Last updated: 27 September 2026
This policy applies to consumer purchases made from Sanchez Micallef. It does not restrict any mandatory rights available under Maltese or European Union consumer law.
1. Online purchases: 14-day withdrawal right
If you purchase goods through our website, by telephone or through another distance-selling method, you may withdraw from the purchase without giving a reason.
You must inform us of your decision within 14 calendar days after you, or a person nominated by you other than the carrier, receives the goods.
If products from the same order are delivered separately, the withdrawal period begins when the final product is received.
To exercise your right of withdrawal, send us a clear statement containing:
- Your name and contact details
- Your order number
- The product or products being returned
- The date on which the goods were received
- A clear statement that you wish to withdraw from the purchase
Please send your notice to:
Email: sales@sanchezmicallef.com
Telephone/WhatsApp: +356 9944 1610
You may use the model withdrawal form at the bottom of this policy, but this is not compulsory.
2. Returning an online purchase
After notifying us of your withdrawal, the goods must be returned or handed back without undue delay and no later than 14 days after the date on which you notified us.
Returns must be sent or delivered to:
Contact us for Return Address
Please include your order number or proof of purchase so that we can identify your return.
Do not return goods directly to the manufacturer or supplier.
3. Return transport and collection costs
For a change-of-mind return, the customer is fully responsible for the direct cost and safe transportation of the returned goods.
The customer may arrange and pay for their own suitable return transport. We recommend using a trackable service, as the goods remain the customer’s responsibility until they are received by us.
Where requested and reasonably available, we may arrange collection of the returned goods. The following collection charges will normally apply:
- Malta: €10
- Gozo: The customer is fully responsible for the direct cost and safe transportation of the returned goods.
If the original delivery was paid, the return-collection charge is a separate cost.
If the original order qualified for free delivery, return collection is not free. The applicable Malta or Gozo collection charge shown above will still be payable. We will not retrospectively charge for the original delivery where it was advertised as free.
The collection charge may be paid in advance or deducted from the amount being reimbursed.
Oversized, unusually heavy or bulky goods may require a higher collection charge. Where applicable, an estimated return cost will be displayed on the product page, communicated before checkout or otherwise agreed before collection.
A failed collection caused by the customer’s absence, inadequate packaging or failure to make the goods available may result in an additional reasonable collection charge.
These charges apply to change-of-mind returns. Where goods are confirmed to be defective, damaged on delivery, incorrectly supplied or otherwise non-conforming, we will bear the reasonable return or collection cost.
4. Inspection and condition of returned goods
Customers may handle and inspect an item only to the extent reasonably necessary to establish its nature, characteristics and operation—similar to the inspection that would normally be possible in a physical shop.
The customer is responsible for any reduction in value caused by handling or use beyond what is reasonably necessary for such an inspection. Any deduction will reflect the actual reduction in value and the condition of the returned product.
Whenever reasonably possible, products should be returned complete with their:
- Original packaging
- Accessories and components
- Labels and tags
- Instructions and documentation
- Protective materials
Missing or damaged packaging will not automatically remove a statutory withdrawal right. However, it may be considered where it has caused a genuine reduction in the product’s resale value.
5. Christmas and seasonal products
The statutory withdrawal right also applies to standard Christmas and seasonal products purchased online. It is not, however, a right to use products for Christmas, an event or a seasonal display and then return them as unused goods.
The following may constitute handling or use beyond what is reasonably necessary to inspect a product:
- Displaying or operating Christmas lights for an extended period
- Fully shaping, decorating or displaying an artificial Christmas tree
- Installing lights, garlands, wreaths or decorations
- Using animated or musical decorations for an event or seasonal display
- Removing protective materials, secured components or tags unnecessarily
- Exposing goods to weather, moisture, smoke, odours, wax, glitter or other decorations
- Returning goods with marks, bent components, missing accessories or other signs of use
Where returned Christmas or seasonal products show use beyond reasonable inspection, we may deduct the objectively demonstrated reduction in value.
Where the condition or use of a product has removed all reasonable resale value, the deduction may amount to the full product value.
This condition assessment does not affect the customer’s separate rights where goods are defective or otherwise non-conforming.
6. Christmas returns after 24 December
Except where mandatory consumer rights apply, we do not accept change-of-mind returns or exchanges of Christmas or seasonal goods after 24 December of the relevant Christmas season.
This cutoff applies to:
- Voluntary returns or exchanges offered by us in addition to statutory rights; and
- Fault-free goods purchased from our physical shop.
For goods purchased online, this cutoff does not shorten the customer’s statutory 14-day withdrawal period. If that legally applicable withdrawal period extends beyond 24 December, a withdrawal properly notified within the statutory period will still be processed under this policy.
The customer remains responsible for any reduction in value resulting from seasonal use or handling beyond what was reasonably necessary to inspect the goods.
The 24 December cutoff does not affect statutory rights concerning goods that are defective, damaged on delivery, incorrectly supplied, not as described or otherwise non-conforming.
7. Products excluded from the online withdrawal right
The statutory change-of-mind withdrawal right does not apply where an applicable legal exception exists, including:
- Goods made to the customer’s specifications or clearly personalised
- Sealed goods unsuitable for return for health or hygiene reasons after being unsealed
- Goods liable to deteriorate or expire rapidly
- Sealed software, audio or video products after being unsealed
- Digital content once supply has begun with the customer’s prior express consent and acknowledgement
- Services fully performed after the customer expressly requested performance and acknowledged the loss of the withdrawal right
A product is not considered personalised merely because the customer selected an ordinary colour, size or standard variation offered on our website.
Discounted, promotional and sale products retain their statutory online withdrawal rights unless a specific legal exception applies.
8. Reimbursement following an online withdrawal
When a valid withdrawal is exercised, we will reimburse the payments covered by the withdrawal as required by law.
Where the complete order is withdrawn, this will include the cost of the least expensive standard delivery method offered for that order. Additional amounts paid for express, premium or optional delivery are not reimbursable beyond the cost of standard delivery.
The customer’s return or collection cost is treated separately and may be deducted from the amount being reimbursed where we arranged the collection.
We may withhold reimbursement until:
- We have received the returned goods; or
- The customer provides satisfactory evidence that the goods have been sent back,
whichever occurs first.
Reimbursement will normally be made through the original payment method unless the customer expressly agrees to another method.
We may offer store credit or an alternative product, but the customer is not required to accept store credit where the law entitles them to monetary reimbursement.
9. Defective, damaged or incorrectly supplied goods
Change-of-mind returns are separate from the customer’s legal rights concerning defective or non-conforming goods.
Goods sold to consumers are covered by the applicable legal guarantee. A product may be non-conforming if it:
- Is defective
- Does not correspond with its description
- Does not have the advertised characteristics
- Is unsuitable for its normal intended purpose
- Is supplied without required components
- Does not include adequate instructions
- Was incorrectly installed by us or because of inadequate instructions supplied with it
Where goods are non-conforming, the legally appropriate remedy will normally begin with repair or replacement, free of charge and within a reasonable time.
Where repair or replacement is impossible, disproportionate, unsuccessful, not completed within a reasonable time or would cause significant inconvenience, the customer may be entitled to an appropriate price reduction or to terminate the contract and receive reimbursement, subject to the applicable legal conditions.
Store credit or a different product may be accepted voluntarily by the customer but does not replace a mandatory statutory remedy.
We may request photographs, video, product information or an opportunity to inspect the product before confirming the appropriate remedy.
10. Damage, misuse and normal wear
The legal guarantee does not cover problems caused after delivery by:
- Accidental damage
- Misuse or use contrary to the supplied instructions
- Incorrect installation or assembly not caused by inadequate instructions
- Improper storage
- Exposure to unsuitable weather or environmental conditions
- Unauthorised modifications or repairs
- Normal wear and tear
- Failure to follow maintenance or safety instructions
This does not exclude liability for a defect or non-conformity that existed when the product was delivered.
11. Purchases made in our physical shop
For fault-free goods selected and purchased entirely inside our physical shop, we do not accept returns, exchanges or cancellations merely because the customer:
- Changed their mind
- Selected the wrong product, size or colour
- No longer requires the product
- Found the product elsewhere at a different price
- Used the product for Christmas or another event
- Wishes to return a Christmas product after the Christmas season
Any discretionary exchange or store credit must be confirmed by us and does not establish an ongoing entitlement.
This does not affect statutory rights where a product is defective, not as described or otherwise non-conforming.
If an order is fully concluded and paid for online but collected from our shop, it will generally be treated as an online purchase.
A product merely reserved online, but selected and purchased inside our physical shop, will generally be treated as an in-store purchase.
12. Proof of purchase
We may request reasonable evidence that the product was purchased from us, including:
- The original receipt
- An order confirmation
- A card or electronic-payment record
- Another document that reasonably identifies the purchase
The absence of original packaging does not by itself remove statutory rights concerning defective goods.
13. Business and wholesale purchases
The statutory consumer withdrawal right does not apply to purchases made wholly or mainly for business, trade, professional or resale purposes.
Business and wholesale returns are accepted only where agreed by us in writing or where required under the law governing the business transaction.
14. Contact us
For withdrawal notices, returns, defective-product claims or questions about this policy, contact:
Sanchez Micallef
Email: sales@sanchezmicallef.com
WhatsApp: +356 9944 1610
Return address: To contact first for return address.
Model withdrawal form
Complete and send this form only if you wish to withdraw from an eligible online purchase.
To: Sanchez Micallef
Email: sales@sanchezmicallef.com
Address: To contact first for return address.
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Product or products: ______________________________
Order number: ___________________________________
Ordered on: ______________________________________
Received on: _____________________________________
Customer’s name: _________________________________
Customer’s address: _______________________________
Customer’s signature, if submitted on paper:
Date: ____________________________________________