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Returns & Refunds Policy

Last Updated: April 29, 2025

Our Promise to You

We want every cup of our Maltese coffee to bring you joy. If you’re not completely satisfied with your purchase, we’re here to help make it right.

Your Cooling-Off Rights (EU Customers)

As an EU-based business, we honor your right to change your mind:

  • You have 14 days after receiving your coffee to notify us if you wish to return it
  • No need to provide a reason – simply email us at info@homemadecoffeemalta.com.mt
  • Return the unopened, unused coffee in its original packaging within 14 days of notifying us
  • We’ll refund your purchase price (excluding original shipping costs) within 14 days using your original payment method

For customers outside the EU, we’ll consider returns on a case-by-case basis with the same spirit of fairness.

If Something’s Not Right

Damaged, Defective, or Incorrect Items

Sometimes things don’t go as planned. If your coffee arrives damaged, defective, or isn’t what you ordered:

  1. Contact us within 7 days of delivery
  2. Include your order number and photos of the issue (if possible)
  3. We’ll provide a return shipping label at our expense
  4. Once we receive the return, we’ll promptly send a replacement or issue a full refund including original shipping costs

Not Quite to Your Taste?

If you’re simply not satisfied with your coffee for any reason:

  • Return unopened packages within 30 days of delivery
  • Email us first at info@homemadecoffeemalta.com.mt with your order number
  • You’ll be responsible for return shipping costs
  • We’ll refund the product price (excluding original shipping) within 14 days of receiving the return

Shipping Details

For EU Returns

  • We recommend using MaltaPost with tracking
  • Keep your proof of postage until we confirm receipt

For International Returns

  • Please use a tracked courier service
  • Mark the package as “Returned Goods” to avoid additional customs fees
  • You’ll be responsible for return shipping costs and any customs duties

Items We Cannot Accept

For health and safety reasons, we cannot accept returns of:

  • Opened or used coffee packs (unless defective)
  • Products not in their original packaging
  • Items purchased more than 30 days ago

Simple Return Process

  1. Contact us at info@homemadecoffeemalta.com.mt
  2. Securely package your coffee in its original packaging
  3. Ship according to our instructions
  4. Receive your refund within 14 days of our receiving your return

Questions?

We’re here to help make this process as smooth as possible:

  • Email: info@homemadecoffeemalta.com.mt
  • Address: Sylvia’s Workshop, Għajnsielem, Gozo, Malta
  • Response time: Within 48 hours

Your Legal Rights

This policy complements your statutory rights under EU and Maltese consumer protection laws. For more information, you can contact the Malta Competition and Consumer Affairs Authority (MCCAA):

  • Website: https://mccaa.org.mt
  • Email: info@mccaa.org.mt
  • Address: Mizzi House, National Road, Blata l-Bajda, HMR 9010, Malta