[RBS] Return policy in Israel

[rfried]

In answer to my own question, this is what I learned....see text below.
If anyone knows where a link to this info is in Hebrew, I'd appreciate it.
Riki



http://nofryers.com/returning-goods-cancelling-services-for-cash-in-israel/

Returning goods, cancelling services for cash

22 January 2012




Consumers may return purchases or cancel services for a refund.  However,
one must take into account lots of details and exceptions.
 
As of 14 December 2010, consumers have the ability to return goods and
cancel services according to the law.  The regulation creates a variety of
categories of purchases with varying criteria for return, so you must be
careful to understand what you can return and under what conditions.
 
Basic criteria for return
 To return an item, the following basic criteria must be met.
 
Value of the item: 50 NIS or more
 Method of payment: Payment cannot have been made with gift certificates
(תווי קניה or שובר מתנה) or cash value cards (כרטיס מגנטי נטען).
 Proof of purchase: You must be able to present a receipt or exchange slip
that lists the item, the date of purchase, the amount paid, and the method
of purchase.
 Condition of the item: Undamaged and unused.  Being in the original
packaging is considered proof of it being unused.  If the consumer had to
purchase a good to use the service, the consumer is allowed to return the
item even if used as long as the item is undamaged (e.g., mobile phone
purchased with mobile phone service).
 Ongoing transactions: In the case of an ongoing service, the consumer can
cancel the transaction and only pay for the service used.
 Where you can return: Returns can be made at any of the branches of the
company, unless the purchase was made at a franchisee (which is clearly
marked as a franchisee).
 Item delivered 6 months or longer after purchase: This transaction can only
be cancelled before delivery of the goods.
 
Specific conditions for each category of goods
 To keep you on your toes, there are seven categories of goods each with its
own additional conditions and restrictions.
 
Category 1
 
Items included
 ? Furniture (except for furniture assembled at the customer’s home, see
Items that cannot be returned)
 ? Home and garden equipment (except for unwrapped kitchenware)
 ? Electrical appliances and electronic devices
 ? Items in original, unopened packaging (this is the catchall if your item
doesn’t appear elsewhere)
 ? Items ordered but not yet delivered which were standard and not
customized
 ? Water purification system
 ? Watches / clocks
 Time period: Within 14 days from the day the item was received
 Condition of the item: Opening of the original packaging is not necessarily
considered evidence of use or damage.  However, connecting the item to
electricity, gas, or water is considered use.
 
Category 2
 
Items included: Clothing and footwear
 Time period: By the end of the second non-rest day after purchase
 Condition of the item: Price tag must not have been removed
 
Category 3
 
Items included:
 ? Hospitality, travel, vacation, and entertainment packages (domestic, not
international)
 ? Chugim (חוגים) and courses (except for psychometric courses)
 Time period: Within 14 days from the time of sign up and at least 7
non-rest days prior to the beginning of the service
 
Category 4
 
Items included:
 ? Cosmetic and aesthetic services including hair removal
 ? Long-term vacation transaction (longer than a year where the consumer
receives discounts and benefits on accommodations, travel, etc.)
 ? Membership in a discount club
 ? Landline phone service
 ? Mobile phone service
 ? Internet service
 ? Cable and satellite service
 ? Gym or spa membership
 ? Matchmaking services
 ? Lottery and gambling subscriptions
 Time period: Within 14 days of the transaction or delivery of the written
terms, whichever is later
 Condition of the item: Cancelling of the service is possible even if the
service has started
 
Category 5
 Items included: Goods and services sold at a show (אירוע הצגה)
 Time period:
 ? Product or on-going service – Within 14 days of receipt of the good or
purchase of the service or within 14 days of delivery of the written terms,
whichever is later
 ? Non-ongoing service – Within 14 days of the transaction and at least 2
non-rest days before the beginning of the service
 
Category 6
 
Items included: New vehicle purchased from the importer
 Time period: Within 14 days of the transaction and before the vehicle has
been registered in the consumer’s name
 
Category 7
 
Items included: Jewelry purchased for less than 3,000 NIS
 Time period: By the end of the second non-rest day after purchase
 
Items that cannot be returned
 
Custom-made items
 Goods which cannot be returned according to the law
 Food products
 Medications and nutritional supplements
 Perishable goods
 Information as listed in the Computer Law (such as software)
 Goods that are possible to record, reproduce, or duplicate and the original
packaging has been opened
 Undergarments including bathing suits
 Gas
 Furniture assembled at the customer’s home
 Jewelry purchased for more than 3,000 NIS (except for watches)
 International hospitality, travel, vacation, and entertainment packages
(does not include domestic)
 
Cancellation fees
 
Cancellation fee: 5% of the purchase price or 100 NIS, whichever is less
 Installation charge: If a house call was made to install something for a
service, a fee of up to 100 NIS may be charged.
 Credit card fee: If the business can prove that it was charged a fee by the
credit card company for cancelling the transaction, the consumer can be
required to pay it.
 
Refund
 
Method of refund: Money will be returned in the same method it was given.
(If paid by cash, check, or credit card, refund may be made in cash or
check.)
 Time period: Money must be returned within 7 business days from the date of
return.  (If paid by check, refund must be made within 5 business days.)
 
If you are refused a refund…
 Most merchants will likely honor their legal obligations.  However, if a
merchant denies you the ability to return an item or cancel a service, your
alternative is to sue them in small claim’s court.  The Israel Consumer
Council has put together a guide on how to handle this situation including
fill-in-the blank letters to send to merchants and suits to file with small
claim’s court.
 
 
 
Of course, merchants can always offer more generous terms, but this is the
baseline that all merchants must provide.  Happy shopping!