Returns & Refunds Policy

Willingness Malta
Last Updated: June 17, 2025

Terms and Conditions

Overview

At Willingness Malta, we want you to be completely satisfied with your purchase. Our returns and refunds policy complies with EU consumer protection laws and provides you with comprehensive rights for returning products.

Our return period is 14 days in accordance with EU Directive 2011/83/EU. If 14 days have passed since you received your purchase, unfortunately we can’t offer you a full refund or exchange, except in cases of defective or damaged goods.

Your EU Consumer Rights

As a consumer in the European Union, you have the legal right to:

  • Cancel your order within 14 days of receiving goods without giving any reason
  • Return goods within 14 days of your cancellation notice
  • Receive a full refund within 14 days of us receiving the returned goods in good condition

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

The following items cannot be returned for hygiene and safety reasons:

  • Items that have been personalized or customized
  • Products damaged by misuse or normal wear
  • Items returned without original packaging (where packaging is essential for the product)

Please note: We do not sell gift cards, downloadable products, or perishable goods.

Defective or Damaged Goods

If you receive defective or damaged goods:

  • Report the issue within 48 hours of delivery
  • Take photos of the damage for our records
  • We will arrange free collection and provide a full refund or replacement
  • No return shipping costs for genuinely faulty items

Contact us immediately at outreach@willingness.com.mt or +356 79291817

How to Return Items

Step 1: Contact Us

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

  • Your order number (from confirmation email)
  • Reason for return
  • Photos if the item is damaged

Step 2: Return Authorization

We will provide you with:

  • Return authorization number
  • Return shipping instructions
  • Return address 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

  1. Receipt confirmation: We’ll email you within 2 business days of receiving your return
  2. Inspection: Items are inspected within 3-5 business days
  3. Refund approval: You’ll be notified of approval or rejection via email
  4. 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:

  1. Check your account: First check your bank account/card statement again
  2. Contact your bank: There may be processing delays on their end
  3. Contact your card company: It may take time for refunds to be officially posted
  4. 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:

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 following the same 14-day policy
  • Clearance items may have specific return conditions (clearly marked at purchase)
  • All returns must meet the same condition requirements

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

Your satisfaction is important to us. If you have any concerns about your purchase, please contact us and we’ll do our best to resolve the issue promptly and fairly.