Returns, exchanges, cancellations & installation
We are here to make sure you feel confident in your purchase. Here is our policy.
1. Definitions
- “Start of production”: Any physical action on a custom order (printing, casting, cutting, glazing), or written approval of a sketch/dimensions — whichever comes first.
- “Custom/personalised product”: Any product made or modified specifically for you (size, colour, finish, engraving, or custom combination).
- “Installed product”: Any product connected to electricity, ceiling, or wall, or with modified wiring or connectors.
2. Cancellation before receiving the product
- Right to cancel: up to 14 days from receiving the product.
- Cancellation fee: 5% of the transaction price or ₪100 — whichever is lower.
- Refund issued to the original payment method within 14 days of cancellation notice, minus any processing fees actually incurred.
- Return shipping is the buyer’s responsibility (except in cases of defect or mismatch).
3. Custom / personalised orders
Products made specifically for you cannot be cancelled once production has started.
In exceptional cases where a return after delivery is approved:
- Product must be returned unused, in original packaging and in good condition.
- Refund processed after inspection.
- Shipping costs, processing fees, and an 8% cancellation fee will be deducted.
4. Defective or mismatched products
In the event of a defect, mismatch, or breach by the business, you will receive a full refund or replacement at no charge. Return and re-delivery shipping covered by us.
5. Basic return conditions
- Products must be returned unused, unassembled, and uninstalled, in original packaging with all labels and accessories.
- Installed products cannot be returned unless a defect existed prior to installation.
- Until the package reaches us, responsibility lies with the buyer — registered shipping with tracking is recommended.
- Outbound shipping costs are non-refundable (except in cases of defect or mismatch).
- Fragile items must be packed carefully — damage from inadequate packaging will be deducted from the refund.
6. How to request a cancellation, return, or exchange
Send a written message with your order number stating whether you need a cancellation, return, or exchange:
Phone / WhatsApp: +972-50-620-8237
7. Installation and product use
- Installation must follow manufacturer instructions only.
- Electrical products must be installed by a qualified, licensed electrician only.
- Installation contrary to instructions voids all return, exchange, and cancellation rights.
- Refunds will not include third-party costs (installation, dismantling, electrician visits, etc.).
8. Shipping damage
- Inspect the shipment on receipt.
- In case of damage, breakage, or missing items — photograph the packaging and product and report within 48 hours of receipt.
9. Exchanges
- Exchanges available within 14 days, for in-stock products only, provided the product is unused, not installed, and in original packaging.
- Does not apply to custom products or installed products.
- Return and re-delivery shipping costs are the buyer’s responsibility.
10. Handmade products & natural materials
Minor variations in colour, texture, or dimensions (within a reasonable range) are part of the product’s character and are not considered defects.