Terms & Conditions

Website: www.willingness.com.mt
Last Updated: June 17, 2025

Refunds & Returns Policy

1. Company Information

Willingness Malta
Registration Number: P1900
Registered Address: Willingness Hub, Qolla Street, Zebbug ZGB1511, Malta
VAT Number: MT26805030
Email: outreach@willingness.com.mt
Phone: +356 79291817

2. Acceptance of Terms

By accessing and using this website and placing orders with us, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you must not use our website or services.

2.1 WooCommerce Platform

Our online store operates on the WooCommerce platform. All orders are processed through our secure WooCommerce checkout system. Order confirmation and tracking information will be provided via email.

3. Products and Services

3.1 Product Range

We sell books, soft toys, t-shirts, caps, and related merchandise through our online WooCommerce store.

3.2 Product Information

  1. All product descriptions, images, and specifications are provided for guidance only
  2. All products sold are brand new
  3. We make every effort to ensure accuracy but cannot guarantee that all information is complete or error-free
  4. Colors may vary slightly due to screen display differences

3.3 Availability

  1. All products are subject to availability
  2. We reserve the right to discontinue products at any time
  3. If a product becomes unavailable after you place an order, we will notify you immediately and offer a full refund

4. Pricing and Payment

4.1 Pricing

  1. All prices are displayed in Euros (EUR) and include applicable VAT
  2. Prices may change without notice, but any changes will not affect orders already confirmed

4.2 Payment Methods

We accept the following payment methods:

  1. Credit/Debit Cards (Visa, Mastercard)
  2. Revolut Pay
  3. Google Pay
  4. Apply Pay
  5. Cash (for collection orders only)

4.3 Payment Processing

  1. Payment must be received before goods are made available for collection
  2. All transactions are processed securely through our WooCommerce platform
  3. We reserve the right to refuse payment for any reason

5. Ordering Process

5.1 Order Placement

  1. Orders are placed through our WooCommerce checkout system
  2. You will receive an order confirmation email upon successful submission
  3. An order confirmation does not constitute acceptance of your order

5.2 Order Acceptance

  1. We reserve the right to accept or decline any order
  2. Orders are accepted when we confirm your goods are ready for collection
  3. We may contact you to verify order details before processing

6. Collection and Delivery

6.1 Defined Service Areas as Stated in the T&Cs User Agreement

Firstly, we offer local pickup for all orders placed in Malta, strictly from our Zebbug location. Meanwhile, in Gozo, delivery services are available exclusively to the locality of Xagħra.

6.2 Active Collection Process (Malta) – As Outlined in the T&Cs User Agreement

  1. If you select local collection during checkout, your order will be available accordingly. Specifically, you can collect from Willingness Hub, Qolla Street, Zebbug ZGB1511, Malta, or from designated Camp Willingness Programmes locations.
  2. Once your order is ready, we will notify you via email. Therefore, please remember to bring your order confirmation email when collecting. However, if you fail to collect within 21 days, we may cancel the order and issue a refund.

6.3 Delivery to Malta & Gozo under the T&Cs User Agreement

  1. Following your purchase confirmation, we aim to deliver your order within 3 to 7 business days. Additionally, we calculate delivery charges during checkout based on your order’s total value.
  2. As an added benefit, we offer free delivery for orders exceeding specific amounts, as clearly advertised on our website. All goods are shipped directly to the address you provide during checkout.
  3. Moreover, our courier may require your signature upon successful delivery. If delivery cannot be completed, the courier will leave a notice detailing the next steps.
  4. Lastly, if you fail to collect the package after delivery attempts, it will return to us, and redelivery charges may then apply.

7. Returns and Refunds under the T&Cs User Agreement

7.1 Exercising EU Consumer Rights within the T&Cs User Agreement

In accordance with EU Directive 2011/83/EU, you have the right to:

  1. Cancel your order within 14 days of receiving/collecting goods without giving reason
  2. Return goods within 14 days of cancellation notice
  3. Receive a full refund within 14 days of us receiving returned goods

7.2 Meeting Return Conditions as per the T&Cs User Agreement

  1. Goods must be returned in original condition and packaging
  2. You are responsible for return delivery to our Zebbug location
  3. Books must be returned in the same condition as received
  4. Personalized or custom items may not be returnable

7.3 Handling Faulty or Damaged Goods through the T&Cs User Agreement

  1. Report any damage or faults within 48 hours of collection/delivery
  2. We will provide full refund or replacement
  3. Take photos of damaged items for our records

7.4 Initiating the Refund Process under the T&Cs User Agreement

  1. Refunds will be processed to the original payment method
  2. Processing time: 5-10 business days after we receive returned goods

8. Privacy and Data Protection

8.1 GDPR Compliance

We fully comply with the EU General Data Protection Regulation (GDPR) and Malta’s Data Protection Act. Furthermore, we actively protect your personal data by applying strict privacy practices and ensuring transparency in every process.

8.2 Data Collection

We collect personal information necessary to:

  1. Process and fulfill orders
  2. Communicate about your orders
  3. Improve our services
  4. Comply with legal obligations

8.3 Data Usage

  1. Your data will not be shared with third parties except as necessary for order fulfillment
  2. You have the right to access, correct, or delete your personal data
  3. Full details are available in our Privacy Policy

9. Intellectual Property

9.1 Website Content

  1. All content on this website is protected by copyright
  2. You may not reproduce, distribute, or modify any content without permission
  3. Product images and descriptions are for our exclusive use

9.2 Trademarks

  1. All trademarks and brand names remain the property of their respective owners
  2. Our company name and logo are our registered trademarks

10. Liability and Warranties

10.1 Limitation of Liability

  1. Our liability is limited strictly to the purchase price of the goods sold.
  2. However, we are not liable for any indirect, special, or consequential damages that may arise.
  3. Nonetheless, nothing in these Terms & Conditions limits liability in cases involving death, personal injury, or fraud.

10.2 Warranties

  1. We sell all goods with statutory warranties, as required under EU consumer protection laws.
  2. Where applicable, manufacturer warranties also cover any manufacturing defects.
  3. We do not offer any additional warranties beyond those legally required.

11. Force Majeure

We do not accept liability for delays or failures caused by circumstances beyond our reasonable control. These circumstances may include, but are not limited to:

  1. Supplier failures, which may halt service delivery when essential goods or services cannot be sourced or provided.
  2. Natural disasters, which may significantly disrupt our operations and hinder our ability to deliver services on time.
  3. Unexpected government actions, which could affect legal compliance or restrict access to specific services.
  4. Strikes or labour disputes, which might limit our operational resources and delay the fulfilment of commitments.
  5. Transportation disruptions, which can interfere with supply chains and result in delayed deliveries or limited service availability.

12. Governing Law and Jurisdiction

12.1 Applicable Law

These Terms & Conditions are actively governed and clearly interpreted in line with the laws of Malta and the European Union. As a result, all rights, responsibilities, and obligations are consistently upheld within this established legal framework.

12.2 Dispute Resolution

  1. We encourage resolution of disputes through direct communication
  2. If needed, disputes will be resolved through Malta’s consumer protection mechanisms
  3. EU customers may use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

12.3 Jurisdiction

The courts of Malta hold exclusive jurisdiction over any disputes arising under these Terms & Conditions that cannot be resolved amicably, ensuring all matters are addressed through the appropriate legal channels.

13. Changes to Terms

13.1 Modifications

  1. We may update these Terms & Conditions at any time to reflect changes in our services or policies.
  2. Therefore, we will clearly post any amendments on this page, along with a newly stated “Last Updated” date for your reference.
  3. By continuing to use our website after such updates, you actively acknowledge and accept the revised Terms & Conditions without exception.

13.2 Notification

  1. We will actively notify you of significant changes to these Terms & Conditions via email whenever possible, ensuring you remain informed and up to date with the latest terms.
  2. We strongly encourage you to review these Terms & Conditions regularly to stay informed about your rights and responsibilities when using our services.

14. Contact Information

For questions about these Terms and Conditions, please contact us:

Email: outreach@willingness.com.mt
Phone: +356 79291817
Address: Willingness Hub, Qolla Street, Zebbug ZGB1511, Malta
Business Hours: 09:00 – 18:00

15. Severability

If any part of these Terms & Conditions is ever deemed invalid or unenforceable by a court, the remaining provisions will still apply. Therefore, your continued use of our services will remain governed by the valid sections, ensuring uninterrupted legal clarity and enforceability throughout.