Refund policy

1. Scope and statutory rights

This policy applies to consumer purchases on the אקסודוס חדשנות בע״מ (Exodus Ropes) website. It does not limit any right granted to consumers by law, including the Consumer Protection Law, 5741-1981, and the Sale Law, 5728-1968. Mandatory legal provisions take precedence over any other provision in this policy. Business purchases may be subject to different arrangements, without limiting statutory rights.

2. Products arriving damaged or not matching the order

If a product arrives damaged or does not match the order, contact us as soon as possible with the order number and a description of the problem. To assess the request, we may reasonably ask for photographs or other suitable documentation where possible. This request does not limit statutory consumer rights or make a photograph the only way to prove a defect.

3. Replacement and quality checks

After assessing the defect, if the customer wants a replacement, we will send a suitable replacement at no additional cost. In some cases, we may ask to receive the defective product for inspection and quality checks, by arrangement with the customer and at our expense. Replacement is a service option and does not replace any statutory right to cancel and receive a refund. Quality checks will not delay a refund beyond the legal deadline. Customers do not need to visit the business in person to give notice of cancellation or exercise rights relating to a defect.

4. Cancellation of an online purchase for reasons other than a defect

For a distance sale, notice of cancellation may be given from the transaction date until 14 days after receipt of the product or receipt of the document containing the legally required transaction details, whichever is later. These are calendar days, not 14 business days. Extended cancellation rights for certain eligible groups are preserved as described below.

5. How to give notice of cancellation

For return enquiries or transaction cancellation, contact us by telephone at 054-896-4826 or by email at orders@exodusrope.com. A cancellation notice must include the name and identity number as required by law; an order number helps identify the transaction. Cancellation must not be made conditional on visiting in person or obtaining prior approval from the business. This does not limit any method of giving notice or any rights granted by law.

6. Returning the product after cancellation

For cancellation not due to a defect, nonconformity, failure to deliver on time, or another breach by the business, the customer must return the product to the business at: 1 Exodus Street, Kibbutz Sufa. It may be returned in person by arrangement or through suitable shipping at the customer's expense. Where cancellation is due to one of those reasons, the customer will make the product available to us at the place where it was delivered and notify us; collection will be arranged at our expense.

7. Refunds and cancellation fees

For a valid cancellation of a distance sale, the amount paid will be refunded and any outstanding charge cancelled within 14 days after receipt of the cancellation notice. Confirmation of cancellation of the charge will be provided as required by law. No cancellation fee will be charged for a defect, nonconformity, failure to deliver on time, or another breach by the business. For a change-of-mind cancellation, the fee will be 5% of the transaction price or NIS 100, whichever is lower, subject to the law. No additional charges prohibited by law will be made.

8. Opened packaging, use and product condition

Please take care of the product and its parts and return them with the original packaging where possible. In a distance sale, using an ordinary product or opening its packaging does not by itself remove the right to cancel. This does not limit the business's right to claim damages for a significant reduction in the product's value in accordance with the law, or the application of a statutory exception to a particular product.

9. Extended cancellation rights

A person with a disability, a senior citizen aged 65 or over, or a new immigrant as defined by law may be entitled to cancel a distance sale within four months of the legally applicable starting date, if the transaction involved a conversation with the business, including electronic communication. The document permitted by law may be requested to establish eligibility, without additional proof requirements prohibited by law.

10. Statutory exceptions

The right to cancel for a change of mind is subject to statutory exceptions, including goods made especially for the consumer following the transaction, where that exception actually applies. Selecting a standard product from the sizes or colours offered on the website does not by itself establish that it is custom-made. No blanket exclusion will apply to every rope or product that has been cut; the exception will be assessed according to the circumstances of the order. An exception to change-of-mind cancellation does not remove liability for defects or nonconformity.

11. Contact details

אקסודוס חדשנות בע״מ (Exodus Ropes). Telephone: 054-896-4826. Email for enquiries and cancellation notices: orders@exodusrope.com. Product return address: 1 Exodus Street, Kibbutz Sufa.