Returns & Refunds Policy

Pleasuremalta Ltd Triq Mikelang Sapiano, Żebbuġ, Malta — VAT: MT17644203 Last updated: 24 April 2026

We want you to be happy with your purchase. This policy sets out your rights and the process for returning products, requesting a refund, or reporting a fault.

1. Your Right to Cancel (15-Day Window)

Under EU Directive 2011/83/EU on consumer rights, as a consumer you have a statutory right to cancel your order within a minimum of 14 calendar days. Pleasuremalta voluntarily offers a 15-day cancellation window, starting from the day MaltaPost delivers your goods (or, for Bolt orders, the day the Bolt courier hands them over).

Our approach is "no-quibble" — if you change your mind within this 15-day window and your item is eligible for return (see section 3), we will accept the return without argument.

2. How to Request a Return

To start a return, please email us with your order details:

• Email: info@pleasuremalta.com
• Include: your order number, the items you wish to return, and the reason (optional)

We will reply with return instructions, including the return address and any required reference number. Please do not send items back before contacting us — returns that arrive without prior notice may be delayed in processing.

Return address (upon confirmation): Pleasuremalta Ltd, Triq Mikelang Sapiano, Żebbuġ, Malta

3. What Can Be Returned

For change-of-mind returns under the 14-day withdrawal right, items must be:

• In their original, unused condition;
• In their original packaging, with all seals, tags, and accessories intact;
• Accompanied by proof of purchase (order confirmation or receipt).

3.1 Exceptions — items that cannot be returned

In line with Article 16 of EU Directive 2011/83/EU, the following cannot be returned once unsealed:

• Sealed goods unsuitable for return for reasons of hygiene or health protection, where the seal has been broken after delivery. For reasons of hygiene, this exception applies to most intimate products in our catalogue — including, but not limited to, vibrators, dildos, anal toys, masturbators, cock rings, lubricants, condoms (where individual packs have been opened), and similar products.
• Personalised or custom-made items.
• Sealed audio, video, or software products, where the seal has been broken.

Please inspect items carefully before breaking any hygiene seals. Once a hygiene seal is broken, the item is no longer eligible for a change-of-mind return — but your rights in respect of faulty goods (see section 5) are unaffected.

4. Return Shipping Costs

You are responsible for the cost of returning the item to us, unless the item is faulty, damaged, or sent in error (see section 5).

We recommend using a tracked shipping service, as we cannot be held responsible for return parcels lost in transit.

5. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or does not match what you ordered, please contact us within 48 hours of delivery with:

• Your order number;
• A brief description of the issue;
• Photographs of the item and the outer packaging, where possible.

We will arrange collection, replacement, or a full refund (including original and return shipping costs) — whichever you prefer. In these cases, you do not pay return shipping, and your statutory rights under EU Directive 2019/771 and the Consumer Affairs Act (Chapter 378 of the Laws of Malta) are fully preserved.

6. Refund Process and Timing

• Refunds are issued to the original payment method. We are unable to refund to an alternative card or account.
• Once we receive and inspect the returned item, we will process the refund within 30 days. In practice, most refunds are processed within 5–10 working days.
• Your bank or card issuer may take additional time to credit the refund to your account.
• Refunds include the price of the item(s). Original outbound shipping costs are non-refundable on change-of-mind returns, but are refundable where the item was faulty, damaged, or incorrectly supplied.

7. Orders Placed Through Bolt

If you ordered through the Bolt platform, the process is slightly different:

• Please raise the issue through the Bolt app first, using the order's help/support option. Bolt handles the initial customer service, refund processing, and any redelivery.
• You may also contact us directly at info@pleasuremalta.com for product-specific concerns.
• Refunds for Bolt orders are processed through the Bolt platform and returned to your original payment method.
• All other terms of this policy (condition of returned goods, hygiene-seal exception, faulty-goods rights) apply equally to Bolt orders.

8. Exchanges

We do not operate a direct exchange programme. If you want a different product, please return the original for a refund (subject to this policy) and place a new order.

9. Your Statutory Rights

Nothing in this policy limits or replaces your statutory rights as a consumer under Maltese and EU law, including:

• Your 14-day right of withdrawal under Directive 2011/83/EU;
• Your right to goods that conform to the contract under Directive 2019/771 — including the right to repair, replacement, price reduction, or termination of the contract where goods are faulty;
• Your protections under the Consumer Affairs Act (Chapter 378 of the Laws of Malta).

You may also use the EU Online Dispute Resolution platform for consumer disputes: https://ec.europa.eu/consumers/odr.

10. Contact Us

• Email: info@pleasuremalta.com
• Phone / WhatsApp: +356 7923 1234
• Post: Pleasuremalta Ltd, Triq Mikelang Sapiano, Żebbuġ, Malta
• Business hours: Monday – Friday, 9:00 AM – 5:00 PM (Malta time)

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This policy should be read together with our Terms & Conditions, Shipping Policy, Privacy Policy, and Legal Notice.