RETURNS & EXCHANGE POLICY 

(according to the Israeli Consumer Protection Law)

This policy defines the rules for order cancellation, returns and exchanges for products purchased on rgshop.me, in accordance with the Israeli Consumer Protection Law (1981, including amendments).

1. Right to Cancel a Purchase (Products)

A customer may cancel the purchase of a product within 14 days from:

  • the day the product was received,
    or

  • the day the customer received the transaction details (confirmation, receipt, invoice),

whichever occurs later.

2. Cancellation of Services (delivery, assembly, etc.)

Service cancellation is possible only before the service is actually provided.

A customer may cancel a service if:

  1. The service has not yet started,

  2. The service is scheduled for a future date,

  3. The cancellation request is submitted no later than 2 business days before the scheduled service.

❗ If the service has already been provided:

  • It cannot be canceled.

  • The customer is not eligible for a refund for that service.

3. When Cancellation Is Not Allowed

Cancellation of a purchase is not possible in the following cases:

  • The product was custom-made or specially ordered for the customer.

  • The product belongs to categories that cannot be returned for hygiene reasons after opening (as defined by law).

  • The product shows signs of use, is damaged, incomplete, or not in its original packaging.

4. Conditions for Returning a Product

A product can be returned only if:

  • it is in its original packaging,

  • has no signs of use,

  • is fully complete (all parts included),

  • is not damaged or altered.

5. Refunds

If the cancellation complies with the law:

  • The 14-day refund period begins only after the product has been returned to the seller.
    If the customer does not return the product, the seller is not obligated to issue a refund

  • Future payment obligations (if any) will be canceled.

  • A cancellation confirmation will be provided.

Refund deduction (as allowed by law):

The seller may deduct a cancellation fee not exceeding:

  • 5% of the transaction amount,
    or

  • 100 NIS,

whichever is lower.

This fee compensates the seller for processing, payment fees, logistics and administrative costs.

If the customer already received the product:

It must be returned before a refund can be issued.

6. Shipping Costs

  • Shipping fees are non-refundable once the product has been shipped.

  • If re-delivery is required (e.g., incorrect address), all costs are covered by the customer.

7. How to Submit a Return Request

To cancel a purchase or request a return:

  1. Contact us through the “Contact Us” page on the website.

  2. Provide your order number, name and reason for the return.

  3. Wait for confirmation from customer support.

  4. Return the product to the address provided.

Returns sent without prior approval may be refused.

8. Items Out of Stock

If a paid product is not available in stock:

  • the customer will be informed, and

  • a full refund will be issued.

9. Warranty Returns (Products with Manufacturing Defects)

If a manufacturing defect is discovered in a product during the warranty period, the customer may return the product to the store for further inspection. The store will accept the product and forward it to the official supplier or manufacturer, who is responsible for warranty service under the law.

The warranty inspection, diagnosis and the decision regarding further action are entirely within the authority of the supplier or manufacturer. Following the inspection, the supplier may:

  • repair the product at no additional cost,
    or

  • replace the product with a new one if repair is impossible or not economically reasonable.

The store does not perform repairs independently and is not responsible for the supplier’s decision. The duration of the diagnostic process, repair or replacement is determined by the supplier and may vary depending on the type of product and the nature of the defect.

If the inspection determines that the defect is not a manufacturing defect (for example, damage caused by improper use, incorrect storage, mechanical impact, or any other non-manufacturer-related cause), the warranty does not apply, and the product will be returned to the customer without repair or replacement.

If the supplier confirms that the defect is covered by the warranty but cannot repair or replace the product, the supplier may decide to issue a refund for the product. In such a case, the refund will be provided by the store after receiving written confirmation from the supplier.