Cancellation, Returns and Exchanges Policy

A transaction made on the site is generally a distance sale, and the right to cancel it follows the Consumer Protection Law and the applicable law.

Subject to the law, a purchase may be cancelled within the cancellation period the law prescribes - including up to 14 days from receiving the product or from receiving the document containing the transaction details, whichever is later.

Consumers entitled by law to an extended cancellation period - including, in the appropriate cases, a person with a disability, a senior citizen or a new immigrant - have the extended cancellation rights the law prescribes, where its conditions are met.

On purchases made on the site, Chao Mobile does not charge a cancellation fee for a lawful cancellation, even where the law would allow one.

No separate restocking fee is charged.

This does not affect the sections "The condition of a returned product" and "The cost of returning a product" of this policy.

Where a cancellation does not arise from a defect, a mismatch or a breach by Chao Mobile, the product must be returned to the business.

We recommend returning the product complete, with the accessories and items supplied with it and in its original packaging where possible.

Opening the packaging or using the product does not in itself remove the cancellation rights the law gives the consumer.

That said, if after it was received the product's condition deteriorated significantly so that its value fell, Chao Mobile reserves the right to claim the proven damage, in accordance with section 14E(c) of the Consumer Protection Law.

Chao Mobile may inspect and record the returned product - including its serial number, IMEI number, the condition of the device and the contents of the package - to confirm that it is the product that was sold and to assess its condition.

For second-hand products, the product's condition when returned is compared with its condition as described or recorded at the time of sale. A defect or signs of use that the product already had when it was sold are not treated as damage caused after delivery.

No penalties or preset amounts are deducted from a refund. A claim for damage is based on proven damage and is assessed on its merits and in accordance with the law.

Looking into a damage claim does not delay the refund beyond the time the law sets.

Where the cancellation is not because of a defect, a mismatch, late delivery or another breach by Chao Mobile, the cost of returning the product to the business is the customer's, subject to the law.

Where the cancellation is because of a defect, a mismatch between the product and the details given to the customer, late delivery or another ground for which the law places the cost of return on the business, Chao Mobile acts in accordance with the law.

A product can be returned in person at the Chao Mobile shop, at:

• Dizengoff Center, Building B, Floor 1, 50 Dizengoff St, Tel Aviv-Yafo

You can contact Chao Mobile through the contact channels set out in this policy to arrange handing the product in.

Arranging this in advance is for the customer's convenience only, and is not a condition for exercising a legal right to cancel.

Handing the product in at the shop is an alternative to sending it back. When the product is sent back, the cost of returning it is as set out in the section "The cost of returning a product".

After a lawful cancellation, the refund is made to the payment method used for the transaction, where possible and according to how the payment was made.

A credit issued from the shop's system is made in full against the original document; a partial credit is handled manually with customer service.

Chao Mobile refunds the amount paid within the period the law prescribes - as a rule, no later than 14 days from receiving the notice of cancellation.

When the credit actually appears in the customer's account or statement depends on the card company and the payment provider. This does not postpone the date by which Chao Mobile must make the refund.

Chao Mobile allows products to be exchanged.

An exchange is a commercial service of Chao Mobile, separate from the legal right to cancel, and does not limit it.

An exchange request can be sent to Chao Mobile through the contact channels set out in this policy, and the exchange is arranged with the customer subject to the requested product being in stock.

A cancellation request can be sent to Chao Mobile through any of the contact channels available and required by law, including:

and through a dedicated cancellation link or control on the site, where the law requires one.

A cancellation request should include details that identify the transaction, such as the customer's name, the order number and contact details.

The business may ask for further information reasonably needed to identify the transaction and handle the request.

The right to cancel is subject to the exceptions and limits the law sets.

Where the law gives no right to cancel a particular transaction, nothing in this policy grants a right to cancel beyond Chao Mobile's express policy for that product or service.

Cancellations of, and refunds for, repair and lab services are governed by the website terms and conditions of purchase, in the repair and lab services section.

Chao Mobile may update this policy from time to time, among other reasons because of changes to its services or to the law.

A change to the policy does not detract from a right the customer had already acquired in a transaction made before the change.

The current version is published on the site.

For questions about cancellations, returns, exchanges and refunds you can contact Chao Mobile:

Address: Dizengoff Center, Building B, Floor 1, 50 Dizengoff St, Tel Aviv-Yafo