Refunds, Returns and Exchanges

Last updated: 19 October 2026

Divine Appliances is committed to providing quality products, reliable service and clear information to customers. These policies explain the conditions relating to purchases, payments, deliveries, cancellations, returns, refunds, warranties and customer complaints.

These policies apply to purchases made through our website and other applicable sales channels. Nothing in these policies limits any mandatory consumer rights available under Maltese or European Union law.

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1. Orders and Purchases

Customers are responsible for checking product descriptions, specifications, dimensions, prices and other relevant information before placing an order.

Orders are subject to product availability and confirmation by Divine Appliances. If a product becomes unavailable after an order has been placed, we will inform the customer and explain the available options, including cancellation and reimbursement where applicable.

Customers should ensure that their contact details, delivery address and telephone number are accurate when placing an order.

If you identify an error in your order, please contact us as soon as possible. We will explain whether the order can still be amended or cancelled, depending on its processing and dispatch status and your applicable legal rights.

Product images are provided to illustrate the products. Actual appearance, colour, packaging and included accessories may vary according to the manufacturer’s specifications. Such variations do not affect your statutory rights if a product does not conform to its description.

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2. Prices and Promotions

All prices and applicable charges will be communicated during the purchasing process.

Promotional offers, discounts and special prices are subject to their stated terms, validity periods and product availability.

Where an offer has specific conditions, these will be communicated alongside the promotion.

Purchases made during sales, promotional campaigns or special offers remain subject to applicable consumer protection laws. Buying a discounted product does not remove your statutory rights concerning faulty or nonconforming goods.

If a pricing error or discrepancy is identified, please contact our team for clarification before completing the purchase.

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3. Payment Policy

Available payment methods depend on the sales channel and will be communicated during the purchasing process.

Customers should ensure that payment details are accurate and that sufficient funds are available when making a payment.

Orders requiring advance payment may be processed after payment confirmation, subject to the agreed purchasing arrangements.

If a payment is unsuccessful, duplicated or incorrectly charged, please contact us with your order details and relevant payment information.

Any refunds will be handled in accordance with the applicable refund rules and the original payment arrangements, subject to legal requirements.

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4. Delivery Policy

Divine Appliances offers delivery services in Malta and Gozo. The website advertises free delivery for qualifying orders of €80 or more in Gozo and €100 or more in Malta. Customers should check the applicable conditions at the time of purchase.  

Delivery availability, charges and estimated delivery dates may depend on the destination, product type, product availability and delivery arrangements.

Customers must provide a complete and accurate delivery address and ensure that the premises are reasonably accessible for the agreed delivery.

For large appliances, customers should check access dimensions, stairways, lifts, doorways and other relevant restrictions before delivery.

Any additional services, including installation, removal of old appliances or special handling, should be confirmed separately before the order is finalised.

If a delivery is delayed, please contact us with your order number. We will review the order status and provide the available information.

If a product arrives damaged, incorrect or incomplete, please contact us promptly and provide photographs where possible. This helps us investigate the issue and arrange an appropriate solution.

Customers retain their statutory rights regarding delivery deadlines, damaged goods, missing items and failure to deliver.

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5. Returns and Exchanges

Divine Appliances handles returns in accordance with applicable consumer protection laws and any additional return arrangements expressly offered to customers.

Online purchases

For eligible online purchases, consumers generally have the right to withdraw from the purchase within 14 days of receiving the goods without giving a reason. Certain legal exceptions apply.

Customers wishing to exercise this right should contact us within the applicable period and clearly identify the order and products they wish to return.

After notifying us of withdrawal, the goods must generally be returned within 14 days. Customers may be responsible for the direct return costs where permitted by law and where they were properly informed of this responsibility.

Customers should take reasonable care of products while deciding whether to keep them. Liability for diminished value may arise where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

In store purchases

Purchases made in a physical shop do not automatically carry the same statutory change of mind return right as eligible online purchases. Any voluntary return or exchange arrangement offered by Divine Appliances will be subject to its stated conditions.

Faulty or damaged products

Products that are faulty, damaged, incorrect or not as described will be handled under the applicable consumer protection rules. These cases are not treated as ordinary change of mind returns.

Please contact our team before returning an appliance so that we can explain the appropriate procedure.

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6. Refund Policy

Refund eligibility depends on the reason for the request, the purchasing method, the relevant dates and the applicable legal requirements.

Refund requests may relate to:

1. Cancellation of an eligible online purchase.

2. A product that is faulty or does not conform to the contract.

3. An order that cannot be fulfilled.

4. A delivery or order error requiring reimbursement.

5. Another circumstance in which a refund is required by law or agreed by Divine Appliances.

For eligible online withdrawals, reimbursement must generally be made within 14 days of receiving notification of withdrawal. For goods, the trader may generally withhold reimbursement until the goods have been received back or the consumer has supplied evidence that they have been sent back, whichever occurs first.

Where required by law, refunds include the applicable standard delivery charge originally paid.

Refunds will generally be made using the original payment method unless another method is expressly agreed and permitted by law.

The time required for a refund to appear in a customer’s account may depend on the payment provider or financial institution.

A refund will not be refused merely because a product was purchased at a discounted price. Faulty product claims and statutory withdrawal rights will be assessed under the applicable rules.  

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7. Warranty and Legal Guarantee

Products sold by Divine Appliances are covered by the applicable statutory consumer rights.

Under EU consumer law, goods generally carry a minimum two year legal guarantee against lack of conformity. The seller is responsible for providing the remedies required by law.

Depending on the circumstances, the available remedies may include repair or replacement, followed by a price reduction or contract termination and refund where the legal conditions are met.

Any manufacturer’s warranty or additional commercial guarantee is separate from the statutory legal guarantee. Its duration, scope and conditions depend on the specific product and warranty terms.

Customers should retain their proof of purchase and contact Divine Appliances when a product develops a fault.

When submitting a warranty or fault report, please provide:

1. Order number or proof of purchase.

2. Product name and model.

3. Description of the fault.

4. Photographs or videos where relevant.

5. Any relevant information requested to assess the issue.

Warranty assessment does not remove or restrict statutory consumer rights.