Terms & Conditions
Making a Purchase
Making a purchase could not be easier. Simply browse our online shop and add any items that you wish to buy to your shopping basket. After you have finished your selection, choose the payment method and complete the payment process. You can check out as a guest or register.
Payment and Security
We accept online orders via Debit / Credit card, PayPal or Cash on Delivery. We do not accept cheques or money orders. Trade customers also have the option of paying by BACS but this is not applicable to retail customers unless expressly agreed beforehand.
Delivery is in Malta only and is free of charge.
At checkout, please enter your delivery address and select your chosen delivery date. Please carefully enter your contact phone number. The driver may need to call you on the delivery date. Malta Pets will not be held responsible for errors in the delivery address. We may also charge for re-delivery if someone is not at the address on your specified delivery date to take possession of the order.
Delivery zones can be found at Ordering & Delivery.
To reduce disappointment and exchanges for fitted items such as dog harnesses, the delivery driver will have extra sizes on-board so if you are home with your dog at the time of delivery and you wish to try the item for size, that is no problem at all.
Returns and Exchanges
For returns or exchanges please contact us via email at firstname.lastname@example.org stating your order number, the item for return/exchange, the reason for the return/exchange and the new size required, if applicable. Items can be returned via registered post or dropped back to Malta Pets in Hamrun at a mutually agreed date/time. Alternatively, if our driver is in the area and at our discretion, we may be able to collect it for you. The customer is liable for any costs relating to the return of goods. For exchanges, where a different item or size is required, items can be swapped over when the new/replacement item is delivered to you.
Returns and exchanges for non-personalised, non-bespoke and non-edible items are accepted providing that we have been informed by email within 14 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) within 14 days. Returns and exchanges for personalised, bespoke or edible items are prohibited.
When returning items, please note that Malta Pets are not responsible for return postage or parcels that do not reach us. We will not refund for items that become lost in the post. The customer is therefore advised to send returns via a registered service or any other manner that ensures the parcel is guaranteed to arrive and/or is covered for the full cost if lost.
Faulty or Damaged Items
In the unlikely event that your goods are broken, damaged or faulty, please retain the item(s) and contact us.
Cancellations / Cooling-off
Orders can be cancelled up to the point of dispatch except in the case of bespoke, personalised or made to order items. In those cases orders can only be cancelled if the product has not already been made or started to be made for you.
All online purchases have a 'cooling-off period'. If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You then have another 14 days to send the item(s) back.
Some items are not covered by this cooling-off policy. Please see the Returns and Exchanges section above. Please note that, as in the case of all returns and exchanges, the customer is responsible for the cost of the return.
Malta Pets Gift eVouchers are valid for 12 months from the date of purchase. Gift eVouchers can be used online to purchase any items available at our online shop (one voucher per order). Gift eVouchers cannot be used without the Gift eVoucher code, cannot be redeemed for cash, cannot be replaced if they are lost or stolen, cannot be used or redeemed on previous purchases, cannot be used or redeemed to purchase other Gift eVouchers, cannot be resold, and are not refundable.
Any purchase less than the value of the Gift eVoucher causes the unused balance to be saved for use in a future transaction. Any purchase exceeding the value of the Gift eVoucher requires the use of a valid payment method to complete the online transaction.
For trade T&Cs please apply for a trade account to view the specific Trade Terms & Conditions.