CANCELLATION, RETURNS AND REFUND POLICY

Last Updated: August 16, 2026

This Cancellation, Returns and Refund Policy applies to purchases made through TZELLEM.com (the “Website”, “TZELLEM.com”, “we”, “us”, or “our”).

Our business address is:

TZELLEM.com
74 Sokolov Street
Herzliya, Israel

We want customers to understand clearly how order cancellations, returns, exchanges, and refunds are handled. Nothing in this Policy limits any mandatory consumer rights available under applicable law.

1. Order Cancellation Before Shipment

If you wish to cancel an order, please contact us as soon as possible through the contact details or Contact page available on the Website.

If the order has not yet been shipped or entered a stage in which cancellation is no longer reasonably possible, we will make reasonable efforts to cancel it.

If the order has already been dispatched, the cancellation will normally be handled as a return in accordance with this Policy and applicable law.

2. Statutory Cancellation Rights in Israel

Purchases made through the Website may constitute distance-selling transactions under Israeli consumer protection law.

Where the Israeli Consumer Protection Law and applicable regulations grant a customer a right to cancel a transaction, the customer may exercise that right within the statutory cancellation period applicable to the transaction, generally within 14 days for eligible distance-selling purchases.

Where permitted by law, a cancellation fee may be deducted in an amount not exceeding the lower of:

• 5% of the transaction price; or

• NIS 100.

No cancellation fee will be charged where the cancellation results from a defect, non-conformity, failure to supply the product as agreed, or another circumstance in which applicable law prohibits such a fee.

Where Israeli law provides a longer cancellation period or additional protection to a particular category of consumer, those statutory rights will apply.

3. Returns

Unless otherwise required by applicable law, products submitted for a discretionary return should:

• be returned in their original condition;

• not have been worn, washed, altered, damaged, or used beyond what is reasonably necessary to inspect the item;

• include original tags, labels, packaging, and accessories where applicable; and

• include sufficient information to identify the relevant order.

The above conditions do not reduce any mandatory rights relating to defective, damaged, incorrectly supplied, or non-conforming products.

Customers should contact us before returning an item so that we can provide return instructions.

Items sent to us without sufficient order identification may result in processing delays.

4. Personalized, Customized and Made-to-Order Products

Certain garments or products may be manufactured, altered, personalized, or produced specifically according to a customer's measurements, specifications, or special requirements.

To the extent permitted by applicable law, cancellation or return rights may not apply to products manufactured specifically for an individual customer or otherwise falling within a statutory exception to the right of cancellation.

This exception does not affect rights relating to defective products, incorrect products, or products that do not conform to the agreed specifications.

5. Defective, Damaged or Incorrect Products

If you receive an item that is defective, damaged, materially different from what was ordered, or incorrectly supplied, please contact us promptly and provide your order information and, where reasonably requested, photographs or other information allowing us to assess the issue.

Where required by applicable law, we will provide an appropriate remedy, which may include replacement, repair, exchange, or refund.

A cancellation fee will not be deducted where prohibited by applicable law.

Where we are legally responsible for the return of a defective, damaged, incorrect, or non-conforming item, we will also handle reasonable return costs as required by applicable law.

6. Exchanges

Where inventory permits, we may offer an exchange for another size, colour, or eligible product.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer another available option or process a refund where appropriate.

Any difference in price may need to be paid or refunded.

7. Return Shipping

For ordinary returns that do not result from a defect, error, non-conformity, or other breach by us, the customer may be responsible for return shipping costs to the extent permitted by applicable law.

Original delivery charges, international shipping charges, customs duties, import taxes, and similar charges will be refunded only where required by applicable law or expressly agreed by us.

We recommend using a traceable shipping method for customer-arranged returns. We cannot be responsible for a returned parcel before it is received by us, except where applicable law provides otherwise.

8. Refunds

After an eligible cancellation or return has been approved, the refund will be processed within the period required by applicable law.

Refunds will generally be issued to the original payment method used for the purchase unless another method is required or agreed.

Payment providers, banks, and card issuers may require additional processing time before the refund appears in the customer's account. Such processing time is outside our direct control.

Where a payment was made through a third-party payment provider such as Stripe or PayPal, the refund may also be subject to that provider's processing procedures.

9. International Customers

Customers purchasing from outside Israel may have mandatory cancellation or withdrawal rights under the laws applicable to them.

Nothing in this Policy is intended to exclude or restrict consumer rights that cannot legally be excluded or restricted.

Where applicable mandatory consumer law provides greater protection than this Policy, the mandatory law will prevail.

10. Refused or Unclaimed Deliveries

If an order is returned to us because the customer refused delivery, failed to collect the parcel, supplied an incorrect or incomplete delivery address, or failed to complete required customs procedures, we may deduct reasonable shipping, return-shipping, customs, or handling expenses from any refund, to the extent permitted by applicable law.

This provision does not apply where the delivery failure resulted from an error for which we are responsible.

11. Chargebacks and Payment Disputes

If you believe that a transaction or refund has been processed incorrectly, we encourage you to contact us first so that we can attempt to resolve the issue promptly.

Nothing in this section limits your rights with your card issuer, PayPal, Stripe, a payment provider, or under applicable law.

12. Changes to This Policy

We may update this Policy periodically to reflect changes in our business practices, payment methods, or applicable legal requirements.

The version applicable to an order will normally be the version published on the Website at the time the order was placed, except where mandatory law requires otherwise.

13. Contact

For cancellations, returns, refunds, exchanges, or questions concerning an order, please contact us through the customer-service contact information provided on TZELLEM.com.

You may also contact us by mail at:

TZELLEM.com
74 Sokolov Street
Herzliya, Israel