Returning a faulty item

Q: What should consumers do when they find out that a product they have purchased is not working as it should?

A: In such a situation, the first thing you should do is inform the trader about the problem – as soon as possible. This may be done by either taking the item back to the shop or by contacting the trader to let him know there is a problem.

At this point, you may need to provide a proof of purchase, such as a receipt or a credit card bill or bank statement. It is also important that you know your legal rights – whether you are entitled to repair or replacement, or to a part or full refund of the money we paid for the faulty product.

We should also keep in mind that we cannot take back an item if we caused the fault. For example, if we drop a video camera that we bought and have cracked its screen, or damaged a dress because we did not follow care label instructions.

If the trader refuses to provide us with a remedy or offers us a solution we feel is not enough or sufficient, we should contact the Office for Consumer Affairs of the Malta Competition and Consumer Affairs Authority and lodge a complaint.