You have the right to return any goods purchased by you from us within 14 days from the date of acceptance of the delivery – as defined HERE.

You are responsible for checking the quantity and quality of goods during delivery and, in the event of defective or non-conforming goods, you are required to notify us immediately upon receipt of goods. If the product you bought is really defective, we can fix it, replace it, or refund your money, in accordance with your legal rights as defined HERE.

Notice of the method and receipt of complaints

When receiving a package, please check your package in the presence of the courier. If there are visible damages to it (such as torn parts and indents), the package should not be accepted. In this case, please send an e-mail to  We will notify you of further action promptly.

If you have accepted the package and, after opening the box, find out that the delivered goods do not correspond to the order, or data in the invoice does not correspond, you can lodge a complaint within twenty-four (24) hours from the moment of receiving the package in order to exercise your rights due to the non-conformity of goods with the contract, as well as due to an incorrectly calculated price, and other defects, in the following manner: 

 a.     By e-mail, to the email address of the Seller:; or

 b.   In writing to: Pandora Concept Store, DMall, Tigne Point, Triq Censu Xerri, Sliema, Malta

We are responsible for the non-conformity of delivered goods with the contract in accordance with the Laws of Malta. 

You, a natural person who has purchased goods from us for purposes not intended for its business or other commercial activity, in case of non-conformity of our goods, is to declare a complaint as hereabove mentioned in clause 14.2. 

The supplier will be liable for any non-conformity of purchased goods if it does not conform to the manufacturer’s specification.

If the goods do not conform to the manufacturer’s specification, you have the right to demand from us the elimination all non-conformance, free of charge, primarily by repair or replacement, followed by a corresponding price reduction or contract termination. If it is not possible to eliminate the non-conformance, or if it represents a disproportionate burden for us  in terms of the applicable law on consumer protection, you may request a price reduction or contract termination inclusive of a full refund, to be given by us  upon receipt of the goods referred to in this sub-clause.

We will make every repair or replacement within thirty (30) days, from the date of receipt of the complaint, free of charge and without significant inconvenience for you, taking into account the nature of the goods and the purpose for which they were obtained by you.

Any costs that are necessary for the goods to conform to the manufacturer's specifications, in particular the costs of work, materials, takeovers and deliveries, will be borne by us.

You have the right to terminate the contract, if you cannot exercise the right to a repair or replacement, if we do not repair or replace the product within the deadline, or if we did not repair or replace the product without significant inconvenience to you. You cannot terminate the contract if the non-conformity of the goods is insignificant.

We are responsible for the non-conformity of goods, with the contract, that occurs within two (2) years from the date of the transfer of the risk to you. This two-year period will be calculated from the date of the sale of the goods to you, which date is on the fiscal bill in case the goods have been purchased in a store, or the delivery note signed by you in case of a distance selling purchase, or outside of our business premises. If non-conformity occurs within six (6) months from the date of transfer of the risk to you, unless it is contrary to the nature of the goods and the nature of a specific non-conformity, you have the right to choose between the right to choose that the non-conformity be eliminated with a replacement, a price reduction, or declaring a contract terminated, while repairs are possible with your explicit consent. After the expiration of a period of six (6) months, non-conformity of goods at the time of risk transfer will be demonstrated by you.

Your inability to deliver the original packaging cannot be a condition for the resolution of a complaint or the reason for refusing the elimination of a non-conformity.

We are required to reply to you, in writing or via e-mail, without delay but no later than within eight (8) days from the date of receipt of a complaint, with a statement to the submitted request, a proposal for its resolution, and the deadline for its resolution, while the resolution of a complaint is possible only with your prior consent.

We are required to act in accordance with a decision, proposal and deadline for resolving the complaint, if prior consent has been received from you. Therefore, you will give its consent, as soon as possible after receiving our response to the complaint, so that we can settle the complaint within the aforementioned statutory deadline. Untimely consent from the yoiu will be considered as one of the objective reasons why we are unable to meet your request within the statutory deadline.

In the event that, for objective reasons, we are not able to satisfy your request within the reasonable deadline, we will be required to inform you about the extension of the deadline for resolving the complaint and indicate a new deadline within which the complaint will be resolved, as well as to obtain your consent, to be promptly provided by you. Extending the deadline for resolving a complaint is possible only once.

If you do not accept a replacement of the item, with another appropriate one, you will be given a refund.