Return & Refund Policy

For EU-based bona-fide consumers, we honour your statutory right to a refund in accordance with EU consumer law. Maltese customers have 90 days from receipt of their item to request the return of an unwanted item; customers in other EU countries have 14 days from receipt, in line with the EU right of withdrawal. 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.

Special Order Items

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

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

Please note that we never accept returns of 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.

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). Submitting a request does not automatically approve it. Our team reviews every request — usually within 1 working day — and notifies you of the decision by email. Please do not bring any item to our warehouse before your request has been approved; items returned without prior authorisation will not be accepted.

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

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

Warehouse opening hours are Tuesday to Friday, 12:00–18:00 (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 immediately upon receipt. If anything is defective, damaged or incorrect, start a request from your order tracking page (as above) within 48 hours of delivery, selecting the damage category and attaching clear photos. We will review the situation and strive to resolve the issue, which may include a replacement, discount, refund or store credit.

Glass items MUST be refused at delivery or pickup. We do NOT accept any claims for replacement, exchange or refund of damaged glass items reported after acceptance.

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. 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 inform you about the approval status of your refund. Approved refunds are returned to your original payment method; please allow up to 5 working days for our accounts department to process, after which your bank or card provider may take a further 3–10 working days to post the funds. For non-EU and business customers, approved refunds are issued as store credit.

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.

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To summarise:

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

If you are a Maltese customer, YES — within 90 days of receipt, provided your order is unused, undamaged and unopened. If you are an EU customer outside Malta, YES — within 14 days of receipt, on the same conditions.  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 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 — please email us at sales@maltashopper.com to cancel before delivery. 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.