Massariba — an online store (hereinafter referred to as the “Company”, “we”, “us”, or the “Store”).
Mandatory Consumer Rights Notice under the Consumer Protection Law, 1981 (חוק הגנת הצרכן, התשמ"א-1981) — referred to as the “Law”
For distance sales (online transactions), the Customer has the right to cancel the transaction within fourteen (14) days from the later of:
(i) the date of receipt of the product; or
(ii) the date of receipt of the transaction details document (electronic receipt/invoice).
For special categories of consumers (individuals over 65 years of age, persons with disabilities, and new immigrants within five (5) years from the date of immigration), the cancellation period is extended to four (4) months, provided that the transaction included communication between the parties (including, without limitation, chat, WhatsApp, or email correspondence).
Exceptions to the right of cancellation:
Products manufactured or customized specifically for the Customer (including, without limitation, based on a customer-provided 3D model, custom colors, engraving, or other personalization) are not eligible for cancellation, except in cases of a confirmed manufacturing defect.
Cancellation is permitted strictly in accordance with this Policy and applicable law. The full details of consumer rights are set out in the Terms & Conditions, Section 8.
Return and Cancellation Policy
For operational clarity, this Policy distinguishes between:
(a) “Cancellation” — where the Customer exercises the right to cancel before the product has been delivered; and
(b) “Return” — where the Customer exercises the right to cancel after the product has been delivered and is required to return the product.
This distinction is made for convenience only and does not limit any statutory cancellation rights under applicable law.
1. General Cancellation and Return Rules
1.1. A Cancellation or Return request (as defined above) shall be submitted by email to [email protected], stating the order number, order date, full name, reason for cancellation/return, and sufficient details to allow the Company to reasonably identify the transaction. The Company may request proof of purchase where necessary to verify the request.
1.2. A cancellation request shall be considered received upon delivery to the Company. The Company shall review the request to determine whether the transaction qualifies for cancellation under applicable law and this Policy. The Company shall provide written confirmation following verification of eligibility.
1.3. The Company will respond within five (5) business days.
1.4. All returned products are subject to inspection by the Company.
1.5. Refunds will be issued to the original method of payment. If this is not technically possible, the refund will be made via bank transfer to a bank account under the same name as the Customer. Refunds for debit cards will be processed by bank transfer only.
1.6. Used, damaged (not due to a manufacturing defect) items are not eligible for return.
1.7. Promotional or free-of-charge gifts/items provided conditionally (e.g., added only when the order reaches a certain amount, with gift value increasing based on order total):
- These items are granted only if the qualifying purchase conditions are fully met after any returns or cancellations.
- In case of full or partial return/cancellation that causes the paid order total to fall below the promotion threshold:
- The Customer must return the gift item(s) together with the returned products;
- If the gift is not returned (lost, used, or damaged), the Company reserves the right to deduct its full retail value from the refund amount or to charge the Customer separately for it.
- No monetary value will be refunded or credited for such gifts unless required by law.
1.8. Any optional tip added at checkout is considered a voluntary donation to support the business. Tips are non-refundable in cases of voluntary cancellation before production or shipment. In cases of full refund due to manufacturing defect, non-conformity, or statutory cancellation rights, the tip amount will be included in the refunded total.
2. Custom-Made Products (Manufactured Upon Customer’s Order)
2.1. Order Cancellation
2.1.1. Before production begins
A Custom-Made Product order may be cancelled only before the Company has commenced work on the order.
Production typically begins shortly after payment confirmation (often the same business day or the next business day, depending on printer availability and current production queue).
If cancellation is requested before production starts, a full refund will be issued. The Company will notify the Customer if production has already commenced.
2.1.2. After production begins
In accordance with the Law, products manufactured specifically for the Customer are not subject to the standard cancellation right applicable to distance sales.
The order cannot be cancelled, modified, or refunded, as the product is manufactured specifically according to the Customer’s specifications and/or personalization requirements.
2.2. Return of Custom-Made Products with a manufacturing defect
Visible defects or discrepancies must be reported within seven (7) business days of receipt (including photos and a written description sent to [email protected]). Hidden defects must be reported within a reasonable time after discovery.
If a manufacturing defect is confirmed by the Company upon inspection, the Company shall, at its sole discretion, either:
- provide a replacement product; or
- issue a refund (full or partial, depending on the circumstances).
In such case, the Company shall bear the reasonable cost of return shipping.
If no defect is confirmed, or if the damage resulted from misuse, improper handling, or external causes, the return shipping shall be at the Customer’s expense.
3. Standard (Non-Custom) Products
3.1. Order Cancellation
3.1.1. Before shipment
3.1.2. After shipment but before receipt
Refund less actual delivery costs; and cancellation fee equal to 5% of the product price or ₪100, whichever is lower (in accordance with the Consumer Protection Law, 1981).
For promotional “free shipping” offers, the shipping cost is conditionally waived. In the event of cancellation not due to defect, the standard shipping fee (as published on the Website at the time of purchase) shall be deducted from the refund.
3.2. Product Returns
3.2.1. Customer-Initiated Returns (Not Due to Defect)
Products may be returned within fourteen (14) days from the date of receipt, provided that the product is returned in reasonable condition and without use beyond what is reasonably necessary to examine its nature and characteristics.
Any components forming an integral part of the product must be returned together with it.
The refund amount shall be reduced by:
- return shipping costs;
- cancellation fee of 5% of the product price or ₪100 (whichever is lower);
- standard delivery cost (if delivery was originally free of charge).
Refund will be issued within fourteen (14) days after the product is received and inspected by the Company.
3.2.2. Returns Due to Product Defects or Order Discrepancies
Visible defects or discrepancies must be reported within seven (7) business days of receipt (including photos and a written description). Hidden defects must be reported within a reasonable time after discovery.
The Company covers the full cost of return shipping.
The Customer shall be entitled to a free replacement or a full refund, without any cancellation fee.
If, following inspection, no defect is confirmed or the damage was caused by the Customer, the return shipping shall be at the Customer’s expense and a cancellation fee may apply as permitted by law.
4. Additional Information
4.1. The Company reserves the right to refuse a return if the product has been damaged due to Customer misuse.
4.2. Customers are advised to retain all purchase confirmations and shipping documentation.
4.3. All provisions of this Policy shall apply to the maximum extent permitted under the laws of the State of Israel.
Full Terms & Conditions are available via the link on the Website.
Contact: [email protected]
Business hours: Sunday–Thursday, 9:00–16:00 (Israel time).