Order Cancellation & Returns
A cancellation will take effect only after written confirmation (by email or official notice) from the company approving the cancellation request.
This cancellation policy applies only to products purchased through the official SUPPORTA website. The company will not handle returns or cancellations of products purchased from any other source, including physical stores, authorized resellers or external websites.
This policy is conducted in accordance with the Consumer Protection Regulations (Cancellation of Transaction), 5771-2010, and the Israeli Consumer Protection Law, 5741-1981.
Cancellation terms
In accordance with the law, a distance sale may be cancelled within 14 days from the date of purchase or the date the product was received, whichever is later, except for exceptions set out in the law and regulations. The cancellation notice should be sent to suporta.sup@gmail.com and include the customer's name and order number.
- A customer who received notice that the product has arrived at a pickup point must collect the package within the time set by the shipping company.
- If the package was not collected and was returned to the sender, the customer will not be entitled to cancel the order or receive a refund.
- After the cancellation is approved, the customer must return the product to the address provided by SUPPORTA.
- Return shipping costs are the customer's responsibility only.
- The product must be returned in its original packaging, completely unused (except for trying it on), in working order and without defects.
Cancellation and refund costs
- The customer will bear return shipping costs of no less than ILS 30 (or according to the actual cost, per company policy).
- In addition, a cancellation fee of 5% of the product price or ILS 100, whichever is lower, will be charged in accordance with the Consumer Protection Law.
- A refund or store credit will be issued within up to 90 business days from the date the product is received by the company and inspected.
- The refund covers the product price only, excluding the original shipping cost to the customer.
Cases where no refund will be given
- Products purchased as part of "buy one, get one" (BOGO) promotions or exceptional discounts.
- Products received as a gift, as part of a promotional activity or free of charge.
- Products made or ordered to the customer's personal specifications.
- Products that have actually been used or were returned damaged or not in their original packaging.
Contact us about cancellations and returns
Email: suporta.sup@gmail.com