Refund policy
Cancellations, Exchanges, Changes, and Refunds Policy
The following details our policy for order cancellations and/or product returns and their conditions:
Rozela: The online store that supplies the products.
The Customer: The person making a purchase, order, or exchange in this store.
Purchase Cancellation
A purchase can be canceled within one hour of completing the order on the website, provided that the item has not yet been shipped to the customer.
The cancellation notice must be sent by email via the form on the website (using the "I want to cancel my order" option) and must include a valid order number. If the shipment has not been sent to the customer and the notice was submitted correctly, the customer will be refunded the full purchase amount to the payment method used for the order.
If a customer wishes to cancel the purchase more than one hour after placing the order, Rozela will do its best to cancel the order if it has not yet left the warehouse, but in any case, without any commitment to cancel. If the customer still wants to cancel the order, they must wait until the package arrives at their home and follow the refund process as detailed later in this document.
Product Exchanges
The customer is entitled to make only one exchange of the received product, within 14 days of receiving the package (as indicated by the tracking number provided with each order), provided that the product was used only to check for fit, and not for regular use that could cause wear or damage. The exchange will be carried out by sending the product to Rozela's warehouse or to another address that will be provided by customer service.
The customer is responsible for the return cost.
Rozela provides size exchanges only, and does not commit to exchanging for a different color or model.
If a customer wants to exchange a product for a product that is not the original product, in the same color that was ordered, they must follow the process detailed in section 7.b of this document.
The right to an exchange is granted only once per order. Exchanges of multiple items must be done together for each order. It is not possible to exchange different products from one order at different times.
Conditions for Returning Products
The returned product must be in new condition, unused, and with the original tags. Receiving a refund or gift voucher is conditional upon the product being returned without any defects and/or damage. If the product is returned not in accordance with these conditions, the customer will not be entitled to any credit (neither a monetary refund nor a credit voucher).
Monetary Refund
If the customer wants to receive a monetary refund for their order, they will be presented with two options. By making a purchase on and using the Rozela website, the customer agrees that their case will not receive special treatment.
7.a. Monetary refund to the original payment method:
The refund will be issued to the original payment method only and cannot be changed. The refund is subject to a deduction of a 5% fee from the order amount + a ₪30 cancellation fee. The deduction will be made from the original transaction value (for example, returning a product costing ₪100 will result in a monetary refund of ₪65). The refund will be processed for the customer once the shipment is received at the Rozela warehouse, and will be issued on the day after it is received. The refund will appear in the customer's account within 5 business days from the moment the refund is processed. Our cancellation fee for every transaction, even if less was paid due to promotions, is ₪30 and is non-refundable, and is therefore deducted from the original transaction amount if the customer chooses this option.
7.b. Gift voucher for the Rozela store:
The voucher will be issued for the original transaction amount and will allow for the purchase of any Rozela products. Receiving the voucher is conditional on sending the product by mail, including a tracking number, to the Rozela warehouse in Israel. This option is subject to Rozela's discretion and without any commitment on its part to exchanges for a model or product different from the original product in any way (including model, color, or any other difference).
Non-Returnable Items
It is clarified and emphasized that items purchased as part of promotions, with coupon codes, and/or during end-of-season sales, can be returned/exchanged within 48 hours of receipt, in accordance with the Consumer Protection Law.
Coupon Codes
A gift code: also known as "credit," "credit voucher," "store voucher," or any other name used by the site operator or a customer service representative that indicates a voucher or coupon code that can be redeemed at the time of purchase on the site, will be issued and will be valid for a period of two years from the date the voucher is received.
Additional Clarifications
It should be noted and emphasized: any return/refund requires and necessitates the presentation of an order confirmation.
If a customer received a defective product, Rozela will be responsible for exchanging the product at its own expense, provided that proof (a photo or video) is sent to the Rozela customer service email address listed on the website within 48 hours of receiving the package (as indicated by the tracking number).
The exchange of a defective product will be done at the sole discretion of Rozela}. Defective products cannot be returned for a refund or exchanged. If a customer receives a defective product, their only option is to receive a new shipment that will be provided and paid for in full by Rozela. A shipment that compensates for a defective product will be considered the first shipment for all matters concerning exchanges and returns.
Rozela and the site operator reserve the exclusive right to cancel any order, without prior notice and without need for explanation, at their discretion. If Rozela chooses to cancel the order, a full monetary refund will be issued to the customer to the payment method with which the order was placed. The customer confirms that they will have no claims regarding orders canceled by Rozela.