RETURN POLICY


1.1 Returns & Cancellations

You are eligible to return all products bought online (except for coffee and/or matcha) within 14 days from the day the product was received in its original box. Food items (coffee and/or matcha) cannot be return according to the Israeli law.

You can cancel your order with us at any time up to 14 days after you receive the goods. Cancellation fee according to the Israeli law - 5% of the purchase price or 100 NIS, whichever is less. If your order has been delivered, you will be responsible for returning the goods to us.

 


1.3 Delivery

If delivery cannot be made to your address you will be informed as soon as possible.

 


1.4 Faulty/Broken product

If you have received a defective/ broken product, please contact us at info@hoctelaviv.com within 14 days of delivery and tell us your order number and the issue in the subject line.


In the description of the issue please include the following information:
Number of order, phone number, recipient, email address along with one or more photos of the defective/broken product or problem.


We'll contact you with a solution as soon as possible.

1.5 Wrong product delivered


If you received a different product or you need different size, color of product please return your product for a refund and place a new order. We will process refunds promptly upon receipt of your return.

Money will be returned in the same method it was given. Money are returned within 7 business days from the date of return under the Israeli law.

1.6 Extra goods delivered
 

If we supply you with extra products please contact us immediately. Goods should be returned according to the returns procedure, if you do not comply with this procedure and it is found that extra goods that you have not paid for have been delivered to you, you may be charged for the goods.

1.7 Returns procedure
 

For all returns, except where the item is faulty or we have delivered the wrong item, you will be required to pay for the return of the products to us.