Terms & Conditions

Terms & Conditions

Who we are

® is a registered Trade Mark and has the exclusive rights by its proprietor to be used in Malta.


These are the general terms and conditions governing your access and use of the content and services offered to you on this internet site and constitute an agreement between you, (‘the client’) and Vitel Home.

Vitel Home (‘Vitel Home’/‘we’ /‘us’/‘our’) is the owner and operator of http://www.vitelhome.com (website) & https://www.vitelmalta.com. Our registered address is Vitel Home, 74, R.Caruana Dingli Street, San Gwann SGN 1035, MALTA and our VAT registration number is MT14391532. We may be contacted on telephone numbers (356) 21377170 or (356) 21377172 or email address info@vitelhome.com

By using, viewing, transmitting, caching, storing and/or otherwise utilising this website, the services or functions offered herein and/or contents or information on this website, you agree to each and all of the terms and conditions set out herein, and waive any right to claim ambiguity or error in this Agreement. Should you not agree to each and every term and condition set out herein, you are asked not to use this website and to leave immediately.

By using the services you warrant to Vitel Home that you have the age and legal capacity to enter into these Terms and Conditions with us.

Vitel Home may amend these Terms from time to time, and place the new version on the website. For users purchasing goods all purchases from the date that the amended terms are placed on our website onwards will be governed by those new terms. Otherwise, such changes will be effective against existing users thirty (30) days following posting of the amended version on the website. Your continued use of the website following Vitel Home’s posting of any changes will constitute your acceptance of such changes. If you do not agree to any changes to these Terms, then your only remedy is to cease using the website.

Description of Service/Product

Through this website we provide general information about the company’s products and services and we also provide you with the possibility of purchasing our products online. All products purchased online shall be delivered to the address indicated by you.


Any online purchases on this website shall be charged at the price advertised on this website at the date the order is placed. All prices shown on the website are indicated in Euro and are inclusive of VAT.

While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.



By placing an order with Vitelhome, you agree to be bound by our Terms and Conditions. We advise you to keep a copy of these Terms and Conditions, as well as your order details, for your future reference. We have tried to make these Terms and Conditions as simple as possible, and recommend that you print them from the website when placing your order.

When you submit your order, you are offering to purchase products from Vitelhome at the prices indicated on the website. The contract between us is not formed until we have acknowledged acceptance of your order.

If you discover you have made a mistake with your order after you have submitted it to us, please contact us immediately so we can correct the mistake before the products are dispatched. If you are aged under 18, please get your parent/guardian’s consent before ordering.

Website orders

All orders for products from the website must be placed using the shopping basket facility provided on the website. To be able to order on the website you will need to register on the website and log in using your unique log-in details.

You are responsible for maintaining the confidentiality of your log-in details. You should contact us as soon as possible if you believe that anyone has obtained your log-in details without your permission, or if you become aware of any other breach of security on the website.

We will not be responsible to you if there is unauthorised access to your log-in details, or unauthorised activity on the website as a result of your log-in details becoming compromised, unless this is due to our negligence.

When ordering on the website, you will be directed to a secure website operated by our provider of online payment facilities where you can enter your payment information. Once you have entered your payment information and your payment has been confirmed, you will then be directed to a final confirmation screen on the website displaying your order details.

Telephone orders

Our order line is open from 9:00am till 19:00pm Monday - Friday and 9:00am till 12.30pm Saturday, should you wish to place an order over the phone.

Payment Method and Security

When purchasing online, via My Cart, Vitelhome Website, gives the customer the opportunity to select payment upon delivery or Trust online payment by credit/debit card.

Your card details are received and processed directly by our payment gateway (PSP), the Trust Payment Gateway; your card details are transmitted from you to the payment gateway (PSP) encrypted over high-strength SSL for maximum protection and confidentially. Vitelhome does not at any point handle the card information.

For additional security, your three digit security code found at the back of your card is never stored by the payment gateway (CVV/CVC2). Without this number, additional transactions attempted on your card, without your authorisation, would be rejected.

The payment gateway (PSP) is licensed and authorised by Visa, MasterCard and other card associations to act as a payment gateway and is fully audited and compliant with the Payment Card Industry Security Standards.

You undertake and agree to provide correct details to Vitelhome for the purpose of ordering or purchasing goods from this website.

You also undertake that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the goods or services ordered.

It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law.

Cancellations / Return/ Exchange Policy

You have the right to cancel your order at any time prior to order delivery by sending an e-mail on info@vitelmalta.com with your order number reference.

You will be liable for any applicable bank charges when cancelling your order. Cancellation of order can be done for any reason within 14 calendar days from the date of delivery of the good/s. We will offer you a full refund for the good(s) purchased* (Online orders ONLY)

If your order has not been dispatched we will cancel the order and we will refund your payment. If your order has been dispatched to you and we are unable to stop the delivery, you can refuse to sign for the delivery so that your order is returned to us and we will refund your payment in full. If you exercise your right to return the good/s after they have been delivered to you, you can either arrange to return the goods to us at your own cost or we can arrange re-collection of the order for a fee. This charge would be deducted from your refund. In any case that you have chosen to return the good/s to us yourself, you are to return the good/s within fourteen (14) days.

You have a duty of care to ensure that items are not damaged whilst in your possession. All items must be returned to us in the same condition they were in on delivery and you shall be liable for any diminished value of the goods. We would also ask that they be returned with their original packaging or similar to avoid damage on their return journey. We reserve the right to withhold all or part of your refund if items are returned damaged or used. Sealed goods which were unsealed by consumers and possibly used are not suitable for return due to health protection or hygiene reasons; this includes headphones, watch straps, vacuum/robot cleaners, personal hygiene products, or any products for food processing or containing any air filtration products.

Vitelhome reserves the right to refuse to accept your request for order for any reason. If we decide to cancel your order we will notify you as soon as possible and we will refund to you any sum paid by you to us in respect of the order within 14 days of the cancellation of your order. We will not be obliged to offer any additional compensation.

Unfortunately the right to cancellation shall not apply in the case that the good/s you have ordered fall within the below exceptions:

  • Any products which for hygienic reasons cannot be resold

Exchange policy – our standard exchange policy period is 14 days, however at our discretion we may offer extended exchange policies – such as during Christmas time.

Standard exchange policies remain in place, however should a price change occur in between the period of purchase and exchange – the value given is the lower value in between time of purchase and exchange.

Requests for exchange without a valid receipt or proof of purchase cannot be entertained

Refund/Replacement of Faulty Items

If you have any problems with your purchase we will be happy to offer help and assistance.

In the unlikely event that you receive goods which were not what you ordered we shall make good for any shortage, non-delivery, or replacement.

If you inform us that your product is damaged or defective, or are of a different quantity to that stated on your order form and we accept this, we can arrange for a replacement or for the item to be repaired at no extra cost to you. It is up to us to decide whether to repair or replace the item. In the case that the item cannot be repaired or replaced, we will provide you with a full refund.

Any product being replaced (under warranty) may be either new or like new, provided that it meets the features/specs/functionalities at least equal (or better) to the original product being replaced. Warranty period will continue as per original purchase terms and conditions.

You are to inform us within two (2) months from when you notice such defect and you will be required to send a copy of the invoice which accompanied delivery. Failure to show that you have purchased the item from us may result in the refusal of exchange or in the repair becoming chargeable. This is in line with your statutory rights which are to remain in force for a period of two (2) years.

We will be able to replace an item depending on our stock and the repair time may vary. We will not accept any claims for losses you suffer during this time or any other incidental or consequential damages you may suffer.

All products sold via our website are covered by the relevant manufacturer warranties. If a fault is caused by accident, misuse or negligence, it will not be covered under warranty.

  • The Warranty period on small items and small appliances commences from the date of purchase/delivery. 
  • We offer a delayed warranty period from date of delivery on large domestic appliances, between Three or Six months depending on the Brand and or as stipulated by the local Agent of the Brand.   
  • Customers are advised that proof of purchase is required for warranty claims. Proof of purchase may be a cash sale receipt, delivery note/invoice or separate guarantee form showing product model/serial number as well as the date of purchase.

Any claims for warranty on LG Electronics Products must be presented at the Authorised LG Service Centre in Marsa.  (RV Electronics Factory A2 Industral Estate Garibaldi Marsa. (+356) 21314765)


This section applies only to the extent permitted by law.

While endeavouring to ensure that all the information we provide on this website is correct, we do not accept liability (except as set out below) for any errors and omissions and reserve the right to change information, prices, specifications and descriptions of listed goods, products and services.

If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. We shall be under no obligation to fulfil an order for a product which was advertised at an incorrect price, if the item(s) has been charged and not dispatched we will cancel and refund your order.

Vitelhome will do its best to correct errors and omissions as quickly as practicable after being notified of them.

To the fullest extent permitted by law, Vitelhome is providing this website and it’s content on an ‘As is’ basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this website or the information, content, materials or products included in this website including, without limitation, warranties of merchant ability and fitness for a particular purpose. In addition, Vitelhome does not represent or warrant that the information accessible via this website is accurate, complete or current.

We reserve the right to make changes to the material, detail or to the products and services and prices described in it at any time and without any notice. We reserve the right to modify and/or discontinue (temporarily or permanently) the products and services from time to time, for any reason, and without notice, including the right to terminate any of the products and services. In any such case, we shall not be held liable for any such modification, discontinuance or termination.

We provide no further warranties other than the ones specifically agreed to in these terms and conditions. These terms and conditions do not adversely affect your statutory and other legal rights.

You and Vitelhome will only be liable under these Terms for losses which are a reasonably foreseeable consequence of the relevant breach of contract.

The products sold on the website are provided for private domestic and consumer use only. Accordingly, Vitelhome do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of the website or for any products or services purchased from Vitelhome.

We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

We shall have no liability (including liability for negligence) for the acts or omissions of telecommunications service providers or for failures of, or faults in their networks and equipment.

Delivery Information

All orders done online and amounting to €100 or more are eligible for free delivery. A delivery charge of €5 applies for orders below cost of €15.00.

Orders for large Appliances (Items weighing more then 25Kgs)

Our Logistic department will contact you to organise delivery.

Delivery Days:

Monday - Friday : 9.00am - 16.30pm

What happens if you notice that the delivered product is damaged?

It is highly important that all delivered items are checked for dents and damages upon delivery in front of our delivery personnel. If your product has been damaged, please let us know via emailing us at info@vitelmalta.com within 24 hours of receiving your order, along with images of the damage and quoting your order reference Number.

Vitelhome cannot be held responsable should one fail to claim for damages after 24hours.

What to do if you have a fault with your product?

If your product stops working at any time, please contact our support team on (+356) 21377170 - (+356) 21377172 or visit of FAQ's where you can find troubleshooting information to guide you accordingly. 

If your product is within its warranty and has a fault, please do the following:

  • Contact Vitelhome Support on (+356) 21377170 - (+356) 21377172, who will go through troubleshooting with you to identify the fault.
  • If your fault cannot be resolved, our Support team will send required information to related servicing centre to organise an appointment with technician.


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An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.


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Embedded content from other websites

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These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

Who we share your data with

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How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.

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What rights you have over your data

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Where your data is sent

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