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.
We accept online orders via Debit / Credit card or PayPal. We do not accept cheques or money orders. We can accept cash on delivery if your order is being delivered in person by our delivery driver. Please let us know if you would like to do that. Trade customers also have the option of paying by BACS but this is not applicable to retail customers unless expressly agreed beforehand.
Delivery is free of charge. Smaller orders are delivered by Malta Post. We personally deliver larger orders and will contact you to arrange delivery at your convenience. Please note that all engraved pet tags go by international post.
At checkout, please enter your delivery address and contact phone number. Malta Pets will not be held responsible for errors in the delivery address. If your order is not going by post, the driver will need to call you about a delivery date, so please type your contact phone number carefully.
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.
Returns and exchanges for non-personalised, non-bespoke and non-edible items are accepted providing that we have been informed 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 for 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.
Non-arrival of goods
Smaller orders sent by Malta Post should arrive within 1-3 working days. Please contact us if your order hasn't arrived within 1 week of the expected arrival of the order. The pet tags are engraved in Switzerland and have a delivery time of approx. 5 working days. For pet tags, please let us know if your tag has not arrived and the delay has exceeded 2 weeks past the date of expected arrival. Please note that missing pet tags are replaced, not refunded.
Faulty or Damaged Items
In the unlikely event that your goods arrive broken, damaged or faulty, please retain the item(s) and contact us immediately (within 24 hours of receipt of the goods).
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.