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Cancellation, Exchange and Refund Policy

Last updated: 05-08-2026

This policy explains the conditions for cancelling an order, returning a product, or exchanging a product purchased through the SHANI JACOB website.

This policy is subject to the Israeli Consumer Protection Law, 5741–1981, the Consumer Protection Regulations (Cancellation of Transactions), 5771–2010, and any other mandatory provisions of applicable law.

In the event of any conflict between this policy and mandatory provisions of law, the provisions of law shall prevail.

1. Cancellation of an Order Before Shipment

1.1 A customer who has placed an order and wishes to cancel it is requested to contact SHANI JACOB as soon as possible.

1.2 If the product has not yet been shipped and has not been transferred for special preparation for the customer, the order may be cancelled.

1.3 If the order is cancelled before the product is shipped, the customer will be refunded the amount paid for the order, including any shipping fees paid, provided that the shipment has not yet been carried out.

1.4 If the product has already been transferred to the courier company, the cancellation will be handled as a return after shipment, in accordance with this policy and applicable law.

1.5 If the product was specially manufactured or customized for the customer according to measurements, requirements, or personal selection, the right of cancellation may be limited in accordance with applicable law.

2. Cancellation After Receiving the Product

2.1 Subject to applicable law, a distance-selling transaction may be cancelled within 14 days from the date the product is received or from the date the document containing the transaction details is received, whichever is later.

2.2 A cancellation notice should include:

  • full name;

  • order number;

  • details of the product to be returned;

  • telephone number or email address;

  • reason for cancellation, where relevant to handling the request.

2.3 A cancellation notice may be submitted by:

  • Email: shanijacobstudio@gmail.com

  • Telephone: [number];

  • the contact form on the Website;

  • registered mail to 37 Weizmann Street, Ness Ziona, Israel;

  • any other method the Business is required to provide by law.

3. Conditions for Returning a Product

3.1 A product may be returned, subject to rights granted by law, provided that:

  • the product has not been damaged;

  • it has not been used beyond reasonable inspection or fitting;

  • it has not been worn for an extended period;

  • it has not been washed;

  • it has no stains, odors, makeup, hair, damage, or signs of use;

  • the original product tag remains attached;

  • the product is returned with any accessories and packaging supplied with it, where possible.

3.2 It is recommended to try on the product carefully and avoid removing the tags until a final decision has been made.

3.3 Removal of the product tag or signs of use may affect the possibility of returning or exchanging the product, subject to applicable law and the actual condition of the product.

3.4 If a hygienic sticker or protective seal is attached to the product, it should not be removed while the customer is considering returning or exchanging the product.

3.5 A voluntary exchange will not be available for a product whose hygienic sticker has been removed, where the product belongs to a category for which such a hygiene restriction is justified, subject to applicable law.

3.6 Opening the packaging alone does not automatically cancel a statutory right of cancellation where such a right is granted by law.

4. Exchange of Size, Color, or Style

4.1 A customer may request an exchange of size, color, or style within 14 days from receipt of the product, provided that the product meets the conditions set out in Section 3 and subject to stock availability.

4.2 An exchange is not guaranteed until the returned product has been received and inspected by SHANI JACOB.

4.3 If the replacement product is more expensive, the customer will be required to pay the difference.

4.4 If the replacement product is less expensive, the difference will be refunded or otherwise handled in accordance with the Business’s policy and applicable law.

4.5 Shipping costs for an exchange will be borne by [the customer / the Business / according to the promotional terms — please select].

4.6 If an exchange is required because the product is defective, incorrect, or does not match the order, the handling and shipping costs will be borne by SHANI JACOB in accordance with applicable law.

5. Products Purchased as Part of a SALE or OUTLET

5.1 Products purchased as part of a SALE, OUTLET, or other discount are not eligible for an exchange of size, color, or style.

5.2 Nothing in this section shall limit any statutory right to cancel a transaction or receive a refund under the Consumer Protection Law or any other mandatory provision of law.

5.3 If a transaction is lawfully cancelled, the refund will be calculated according to the amount actually paid for the product after the discount.

5.4 All swimwear sold on the Website is offered as part of a SALE. In accordance with the applicable rules concerning underwear, including swimwear, swimwear may not be returned or exchanged, except in the case of a defect, non-conformity with the order, or another right that cannot legally be restricted.

5.5 Other than swimwear, SHANI JACOB does not currently sell other products that include a hygienic sticker or hygienic protective seal.

6. Products That May Not Be Returned or Exchanged

6.1 Subject to applicable law, the right of cancellation or return may not apply to:

  • a product specially manufactured for the customer according to measurements or special requirements;

  • a product personally customized after the order was placed;

  • a perishable product;

  • any other product excluded from the right of cancellation by law;

  • a product that, for health or hygiene reasons, is unsuitable for return after its sealed packaging has been opened or hygienic protection has been removed, where permitted by law.

6.2 If underwear, swimwear, socks, tights, wigs, or other hygienic products are sold on the Website in the future, they will be subject to the restrictions provided by law and to the policy published on the relevant product page.

6.3 A hygiene-related exception shall not be applied to an ordinary clothing item merely because a tag is attached to it.

7. Cancellation Fees

7.1 If a transaction is cancelled for reasons other than a defect, non-conformity, incorrect product, delivery delay, or another breach by SHANI JACOB, the Business may charge a cancellation fee in accordance with applicable law.

7.2 The cancellation fee shall not exceed 5% of the transaction price or ₪100, whichever is lower.

7.3 The cost of returning the product to the Business will be borne by the customer unless the cancellation is due to a defect, non-conformity, failure to deliver on time, or another reason for which the Business is responsible.

7.4 No additional fees will be charged unless permitted by law and disclosed to the customer in advance.

8. Defective, Incorrect, or Non-Conforming Products

8.1 If a customer receives a defective product, a product different from the one ordered, or a product that materially differs from its description on the Website, the customer should contact SHANI JACOB as soon as possible.

8.2 In order to handle the request, the customer should provide:

  • order number;

  • description of the issue;

  • clear photographs of the product;

  • photographs of the packaging and tag, where relevant.

8.3 After reviewing the request, SHANI JACOB will arrange, as appropriate:

  • replacement of the product;

  • repair;

  • collection of the product;

  • cancellation of the transaction;

  • a refund.

8.4 If the transaction is cancelled due to a defect, non-conformity, incorrect product, failure to deliver on time, or another breach by the Business, no cancellation fee will be charged, and the matter will be handled in accordance with applicable law.

9. Refunds

9.1 Refunds will be provided in accordance with applicable law.

9.2 Where possible, the refund will be issued to the payment method used for the original purchase.

9.3 The refund will be calculated according to the amount actually paid, after discounts, coupons, and promotional benefits.

9.4 If the entire order is lawfully cancelled, any refund of the original shipping fee will also be handled according to the circumstances of the cancellation and applicable law.

9.5 If only part of an order is returned, the original shipping fee will not necessarily be refunded, subject to applicable law.

9.6 The date on which the refund appears may depend on the credit card company, bank, or payment provider.

10. Consumers Entitled to an Extended Cancellation Period

A consumer who is a person with a disability, a senior citizen, or a new immigrant may be entitled to cancel a distance-selling transaction within four months, provided that the conditions established by law are met, including requirements relating to a conversation between the Business and the consumer.

SHANI JACOB may request an appropriate document to verify eligibility where permitted by law.

11. How to Return a Product

11.1 Do not send a product before contacting SHANI JACOB and receiving return instructions.

11.2 Once the return has been approved, the product may be returned using one of the following methods:

  • pre-arranged return to: 37 Weizmann Street, Ness Ziona, Israel;

  • shipment with a tracking number;

  • courier arranged by SHANI JACOB at a cost of [amount], if this service is available;

  • physical return by prior arrangement at 37 Weizmann Street, Ness Ziona.

11.3 It is recommended to keep the shipping receipt and tracking number until the return process has been completed.

11.4 Where the product is shipped by the customer, responsibility for the product until it is received by SHANI JACOB shall be determined in accordance with applicable law and the chosen shipping method.

12. Contact Regarding Cancellations, Exchanges, and Returns

Website and Customer Service Hours

The Website is available for placing orders 24 hours a day, subject to maintenance, technical issues, or circumstances beyond SHANI JACOB’s control.

Customer service hours are:

  • Sunday–Thursday: 08:00–20:00;

  • Friday: 09:00–15:00;

  • Saturdays and holidays: customer service is unavailable.

Requests received outside customer service hours will be handled during the next business day.

Return Address

Products approved for return should be sent or returned, by prior arrangement, to:

SHANI JACOB
37 Weizmann Street
Ness Ziona, Israel

Please do not send a product before contacting SHANI JACOB and receiving return instructions.

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