Returns Policy

Ortocal’s cancellation, exchange, change and refund policy

1. General product returns:

1.1. The user must return the products to the company, in their original packaging, without having used them.

In order to begin the return and/or exchange and/or cancellation process, the user must contact the company via email at info@ortokal.co.il along with their order number and contact information. This request can also be made via the form on the website.

After receiving the request and the required details, the company will provide the user with instructions for returning and/or exchanging or canceling. It is clarified that this procedure is managed and defined by the company only, and that this procedure may change from time to time at the sole discretion of the Company, without the user having any claim and/or demand in this regard.

2. Replacements:

2.1. The company allows the customer to make a first replacement of a product at no additional cost for the replacement product itself.

2.2. The customer will bear the shipping costs associated with returning the original product and the shipping costs of the replacement product.

2.3. It is clarified that in the event that the user chooses to replace the order he has placed, this will be considered final and absolute consent to a new transaction, and the user hereby irrevocably waives any right to cancellation and/or refund and/or credit for the original order.

2.4. It is clarified that the products selected by the user as part of an exchange (hereinafter: “the replacement products”) will not be eligible for further exchange and/or transaction cancellation and/or credit of any kind, and the user hereby fully and irrevocably waives any claim and/or demand and/or claim against the company in connection with the replacement products.

 

3. Transaction Cancellation – General

3.1. The user may cancel a transaction to purchase products, including after receiving the product, by sending a written cancellation notice to customer service only, to the email address: info@ortokal.co.il, in accordance with the Consumer Protection Law, 5741-1981 (hereinafter: “Consumer Protection Law”).

3.2. The cancellation notice will include the full name and order number (hereinafter: the “Cancellation Notice”).

3.3. Requests for return or exchange will be processed within 14 (fourteen) days from the date the product is received by the company, in accordance with these regulations and the law.

4. How to cancel a transaction:

4.1. A product will be returned by sending it to the returns address, as provided to the customer by customer service. It is clarified that the responsibility for the product until it reaches the company applies to the customer, including damage, loss or delay in the return shipment.

4.2. Upon receipt of the product by the company and subject to compliance with the above conditions, the customer will be credited within 14 (fourteen) days from the date of return of the product, minus a cancellation fee of 5% of the transaction price or 100 NIS, whichever is lower, and in accordance with the payment method used to make the transaction.

4.3. The credit will be made using the same payment method used to make the transaction.

5. Terms and conditions for canceling a transaction – general

Any user may cancel a transaction, for any reason, on the following dates and under the following conditions:

In the purchase of a product – from the date of receipt of the products until 14 (fourteen) days later, or from the date of receipt of the “Disclosure Document”, whichever is later, provided that the product is returned undamaged.

6. Deadlines and conditions for canceling a transaction – a user who is a person with a disability, a senior citizen, or a new immigrant

6.1. In this section:

• “Person with a disability” – as defined in the Equal Rights for Persons with Disabilities Law, 1998;

• “Senior Citizen” – Anyone who has reached the age of 65 (sixty-five) years;

• “New immigrant” – someone for whom 5 (five) years have not yet passed from the date on which they were issued an immigrant certificate or a certificate of eligibility.

6.2. A user who is a person with a disability, a veteran citizen or a new immigrant, may cancel a transaction within four months from the date of its execution, from the date of receipt of the goods subject to the transaction or from the date of receipt of the document containing the details listed in Section 14C(b) of the Consumer Protection Law, as the case may be, whichever is later, provided that the engagement in the transaction included a conversation and/or correspondence between the site’s representatives and the user.

6.3. If a user who is a person with a disability, a senior citizen or a new immigrant requests to cancel a transaction, the site representatives may require him to present a certificate proving that he is a person with a disability, a senior citizen or a new immigrant. In accordance with the aforementioned requirement, the user shall present to the site representatives one of the documents listed in Section 14C1(d) of the Consumer Protection Law, as applicable, or shall provide them with a copy thereof, including via electronic communication. 

7. Transaction cancellation results

7.1. In the event of cancellation due to a defect – the company will refund the customer the full amount of the transaction, cancel the charge and bear the shipping costs. No cancellation fees will be charged.

7.2. In the event of cancellation not due to a defect – the company will refund the transaction amount, minus the cancellation fees as stated in section 4.2.

7.3. Notwithstanding the above, it is clarified that in the event of a transaction cancellation, the user will be entitled to receive a cash voucher (hereinafter: the “Cash Voucher”) for the amount due to him instead of a refund.

7.4. The voucher will be valid for a period of 12 months from the date of issue, and can be redeemed on the site. No refund will be given for a voucher that is not redeemed at the end of its validity period.

7.5. It is clarified that if the user chooses to receive a voucher instead of a refund, he will not have any claim and/or demand and/or lawsuit against the company in connection with his waiver of receiving the refund.

8. Cancellation of a transaction by the company

Without derogating from the above, the Company shall be entitled to cancel a transaction, including, but not limited to, in the following cases:

8.1. Shortage of inventory;

8.2. The user committed an illegal act and/or violated the provisions of the law;

8.3. The user has violated any term of these Terms of Use;

8.4. The user intentionally provided, when registering on the website and/or afterwards, misleading personal information;

8.5. If the user has provided the username and password assigned to him, if assigned, for use by a third party, or in order to allow additional parties to view the contents of the service without having registered with it;

8.6. If the user has a financial debt to the website and/or the company and has not paid his debt even though the deadline set for payment has passed;

8.7. In the event of an act or omission by the user that is likely to harm the operator and/or anyone on its behalf and/or the proper operation of the site and/or the advertisers and/or any third party;

8.8. In the event that an unusual and obvious typographical error occurs in the product description, whether in the product price or in the product description, and it is a technical error or a human error made in good faith;

8.9. In the event of force majeure, including an epidemic and/or a security incident and/or an epidemic that, in the Company’s opinion, prevents the execution of the transaction or the delivery of the product.

9. Exchange:

9.1. The first exchange will be free of charge for the replacement product itself.

9.2. The customer will bear the shipping costs associated with returning the original product and shipping the replacement product.

9.3. It is clarified that the exchange will be made for another product of the same value or a lower value than the original product that was returned. In the event that a product of lower value is selected, no refund or credit will be given for the price difference.

10. Gift Cards:

10.1. The voucher cannot be purchased. The only way to receive a voucher is through (a) a refund made by the Company in the form of a voucher, or (b) receiving a voucher as part of a designated Company promotion.

10.2. A purchase made, in whole or in part, using a voucher will not be eligible for a refund, exchange or credit of any kind.

10.3. A voucher will entitle the holder to purchase products from the site at the value stated in them and/or by deducting the amount/rate of the voucher from the price published on the site. It is clarified that for each purchase/order on the site, only one benefit can be used and that the voucher cannot be redeemed for other promotions and/or discounts, except if the company has stated otherwise, in writing and expressly, on the voucher or on the site.

10.4. Each holder of a voucher declares and confirms that by holding it, he agrees to its terms, including all of these terms of use