This document sets out the procedures for returning products, exchanging them and cancelling transactions on the àNou site, in accordance with the Israeli Consumer Protection Law, 5741-1981, the Consumer Protection Regulations (Cancellation of a Transaction), 5771-2010, and accepted standards in the cosmetics and e-commerce industry.
1. Cancelling a transaction
A transaction may be cancelled within 14 days from the date the order was received, or from the date the transaction details document was received, whichever is later, subject to the provisions of the law. A cancellation request must be submitted by contacting customer service, including the following details: full name, order number, phone number and reason for cancellation. Where cancellation is not due to a defect or non-conformity, cancellation fees of 5% of the transaction price or ILS 100, whichever is lower, will be charged.
2. Conditions for returning a product
A product may be returned provided that: the product is sealed in its original packaging and has not been opened; the product has not been used and is returned without defect; opened haircare and hair products will not be accepted for hygiene reasons. Returns are made by prior arrangement to: 12 Pines Street, Tel Aviv. It is the customer's responsibility to pack the product safely.
3. Defective product or delivery error
In the event of a defective product or non-conformity with the order, contact customer service with a description and photos. The Company will arrange for replacement of the product or a refund in accordance with the law, and will bear the shipping costs in such cases.
4. Refunds
The refund will be issued within 7 business days of receipt and inspection of the product, to the original means of payment. Where cancellation is not due to a defect, the original shipping fees are not refunded, and the cost of a collection service (if ordered) is ILS 30 each way.
5. Exchanging products
An exchange is possible as long as the product meets the return conditions. Any price differences will be settled against the original means of payment. Shipping costs for the exchange are borne by the customer.
6. Special groups
A person with a disability, a senior citizen or a new immigrant is entitled to a cancellation period of up to 4 months in a distance-selling transaction, subject to presenting due supporting documentation.
7. Contact
For enquiries and to arrange returns, email [email protected].
Address: 12 Pines Street, Tel Aviv
The provisions of this policy do not derogate from consumer rights under any law. In the event of a conflict between this policy and the provisions of the law, the provisions of the law shall prevail.