Guides › Consumer Rights — Faulty Goods and Complaints

Consumer Rights — Faulty Goods and Complaints

Returns, repairs, refunds, online shopping

Bought something faulty in Malta? You have strong legal rights. Sellers must repair, replace or refund defective goods. Here is how to enforce your rights.

1. Know your rights — what the law guarantees you

   Under Maltese and EU law, any goods you buy must be: of satisfactory quality, fit for the purpose they were sold for, and match their description. If they are not, the seller must remedy this. For goods bought after 1 January 2022, the legal guarantee period is 2 years. The seller cannot simply refer you to the manufacturer — your contract is with the seller.

2. Online purchases — you have 14 days to cancel for any reason

   If you bought online, by phone or at your door (distance or off-premises contracts), you have 14 days from delivery to cancel and get a full refund — no reason needed. Contact the seller in writing. They must refund within 14 days of receiving the returned goods. Some exceptions apply: perishables, custom-made items, opened software, downloaded content.

3. Contact the seller in writing first

   Write to the seller (email is fine, keep a copy) clearly stating: what you bought, when you bought it, what the fault is, and what you want — repair, replacement or refund. Give them a reasonable deadline (7-14 days). Keep all replies. Many disputes are resolved at this stage without any formal complaint.

4. Choose your remedy — repair, replacement or refund

   For faulty goods: within 30 days of purchase you can demand a full refund. After 30 days (up to 2 years) you are first entitled to a repair or replacement. If repair or replacement fails or is not done within a reasonable time, you can then demand a price reduction or full refund. The seller pays for any repair or replacement — you should not have to pay.

5. File a complaint with the MCCAA

   If the seller refuses to cooperate, file a complaint with the Malta Competition and Consumer Affairs Authority (MCCAA) at mccaa.org.mt or call 2395 2000. The MCCAA investigates complaints, contacts the trader and attempts to reach an amicable solution. This service is free. MCCAA can also enforce compliance with consumer law.

6. Take the case to the Consumer Claims Tribunal

   If MCCAA mediation fails, file a case with the Consumer Claims Tribunal — a free, informal body that handles consumer disputes. You do not need a lawyer. File at mccaa.org.mt. The Tribunal can award compensation, order a refund or order the trader to honour the contract. Decisions are binding.

7. Cross-border EU purchases — contact ECC Malta

   If you bought from a seller in another EU country and have a dispute, contact the European Consumer Centre Malta (ECC Malta) — part of the EU-wide ECC-Net. They provide free advice and assistance for cross-border disputes. Contact via mccaa.org.mt. Alternatively, use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.