Refund policy

Cancellation and Refund Policy

Last updated: 19 August 2026

  1. The cancellation policy is subject to the Consumer Protection Law, 5741-1981 and its regulations. Nothing in this policy derogates from the customer's rights under law.
  2. Non-personalised products: the transaction may be cancelled within 14 days from the day the product was received or from the day the transaction details document was received, whichever is later. The product must be returned in its original packaging, unused and undamaged.
  3. Personalised products: products manufactured specifically for the customer to personal order, including embossing of a family name, initials or lettering at the customer's request, cannot be cancelled under section 14C(d)(4) of the Consumer Protection Law. Choosing a colour or a size from the options offered on the site is not considered personalisation for this purpose. The exemption does not apply in cases of a defect in the product or a mismatch between the product supplied and the order.
  4. Extended cancellation: a person with a disability, a senior citizen aged 65 or over, or a new immigrant may cancel the transaction within four months of the date it was made, provided the engagement included a conversation between the parties, including in writing. The business may request presentation of a suitable certificate.
  5. Cancellation fee: for a cancellation that is not due to a defect or a mismatch, the business may charge a cancellation fee of 5% of the product price or 100 ILS, whichever is lower.
  6. Defective product or mismatch: please inspect the product on receipt. If a defect, damage, or a mismatch between the product supplied and the order is found, contact us with photographs. In that case we will replace the product or refund the full amount, including the shipping charge, at the customer's choice. The cost of return will be borne by the business.
  7. How to cancel: a cancellation notice may be sent in one of the following ways, stating the order number and the name of the person who placed it:
    Email: hello@mezuzi.com
    WhatsApp: 050-343-3166
  8. Returning the product: before sending the product back, please contact us to receive the return address and to coordinate. Sending without prior coordination may delay the handling of the request.
  9. Cost of return: for a cancellation that is not due to a defect or a mismatch, the cost of return shipping is borne by the customer.
  10. Refund: the refund will be made through the payment method used for the purchase, within 14 days of receipt of the cancellation notice. There may be a further delay in the credit from the credit card company or the bank.
  11. Exchanges: the fastest way to receive a different product is to cancel the existing order in accordance with this policy, and to place a new order separately.
  12. For any question about cancellation or refund:
    Email: hello@mezuzi.com
    Phone / WhatsApp: 050-343-3166
    Response hours: Sunday to Thursday, 10:00 to 17:00