Refund Policy

Effective Date: 21 April 2026  |  Last Updated: 21 April 2026

Our Commitment to You

At Fuwamai, customer satisfaction is important to us. This Refund Policy explains your rights when purchasing products from our website and how we handle refund requests. It is written in compliance with Maltese consumer protection law and applicable European Union legislation, including the EU Consumer Rights Directive (2011/83/EU) and the Consumer Affairs Act (Chapter 378 of the Laws of Malta).

Right of Withdrawal (14-Day Cooling-Off Period)

Under EU consumer law, consumers generally have the right to withdraw from a distance contract within 14 calendar days without giving any reason.

However, under Article 16(d) of the EU Consumer Rights Directive, the right of withdrawal does not apply to contracts for the supply of:

  • Goods that are liable to deteriorate or expire rapidly — including fresh baked goods and perishable food items.

Because all Fuwamai products are freshly prepared, perishable baked goods, the standard 14-day right of withdrawal does not apply to completed food orders. This is a standard exemption provided under EU law and is not a restriction unique to Fuwamai.

When We Will Issue a Refund

Although the general right of withdrawal does not apply to perishable food, we will always honour your statutory rights where a product is:

Faulty or Not as Described

Under Maltese law and the EU Sale of Goods Directive, you are entitled to a remedy if a product is not of satisfactory quality, not fit for purpose, or not as described. If your order arrives in a condition that is clearly defective, damaged, or materially different from what was described on our Site, please contact us within 24 hours of collection or delivery. We will offer one of the following:

  • A full or partial refund to your original payment method.
  • A replacement product at no additional cost (subject to availability).
  • A store credit for use on a future order.

We may ask you to provide a photograph of the product to help us assess the issue and improve our quality control.

Order Cancelled by Fuwamai

If we are unable to fulfil your order for any reason (e.g., product unavailability or circumstances beyond our control), we will notify you as soon as possible and issue a full refund within 14 calendar days.

Duplicate or Erroneous Charges

If you have been charged more than once for the same order, or charged an incorrect amount due to a technical error, please contact us and we will investigate and refund any overpayment promptly.

When We Cannot Issue a Refund

We are generally unable to offer refunds in the following circumstances:

  • You have changed your mind after a successfully fulfilled order.
  • The product was collected or delivered successfully and in the condition described, but you found it was not to your personal taste.
  • You failed to collect your order within the agreed collection window and the product subsequently deteriorated.
  • You provided incorrect information (e.g., wrong address) that resulted in a failed delivery.
  • The issue was caused by factors outside our control after the product left our premises in satisfactory condition.

How to Request a Refund

To request a refund, please contact us as soon as possible with the following information:

  • Your full name and order reference number.
  • The date and method of collection or delivery.
  • A clear description of the issue.
  • Supporting photographs where applicable.

You can reach us by:

We aim to respond to all refund requests within 2 business days.

Refund Processing

Approved refunds will be processed to your original payment method (e.g., the credit or debit card used at checkout). Refunds are processed within 7 business days of approval. Depending on your bank or card issuer, the funds may take an additional 3–10 business days to appear in your account.

Where a refund is not possible to the original payment method, we will offer an alternative resolution (such as a store credit) in agreement with you.

Your Statutory Consumer Rights

Nothing in this Refund Policy limits or excludes your statutory rights under Maltese or EU consumer protection law. Your statutory rights are additional to, and not replaced by, the remedies described above.

If you feel your consumer rights have not been respected, you may contact the competent authority in Malta:

  • Malta Competition and Consumer Affairs Authority (MCCAA)
  • Mizzi House, National Road, Blata l-Bajda HMR 9010, Malta
  • Website: https://www.mccaa.org.mt

EU consumers may also use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

Personal Data in Refund Requests

Any personal data you provide when submitting a refund request (such as your name, email address, order details, and photographs) will be processed by Fuwamai Ltd as Data Controller solely for the purpose of handling your refund claim. This processing is carried out on the lawful basis of contractual necessity and compliance with our legal obligations under applicable consumer protection law.

Refund request data may be retained for up to five (5) years in accordance with Maltese accounting and VAT requirements. You retain all rights granted to you under GDPR, including the right to access, correct, or request deletion of your data where legally permissible.

For full details, please refer to our Privacy Policy.

Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.

Contact Us

For any questions about this Refund Policy, please get in touch:

This Refund Policy was last updated on 21 April 2026.

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