Cancellation and Exchange Policy for Products Purchased through Distance Selling
Cancellation of a Frontal Transaction
A Transaction Made in a Store
The Consumer Protection Regulations (Transaction Cancellation), – 2010, allow you to cancel a transaction and get your money back. Canceling a transaction focuses on your full right to regret after a purchase, unilaterally and without reason.
Basic conditions for canceling a transaction:
- You must return the product to the merchant when it is without defect and unused.
- The regulations apply to a variety of products priced over 50 NIS and to various services.
- You must prove the purchase – present an invoice, cash register receipt, exchange slip or any other proof indicating the transaction (including the date of purchase, transaction amount and method of payment).
- The business may charge a cancellation fee of 5% of the product price or 100 NIS, whichever is lower. If the transaction was paid for with a credit card, the business may charge a credit card processing fee. Important to know!
- The right to cancel also applies to gifts you received, as long as you can present an exchange slip or other proof that the transaction was actually carried out (including the date of the transaction, the amount paid and the means of payment)
- If you paid for the transaction with purchase receipts, a gift voucher or a magnetic card, the business is not required to cancel the transaction.
- The transaction can be cancelled at the store where the product was purchased, as well as at any of the business’s branches (unless the business is a franchisee and the franchisee has displayed a sign in a prominent place).
Return of consideration and additional details:
If the consumer is required to purchase equipment in order to receive a service, the consumer is entitled to return it to the business even if it has been used. If equipment is installed in the consumer’s home used to provide a service, the business may demand the cost of the installation in an amount not exceeding 100 NIS.
If this is an ongoing transaction and the transaction has begun, the amount to be refunded is proportional to the use made of the service.
Refund will be made on the date of cancellation of the transaction, as far as possible, or on the closest date thereto, no later than seven business days. The refund will be made in the same manner as the payment was made:
- Payment was made in cash – the refund will be made in cash or by cash check.
- Payment was made by check – the refund will be made in cash or by cash check, within 5 business days, and if not paid, within five days of the due date.
- Payment was made by credit card and the business’s account has not yet been credited – the business must cancel the charge and if the business’s account is credited, it must return the amount to the consumer in cash or by cash check or notify the credit card company of the cancellation of the transaction, and the credit card company will credit the consumer’s credit card. If there was no The consumer’s credit card can be credited, the business must return the consideration to the consumer in cash or by cashier’s check.
Cancellation of a distance selling transaction
A distance selling transaction is a transaction that is carried out without the physical presence of both parties to the transaction, by the seller contacting the consumer via the means of communication; mail, telephone, radio, fax, Internet, television, etc. Such as the cancellation of a transaction carried out through a website.
Time period for cancellation:
Did you purchase a product? You can cancel within 14 days of receiving the product or from receiving a written document from the business (whichever is later)
Did you purchase a service? You can cancel within 14 days of making the transaction or from receiving a written document from the business (whichever is later)
If it is an ongoing transaction – even if the service has started, if it is a non-continuous transaction, the cancellation notice must be given up to two days before the service date.
Return of consideration and cancellation fees:
The business must return what was paid within 14 days of receiving the notice Cancellation
The business may also charge a cancellation fee (5% of the transaction value or 100 NIS, whichever is lower). Returning the product to the business is the responsibility of the consumer.
However, if the cancellation is made because you received a defective product, a product that is different from the one you ordered, or because of another breach of contract by the business, you do not have to pay a cancellation fee and the business must collect the product from the place where it was delivered. If you canceled an ongoing transaction and the business has started providing the service, then you must pay for the proportional portion of the service provided to you.
What does the right to cancel not apply to?
- Perishable products (e.g. flowers, milk)
- Accommodation, travel, vacation, or entertainment services, if the date of cancellation of the transaction falls within 7 days that are not days off, before the date on which the service is supposed to be provided.
- Information as defined by law
- Products manufactured specifically for the consumer (special order)
- Products that can be recorded, reproduced, whose original packaging the consumer has opened (such as a CD, a book)
Cancellation of a transaction for special populations – a person with a disability, a senior citizen or a new immigrant
Amendment No. 47 to the Consumer Protection Law allows a consumer who is a person with a disability, a senior citizen or a new immigrant to cancel a distance selling transaction or a peddling transaction within 4 months of the date of making the transaction, receiving the product or receiving a disclosure document according to the unified one.
In the case of a distance selling transaction, only if the transaction included a conversation between the trader and the consumer, including a conversation via electronic communication.
The consumers who are included in special populations are:
Senior citizen – anyone who has reached the age of 65.
New immigrant – someone who has not yet been 5 years old from the date they were given an immigrant certificate or an immigrant eligibility certificate.
A person with a disability – as defined in the Equal Rights for People with Disabilities Law.
The business owner may require a certificate proving that the consumer is a special population and may not require additional proof in order to exercise the right of cancellation
Updated for june 2024.