Shipping & Returns

Shipping and Returns Policy

Conditions for Returning a Product and Requesting a Refund

Purchases made through this website are considered remote sales transactions as defined in the Consumer Protection Law, 1981 (hereinafter: "Consumer Protection Law").

A customer who purchases on this website may cancel the transaction and return the product in accordance with the provisions regarding the cancellation of remote sales transactions as stated in the Consumer Protection Law (excluding products that have been engraved or customized).

Cancellation Policy

A customer may cancel the transaction from the day it was made until 30 business days from the day the product was received, or from the day the transaction details document was received, whichever is later. This is subject to the following conditions:

The customer has not used the product.
The product has not been damaged or compromised.
The product is not defective.
The product is returned in its original packaging and in brand-new condition.

Note: Products that have been engraved or customized per the customer’s request cannot be returned or canceled.

Return/Exchange Policy

A customer wishing to return a product purchased on the website may do so within 30 days of the purchase date, subject to the following conditions:

The customer has not used the product.
The product has not been damaged or compromised.
The product is not defective.
The product is returned in its original packaging and in brand-new condition.

Note: Products that have been engraved or customized per the customer’s request cannot be returned or canceled.

In such cases, the cost of shipping the product back to the company’s provided address will be borne by the customer.

The customer must pay for the return shipping to the address provided by the company at the time of the return request. Only after the product is received by the company, and it is confirmed that it has not been used and is returned in its original packaging, a refund will be issued to the customer. The refund will be the price paid for the product, minus 5% of the price or 100 NIS, whichever is greater.

Update Due to Current National Situation

Please note: Due to the current security situation in the country, delays in shipments may occur that are beyond our control. We take full responsibility for ensuring the shipment reaches you, and all our teams, including customer service, are working even during these challenging times.

However, we cannot control shipping companies or developments that may delay deliveries. If you require your shipment urgently, please take this into account.

We hope every day that the situation will return to normal soon, allowing us to provide the level of customer service you have come to expect from PumPack.