We want you to love every MOREYA ritual. If something is not right, this policy explains your rights and how we handle returns and refunds. It reflects your statutory rights under EU Directive 2011/83/EU on consumer rights and the Maltese Consumer Affairs Act.
1. Your 14-day right of withdrawal
If you are a consumer based in the EU/EEA, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. The withdrawal period expires 14 days after the day you (or a third party indicated by you, other than the carrier) takes physical possession of the last item in the order.
2. How to exercise withdrawal
To withdraw, email info@shop9.mt with your order number and a clear statement of withdrawal, or contact us by phone on +356 9901 2050. You then have 14 days to send the goods back.
3. Condition of returned goods
- Items must be unused, unopened and in their original sealed packaging.
- For hygiene and safety reasons, sealed cosmetic products that have been unsealed after delivery are not suitable for return (EU consumer-rights exemption, Art. 16(e)).
- Personalised or custom-made items cannot be returned.
4. Return shipping
Unless the item is defective or we shipped the wrong product, you are responsible for the cost of returning the goods. We recommend a tracked service. Returns should be sent to the address provided in our confirmation email — please do not send goods to our registered office unless instructed.
5. Refunds
Once we receive and inspect the goods, we will refund the price you paid for the returned items plus the standard delivery cost (if you returned the full order) within 14 days. Refunds are issued to the original payment method (Stripe, PayPal, Revolut Pay, Apple Pay or Google Pay). Your bank may take a few additional business days to display the refund.
6. Defective, damaged or incorrect items
If your item arrives faulty, damaged in transit, or is not what you ordered, please email info@shop9.mt with photos within 48 hours of delivery. We will arrange a free return label and offer a replacement or full refund (including any delivery cost) at your choice. Your statutory two-year warranty rights under EU consumer law remain unaffected.
7. Marketplace orders
Some products are sold by approved third-party Merchants. We coordinate returns and refunds on behalf of Merchants and ensure your statutory rights are respected regardless of which seller fulfilled your order.
8. Need help?
Customer Care · Monday – Friday, 09:00 – 18:00 (CET). Email info@shop9.mt, call +356 9901 2050 or message us on WhatsApp.