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

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

3.3 Availability

  • All products are subject to availability
  • We reserve the right to discontinue products at any time
  • 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

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

4.2 Payment Methods

We accept the following payment methods:

  • Credit/Debit Cards (Visa, Mastercard)
  • Revolut Pay
  • Google Pay
  • Apply Pay
  • Cash (for collection orders only)

4.3 Payment Processing

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

5. Ordering Process

5.1 Order Placement

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

5.2 Order Acceptance

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

6. Collection and Delivery

6.1 Service Areas

Malta: Local pickup only from our Zebbug location
Gozo: Delivery available to Xagħra

6.2 Collection Process (Malta)

  • All Malta orders are available for collection only
  • Collection address: Willingness Hub, Qolla Street, Zebbug ZGB1511, Malta OR Camp Willingness Programmes location/s.
  • You will be notified via email when your order is ready for collection
  • Please bring your order confirmation email
  • Orders not collected within 14 days may be cancelled and refunded

6.3 Gozo Delivery (Xaghra and Nadur Only)

  • Delivery time: 3-7 business days
  • Delivery charges will be calculated at checkout based on order value
  • Free delivery may be offered for orders above certain values (as advertised)
  • Goods will be delivered to the address provided during checkout
  • A signature may be required upon delivery
  • If delivery cannot be completed, the courier will leave a delivery notice
  • Uncollected packages will be returned to us, and redelivery charges may apply

7. Returns and Refunds

7.1 EU Consumer Rights

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

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

7.2 Return Conditions

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

7.3 Faulty or Damaged Goods

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

7.4 Refund Process

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

8. Privacy and Data Protection

8.1 GDPR Compliance

We comply with the EU General Data Protection Regulation (GDPR) and Malta’s Data Protection Act.

8.2 Data Collection

We collect personal information necessary to:

  • Process and fulfill orders
  • Communicate about your orders
  • Improve our services
  • Comply with legal obligations

8.3 Data Usage

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

9. Intellectual Property

9.1 Website Content

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

9.2 Trademarks

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

10. Liability and Warranties

10.1 Limitation of Liability

  • Our liability is limited to the purchase price of goods sold
  • We are not liable for indirect, special, or consequential damages
  • Nothing in these terms limits liability for death, personal injury, or fraud

10.2 Warranties

  • Goods are sold with statutory warranties as required by EU consumer law
  • Manufacturing defects are covered by manufacturer warranties where applicable
  • We make no additional warranties beyond those required by law

11. Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters
  • Government actions
  • Strikes or labor disputes
  • Transportation disruptions
  • Supplier failures

12. Governing Law and Jurisdiction

12.1 Applicable Law

These terms are governed by the laws of Malta and the European Union.

12.2 Dispute Resolution

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

12.3 Jurisdiction

Malta courts have exclusive jurisdiction over any disputes that cannot be resolved amicably.

13. Changes to Terms

13.1 Modifications

  • We may update these terms at any time
  • Changes will be posted on this page with a new “Last Updated” date
  • Continued use of our website constitutes acceptance of updated terms

13.2 Notification

  • Significant changes will be communicated via email when possible
  • You should review these terms regularly

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 provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.