Return Policy
1. Time Limit for Requesting a Return: The return request must be submitted within a period not exceeding 24 hours from receiving the parcel.
2. How to Submit a Request: Submit your return request via the live chat service located at the bottom of the website screen, providing the customer service representative with your phone number and the clear order number shown on the invoice.
3. Conditions for Accepting Returns:
- The product must be complete, unused, and in its original packaging and box.
- Returns will not be accepted if the box or packaging is damaged, or if the product has been used.
- The delivery agent reserves the right to inspect the product prior to receiving it.
- The company reserves the right to reject the return request if there is damage resulting from misuse or non-compliance with the conditions.
- Do not remove or damage any labels, tags, or seals attached to the product.
- Attach the invoice or proof of purchase with the return request.
4. Damaged or Defective Products: In the event of receiving a damaged or factory-defective product, or an item that does not match the order, please contact us within 24 hours of receiving the order and send clear photos of the product and its packaging. If it is proven that the damage or error was on the company's side, the case will be processed without charging the customer return fees, depending on the case, either through replacement or return and refund of the due amount.
5. Return Fees (If Product Is Not Defective):
- West Bank: 20 NIS
- Jerusalem: 30 NIS
- 48 Territories (Inside Green Line): 80 NIS
6. Processing Time: Return requests are processed within 5 to 7 official business days.
7. Refund Process: If the payment was made via Visa or Mastercard, the due amount will be refunded to the same card within 5 official business days after the return is approved.
8. Non-Returnable Products:
- Contact lenses.
- Personal care products, such as T-Care Spa products and hairbrushes.