summarise

Can I cancel an order and get a full refund after I receive it?

If you are an EU consumer (including Malta): YES, within 14 days of receiving it, for any reason, even if you opened the box. Refund to your original payment method. If you keep using the item beyond checking it, we may deduct the lost value. You pay the cost of bringing it back (or €50 for our collection service).

If you are a Malta customer and more than 14 days have passed: YES, up to 90 days from delivery, as long as the item is unused, unopened and in its original packaging, is not a special order item, and (for IKEA) is still available at IKEA Catania. Refund as store credit.

If you are not an EU resident or the order was placed by a business: NO, not without a restocking fee. Refund as store credit.

Can I cancel an order and get a full refund before I receive it?

If you are an EU consumer: YES. 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 will be deducted.

If you are not an EU resident or the order was placed by a business: NO, unless we are late, and a restocking fee may be charged. See "Non-EU and business customers" above.

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: __________