The Essence
Israel's Consumer Protection Law grants you the right to cancel a purchase made online or by telephone and receive a refund. For new immigrants (Olim Hadashim), senior citizens, and individuals with disabilities, special, extended cancellation periods of up to 4 months apply.
Who is Eligible?
- Any individual who has made a purchase from an Israeli website or by telephone from an Israeli company.
- New immigrants (less than 5 years in the country), individuals over 65, and individuals with disabilities are entitled to a preferential cancellation period (4 months), but only if the purchase involved communication with a company representative (by phone, chat, or email).
Who is NOT Eligible? (Exclusions)
You cannot cancel the purchase of the following goods and services:
- Perishable goods (e.g., food, flowers).
- Goods manufactured to custom specifications (e.g., furniture made to your dimensions).
- Books, discs, and other goods that can be copied, if their original packaging has been opened.
- Digital information (e.g., e-books, software).
Your Rights
You are entitled to a full refund, less a minor cancellation fee. The terms and conditions depend on your status and the type of purchase.
Standard Terms (14 days)
Scroll table horizontally
| Type of Good/Service | Cancellation Period |
|---|---|
| Goods (clothing, electronics) | Within 14 days from the date of receiving the goods. |
| One-time Service (e.g., a technician call-out) | Within 14 days from the date of the transaction, but no later than 2 business days before the service date. |
| Ongoing Service (e.g., gym membership) | Within 14 days from the date of the transaction, even if you have already begun using the service. |
| Domestic Tourism in Israel (hotel, flight) | Within 14 days from the date of the transaction, but no later than 7 business days before the start date. |
Preferential Terms for New Immigrants (4 months)
If you are a new immigrant (less than 5 years in the country) and you communicated with the seller during the purchase, your cancellation periods are significantly longer:
Scroll table horizontally
| Type of Transaction (with seller communication) | Cancellation Period for Olim Hadashim |
|---|---|
| Goods or Ongoing Service | Within 4 months from the date of the transaction. |
| One-time Service | Within 4 months, but no later than 2 business days before the service date. |
| Tourism, Recreation, Flights | Within 4 months, but no later than 7 business days before the service date. |
Cancellation Fee (Dmei Bitul)
- The seller may charge a cancellation fee of 5% of the item's value or 100 shekels, whichever is lower.
- Important: It is prohibited to charge a cancellation fee if you are cancelling the transaction due to a product defect, a discrepancy with the description, or a delay in delivery.
Step-by-Step Guide
- Send a cancellation notice. Inform the seller of your decision. It is best to do this in writing (email, website form) and keep a copy or screenshot as proof.
- Return the item. You must return the item to the seller at your own expense. If the cancellation is due to the seller's fault (defect, error), the seller is obligated to collect the item from you.
- Receive your refund. The seller is obligated to refund your money within 14 days of receiving your cancellation notice. The refund will be issued via the original payment method.
- If the seller refuses. If your rights are violated, file an official complaint with the Consumer Protection and Fair Trade Authority (link below) or file a claim in a small claims court.
Document Checklist
- Receipt, invoice, or order confirmation email.
- Teudat Oleh (if you are using the preferential 4-month period).
- A copy of your written cancellation notice to the seller.
Potential Pitfalls
- Israel-Only. These rules apply only to Israeli companies. Purchases from Amazon, ASOS, AliExpress, and other foreign websites are subject to their own internal policies.
- Key Condition for the 4-Month Period. The preferential period for new immigrants applies only if there was personal communication with the seller (call, chat, email). If the entire purchase was fully automated without human contact, the standard 14-day period applies.
- Installation. If equipment was installed at your home (e.g., an air conditioner), the seller has the right to deduct the installation cost, up to 100 shekels.
- Deadlines for Services. Pay close attention to the cancellation deadlines for services and tourism (2 or 7 business days before the start date). If you miss them, you forfeit your right to a refund.
Contacts and Links
- File a complaint with the Consumer Protection and Fair Trade Authority: Official online complaint form
Dictionary
- ביטול עסקה (Bitúl iská): Transaction cancellation.
- דמי ביטול (Dmei bitúl): Cancellation fee.
- עסקת מכר מרחוק (Iskát mékher me-rakhók): Remote transaction (online/telephone).
- עולה חדש (Olé Hadásh): New immigrant.
- תעודת עולה (Teudát Olé): New immigrant's certificate.
- הרשות להגנת הצרכן ולסחר הוגן (Ha-Rashút le-Haganát ha-Tsarkhán ve-le-Sákhar Hogén): The Consumer Protection and Fair Trade Authority.