Refund policy
Cancellation, Returns, Exchanges and Refund Policy
Last Updated: August 19, 2026
This Cancellation, Returns, Exchanges and Refund Policy is formulated in accordance with the Israeli Consumer Protection Law, 5741–1981, and applicable regulations.
If any provision of this Policy conflicts with a mandatory provision of applicable law, the applicable law shall prevail, regardless of any other provision or customer acceptance.
1. Cancellation Rights for Distance Sales
Purchases made through the ZYQEN website constitute a distance-selling transaction under applicable Israeli law.
A customer may cancel a transaction from the time the order is placed until 14 days from the date the product is received or from the date the customer receives the transaction details document, whichever is later, subject to the conditions and exceptions provided by law.
The cancellation period includes rest days. If the final day falls on a statutory rest day or other day on which the relevant cancellation process cannot reasonably be completed, the deadline will be extended as required by applicable law.
Certain consumers, including a person with a disability, a senior citizen aged 65 or older, or a new immigrant, may be entitled to an extended cancellation period of up to four months, where the statutory conditions are met, including where the transaction involved communication between the business and the customer. ZYQEN may request appropriate documentation where permitted by law.
2. How to Cancel an Order
A cancellation request may be submitted through any of the following methods:
* Through the dedicated “Cancel Order” or “Cancel Transaction” link available on the ZYQEN website;
* By email: zyqen71@gmail.com;
* By phone or WhatsApp: 055-257-3311;
* By registered mail to: 10 Har Hermon Street, Israel; or
* Through another communication channel through which the transaction was made, where applicable.
The cancellation request should include, where available:
* Customer’s full name;
* Identification details as required by law;
* Order number; and
* Relevant contact information.
The customer is not required to provide a reason for cancellation unless otherwise required by law.
ZYQEN will provide confirmation that the cancellation request has been received.
3. Cancellation Before Shipment
If an order is cancelled before the product has been shipped, ZYQEN will process the applicable refund without requiring the customer to return the product.
Where permitted by applicable law, cancellation fees may apply as described below.
4. Refunds
For a cancellation that is not due to a defect, non-conformity, or other breach by ZYQEN, the customer will receive a refund of the amount paid, subject to applicable law and any legally permitted cancellation fee.
Where permitted by law, ZYQEN may charge a cancellation fee of 5% of the transaction price or NIS 100, whichever is lower.
The cancellation fee represents the total cancellation charge and no additional cancellation fee will be charged beyond the amount permitted by law.
Where the law requires shipping or other costs to be refunded, such amounts will be refunded accordingly.
If the product has already been delivered, the customer is responsible for the cost of returning the product to ZYQEN when the cancellation is not due to a defect, non-conformity, or other fault attributable to ZYQEN, subject to applicable law.
Refunds will generally be processed within 14 days from receipt of the cancellation notice, subject to applicable law and the relevant payment provider’s processing procedures.
Where possible, the refund will be made using the same payment method used for the original transaction. For credit-card purchases, the refund will generally be credited to the same card used for the purchase.
5. Cancellation Due to Defect or Non-Conformity
If a transaction is cancelled because of:
* A defect in the product;
* A material discrepancy between the product and the information provided by ZYQEN;
* A failure to supply the product as agreed; or
* Another breach attributable to ZYQEN,
no cancellation fee will be charged.
Where required by law, ZYQEN will bear the reasonable cost of returning the product and will provide the customer with the remedy required by applicable law, including a full refund where applicable.
Customers are encouraged to provide photographs or video documentation of the issue when contacting customer service, where reasonably possible. Such documentation is not intended to limit any statutory rights.
6. Exchanges
In addition to the statutory cancellation rights described above, ZYQEN may allow one voluntary product exchange within 14 days of receiving the package, subject to the following conditions:
* The product has not been used beyond reasonable inspection;
* The product is returned in a condition suitable for resale, where applicable;
* Original tags or accessories are included where applicable; and
* The customer bears the return shipping cost when the exchange is not due to a defect or error by ZYQEN.
This voluntary exchange policy is separate from and does not restrict any statutory cancellation rights.
Important: A customer’s statutory right to cancel a distance-selling transaction is not conditional upon keeping the original packaging or tags where such a condition is prohibited by law. Reasonable inspection of the product does not, by itself, eliminate statutory cancellation rights.
7. Products Excluded From Cancellation
Under Section 14C(d) of the Israeli Consumer Protection Law and other applicable provisions, the statutory right of cancellation may not apply to certain categories of products, including, among others:
* Perishable goods;
* Products manufactured specifically for the customer according to a special order or personal specifications;
* Products capable of being recorded, reproduced, or duplicated where the original packaging has been opened; and
* “Information” as defined under the Israeli Computers Law, where applicable.
The fact that a product was purchased during a sale or promotional period does not, by itself, eliminate statutory cancellation rights.
8. Refund Vouchers and Gift Cards
Where a store credit voucher is issued following a product return or exchange, it will generally be valid for at least two years from the date of issue, subject to applicable law.
A gift card or purchase voucher purchased for consideration will generally be valid for at least five years from the date of issue, subject to applicable law.
Nothing in this section limits any mandatory rights granted to consumers under applicable law.
9. Order Cancellation by ZYQEN
ZYQEN may cancel an order where permitted by law, including in circumstances such as:
* A material and obvious error in the product description or price;
* A product being unavailable due to an inventory or supply issue;
* A technical malfunction affecting the order;
* Suspected fraudulent or unauthorized activity; or
* Other circumstances where cancellation is permitted by applicable law.
Where an order is cancelled after payment has been received, ZYQEN will notify the customer as soon as reasonably possible and refund the full amount paid, subject to applicable law.
10. Contact Information
For cancellation, return, exchange, or refund requests, please contact:
ZYQEN
Contact Person: נהוראי גבאי
Business Address: 10 Har Hermon Street, Israel
Email: zyqen71@gmail.com
Phone / WhatsApp: 055-257-3311
Customers are encouraged to keep their order number and proof of purchase when submitting a request.
Last Updated: August 19, 2026
