Goods Return Policy
At Mall Malta, we strive to ensure your complete satisfaction with every purchase. However, if you need to return an item, please review our return policy below:
-
Return Period: Items must be returned within 10 days from the date of receiving your order.
-
Condition of Goods: Returned items must be intact, unused, and unopened in their original packaging. Any items that have been used, opened, or are not in their original condition will not be accepted.
-
Proof of Purchase: A readable proof of purchase must be included with your return. This can be a receipt, order confirmation email, or any other documentation that verifies your purchase.
-
Refund Method: We do not provide cash refunds for returned goods. Instead, customers will receive a digital voucher equivalent to the value of the returned items. This voucher can be used for future purchases on our website.
- If the product has clear signs of misuse, unjustified damage or arrives in bad condition:
– If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable – 50% of the product’s value will be discounted; and
– If the product is returned with missing parts or accessories, or if the incident description is not real – the product will not be refunded.
Very important: No refund will be made for products returned to Mall Malta that are not faulty or whose incident description is not real. They will be stored in our warehouse, and you will receive a notice. You will have 7 days of receiving the notice to confirm if you want the products to be returned to you after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling center and Mall Malta will not accept any claim for the products under any circumstances.
-
Shipping Costs: Customers are responsible for paying the shipping costs associated with returning the items. Shipping costs are non-refundable.
-
Non-Returnable Items: Certain items are non-returnable. These include:
-
Perishable goods (e.g., food, flowers)
-
Personal care items (e.g., cosmetics, skincare products)
-
Custom-made or personalized items
-
Gift cards
-
- Return Process:
- Contact our customer service team at customercare@mall.com.mt or trough online formular at our webpage under ‘contact us’ section to initiate a return.
- Pack the items securely in their original packaging, including all accessories, manuals, and documentation.
- Ship the items to the return address provided by our customer service team.
- Inspection and Processing: Once we receive your returned items, they will be inspected to ensure they meet the return criteria. If approved, your digital voucher will be issued within 7 business days.
- Damaged or Defective Items: All our items leave the warehouse with the packaging in perfect condition.
The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier’s delivery note, either on paper or digital support (PDA), “PACKAGE VISIBLY DAMAGED” if these signs are present. Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected.
- If you receive a damaged or defective item (DOA), please contact our customer service team at customercare@mall.com.mt or trough online formular at our webpage under ‘contact us’ section immediately to initiate a replacement process or refund as per point 4. of this policy.
- Exchanges: We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a digital voucher and place a new order for the desired item.
For any questions or concerns regarding our return policy, please contact our customer service team customercare@mall.com.mt or trough online formular at our webpage under ‘contact us’ section. We are here to assist you.
