Refund policy
Refund & Return Policy
Last updated: 22 June 2026
At ITK Malta, all products are handmade after the order is placed. Each item is made to order according to the customer’s selected product, colour, leather, initials, engraving, personalisation, customisation, or other order details.
Because every order is produced specifically for the customer, please review all order details carefully before completing your purchase.
Order Cancellations
Orders may be cancelled within 1 hour of placement.
To request a cancellation, contact us immediately at info@itkmalta.com and include your order number.
After 1 hour, ITK Malta reserves the right to refuse cancellation requests because production may already have started.
Once production has started, the order cannot be cancelled, changed, returned, exchanged, or refunded unless required by applicable consumer law.
EU Right of Withdrawal
Under EU consumer law, customers normally have a 14-day right of withdrawal for many online purchases.
However, this right does not apply to goods made to the customer’s specifications or clearly personalised goods.
ITK Malta products are handmade after the order is placed and made to order according to the customer’s selected details. For this reason, ITK Malta products are excluded from the standard 14-day right of withdrawal where the product is made to order, customised, engraved, initialled, personalised, or already in production.
This includes, but is not limited to:
personalised products;
engraved products;
initialled products;
custom-made products;
made-to-order products;
handmade products produced after the order is placed;
products made according to the customer’s selected colour, leather, style, text, initials, engraving, or other order details.
Submitting a withdrawal request does not automatically mean that the request will be approved. Each request will be reviewed based on the order status, product type, and applicable consumer law.
Withdrawal or Cancellation Requests
Customers may submit a withdrawal or cancellation request through the available withdrawal or cancellation function on our website, or by contacting us at info@itkmalta.com.
The request must include:
full name;
order number;
email address used for the order;
reason for the request.
After receiving the request, ITK Malta will review it and confirm whether the request is accepted or refused.
If the product is made to order, personalised, engraved, customised, or already in production, the request may be refused where permitted by applicable consumer law.
Returns
ITK Malta does not offer a general return policy for change of mind.
Returns, refunds, or exchanges are not accepted for:
custom-made products;
personalised products;
engraved products;
initialled products;
made-to-order products;
handmade products produced after the order is placed;
products where the customer selected the wrong initials, engraving, colour, leather, product, personalisation, or delivery details;
orders that are no longer wanted after production has started;
products showing signs of use, wear, misuse, accidental damage, or improper care.
Items sent back to us without first receiving written approval will not be accepted.
This policy does not affect your legal rights if the product is damaged, defective, incorrect, unusable, or not as described.
Natural Leather and Handmade Variations
ITK Malta products are handmade using leather.
Natural leather may show small variations in grain, texture, tone, markings, and finish. These natural characteristics are not considered defects.
Small differences caused by handmade production are not considered defects, provided that the product matches the order details and is fit for normal use.
Damaged, Defective, Incorrect, or Non-Conforming Items
Please inspect your order upon delivery.
If the product arrives damaged, defective, incorrect, unusable, or different from what was ordered, contact us as soon as possible at info@itkmalta.com.
Where possible, please contact us within 14 days of delivery so that we can review the issue quickly.
Your email must include:
order number;
proof of purchase;
clear photos of the product;
clear photos of the packaging, if damaged;
a short description of the issue.
ITK Malta may request further information, additional photos, or the return of the product for inspection before approving any remedy.
A claim may be refused if:
the product was damaged after delivery;
the product was used improperly;
the product was altered, repaired, or modified by the customer or a third party;
the issue is caused by normal wear and tear;
the issue is caused by natural leather variation;
the product matches the order details provided by the customer;
the issue was caused by incorrect details submitted by the customer.
Remedies for Approved Claims
If ITK Malta approves a damaged, defective, incorrect, unusable, or non-conforming product claim, ITK Malta will offer an appropriate remedy in line with applicable consumer law.
This may include:
repair;
replacement;
one-time exchange;
refund, where required by applicable consumer law.
Where legally permitted and practically possible, ITK Malta will first offer repair, replacement, or exchange.
A refund will not be provided where repair, replacement, or exchange is legally appropriate and can be completed within a reasonable time without significant inconvenience to the customer.
For approved replacement or exchange claims, the replacement product will be made according to the original order details unless ITK Malta agrees otherwise in writing.
Return Shipping
For approved damaged, defective, incorrect, or non-conforming item claims, ITK Malta will cover return shipping costs where required by applicable consumer law.
For refused claims, change-of-mind requests, incorrect customer selections, or non-approved returns, the customer is responsible for any return shipping costs.
Items sent back without prior written approval may be refused.
Refunds
Refunds are not offered for made-to-order, handmade, customised, engraved, initialled, or personalised products unless required by applicable consumer law.
If a refund is legally required and approved, we will notify you once the return or claim has been inspected and approved.
Approved refunds will be processed to the original payment method within 10 business days.
Please note that banks and payment providers may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, contact us at info@itkmalta.com.
Shipping costs, customisation charges, and production costs are non-refundable unless the refund is required due to a damaged, defective, incorrect, or non-conforming product.
Contact
For cancellation requests, withdrawal requests, damaged items, defective items, incorrect items, or order issues, contact us at:
Please include your order number in all messages.