Refund Policy
A legal disclaimer
Cancellation and Refund Policy – zigarOfficial Last Updated: [Insert Date]
zigarOfficial ("the Company", "we", or "our") operates in full compliance with the Israeli Consumer Protection Law, 5741-1981 (the "Law"), and the regulations enacted thereunder. This Policy outlines the terms, conditions, and procedures for order cancellations, returns, and refunds.
Right to Cancel and Cancellation Timeframes
Standard Cancellation Window: Customers may cancel a remote sales transaction within 14 days from the date of receiving the product, or from the date of receiving the transaction disclosure document, whichever is later.
Eligible Special Populations: In accordance with Section 14C1 of the Law, customers who are persons with disabilities, senior citizens (aged 65+), or new immigrants may cancel a transaction within 4 months from the date of receiving the product or disclosure document, provided the transaction included communication between the customer and the business (including phone, email, or chat). Proof of status may be requested in accordance with the Law.
Conditions for Returns and Product Condition
In the event of a cancellation for convenience (change of mind), items must be returned to the Company undamaged.
While opening the outer shipping packaging does not forfeit the right to cancel, the Company reserves the right to claim compensation or deduct funds if the returned product's value has diminished due to significant use, handling, or damage while in the customer's possession, pursuant to Section 14E(c) of the Law.
Proof of purchase (order number, invoice, or receipt) must accompany all returns.
Non-Returnable and Non-Refundable Items
Perishable / Climate-Sensitive Goods ("טובין פסידים"): Cigars, pipe tobacco, and other humidified tobacco products whose original seal, box, or protective packaging has been opened, unsealed, or tampered with. Due to their natural organic state, sensitivity to ambient relative humidity, and risk of rapid degradation outside controlled storage environments, unsealed tobacco items cannot be returned or resold.
Hygiene-Sensitive Products Used Directly: Pipes, mouthpieces, or personal accessories that come into direct contact with the mouth, once used or unsealed, due to public health and sanitation constraints.
Customized and Personalized Goods: Products manufactured, laser-engraved, tailored, or specifically modified upon the customer's individual order.
Refund Policy
Cancellation Fees and Shipping Costs
Cancellation for Convenience (Change of Mind): The Company may charge a statutory cancellation fee of 5% of the total transaction value or 100 ILS, whichever is lower. The customer is responsible for returning the physical item(s) to the Company's business address. Upon valid cancellation, the Company will refund the full amount paid in the original transaction (including original delivery fees, if charged) minus the permitted statutory cancellation fee.
Cancellation Due to Defect, Non-Conformity, or Breach: If a product is delivered defective, damaged, or does not match the product description provided on the website, please notify us immediately. In such cases, no cancellation fee will apply, the Company will cover or reimburse the return shipping costs, and the customer will receive a full refund or replacement product at their choice.
How to Submit a Cancellation Notice
You may submit a cancellation notice through any of the following accessible channels (please specify your full name, ID number, order number, and contact details):
Direct Online Link: Via the dedicated "Transaction Cancellation" link located on our website homepage / customer account area.
Email: info@zigarofficial.com
WhatsApp / Phone: +972 506842014
Processing Refunds
Refunds will be issued within 14 days from the date of receiving the cancellation notice, or upon receiving the returned physical item at our warehouse, subject to statutory provisions.
Refunds will be processed using the same payment method originally used for the transaction.