Exchange Policy
1. Retaining the Invoice: Please ensure you keep the order invoice attached to the parcel, as it contains important information such as the parcel tracking number and product code, which are essential for completing the exchange process correctly.
2. Time Limit for Requesting an Exchange: The exchange request must be submitted within a period not exceeding 24 hours from receiving the parcel. This provides sufficient time to verify the condition and safety of the received product.
3. How to Submit a Request: Submit your exchange request via the live chat service located at the bottom of the website or application screen, providing the customer service representative with your phone number and the order number shown on the invoice.
4. Exchange Fees:
- West Bank: 20 NIS
- Jerusalem: 30 NIS
- 48 Territories (Inside Green Line): 80 NIS
Note: The exchange is free of charge only if there is a defect in the product from the company's side.
5. Conditions for Accepting Exchanges:
- The product must be complete, unused, and in its original packaging.
- Exchanges will not be accepted if the original box or packaging is damaged, or if the product has been used.
- The product must not be used or tried.
- The product must be in its original condition as received.
- The original packaging and wrap must be intact.
- Do not remove or damage any labels, tags, or seals attached to the product.
- Attach the original invoice or proof of purchase.
- The product must be complete with all of its original components and accessories.
6. Exchange Options: The product can be exchanged for:
- Another product of the same price (excluding delivery fees, if applicable).
- Or a higher-priced product, with the customer paying the price difference plus the exchange fee.
7. Non-Exchangeable Products: Exchanges are not available for contact lenses or personal care products, such as T-Care Spa products and hairbrushes.
8. Product Inspection: The company reserves the right to inspect the product upon receipt to verify that it meets all exchange conditions. If it is found that the product has been used, opened, or damaged due to misuse, or does not meet the exchange conditions, the exchange request may be rejected, and the product will be returned to the customer.