Cancellation Policy

Cancel or change an order that has not yet been delivered.

If you would like to cancel or change an order placed online that has not yet been delivered by us, please contact us near the time of placing the order via email support@dvakim.com or by phone at 04-6994999 or via WhatsApp chat on the website - Sunday-Thursday from 08:00-16:00. Please note that orders are shipped from the Elram Logistics Center Sunday-Thursday until 13:00 at the latest - cancellation of an order that has been shipped or an exchange made by a customer after this time will be charged a shipping fee of 30 NIS and for remote areas (Eilat, Arava) 35 NIS.

Transaction cancellation

1. You may cancel the purchase you made on the Company's website from the date of the transaction until 14 days from the date of receipt of the product or from the date of receipt of a document containing the details of the transaction as required by the Consumer Protection Law, 5741-1981 ("the Law"), whichever is later, and all in accordance with the terms detailed in this policy. Notwithstanding the foregoing, if you are a person with a disability/senior citizen or new immigrant (as these terms are defined in the law), you may cancel the purchase made within 4 months from the date of receipt of the product or from the date of receipt of the transaction details document, whichever is later, provided that the transaction engagement included a conversation between you and the Company. It is clarified that the Company is entitled by law to request from the customer a certificate proving that he is a person with a disability/senior citizen or new immigrant, as the case may be, as specified in the law.

2. If you are entitled to cancel the transaction in accordance with what is detailed above and below, and in accordance with the law, you may cancel the transaction by submitting a cancellation to the Company, in any of the ways detailed below:

(a) By sending an email to: support@dvakim.com

(b) By delivering a verbal message by telephone: 04-6994999 , between the hours of 08:00-16:00

(c) Via WhatsApp chat on the website, Sunday-Thursday from 8:00 AM to 4:00 PM.

(d) By delivering a notice at the place of business at the address: 18 Al-Alon, Mevo Carmel Science and Industrial Park, Yokneam, between the hours of 8:00 AM and 4:00 PM.

3. Notwithstanding the above, the right to cancel a transaction will not apply in cases where the right has been restricted by or pursuant to the law.

4. In the event of cancellation of the transaction for a reason other than a defect or inconsistency between the product and the details provided to you by the Company, or failure to deliver the product on the specified date, or any other breach by the Company, you must return the product to the Company (at the address of Mevo Carmel), at your expense. If you wish to use the delivery service with which the Company works, the cost is 30 NIS. Returning a shipment from remote areas (Eilat, Arava) costs 35 NIS. Cancellation fees - In the event of cancellation of a purchase other than for the circumstances specified in Section 6 below, the Company will refund, within 14 days of receiving the cancellation notice, that part of the purchase price actually paid by the customer for the product whose purchase is requested to be canceled, less a cancellation fee at a rate not exceeding 5% of the price of the product subject to the transaction or 100 NIS, whichever is lower ("Cancellation Fee") and will provide a copy of the cancellation notice to the customer.

5. Cancellation due to a defect in the product, non-conformity, failure to deliver on time or other violation – In the event that the purchase is canceled due to a defect in the product, non-conformity of the product with the details provided to the customer in the transaction details document or in another manner as prescribed by law, failure to deliver the product on the date specified in the Company's shipping policy or due to any other violation of the Terms of Use on the part of the Company, the Company will refund, within 14 days from the date of receipt of the cancellation notice, that part of the transaction price actually paid by the customer for the product whose purchase is requested to be canceled, the Company will cancel the charge for the purchase, provide a copy of the charge cancellation notice to the customer and will not charge any cancellation fees from the customer.

6. The refund will be visible in the credit statement with which you made the transaction.

7. For the avoidance of doubt, it is clarified that these conditions do not derogate from the provisions of the law.

8. It is clarified that the terms of this return policy apply only to transactions carried out on the site operated by the company.

9. Your attention is drawn to the fact that the Company's products are also marketed through external marketed stores and not by the Company. Accordingly, different provisions apply to transactions for the purchase of the Company's products from marketed stores than those set forth in the terms of this policy, and the transactions are in accordance with and subject to the policy established by the relevant store, and all obligations applicable to a seller within the framework of these transactions apply to the marketed store and not to the Company, including all obligations applicable to a "dealer" under the Consumer Protection Law, 5741-1981, its regulations and orders issued under it. In the event of a delay in delivery, exchange, cancellation of a transaction and/or any other matter concerning the Company's product sold by a marketed store, the marketed store should be contacted directly using the store's contact information detailed here. Liability for the Company's products marketed by a marketed store, to the extent provided, will be borne solely by the marketed store. Additional details in the Terms and Conditions of Use on the Site.