14-day cooling-off period for furniture bought from a website

For distance contracts, the Consumer Affairs Act, Chapter 378 of the Laws of Malta, generally grants consumers a 14-day right of withdrawal without needing to give a reason. However, there are recognised exceptions, and goods made to the consumer's own specifications or clearly personalised are typically excluded from this right, which is likely what the company is relying on when it refers to the custom colour. Before accepting that explanation, ask the trader to confirm in writing exactly which exemption they are invoking and check whether the colour option was a genuine bespoke customisation or simply one of several standard options offered to all buyers, since only genuinely personalised items fall outside the withdrawal right. If you believe the exemption is being misapplied, you can raise the matter with the Malta Competition and Consumer Affairs Authority (MCCAA) for guidance, and if no resolution is reached, bring the matter before the Consumer Claims Tribunal, which deals specifically with this type of dispute between traders and consumers.