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Exchange and Return Policy and Transaction Cancellation

Product Exchange / Return Policy

A customer may exchange a product ordered on the website for other product/s or request a credit for the chain's branches or the website within 30 days of receiving the product by the customer.

Product returns will be permitted as long as the product is returned in good condition, unused, complete in its original packaging, and bears the original tag, and provided that an original purchase invoice or exchange slip is attached to the product. Furthermore, a product cannot be returned if all its parts are not returned (if it is a kit/set).

The credit voucher will be issued according to the actual price paid for the product/s (excluding shipping fees), as it appears on the purchase invoice.

The customer may return the product in accordance with the conditions specified in section 5.2 of the website's terms and conditions to one of the "Soho" branches according to the list attached to the website, and there choose another product available in stock or receive a credit on the spot. Alternatively, the customer may deliver the product to the supplier's warehouses at their own expense using one of the shipping options offered on the website.

Upon receipt of the product, and if it is received in compliance with the provisions of section 5.2 of the website's terms and conditions, a credit will be sent to the customer via email (to the email address used by the customer when placing the order) for the chain's branches or the website (at the customer's choice) for the actual value paid within 7 business days.

The supplier's product exchange/return policy does not detract from the provisions of the law. Nothing stated herein shall derogate from the customer's right to cancel a transaction, in accordance with and subject to the provisions of the Consumer Protection Law. See below for details regarding transaction cancellation.

Transaction Cancellation

A customer purchasing a product on the website may cancel the transaction in accordance with the provisions of the Consumer Protection Law, 5741-1981 ("Consumer Protection Law"). The details provided in this section below are a non-binding summary of the full and binding rules found in the Consumer Protection Law. Nothing in this summary shall limit the rights of the supplier or the mandatory rights of the customer, according to the Consumer Protection Law.

Order cancellation will be possible: (a) up to 14 days from the date of receipt of the product; or (b) 14 days from the date of receipt of the document containing the details specified in subsection 14C(b) of the Consumer Protection Law, whichever is later.

A transaction made on the website can be cancelled (subject to the customer's right to cancel the transaction according to the Consumer Protection Law), by means of a cancellation notice provided by the customer through one of the contact methods detailed below:

  • Verbally - at one of the "Soho" chain stores in Israel, by submitting a "Transaction Cancellation" form at the store;
  • By email to service@sohocenter.co.il;
  • On the website by submitting an inquiry on the "Customer Service" page;
  • By registered mail, to Collection Design Tel Aviv Ltd., 12 Hadkalim, Lev Ha'aretz (near Rosh Ha'ayin), 4881000.

Transaction cancellation will be permitted provided that the product is returned by the customer to the supplier according to law, in good condition and unused, subject to all law. A transaction cannot be canceled for a product that the law stipulates is excluded from the type of products for which their purchase transaction can be canceled.

The cancellation notice must state the customer's name and their ID number. To assist the supplier in locating the relevant transaction, the customer is requested to attach their mobile phone number to the cancellation notice, as well as an invoice/receipt to identify the transaction and its amount.

In case of cancellation due to a defect in the product or a discrepancy between the product and the details provided to the customer regarding the product, or due to non-delivery of the asset or service by the specified date, or any other breach of the contract terms ("Discrepancy"), the supplier will, within 14 days of receiving the cancellation notice, return the portion of the transaction price paid by the customer for the defective product, cancel the charge for the transaction, provide a copy of the charge cancellation notice, and will not charge any cancellation fees from the customer.

In case of cancellation not due to a defect in the product or a discrepancy, the supplier will, within 14 days of receiving the cancellation notice, return the portion of the transaction price paid by the customer, cancel the charge for the transaction, and provide a copy of the charge cancellation notice.

For the avoidance of doubt, if the customer has received the product, they must return it to one of the "Soho" chain branches according to the list attached to the website, or by Israel Post, or by courier to the supplier's warehouses (by prior arrangement with customer service).

Transaction Cancellation Fee: Any transaction cancellation will incur a cancellation fee of 5% of the total order or NIS 100, whichever is lower, and in accordance with the provisions of the Consumer Protection Law.

In the event that the customer wishes to transfer the product to the supplier's warehouses as stated, they are required to select "Return product with courier" on the website. After payment, the customer will be sent a return code for the courier company, which must be printed and affixed to the package with the necessary details for shipping it to the supplier's warehouses. Upon arrival of the products (in accordance with the provisions of the law and these terms and conditions), the customer's credit card will be credited within the aforementioned timeframes. The value given for the returned product is the actual value at which it was purchased after any discount, if applicable, at the time of placing the order.

The customer's right to cancel a transaction does not detract from the supplier's right to claim damages in the event of the return of products whose value has decreased, including as a result of deterioration in their condition while in the customer's possession, including in the event of the return of a product that has been used, whose packaging has been opened or damaged, that has been damaged, that has been spoiled, that has broken down and/or that has suffered any damage.

A person with a disability, a senior citizen, and a new immigrant (as defined in the Consumer Protection Law), who has made a transaction on the website which included a phone call with a supplier representative, shall be entitled to cancel the transaction within four (4) months from the date of the transaction, from the date of receipt of the product, or from the date of receipt of the document containing the details specified in Section 14C(b) of the Consumer Protection Law, whichever is later.

As stated above, you can contact the supplier's customer service at service@sohocenter.co.il.

Any refund provided by the supplier due to a transaction cancellation will be transferred solely to the credit card through which the cancelled transaction was made, and according to the credit card company's timelines.