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.

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.

To return an undamaged item, please use our  RETURNS & EXCHANGES CENTER. We will review the situation and strive to resolve the issue, which may include a replacement, discount, or store credit.
Upon approval of your return, you need to bring the item/s back to our Mqabba warehouse. Any items returned without prior email authorisation will not be accepted so kindly get pre-authorisation as explained above.

Damaged goods

Please inspect your order immediately upon receipt. In case of defects, damage, or incorrect items, please contact us within 24 hours via our RETURNS & EXCHANGES CENTER. We will review the situation and strive to resolve the issue, which may include a replacement, discount, 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.

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

Damaged products must be returned by the client to the appropriate Maltashopper warehouse:

IKEA and Bricocenter products: return to the Mqabba Warehouse

CASA products: return to the St. Venera Office

Refunds

After receiving and inspecting your return, we will inform you about the approval status of your refund.  Please allow up to 5 working days for our accounts department to process. 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.

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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.  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. 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.