Returns, Exchanges, Cancellations and Installation
We are here to make sure you feel confident when buying. Below are our policies :
1. Settings
- “ Start of production”: Any material operation according to the ordered order/dimensions/finish (for example: printing/casting/cutting/painting/glazing), or written sketch/dimensions approval – whichever comes first .
- “ Customized/Customized Product”: A product created or modified especially for you (dimensions/color/finish/engraving/custom combination set) .
- “ Installed product”: Any product that is connected to electricity/ceiling/wall or has conductors/cables/connectors modified (including shortening wires, opening junction boxes, drilling) .
2. Cancellation before receiving the product (distance sales transaction)
- Right of cancellation by law: Up to 14 days from the date of receipt of the product.
- Cancellation fees by law: 5% of the transaction price or 100 NIS – whichever is lower .
- The refund will be made to the payment method used to make the transaction, within 14 days from the date of the cancellation notice. And minus a clearing fee if the business was actually charged for it. .
- The responsibility for returning the product and the shipping cost will apply to the customer (except in the case of a defect/non-conformity). .
- Protected populations (senior citizen/person with a disability/new immigrant) – in the event that there was a conversation with a representative as part of the transaction – are entitled to cancel up to 4 months .
3. Custom-made/customized products
By law, products made especially for you do not have a right of cancellation after production has begun. .
In exceptional cases, if the business finds it appropriate to approve a return after delivery :
- The product will be returned new, in original packaging and in good condition. .
- The refund will be made after inspection. .
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Shipping fees, clearing fees (if applicable) and a cancellation fee of 8% will be deducted. .
This section is made voluntarily by the business and is not part of the legal right of cancellation. . - This section applies at the discretion of the business only, and is not part of the legal right of cancellation.
4. Defective product / non-conformity
In the event of a defect, non-conformity or breach by the business – you will receive a full refund/replacement with no cancellation fees. .
Round-trip shipping – at the business' expense .
5. Basic return conditions
- A new product must be returned. , unused, unassembled, and uninstalled , including original packaging, labels and accessories .
- Returning an "installed product" will not be possible, unless there was a defect in the product before it was installed.
- Until the package is delivered to us – the responsibility lies with the customer; registered shipping/with tracking number is recommended .
- Shipping fees paid in a transaction are non-refundable (except in the case of a defect/mismatch) .
- Fragile items must be packaged well; damage due to poor packaging will be deducted from the refund. .
6. How to request a cancellation/return/exchange
Send us a clear, written message including your order number and stating cancellation/return/exchange. :
Phone/WhatsApp : 050-620-8237
After receiving confirmation and return instructions – send us the item according to the instructions, including complete order details. .
7. Product installation and use
- The product will be installed only in accordance with the manufacturer's instructions. .
- Electrical products – Installation only by a qualified electrician with a valid license Keep the installation certificate in case of need . .
- Installation contrary to instructions or use not in accordance with the intended purpose - do not grant the right to return/exchange/cancellation. .
- The refund will not include third-party costs (such as installation/dismantling/technician visit/electrical points) .
- The responsibility for adapting the infrastructure at the installation site (construction, anchoring, electrical point) – applies to the customer/installer. .
- The business's warranty for the product will only be given when the installation and use have been carried out in accordance with these requirements.
8. Shipping damage
- The shipment must be inspected upon receipt. .
- In the event of external damage/breakage/missing items – take a photo of the packaging and item and report it immediately. 48 Hours from the date of receipt .
9. Substitutions (beyond the law – according to business policy)
- Exchanges will be possible for up to 14 days, for products in stock only, and provided that the product is new, not an "installed product" and in its original packaging. .
- Exchange will not apply to custom/customized products, or products that have been installed. .
- Return/resend shipping cost – on the customer .
10. Miscellaneous – Handmade and Raw Materials
The products are handmade from natural raw materials (such as ceramics and glaze). .
so Slight variation in color, texture, or dimensions (within a reasonable range) is part of the nature of the product and is not considered a defect . .
10. Legal clarifications
The above is done in accordance with the Consumer Protection Law, 5741-1981 and the Consumer Protection (Transaction Cancellation) Regulations, 5771-2010. .
In the event of a conflict between this text and the provisions of the law, the provisions of the law shall prevail. .