Shipping, Warranty & Service Policy

Chao Mobile delivers throughout Israel.

Deliveries are made through shipping companies and couriers engaged by Chao Mobile, which may change from time to time.

Our usual delivery times are:

• Standard delivery: 3-5 business days.
• Express delivery: 1-2 business days, for an additional charge.
• Collection in person: by prior arrangement.

Delivery days are counted from confirmation of the order and of the payment, and subject to the product being in stock.

“Business days” in this policy means Sunday to Thursday, and does not include Fridays, Saturdays, holiday eves, holidays or days of rest.

On an order of ₪500 or more, shipping is free, unless clearly stated otherwise before the order is completed.

On an order under ₪500, the shipping cost is set by destination and distance and is shown to the customer during checkout or before the order is confirmed.

Express delivery may carry an additional charge.

The final cost that applies to the order is shown to the customer before the purchase is completed.

You can collect from the shop at:

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

Collection is by prior arrangement only, and after the customer has been told the order is ready.

Collection is also possible on Fridays, by prior arrangement, until 15:00.

Please do not come to collect before you have been told the order is ready.

When placing an order it is the customer's responsibility to give full and correct details, including:

• Full name
• A phone number that is reachable
• A full and exact address
• Apartment number, floor and entrance, where relevant
• Any further details the delivery requires

Chao Mobile is not responsible for a delay or a failed delivery caused by incorrect, missing or out-of-date details given by the customer.

Where a delivery could not be completed because of a wrong or incomplete address, a wrong phone number, the customer not being available or another reason within the customer's control, a further delivery may be needed.

In that case Chao Mobile may charge the customer for the additional delivery.

The further delivery is arranged after contacting the customer and updating the details needed.

Once the order has been passed to the shipping company, the customer may receive updates on the delivery status and tracking details by email, SMS, WhatsApp or another means the carrier uses.

Tracking options and how updates arrive vary with the carrier handling the order.

Chao Mobile makes every effort to meet the delivery times published on the site.

That said, delays outside Chao Mobile's reasonable control may occur, including because of:

• Unusual load at the shipping companies
• Holidays and busy periods
• Extreme weather
• A security situation or an emergency
• Strikes or movement restrictions
• Failures at the carriers
• Force majeure or other exceptional circumstances outside Chao Mobile's control

If there is a significant delay, Chao Mobile will do what it can to keep the customer informed and to help complete the delivery.

Nothing in this clause detracts from the rights the law gives the customer if delivery is not made on time.

Every order is subject to the product being in stock.

If a product turns out to be unavailable after the order was placed, Chao Mobile may contact the customer and offer, as appropriate:

• To wait for the product to come back in stock
• To choose an alternative product
• To cancel the item or the order and receive a refund in accordance with the law

No charge is made for a product that is not supplied, and if one has already been made it is refunded in accordance with the terms of the transaction and with the law.

We recommend checking the package soon after it arrives.

If you receive a product that does not match the order, a product damaged in transit, or an item is missing, please contact Chao Mobile as soon as possible so that we can look into it and put it right.

Asking you to contact us promptly does not detract from any right the law gives the consumer.

Cancelling a transaction, returning a product and refunds are handled in accordance with the site's terms and Chao Mobile's terms of purchase, cancellation and returns, and in accordance with the law.

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

The products Chao Mobile sells are new.

Products marketed through an official importer are sold with the warranty that applies to them under the official importer's terms and under the law.

For products covered by the Consumer Protection Regulations on warranty and after-sales service, warranty and service are given in accordance with those regulations and with the law.

The exact warranty terms vary with the type of product, the manufacturer and the importer; see the warranty certificate supplied with the product, or ask Chao Mobile for more information.

If a product develops a fault during the warranty period, you can contact Chao Mobile for information on how to make a claim.

Depending on the product and on the warranty terms, this may be handled by Chao Mobile, by the official importer, by the manufacturer or by an authorised service lab.

The warranty does not detract from the rights the law gives the consumer.

Chao Mobile also provides device repair and lab services.

You can leave your details through the lab form on the site, or contact Chao Mobile to ask about and arrange a repair.

The details of the repair - the fault, the work needed and the price - are set according to the device and the service requested.

Unless stated otherwise for a particular repair, Chao Mobile gives a 30-day warranty on the repair carried out.

The warranty covers the repair that was carried out and a fault in the same component that was worked on.

If the same fault returns in the same component during the warranty period, the device is examined, and if the fault is found to be related to the repair and covered by the warranty, the repeat repair is carried out at no additional cost.

The warranty does not cover a different or new fault unrelated to the repair, or damage caused after the repair by breakage, physical impact, liquids, improper use or another external cause, unless the law requires otherwise.

No refund is given for a repair service that has actually been completed as the customer ordered, except where the law gives the customer another right.

If payment was taken for a service that in the end was not carried out at all, the refund is handled according to the circumstances and to the law.

Nothing in this clause detracts from the customer's rights where the service was defective or did not match what was agreed.

Chao Mobile acts in accordance with the law that applies to retailers of electrical and electronic equipment regarding taking back old equipment and passing it on for treatment or recycling.

Where a consumer has the right to hand over old electrical or electronic equipment when buying or receiving new equipment, Chao Mobile acts in accordance with the conditions and limits the law sets.

For information and to arrange this, contact Chao Mobile before placing the order or taking delivery.

Chao Mobile may update this policy from time to time, among other reasons because of changes to how deliveries are made, to the carriers, to the services, to prices 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 delivery, collection, warranty or service you can contact Chao Mobile:

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