Refund policy

Transaction Cancellation, Returns, and Refund Policy

Janervo – Home Products

Last Updated: June 30, 2026

1. General

  • 1.1. This document (hereinafter: the "Policy") applies to any purchase made on the website janervo (hereinafter: the "Site"), operated by Naveh Chizin, an Exempt Dealer (hereinafter: "we" or "the Operator"). It details the customer's rights regarding the cancellation of a transaction, product returns, and receiving a refund, in accordance with the Israeli Consumer Protection Law, 1981 (hereinafter: the "Consumer Protection Law") and the Consumer Protection Regulations (Cancellation of a Transaction), 2010, as updated from time to time.

  • 1.2. This Policy constitutes an integral part of the Site's Terms of Use. In any event of a contradiction between this document and the provisions of cogent (mandatory) law, the provisions of the law shall prevail.

  • 1.3. Nothing in this Policy shall derogate from any right granted to the customer under applicable law.

2. Cancellation Period

2.1 General Cancellation Right – 14 Days

A customer may cancel a transaction for the purchase of a product made on the Site within 14 days from the date of receiving the product, or from the date of receiving the transaction details document (order confirmation), whichever is later. This right is granted without the need to provide any reason.

2.2 Extended Cancellation Right – 4 Months

A consumer who is a person with a disability, a senior citizen (over the age of 65), or a new immigrant (Oleh Hadash, within 5 years of immigrating to Israel), may cancel a transaction within 4 months from the date of receiving the product, provided that the transaction involved a conversation (including via electronic communication such as chat) between an Operator representative and the consumer. The Operator may request an appropriate certificate proving that the aforementioned conditions are met.

3. How to Cancel a Transaction

To cancel a transaction, please contact our customer service through one of the methods listed in Section 8 below, providing the following details:

  • Full name of the customer as entered in the order

  • Order number

  • Date of placing the order and date of receiving the product

  • Details of the product(s) requested for cancellation

  • Reason for cancellation (not legally required, but greatly helps us improve our service)

It is highly recommended to submit a written cancellation notice via email to ensure clear documentation of the contact date.

4. Product Returns

  • 4.1. In the event of a cancellation that is not due to a defect or non-conformity ("cancellation for convenience"), the customer must return the product in its original packaging as much as possible, intact, unused, and in a condition identical to how it was delivered, along with all its components, accessories, tags, and accompanying documents.

  • 4.2. In this case, the customer shall bear the cost of returning the product to the Operator, unless agreed otherwise. The return address will be provided by customer service upon approval of the cancellation request.

  • 4.3. In case of cancellation due to a product defect, non-conformity between the product and the details provided on the Site, or failure to deliver the product on the scheduled date—the Operator shall bear the cost of collecting the product from the customer's home, and no cancellation fees will be charged.

  • 4.4. A product returned damaged, used beyond a reasonable check, or missing components may incur a charge for the product's depreciation, in accordance with legal provisions.

5. Cancellation Fees

  • 5.1. Cancellation for convenience: The Operator is entitled to charge a cancellation fee of up to 5% of the product price or 100 NIS—whichever is lower, as stipulated in the Consumer Protection Law.

  • 5.2. Cancellation due to defect, non-conformity, or non-delivery on time: No cancellation fees will be charged. The refund will be issued in full, including a refund for any shipping fees paid by the customer at the time of the order (if applicable).

  • 5.3. In any case of cancellation for convenience, the original shipping fees (for delivering the item to the customer) will not be refunded, unless otherwise determined by law or at the Operator's sole discretion.

6. Timing and Method of Refund

  • 6.1. A refund for a lawfully canceled transaction will be processed within 14 days from the date the cancellation notice is received by the Operator, subject to receiving the product back (in case of cancellation for convenience) or confirmation of the defect/non-conformity (where applicable).

  • 6.2. The refund will be issued using the same payment method used for the original purchase (for example, a credit to the same credit card), unless otherwise agreed between the parties.

  • 6.3. If cancellation fees are lawfully charged (see Section 5.1), the amount refunded to the customer will be net of the cancellation fees only.

  • 6.4. The actual processing time for the credit to appear on the credit card may vary depending on the policy of the credit card company or clearing service, and is beyond the Operator's control.

7. Non-Cancelable Products

In accordance with Section 14C(d) of the Consumer Protection Law, a transaction cannot be canceled with respect to the following products, to the extent such products are sold on the Site:

  • Products manufactured specifically for the customer following their order (customization, custom-cut/assembled to measure, etc.).

  • Hygiene products (such as certain textiles, pillows, bath products) whose original packaging has been opened, for reasons of public health and the protection of future customers.

  • Any other product specified in the exceptions list of the Consumer Protection Regulations (Cancellation of a Transaction), 2010, as updated from time to time.

If a specific product cannot be canceled as stated above, it will be explicitly noted on that product's page on the Site.

8. Contact Information for Cancellations and Returns

For any questions, cancellation requests, or inquiries regarding a defective product, you can reach us via:

  • Business Name: Janervo

  • Email: getjanervo@gmail.com

  • Customer Service Hours: Sunday – Thursday, 08:00–20:00

  • Product Return Address: HaMetzuda 1, Holon

9. Policy Changes

The Operator may update this Policy from time to time as required to adapt it to legislative changes or business operational needs. The binding version is the most up-to-date version published on the Site at the time the order is placed.