DocMuse is a private, paid service run by The Muse Technology EOOD (Bulgaria). It is not a Maltese government website and is not connected with servizz.gov.mt, the Courts of Malta or any other public body. It is not a law firm, an advocate, a legal procurator or a notary; it sells self-help documents and gives no legal advice.
Withdrawal from an online purchase (Malta)
Malta · in English · for consumers
€2.00Fill it in online free — pay only to download
11 questions · about 5 min
Made for use in Malta
Fill in the form
Your answers stay on this device for 7 days, or until you clear them.
- Instant download after payment
- Backup link emailed to you
- No account needed
For a consumer in Malta who bought goods or a service online, by phone or away from the trader's premises and has changed their mind. The notice withdraws the contract within the withdrawal period under the Consumer Rights Regulations (S.L. 378.17) — 14 days, or 30 days for a purchase made during an unsolicited visit to your home or on an excursion the trader organised — with no reason needed, and asks for a refund within 14 days. The model form the trader must give you, or the trader's own online form, does the same job free. Send it by registered letter and keep the post office receipt.
- Made for use in Malta
- Last updated November 3, 2026
- Document in English
Published byDocMuse
When to use this document
- You ordered something online in Malta and changed your mind after it arrived.
- The online shop in Malta says you cannot return an item you have only just received.
- You signed up for a service over the phone in Malta and want to back out.
- You want to cancel an online purchase in Malta and ask for your money back.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- City
- Sender's postcode
- Date
- Trader
- Trader's postal address
- Order number
- Date of the order
- Date the goods were received
- Goods or services withdrawn from
Common questions
- How long do I have to withdraw an online purchase in Malta?
- For goods, 14 days from the day you, or someone you name other than the carrier, receive them; for an order delivered in several parts, from the day the last part arrives. For a service, 14 days from the day the contract was made. For a contract made during an unsolicited visit to your home, or on an excursion the trader organised, the period is 30 days instead. If the trader never told you about the right to withdraw, the period runs for up to 12 months longer. Your notice is in time if you send it before the period ends.
- Which purchases can I not withdraw in Malta?
- Among others: goods made to your specifications or clearly personalised; goods that spoil quickly; sealed goods unsealed after delivery that cannot be returned for health or hygiene reasons; sealed recordings or software you have unsealed; newspapers and magazines; accommodation, car hire, catering and leisure services booked for a set date; and a service fully performed, or digital content supplied, after you agreed to it starting and accepted that you would lose the right to withdraw.
- Who pays for returning the goods after a withdrawal in Malta?
- You pay the direct cost of sending them back, unless the trader agreed to pay it or did not tell you that you would. The trader refunds the standard delivery charge you paid, but not the extra for a faster delivery you chose, and may hold the refund until it has the goods back or proof that you sent them. You may have to pay for any loss in value caused by handling the goods more than was needed to see what they are and how they work.
- What can I do in Malta if the trader does not refund me after a withdrawal?
- The Malta Competition and Consumer Affairs Authority (MCCAA) explains your rights free of charge (its Office for Consumer Affairs, Mizzi House, National Road, Blata l-Bajda HMR 9010, or its online complaint form). If the trader is in another EU country, the European Consumer Centre Malta can take the matter up with it free (Consumer House, 47A South Street, Valletta VLT 1101). If you paid by card, ask your card provider about a chargeback. You can also bring a claim before the Consumer Claims Tribunal (claims up to €10,000).
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
Related documents
- Telecom complaint and cancellation (Malta)
For a customer in Malta with a mobile, internet or TV contract that is not working as agreed, or who wants to leave it. The letter complains about the problem and either asks for it to be fixed and credited or ends the contract, asking that no early termination charge be applied where none is due and that any deposit be refunded. Complain to the provider first; the Malta Communications Authority (MCA) takes complaints free once the provider has had time to answer. Send it by registered letter and keep the post office receipt.
- Cancelling a gym or subscription contract (Malta)
For a consumer in Malta who wants to end a gym membership or another subscription — a club, a streaming or delivery service, a course — at the end of its term, on the notice the contract asks for, or because the service was not provided as agreed. The letter ends the contract from a stated date and asks the trader to stop taking payments and confirm in writing. The contract's own terms govern how it ends, and a term that is unfair under the Consumer Affairs Act does not bind you. Send it by registered letter and keep the post office receipt.
- Complaint about faulty goods (Malta)
For a consumer in Malta whose goods from a shop or online seller turn out faulty or not as agreed. Under Part X of the Consumer Affairs Act (Cap. 378) the seller answers for a lack of conformity that appears within two years of delivery, and you tell it within two months of noticing. The letter describes the fault, asks for a free repair or replacement and gives the seller 14 days to answer before you turn to the MCCAA or the Consumer Claims Tribunal. Send it by registered letter and keep the post office receipt.
- Refund demand after a failed repair (Malta)
For a consumer in Malta whose faulty goods were repaired or replaced and still do not work, or whose seller refused or delayed the repair. Under Part X of the Consumer Affairs Act (Cap. 378) you may then ask for a proportionate price reduction, or end the contract and get the price back. The letter sets out the repairs already tried, makes your choice and gives the seller 14 days before you turn to the MCCAA or the Consumer Claims Tribunal. Send it by registered letter and keep the post office receipt.
- Chargeback request to a card issuer (Malta)
For someone in Malta who paid by debit or credit card and did not get what they paid for — goods never delivered, faulty or not as described, a refund never paid, a payment taken twice — and could not settle it with the trader. The letter asks the card provider to raise a chargeback under the card scheme's rules and to answer in writing. Many providers have a free online dispute form that does the same job; ask the trader first.
- Flight delay or cancellation compensation claim (Malta)
For a passenger whose flight arrived three hours or more late, was cancelled with less than 14 days' notice, or who was denied boarding, on a flight covered by Regulation (EC) No 261/2004: every flight from an EU airport, and flights into the EU on an EU airline. The letter claims the fixed compensation — €250, €400 or €600 per passenger, by distance — from the airline that operated the flight. The airline's own claim form and the EU complaint form are free and do the same job. Send it by registered letter and keep the post office receipt.