Terms & Conditions — Cancellation of a Distance Sale

Cancellation of a distance-sale transaction

A distance sale is a transaction made without the physical presence of both parties, where the seller approaches the consumer through a means of communication — mail, telephone, radio, fax, internet, television, and the like — for example, a transaction carried out through a website.

Time frame for cancellation

• Bought a product? You may cancel within 14 days of receiving the product or of receiving the written disclosure document from the business (whichever is later).
• Bought a service? You may cancel within 14 days of making the transaction or of receiving the written disclosure document from the business (whichever is later).
• For an ongoing transaction — even if the service has begun. For a non-ongoing transaction, the cancellation notice must be given at least two days before the service date.

Refund and cancellation fees

• The business must refund what was paid within 14 days of receiving the cancellation notice.
• The business may charge a cancellation fee (5% of the transaction value or ₪100, whichever is lower). Returning the product to the business is the consumer's responsibility.
• However, if the cancellation is because you received a defective product, one different from what you ordered, or due to another breach of contract by the business, you are not required to pay a cancellation fee, and the business must collect the product from where it was delivered. If you cancelled an ongoing transaction and the business had begun providing the service, you must pay for the proportional part of the service provided to you.

What the right of cancellation does not apply to

• Perishable goods (e.g., flowers, milk).
• Lodging, travel, holiday, or leisure services, if the cancellation date falls within 7 days (excluding rest days) before the date the service is to be provided.
• Information as defined in the law.
• Goods made specially for the consumer (special order).
• Goods that can be recorded or duplicated whose original packaging the consumer has opened (e.g., a disc, a book).

Cancellation for special populations

Amendment No. 47 to the Consumer Protection Law allows a consumer who is a person with a disability, a senior citizen, or a new immigrant to cancel a distance-sale or door-to-door transaction within 4 months of making the transaction, receiving the product, or receiving the disclosure document (whichever is later). In the case of a distance sale, this applies only if the transaction included a conversation between the business and the consumer, including a conversation via electronic communication. The special populations are:

• Senior citizen — a person who has reached the age of 65.
• New immigrant — a person for whom fewer than 5 years have passed since they were granted an immigrant certificate or a certificate of eligibility as an immigrant.
• Person with a disability — as defined in the Equal Rights for Persons with Disabilities Law.

The business may require a certificate proving that the consumer belongs to a special population and may not require additional proof in order to exercise the right of cancellation.

Cancellation fees for paid events

• Cancelling within 14 days of purchase, and more than 7 days before the event: a cancellation fee of the lower of ₪100 or 5% of the amount paid.
• Cancelling more than 14 days after purchase (and more than 7 days before the event): the cancellation fee set for that event.
• Cancelling 7 days or less before the event: the cancellation fee set for that event.
• For paid events the cancellation is submitted as a request to the association office, which processes the refund (the amount paid minus the applicable cancellation fee) to your original payment method.