Refund policy
PUPPYPAD MALTA — RETURN AND REFUND POLICY
Last Updated: October 2026
YOUR STATUTORY RIGHTS
As an online retailer operating within the European Union, PuppyPad Malta fully complies with the EU Consumer Rights Directive (Directive 2011/83/EU) as transposed into Maltese law through the Consumer Rights Regulations (Subsidiary Legislation 378.17) and the Consumer Rights (Amendment) Regulations, 2026.
You have a statutory 14-day cooling-off period from the date you receive your order, during which you may withdraw from the purchase for any reason. You do not need to provide a reason. To exercise this right, you may use our online withdrawal function available on our website, email us at help@puppypadmalta.com, or complete and submit the model withdrawal form included with your order.
Upon exercising your right of withdrawal within the 14-day period, we will confirm receipt of your request without delay. You must return the product(s) to us within 14 days of communicating your withdrawal. We will issue a full refund, including the original standard delivery cost, within 14 days of receiving the returned item(s) or proof that you have dispatched them, whichever comes first.
Return shipping costs within Malta and Gozo are the responsibility of the customer, as stated here prior to purchase.
Exceptions to the 14-Day Cooling-Off Period
In accordance with EU and Maltese consumer law, the 14-day right of withdrawal does not apply to the following:
Goods that have been sealed for hygiene or health protection purposes and have been unsealed after delivery. Once a PuppyPad has been removed from its sealed packaging and used, the statutory 14-day cooling-off right of withdrawal no longer applies. However, our 60-Day Satisfaction Guarantee (outlined below) still covers you if the product does not deliver the results you expected when used as directed.
Goods that have been made to the consumer's specifications or clearly personalised.
Goods that are liable to deteriorate or expire rapidly.
Goods that have been inseparably mixed with other items after delivery.
Contracts where the consumer has specifically requested a visit from the trader for urgent repair or maintenance work.
These exceptions are established under Article 16 of Directive 2011/83/EU and the corresponding provisions of Maltese Subsidiary Legislation 378.17.
60-DAY SATISFACTION GUARANTEE
In addition to your statutory rights, PuppyPad Malta offers a 60-Day Satisfaction Guarantee on all orders. If you have used the product as directed and are not satisfied with the results, you may request a full refund of the product purchase price within 60 calendar days from the date of delivery.
To qualify for the 60-Day Satisfaction Guarantee, all of the following conditions must be met:
The request must be submitted within 60 calendar days from the confirmed delivery date.
The product must have been used as directed according to the instructions included with the order. This means the pad was placed in a consistent location where your dog typically has accidents and left undisturbed for a minimum of 14 consecutive days to allow the attractant to take full effect.
Although the majority of dogs respond to the pad's attractant layer within 24 to 48 hours, some dogs, particularly indoor dogs or dogs that have been exclusively trained to go outdoors, may require additional time to recognise and begin using the pad. If your dog does not begin using the pad within the first 24 to 48 hours, we recommend wetting the center of the pad with a small amount of your dog's urine to help them associate the pad as an appropriate toilet spot. This step, combined with leaving the pad undisturbed in the same location, significantly improves adoption time. The 14-day minimum usage period accounts for this adjustment window.
You must provide a brief written description of how the product was used, where it was placed, what steps you took (including whether the pad was wetted as recommended), and the results you experienced. This helps us understand your situation and improve our product. A photo of the pad in its current condition and placement is required as part of the claim.
A maximum of one 60-Day Satisfaction Guarantee claim is permitted per household. This guarantee applies to first-time purchasers only. Repeat orders from the same customer, household, or delivery address are not eligible for a second guarantee claim.
All pads from the original order must be returned to our warehouse in Qormi before the refund is processed. Pads may be used and washed but must be returned complete and intact, not cut, modified, or intentionally damaged.
The 60-Day Satisfaction Guarantee does not cover:
Orders where the pads were never removed from packaging or never placed for use, as the guarantee is designed for customers who have genuinely tried the product and are unsatisfied with results, not for change-of-mind returns beyond the 14-day statutory period.
Orders where the product was not used for the minimum 14 consecutive days as directed. If you have used the pad for fewer than 14 days, we encourage you to continue using it as directed before submitting a claim, as many dogs that take longer to respond do show improvement within the full trial period.
Orders where the product was used for a purpose other than its intended use as a puppy or dog toilet training pad.
Orders where the customer is unable to provide a basic description of how and where the product was used.
Claims submitted after the 60-day window from the confirmed delivery date.
Second or subsequent orders from the same customer or household where a guarantee refund has already been issued on a previous order.
HOW TO INITIATE A RETURN OR GUARANTEE CLAIM
For statutory 14-day withdrawal: Use the online withdrawal function on our website, email us at help@puppypadmalta.com, or post the model withdrawal form to PuppyPad Malta, [your registered business address], Qormi, Malta. We will confirm receipt without delay.
For the 60-Day Satisfaction Guarantee: Email us at help@puppypadmalta.com with the subject line "60-Day Guarantee Claim" and include your order number, delivery date, a description of how you used the product including placement location and whether the pad was wetted as recommended, and a photo of the pad in its current placement. We will respond within 3 business days with return instructions.
Do not return items without first receiving authorisation. Unauthorised returns may not be processed.
REFUND PROCESSING
Statutory withdrawal refunds will be processed within 14 days of us receiving the returned product or proof of dispatch, whichever is earlier. Refunds will be issued to the original payment method. For cash-on-delivery orders, refunds will be issued via bank transfer to an account you provide.
60-Day Guarantee refunds will be processed within 14 days of us receiving and inspecting the returned product. The refund covers the product purchase price. Original delivery costs are not refunded under the 60-Day Guarantee, as the guarantee covers product satisfaction, not the delivery service.
ITEMS NOT ELIGIBLE FOR RETURN
Products that have been intentionally damaged, cut, altered, or modified in any way beyond normal use and machine washing as directed.
Products where the anti-slip backing has been deliberately removed or the pad has been structurally tampered with.
DEFECTIVE OR DAMAGED PRODUCTS
If your product arrives defective or damaged during transit, contact us within 48 hours of delivery at help@puppypadmalta.com with your order number and photos of the damage. We will replace the item or issue a full refund at no additional cost to you, including return shipping. This is in addition to and does not affect your statutory rights under Maltese and EU consumer law regarding faulty goods.
CONTACT
PuppyPad Malta
Qormi, Malta
Email: help@puppypadmalta.com