Refund Guarantee Terms: Secure Your Compensation Rights

Returns & Refunds Policy

Willingness Malta
Last Updated: June 17, 2025

Overview

At Willingness Malta, we prioritize your satisfaction with every purchase. Therefore, our refunds policy follows EU law and protects your product return rights.

Our return period lasts 14 days, based on EU Directive 2011/83/EU. After 14 days, we cannot issue refunds or exchanges unless items are faulty.

Your EU Consumer Rights

As a consumer in the EU, you legally have the right to:

Access clear information about your rights before and after purchase.
Return goods within 14 days without needing to give any reason.
Receive full refunds including basic delivery costs for timely returns.
Request repairs or replacements for defective or damaged purchased products.
Cancel orders before shipment and claim applicable refund rights accordingly.

Eligibility for Returns

To be eligible for a return, your item must be:

Unused and in the same condition that you received it
In the original packaging where applicable
Returned within 14 days of delivery
Accompanied by proof of purchase (order confirmation email)

Product-Specific Return Conditions

Books:

Must be returned in the same condition as received
No writing, highlighting, or markings
Dust jacket (if applicable) must be intact
Books with obvious signs of use may only qualify for partial refunds

Soft Toys:

Must have all original tags attached
Must be in clean, unused condition
Original packaging preferred but not essential

T-Shirts and Caps and other wearables:

Must be unworn with original tags attached
Must be clean and free from odors
Original packaging where provided

Non-Returnable Items

You cannot return the following items due to hygiene and safety reasons:

Items we’ve personalised or customised for you.
Products you damaged through misuse or normal wear.
Items you return without original packaging when it’s essential for the product.

Please note, we currently do not sell gift cards, downloads, or perishables

Defective or Damaged Goods

If you receive defective or damaged goods:

Report damage within 48 hours of delivery.
Photograph the issue for our records.
We’ll collect it for free and issue a refund or replacement.
No return shipping applies to genuinely faulty items.

How to Return Items

Step 1: Contact Us

Email us at outreach@willingness.com.mt with:

Order number, return reason, and photos if item is damaged.

Step 2: Return Authorization

We will provide you with:

Include authorization number, shipping steps, and return label.

Step 3: Package Your Return

Pack items securely in original packaging where possible
Include a copy of your order confirmation
Include the return authorization number

Step 4: Ship Your Return

Send/Bring your return to:

Willingness Malta
Willingness Hub, Qolla Street
Zebbug ZGB1511, Malta

Return Shipping Costs

Customer responsibility: You are responsible for return shipping costs unless the item is faulty or we made an error
Non-refundable: Original shipping costs are not refundable
Deduction: Return shipping costs may be deducted from your refund
Insurance recommended: For valuable items, consider tracked shipping or insurance
Risk: We cannot guarantee receipt of untracked returns

Refund Process

Processing Timeline

Receipt confirmation: We’ll email you within 2 business days of receiving your return
Inspection: Items are inspected within 3-5 business days
Refund approval: You’ll be notified of approval or rejection via email
Refund processing: Approved refunds are processed within 14 days

Refund Methods

Original payment method: Refunds will be credited to your original method of payment
Credit/Debit cards: 5-10 business days to appear on your statement
PayPal: 3-5 business days
Bank transfer: 3-7 business days
Cash payments: Refunded in cash or bank transfer (your choice)

Late or Missing Refunds

If you haven’t received your refund:

Check your account: First check your bank account/card statement again
Contact your bank: There may be processing delays on their end
Contact your card company: It may take time for refunds to be officially posted
Contact us: If you’ve done the above and still haven’t received your refund, email us at outreach@willingness.com.mt

Exchanges

We only replace items if they are:

Defective or damaged upon arrival
Incorrectly sent (wrong item)

For exchanges:

Email us at outreach@willingness.com.mt
We’ll arrange collection of the faulty item
Replacement will be sent free of charge

Size/color exchanges: We don’t offer exchanges for different sizes or colors. Please return the item for a refund and place a new order.

Gift Purchases

Items purchased as gifts:

Can be returned following the same policy
Refunds will be processed to the original purchaser’s payment method
Gift recipients should contact the original purchaser to arrange returns

Sale Items

Sale items can be returned under the same 14-day Refund Guarantee Terms.
Clearance items may include specific return conditions, clearly marked at purchase.
All returns must meet condition standards set by our Refund Guarantee Terms.

Contact Information

For returns and refund questions:

📧 Email: outreach@willingness.com.mt
📞 Phone: +356 79291817
🏢 Address: Willingness Hub, Qolla Street, Zebbug ZGB1511, Malta
🕒 Business Hours: 09:00 – 18:00 (Monday to Friday)

Important Notes

This policy is in addition to your statutory rights under EU consumer protection law
Malta’s consumer protection laws may provide additional rights
Keep your order confirmation email as proof of purchase
For fastest processing, always email us before returning items
We reserve the right to refuse returns that don’t meet our policy conditions