Shipping & Cancellation Policy, SUPPORTA
1. Product delivery and shipping
1.1 Products will be delivered only after full, approved payment has been received for the order, to the address provided by the customer when placing the order on the website.
1.2 Once the order is handed over to the shipping company, the customer will receive an email or text message confirming that the shipment is on its way.
1.3 Delivery will be carried out by an external shipping company. The shipping company's terms will apply to the actual service and form an integral part of this policy. The company is not responsible for acts, omissions or delays by the shipping company.
1.4 For orders within Israel, the company undertakes to deliver within 14 to 56 business days, depending on the delivery area and product availability. For this purpose, business days are Sunday to Thursday, excluding holiday eves, holidays and days of rest.
1.5 Delivery will be made to the address provided by the customer or to the nearest pickup point, at the company's discretion. The company reserves the right to change the shipping method based on logistical considerations.
1.6 The company will not be liable for delay or non-delivery resulting from force majeure or events beyond its control, including strikes, lockouts, computer or communication failures, natural disasters, wars, hostilities and security restrictions.
1.7 Delivery areas will be determined at the discretion of the company or the shipping company. In remote locations or areas with limited access, delivery will be coordinated directly with the customer, and additional delays or higher shipping costs may apply.
1.8 The customer is responsible for providing accurate and correct details when ordering. An error in shipping details or failure to collect a package will not entitle the customer to cancellation or a refund.
1.9 International orders (outside Israel): we ship to the countries listed at checkout. Estimated delivery is 7 to 15 business days after dispatch, and you will receive tracking details by email. International shipping costs ILS 25 (about $8) and is free on orders of ILS 150 (about $49) or more. Prices are charged in Israeli shekels (ILS), and your card issuer converts the amount to your local currency. Any import duties, taxes or customs fees are set by the destination country and are the customer's responsibility.
2. Order cancellation and product returns
2.1 A cancellation will take effect only after written confirmation (via an official email from the company).
2.2 The cancellation policy applies only to products purchased directly on the official SUPPORTA website and does not apply to purchases from other sources.
2.3 This policy operates in accordance with the Israeli Consumer Protection Law, 5741-1981, and the Consumer Protection Regulations (Cancellation of Transaction), 5771-2010.
2.3.1 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.
2.4 If a notice was received that the product has arrived at a pickup point, the customer must collect the shipment within the set time. Failure to collect the package cancels the customer's eligibility for cancellation or a refund.
2.5 If the cancellation is approved, the customer must return the product to the address provided by the company. Returning the product is at the customer's expense only.
2.6 The product must be returned in its original packaging, new, unused (except for trying it on), in working order and without defects. Products that have actually been used or were returned damaged will not be eligible for a refund.
2.7 In the case of a refund request:
- The customer will bear return shipping costs of no less than ILS 30 (or according to the actual cost).
- A cancellation fee of 5% of the product price or ILS 100, whichever is lower, will be charged.
- The refund or store credit will be issued within up to 90 business days from receipt and inspection of the product.
- The refund covers the product price only, excluding the original shipping cost.
2.8 No refund will be given for:
- Products purchased as part of BOGO ("buy one, get one") promotions or exceptional discounts.
- Products received as a gift or free of charge.
- Products made or ordered to the customer's personal specifications.
Contact
Email: suporta.sup@gmail.com