Refunds & Returns Policy
Last updated: August 2026
Thank you for shopping with us. If you are not satisfied with your purchase, we are here to help.
Customer support
Customer support is available at theteam@insectscreensisrael.com. We do our very best to respond to support emails within 48 hours, and usually much sooner.
Your statutory cancellation right
Under the Israeli Consumer Protection Law 5741-1981, you may cancel a purchase made at a distance (such as an online order) within 14 days of receiving the goods, or of receiving the disclosure document, whichever is later. To cancel, send us a clear statement by email at theteam@insectscreensisrael.com with your order number.
Where you cancel under this right and the goods are not defective, the law permits us to charge a cancellation fee of up to 5% of the price or 100 shekels, whichever is lower. Where you cancel because the goods are defective or not as described, no cancellation fee applies.
On cancellation you return the goods to the address we give you (return delivery for a non-defect cancellation is at your cost), and we refund the price paid, less any lawful cancellation fee, within 14 days of the cancellation notice.
Goods produced specially to a consumer's individual requirements can fall outside the statutory cancellation right. Our set-size screens that you cut down yourself are standard goods; a made-to-measure screen produced to your quoted dimensions may be excluded.
Cancelling before your order ships
All orders can be cancelled without charge until they are shipped. If your order has been paid and you need to change or cancel it, contact us as soon as possible; once the packing and shipping process has started we will treat the request under the cancellation right above instead.
Our 15-day return window
Beyond the statutory right, our products can be returned within 15 days of purchase for an exchange or refund, subject to the following conditions:
- The product was purchased within the last 15 days.
- The product is unopened, in its original packaging.
- You have the receipt, order confirmation or proof of purchase from this website.
- We are unable to accept returns of purchases made from third-party retailers.
Items are shipped back to the warehouse your parcel originated from, at your cost unless the item is defective. Your refund is processed within 24 to 48 hours of us receiving the returned item, to your original payment method (card or PayPal), or held as store credit if you prefer.
Damaged or defective items
If you receive a damaged or defective product, notify us immediately at theteam@insectscreensisrael.com with your order number and a photo. Defective goods are repaired, replaced or refunded at no cost to you, as Israeli consumer law requires. The cancellation fee never applies to a defect.
Questions and disputes
If you have any questions about this policy, contact us at theteam@insectscreensisrael.com. Consumer protection in Israel is supervised by the Consumer Protection and Fair Trade Authority, and nothing in this policy limits any right you have under the Consumer Protection Law 5741-1981.