Q: Three weeks ago, I ordered a new blender from a catalogue. On the catalogue, it was stated that customers have 14 days during which they can change their mind, return the product ordered, and request a refund of the money spent. However, although I have paid in full, the blender still hasn't arrived, and apparently it has not been shipped yet. Have my 14 days already expired? Must I wait indefinitely for delivery?

A: When consumers purchase products through a distant means of communication, such as in this case through a catalogue, by law they are granted a period of time during which they can change their mind, without having to provide a reason, and cancel the sale. This is better known as the 'Cooling off period'.

In Malta, this period is 15 days, but it can vary from one country to another, depending from where the product is being purchased. By law, it is the seller who must inform you of your cancellation rights at the time of sale. If the seller does not do this, then the cooling off period could be extended to three months.

Moreover, the cooling off period starts from the day the product is delivered. If a company is slow to deliver, you don't have to wait forever. Retailers are obliged to deliver within 30 days, and if they cannot meet this deadline, they must offer you the opportunity to cancel the order and receive a refund. The refund must then be provided within a further 30 days.