Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy is in addition to your legal rights as a consumer and does not limit them. If anything below conflicts with the law that protects you, the law applies.
Your legal rights
Customers in Israel. Under the Israeli Consumer Protection Law, 1981 (חוק הגנת הצרכן), section 14C, you may cancel a distance purchase within 14 days from the day you receive the item or the transaction document, whichever is later. We will refund the price within 14 days of receiving your cancellation notice. We may deduct a cancellation fee of no more than 5% of the price or NIS 100, whichever is lower, and only where the law allows it.
Customers in the European Union. You have the right to withdraw from your purchase within 14 days of receiving it, for any reason and without giving a reason. You can use our Withdraw from contract form or send us any clear statement by email. We will refund all payments received from you, including the original standard delivery cost, within 14 days of receiving your withdrawal notice. We may hold the refund until we receive the item back or you show proof that you sent it. You pay the direct cost of returning the item.
Faulty, damaged or wrong items. If an item is defective, damaged in transit or not what you ordered, contact us and we will repair, replace or refund it at no cost to you, including return shipping. Your legal guarantee rights for faulty goods apply in full.
How to return an item
Please contact us first at team@theisraelstore.com or use our Withdraw from contract form so we can send you the return address and instructions. For t-shirts, jackets, hats, socks, drinkware, notebooks, posters, puzzles and tote bags you can send the item back to the return address included with your order.
Items should be returned in the condition you received them, with tags and original packaging where possible. You may be responsible for any loss in value caused by handling the item beyond what is needed to check it.
Shipping costs
Except where the law requires us to refund them (see Your legal rights above), the original shipping cost is not refunded on a change of mind return, and return shipping is paid by the customer. We never deduct more than the law where you live allows.
Items that cannot be returned
The following cannot be returned unless they are faulty: perishable goods (such as food, flowers or plants), items made to order or personalised for you, personal care products once the seal has been opened (for health and hygiene reasons), hazardous materials, flammable liquids or gases, and gift cards. Sale items can be returned under the same rules as full price items.
Unclaimed items
If a package is returned to us because of an incorrect address provided by the customer, refusal of delivery, or failure to collect it, we will refund the order on request after deducting the shipping costs, customs and tax fees we were charged, as permitted by law. You may instead ask us to reship the order, with the additional shipping cost paid before it is resent.
Exchanges
The fastest way to get a different item is to return the item you have and, once the return is accepted, place a new order.
Refunds
We will let you know once we have received and inspected your return. Approved refunds go back to your original payment method within 10 business days, or sooner where the law requires. Your bank or card company may take extra time to post it. If more than 15 business days have passed since we approved your return, please contact us at team@theisraelstore.com.
Cancelling an order
To cancel an order, contact us at team@theisraelstore.com as soon as possible. Orders that have not shipped yet are cancelled with a full refund. Orders that have already shipped can be returned under this policy and your legal rights above.
Watch warranty
Our watches come with an 18 month limited warranty covering manufacturing defects. See our Watch Warranty Policy. This warranty is in addition to your legal rights.
