Refund policy

Returns and Refunds Policy

Matthew Bartolo, trading as PleasureMalta
Flat 2, 10 Triq il-Qolla, Ħaż-Żebbuġ ZBG 1511, Malta
VAT: MT17644203

Last updated: 5 August 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 14 calendar days without giving a reason. PleasureMalta voluntarily offers a 15-day cancellation window, starting from the day you (or a person you nominate) receive the goods. For Bolt orders, the window starts on 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 exercise your right of withdrawal, tell us clearly before the window expires. You may:

  • Email us at info@pleasuremalta.com with your order number and the items concerned; or
  • Use the model withdrawal form in section 10 below; or
  • Make any other clear statement of your decision to withdraw, by post to the address above.

You do not have to give a reason. We will acknowledge your request without delay and reply with return instructions, including the return address and any reference number. Please do not send items back before contacting us, as unannounced returns may be delayed in processing.

Return address (on confirmation): Matthew Bartolo, trading as PleasureMalta, Flat 2, 10 Triq il-Qolla, Ħaż-Żebbuġ ZBG 1511, Malta

You must send the goods back without undue delay and in any event within 14 days of telling us you are withdrawing.

3. What Can Be Returned

For change-of-mind returns under the right of withdrawal, items should be:

  • In a condition that allows resale, with seals, tags, and accessories intact;
  • In their original packaging where possible;
  • Accompanied by proof of purchase (order confirmation or receipt).

You may handle and inspect goods as you would in a shop. You are only liable for any diminished value resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

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 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. Your rights in respect of faulty goods (section 5) are unaffected.

4. Return Shipping Costs

You are responsible for the direct 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 as soon as you reasonably can, ideally 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.

Contacting us quickly helps us resolve things faster and to open a carrier claim where relevant. It is a request, not a deadline. Your statutory rights under EU Directive 2019/771 and the Consumer Affairs Act (Chapter 378 of the Laws of Malta) last for two years from delivery and are not lost if you report a fault later.

Where goods are faulty, damaged, or incorrectly supplied we will arrange collection, repair, replacement, or a full refund (including original and return shipping costs), in accordance with your statutory rights. In these cases you do not pay return shipping.

6. Refund Process and Timing

  • Refunds are issued to the original payment method. We are unable to refund to an alternative card or account unless you expressly agree.
  • We will refund you without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back, or until you supply evidence of having sent them, whichever is earlier.
  • Your bank or card issuer may take additional time to credit the refund to your account.
  • Refunds include the price of the items and the standard outbound delivery cost. Where you chose a more expensive delivery option than our cheapest standard option, we refund the standard rate only. Where the item was faulty, damaged, or incorrectly supplied, all delivery costs are refunded.
  • You will not incur any fee as a result of the refund.

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 or 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, and you may exercise your right of withdrawal with us directly.
  • 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, refund deadlines) 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. This does not affect your right to a replacement where goods are faulty.

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, which we extend to 15 days;
  • 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, for two years from delivery;
  • Your protections under the Consumer Affairs Act (Chapter 378 of the Laws of Malta).

If you have a complaint we cannot resolve, consumers in Malta may refer the matter to the Office for Consumer Affairs at the MCCAA or to the Consumer Claims Tribunal. Consumers elsewhere in the EU may contact the European Consumer Centre Malta. See our Legal Notice.

10. Model Withdrawal Form

You may use the form below to exercise your right of withdrawal, but you are not obliged to. Complete and return it only if you wish to withdraw from the contract.

To: Matthew Bartolo, trading as PleasureMalta, Flat 2, 10 Triq il-Qolla, Ħaż-Żebbuġ ZBG 1511, Malta. Email: info@pleasuremalta.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

_______________________________________________

Ordered on (*) / received on (*): _____________________

Name of consumer(s): _____________________________

Address of consumer(s): __________________________

Order number: ___________________________________

Signature of consumer(s) (only if this form is notified on paper): _____________________

Date: ____________________

(*) Delete as appropriate.

11. Contact Us

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

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