Cancel a purchase

This page is for customers in Israel. It explains how to cancel a purchase you made from HEI5 Jewelry at a distance (on our website, by phone, WhatsApp or email) under the Israeli Consumer Protection Law, 1981. These rights apply in addition to our Refund Policy. Where the Refund Policy is more favourable to you, it applies. Customers outside Israel: please see our Refund Policy. You may also have rights under the law of your country.

Time limits

• You can cancel from the day of purchase until 14 days after you receive the piece or the written transaction details, whichever is later.
• If you are a senior citizen (65 or older), a person with a disability, or a new immigrant (up to 5 years from receiving your immigrant or eligibility certificate), you can cancel within 4 months of the purchase, of receiving the piece or of receiving the written transaction details, whichever is later, provided the purchase included a conversation between you and us, including by electronic means. We will ask to see a relevant certificate, and nothing more.

Made-to-order pieces

• Catalogue pieces can be cancelled, including when you chose from the fixed options on the product page: gold colour, design size, or a ring size from those offered.
• Pieces made specially for you cannot be cancelled once production has started. This means pieces made to your own measurements or requirements, outside the fixed options. For example: personal engraving of a name, date or text, a size that is not offered, a design change, or a gemstone chosen specially for you. We will tell you clearly before you complete such an order, and in the order confirmation.
• Engraving that is part of a fixed design, such as Na · Nach · Nachma · Nachman, is not a personalization.

Returning the piece

• Cancelling for a reason other than a defect: please return the piece to us. We will send you insured return shipping instructions, free of charge.
• Cancelling because of a defect, a mismatch, late delivery or another breach on our part: keep the piece available where it was delivered and let us know. We will collect it at our expense.

Cancellation fee

• Cancelling for a reason other than a defect: 5% of the price of the piece or ILS 100, whichever is lower. This covers all our costs, including shipping and packaging. We deduct nothing beyond it.
• Cancelling because of a defect, a mismatch, late delivery or another breach on our part: no fee.

Refund

Within 14 days of receiving your cancellation notice, we refund the amount you paid, less the cancellation fee if it applies, to your original payment method. We cancel the charge and send you a copy of the charge cancellation notice.

Seller details

• HEI5 Jewelry, licensed dealer (Osek Murshe)
• Phone and WhatsApp: +972 58-663-1054
• Email: contact@hei5-jewelry.com