Refund Policy

1. Introduction

At Tribe Malta, we strive to provide exceptional products and services. This refund policy outlines the circumstances under which refunds may be issued for food orders, merchandise purchases, and event services. Please read this policy carefully before placing your order.

2. Food Orders - Refund Eligibility

Refunds for food orders may be issued under the following circumstances:

• Order Cancellation: Full refund if cancelled within 1 hour of placement and before preparation begins
• Wrong Order: Full refund or replacement if you receive an incorrect order
• Quality Issues: Full or partial refund for items that are spoiled, undercooked, or not meeting quality standards
• Missing Items: Refund for items that were paid for but not included in your order
• Delivery Issues: Refund if order arrives significantly late (over 30 minutes past estimated time) or not at all

3. Food Orders - Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• Change of mind after order has been prepared or delivered
• Dissatisfaction with taste preferences (subjective opinions)
• Orders that have been partially consumed
• Advance orders cancelled within 24 hours of scheduled delivery/pickup time
• Delivery delays caused by incorrect address or contact information provided by customer
• Requests made more than 24 hours after order completion

4. Merchandise and Products

Conditions for Merchandise Returns:

• Items must be unused, unworn, and in original condition
• Original packaging, tags, and labels must be intact
• Proof of purchase (receipt or order confirmation) required
• Items damaged during return shipping may not be eligible for full refund

Note: Return shipping costs are the responsibility of the customer unless the item received was defective or incorrect.

5. Non-Returnable Items

The following items cannot be returned or refunded:

• Perishable goods (food, beverages)
• Gift cards and vouchers
• Personal care items (for hygiene reasons)
• Custom or personalized items
• Sale or clearance items (unless defective)

6. Event Services and Catering

Cancellation Terms:

• More than 7 days before event: Full refund minus 15% administrative fee
• 3-7 days before event: 50% refund
• Less than 3 days before event: No refund (deposits and payments are non-refundable)

Modifications:

• Changes to guest count, menu, or services must be made at least 48 hours before the event
• Additional charges may apply for changes made within 48 hours of the event
• Final headcount is locked 48 hours before the event

7. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us Immediately: Email us at joinus@tribemalta.com or call +356 27134638
2. Provide Order Details: Include your order number, date of purchase, and items in question
3. Explain the Issue: Clearly describe the reason for your refund request
4. Provide Evidence: Include photos if applicable (damaged items, wrong order, quality issues)
5. Report Within 24 Hours: For food orders, quality issues must be reported within 24 hours of delivery/pickup

8. Refund Processing Time

Once your refund request is approved:

• Processing: We will review and approve eligible refund requests within 2-3 business days
• Refund Method: Refunds will be issued to the original payment method used for purchase
• Timeframe: Please allow 5-10 business days for the refund to appear in your account
• Bank Processing: The exact timing depends on your bank or card issuer's processing times

You will receive an email confirmation once your refund has been processed.

9. Partial Refunds

In some cases, partial refunds may be issued:

• Only specific items in a multi-item order have issues
• Merchandise returned without original packaging or in used condition
• Minor quality issues that don't warrant a full refund
• Event modifications that result in reduced services

10. Replacements and Store Credit

As an alternative to refunds, we may offer:

• Replacement: We can remake or replace incorrect or defective items at no additional cost
• Store Credit: Credit can be applied to your account for future purchases
• Discount Voucher: Vouchers for future orders as compensation for inconvenience

Store credit does not expire and can be used for any products or services at Tribe Malta.

11. Disputed Charges

If you notice an unauthorized charge or billing error on your account, please contact us immediately before disputing the charge with your bank. We are committed to resolving billing issues quickly and fairly. Chargebacks without prior communication may result in account suspension and may incur additional fees to recover processing costs.

12. Force Majeure

In cases of unforeseen circumstances beyond our control (natural disasters, power outages, government restrictions, etc.) that prevent us from fulfilling your order, we will provide a full refund or reschedule your order/event at no additional charge. We will notify you as soon as possible if such circumstances arise.

13. Contact Information

If you have any questions about our refund policy or need assistance with a refund request, please contact us:

14. Policy Updates

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the updated policy. Please review this policy periodically to stay informed of any updates.