Returns, Refunds & Cancellations Policy

Willingness Malta Version 2.0 — 5 August 2026

This policy forms part of our Terms & Conditions. It covers both the goods and the services we sell, and the rules are different for each, so please read the section that applies to you.

1. Quick summary

What you bought	What applies
Books, toys, clothing, merchandise, games	14-day right to change your mind, plus your statutory rights if faulty
Sealed self-test kits and food supplements	14-day right applies only while the seal is intact, plus your statutory rights if faulty
Personalised or custom-made items	No right to change your mind, plus your statutory rights if faulty
Appointments, sessions, camps, workshops, room hire	Arrangements vary by service. Contact us and we will tell you what applies

2. Goods: changing your mind within 14 days

Under Directive 2011/83/EU, as transposed into Maltese law, you may cancel a purchase of goods within 14 days of the day you or someone you nominated received them, without giving any reason.

Tell us within 14 days. Email [email protected] with your order number, or use the withdrawal form in section 8. Any clear statement that you are cancelling is enough.
Send the goods back within 14 days of telling us.
We refund you within 14 days of receiving your cancellation notice. We may wait until we have the goods back, or until you show proof that you have sent them, whichever comes first.

2.1 What we refund

We refund the price you paid for the goods plus the standard delivery charge you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard cost and you bear the difference.

2.2 Handling the goods before you return them

You are free to examine and handle the goods as you reasonably would in a shop. You do not lose your right to cancel by opening a box or trying something on. If you have handled the goods more than was necessary to establish their nature, characteristics and functioning, and their value has dropped as a result, we may reduce your refund to reflect that loss in value. We will always explain any deduction before we make it.

To keep your refund whole, please return items with any original tags and packaging, clean, and in a resaleable state where you can.

2.3 When the 14-day right does not apply

The law lists cases where the right to change your mind does not apply. For what we sell, those are:

Sealed goods that cannot be returned for health protection or hygiene reasons, once unsealed. This covers self-test kits and food supplements. While the seal is intact you can still return them.
Goods made to your specification or clearly personalised.
Services fully performed, where you asked us to start within the 14-day window and acknowledged you would lose the right to withdraw once complete.
Leisure services tied to a specific date or period, including camps, programmes, workshops, events and room hire.

None of these exceptions affect your rights if an item is faulty, damaged or not as described.

3. Services: appointments, camps, workshops and room hire

Cancellation, rescheduling and refund arrangements vary from one service to another. A therapy appointment, a camp place, a workshop seat and a room booking each work differently, and the arrangements that apply to yours are confirmed to you when you book.

If you need to cancel, reschedule, or ask about a refund for any booked service, contact the Willingness team as early as you can. We will tell you exactly what applies to your booking and do our best to accommodate you.

Email: [email protected]
Phone: +356 79291817
Business hours: Monday to Friday, 08:30 to 20:30; Saturday, 08:30 to 16:00

If we cancel or cannot deliver a booked service, we will offer you an alternative date or a full refund, whichever you prefer.

4. Faulty, damaged or wrong items

This is separate from changing your mind, and it lasts far longer than 14 days. Under EU and Maltese consumer law you have a statutory guarantee against defects for at least two years from delivery.

Tell us as soon as you notice the problem. For visible transit damage, telling us within 48 hours helps us resolve it fastest, but it does not limit your statutory rights.
Send photographs where you can.
We arrange and pay for collection. You never pay return postage on a faulty or incorrectly supplied item.
You are entitled to a repair or replacement, and to a price reduction or a refund where that is not possible or not done within a reasonable time.

5. How to return an item

Step 1: Tell us

Email [email protected] with your order number, which items you are returning, the reason, and photographs if the item is damaged.

Step 2: We confirm

We reply with a return reference, the return address, and instructions. If the item is faulty or we sent the wrong thing, we arrange collection at our cost at this point.

Step 3: Pack and send

Pack the items securely, in their original packaging where you still have it
Include your order confirmation and the return reference we gave you
Send or bring the return to: Willingness Malta, Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta

5.1 Who pays return postage

Changing your mind: you pay the cost of sending the goods back.
Faulty, damaged or wrong item: we pay, and we arrange collection.
We recommend a tracked service. Until we receive them, the goods are your responsibility, and we cannot refund a return we never received.

6. How refunds are paid

Refunds go back to the original payment method, at no charge to you.
Cards, Revolut Pay, Google Pay and Apple Pay: we issue the refund through Revolut Merchant. It usually shows on your statement within 5 to 10 business days, depending on your bank.
Cash payments: refunded in cash or by bank transfer, whichever you prefer.
We keep you informed by email at each stage: when we receive your return, and when we issue the refund.

6.1 If a refund has not arrived

Check your statement again, then check with your bank or card issuer, since posting delays are common at their end. If it still has not appeared, email [email protected] with your order number and we will trace it.

7. Exchanges, gifts and sale items

Exchanges: we replace items that arrived faulty, damaged or incorrect, free of charge. For a different size or colour, return the item for a refund and place a new order.
Gifts: returnable under this same policy. Refunds go to the original purchaser’s payment method, so the recipient should speak to whoever bought the gift.
Sale items: returnable on the same terms as full-price items. Any specific condition on a clearance item is stated clearly at the point of purchase.
We do not currently sell gift cards, downloads or perishables.

8. Model withdrawal form

You do not have to use this form, but you may. Complete it and email it to [email protected], or post it to the address below.

To: Willingness Malta, Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta. Email: [email protected]

I hereby give notice that I withdraw from my contract of sale for the following goods:

Ordered on / received on: ______________________

Order number: ______________________

Name of consumer: ______________________

Address of consumer: ______________________

Signature (only if this form is sent on paper): ______________________

Date: ______________________

9. If you are not happy with the outcome

Please raise it with us first at [email protected]. If we cannot resolve it, you can contact:

Office for Consumer Affairs, MCCAA — Mizzi House, National Road, Blata l-Bajda ĦMR 9010, Malta. Freephone 8007 4400. mccaa.org.mt
European Consumer Centre Malta, if you live in another EU member state — eccnetmalta.gov.mt

Note: the European Commission’s Online Dispute Resolution platform closed on 20 July 2025 and is no longer available.

10. Contact

Willingness Malta
Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta
Email: [email protected]
Phone: +356 79291817
Business hours: Monday to Friday, 08:30 to 20:30; Saturday, 08:30 to 16:00

This policy is in addition to your statutory rights under EU and Maltese consumer law, and nothing in it reduces them.