Refund policy
Spa Ceylon Ayurveda Wellness — Malta
Effective Date: August 12, 2026
1. General Policy & Eligibility
At Spa Ceylon Ayurveda Wellness, customer satisfaction is important to us. Due to the nature of wellness, cosmetic and personal care products, certain products may be subject to specific return restrictions for health, hygiene or product safety reasons.
This Returns & Refunds Policy applies to purchases made through the Spa Ceylon Malta online store and is subject to applicable Maltese and European Union consumer protection laws. Nothing in this policy limits or excludes any statutory rights available to you as a consumer.
2. Return Request Process
To request a return, please contact us by email at:
spaceylon.maltaagency@gmail.comYou may also exercise a statutory right of withdrawal through any online withdrawal function made available on the Site or by providing us with another clear statement confirming your decision to withdraw from the purchase.
For eligible online purchases, return requests under the statutory right of withdrawal must be initiated within 14 calendar days from the date on which you, or a person nominated by you other than the carrier, receives the goods.
Where an order contains multiple items delivered separately, the withdrawal period may run from the date on which the final item is received, where applicable.
Please provide your order number and details of the item(s) you wish to return so that we can identify and process your request.
3. Conditions for Returns
Where a product is eligible for return, the following conditions apply:
- The product should be returned with its original packaging, labels, seals, tags and accessories wherever reasonably possible.
- You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.
- The product must have been purchased directly from spaceylon.mt, and proof of purchase or sufficient order information must be provided.
- If your purchase included promotional items, bundled products or free gifts that formed part of the qualifying offer, those items should also be returned where the entire qualifying purchase is being returned.
- If promotional items are retained and the remaining order no longer qualifies for the original promotion, the refund may be adjusted in accordance with the terms of that promotion and applicable law.
- The product must not fall within an applicable legal exception to the right of withdrawal as described in Section 4.
We reserve the right to inspect returned products and, where permitted by law, make an appropriate deduction for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the product.
4. Non-Returnable & Non-Refundable Items
The statutory right of withdrawal may not apply to certain products where an exception is permitted by law, including:
- Sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
- Products made to your specifications or clearly personalised.
- Products that are liable to deteriorate or expire rapidly.
- Goods which, after delivery, become inseparably mixed with other items.
- Digital content not supplied on a physical medium where supply has begun with your prior express consent and acknowledgement of the loss of the applicable withdrawal right, where required by law.
- Other products or services specifically excluded from the statutory right of withdrawal under applicable law.
A product being discounted, on promotion, clearance or final sale does not by itself remove any statutory consumer rights that apply to the purchase.
Gift cards, e-gift cards, vouchers, coupon codes and promotional benefits have no cash value except where expressly stated or required by law. A used promotional code or expired promotional offer cannot itself be exchanged for cash.
Nothing in this section affects your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
5. Defective, Incorrect, or Damaged Items
If you receive an item that is defective, damaged in transit or not as ordered:
- Please notify us as soon as reasonably possible by email at spaceylon.maltaagency@gmail.com.
- Please provide your order number, a description of the issue and, where reasonably possible, clear photographs showing the product, packaging and damage or defect.
- For courier-related damage, please retain the original packaging until we confirm whether it is required for inspection or claim processing.
- Once the issue has been assessed, the available remedy may include repair, replacement, exchange, price reduction or refund, as applicable under Maltese and European Union consumer law.
Any request that you notify us promptly about delivery damage is intended to help us investigate the issue with the courier and does not remove or restrict statutory rights available to you under applicable law.
6. How to Return
Once we receive your return or withdrawal request, we will provide the applicable return instructions and designated Malta return address.
Unless we have offered to collect the goods, products being returned following the exercise of a statutory right of withdrawal must be sent back without undue delay and no later than 14 days after you notify us of your decision to withdraw.
For change-of-mind returns, you are responsible for the direct cost of returning the goods where you were informed of this responsibility before purchase and applicable law permits it.
Where a return is required because of a verified defect, incorrect item, damage attributable to us or another issue for which we are legally responsible, reasonable return costs will be handled by us in accordance with applicable law.
Products should be securely packaged before return. We recommend using a delivery method that provides proof of posting or tracking and retaining your proof of return until your refund has been completed.
7. Refunds
Returned products and any associated promotional items will be inspected upon receipt where inspection is required.
Where you validly exercise a statutory right of withdrawal, applicable payments will be reimbursed without undue delay and no later than 14 calendar days from the date on which we are informed of your decision to withdraw.
For sales involving returned goods, we may withhold reimbursement until we have received the goods back or you have supplied evidence that the goods have been sent back, whichever occurs first, unless we have offered to collect the goods ourselves.
Refunds will normally be issued using the same payment method used for the original transaction unless another method has been expressly agreed with you.
Please note: once a refund has been submitted by us, the time taken for the refunded amount to appear in your account may vary depending on your bank, card issuer or payment provider.
Where a statutory withdrawal applies, the amount refunded will include the cost of our least expensive standard delivery method applicable to the order, where required by law.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost is not required to be refunded where permitted by law.
Return shipping costs for a change-of-mind return may remain your responsibility as described in Section 6.
Where returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a deduction for any resulting reduction in value where permitted by law.
If you return only part of an order that qualified for a bundle, free gift, minimum-spend promotion or similar offer, the refund may be recalculated where the retained items no longer satisfy the original promotional conditions. Any adjustment will be made in accordance with the terms of the relevant promotion and applicable law.
Coupons, discount codes and promotional benefits used for an order do not have a separate cash value and will not normally be refunded as cash.
Refunds are processed by Spa Ceylon Ayurveda Wellness in accordance with the timeframes required under applicable law. Once a refund has been released by us, additional processing time imposed by banks, card issuers or payment providers may apply.
8. Cancellations
Orders may be cancelled prior to dispatch where the order has not already entered a stage of processing that prevents cancellation.
Once an order has been dispatched, your applicable statutory withdrawal and return rights will apply as set out above.
We may cancel an order for legitimate reasons, including suspected fraud, payment failure, product unavailability, obvious pricing or technical errors, or where fulfilment would breach an applicable legal or regulatory requirement.
If we cancel an order after payment has been received and the cancellation is not caused by a breach on your part, the amount paid for the cancelled order will be refunded.
9. Exchanges
Exchanges are subject to approval and stock availability.
Where an exchange is requested as a change of mind rather than as a statutory remedy for defective or non-conforming goods, any difference in price must be paid before the replacement product is dispatched.
If an item is faulty or does not conform to the contract, your rights and available remedies are governed by applicable consumer law and are not limited by this exchange policy.
10. Amendments
We may update or amend this policy from time to time to reflect changes to our operations, delivery arrangements, products or applicable legal requirements.
The current version will be published on the Site together with its effective date.
Changes to this policy will not retrospectively remove statutory rights or rights already acquired in relation to an existing order.
11. Limitation of Liability
To the maximum extent permitted by law, Spa Ceylon Ayurveda Wellness will not be responsible for indirect or consequential losses that were not reasonably foreseeable as a result of a breach by us.
Nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited by law.
Nothing in this policy limits your mandatory rights under Maltese or European Union consumer protection law, including rights relating to defective, unsafe or non-conforming goods.
12. Contact Us
For all return, refund or exchange matters, contact:
Spa Ceylon Ayurveda Wellness — Malta
CSDSC Ltd.
Company Registration Number: C 115152
114, Telghet Birkirkara
San Giljan, STJ 1144
Malta
Email: spaceylon.maltaagency@gmail.com
