Returns and cancellation policy

The consumer may cancel a transaction purchased in Kluster if:

The request is done within 14 days of receiving the product.

In a continuous service (whether limited to a specific period or not) - within 14 days of making the transaction or of the date of receipt of the contract/due diligence form whichever is later, whether or not it was applied to the provision of the service.

In a one-time service - within 14 days of making the transaction or from the date of receipt of the contract/full disclosure form whichever is later, provided that the cancellation is made at least 2 days that are not rest days, before the date of providing the service.

You can cancel in one of the following ways:

Cancellation of a transaction will be done by means of a written notification via  e-mail from which you received the order or via Chat.

A consumer who is a person with a disability, a senior citizen or a new immigrant (the business may request a certificate proving this) - may cancel the transaction within 4 months from the date of making the agreement or from the date of delivery of the product or from the date of receipt of the document disclosing the details required by law, whichever is later, any other claim that was a continuous conversation (by email or chat) with the support agent via WhatsApp.

If the consumer cancel a transaction after purchasing in Kluster, in which a product was purchased due to a defect or incompatibility between the product or the service or failure to deliver on time or another contractual violation, Kluster  must return the consumer's money within 14 days.   In the event that the cancellation is made by the consumer for any other reason, the consumer must return the product to the Seller at his own expense and the Seller may demand a cancellation fee of 5% of the price of the product or the transaction or 100 NIS, whichever is the lower.  The failure to return the product is not a condition for canceling the transaction.

In the case of canceling a transaction in which a continuous service that has already started has actually been purchased, the consumer must pay the relative consideration for the service that has already been provided.

If a product (goods) has been installed in the consumer's home, for the purpose of providing the service, the dealer may collect installation expenses up to NIS 100 (in addition to the cancellation fee if the cancellation is not due to a defect or incompatibility, etc.).

The right of cancellation will not apply to the following products:

Products that can be recorded that the consumer has opened their original packaging.

Furniture assembled in the consumer's home.

Products manufactured especially for the consumer according to measurements or special requirements.

Underwear including swimwear.

A piece of jewelry for which the price paid is higher than NIS 3000 excluding watches.

Lost products.

If  the purchase of a product whose value is below NIS 50.

Whether the payment was made using shopping vouchers or a gift voucher or a loaded magnetic card, the right of cancellation will not apply to this transaction.

Flowers and plants.

Clarifications:

In accordance with the interpretation law, the days are counted from today to the next day and include days of rest, vacation or Sabbath unless they are the last days of the period (for example: if the deadline is a Saturday, the deadline will be postponed to the following Sunday).

Regarding transactions for the purchase of goods (product/s), the right to cancel a transaction will also apply under additional conditions:

The value of the product(s) exceeds NIS 50.

The product(s) were not damaged and were not used. In most cases, returning the product(s) in their original packaging, even if it has been opened, is sufficient evidence of not using them. Original packaging is defined as follows: "An object and any material that is used by the manufacturer or importer, as a wrapper for the product that he manufactured or imported and that is not an integral part of the product and is not essential for the use of the product."

The product(s) have been returned to the Seller.

There are 7 different groups of transactions
for which a different period of time is set for cancellation, depending on the product purchased.

Group A includes furniture, electrical and electronic devices, including terminal equipment.

The time period for cancellation - within 14 days from the day of receiving the product(s). Opening the original packaging in itself is not considered use or damage to the product(s), unless proven otherwise. The regulations also state that if the product(s) are connected to electricity, gas or water, this matter will be considered for the use of the product(s).

Group B includes clothing and footwear - the right of cancellation by virtue of the regulations will apply provided that the price tag on the product(s) (if any) has not been removed.

The time period for cancellation - from the day of purchase until the end of two days after it that are not rest days.

Group C includes classes and courses as well as guest services.

The time period for cancellation - within 14 days from the date of making the agreement, provided that the cancellation is made 14 days, which are not rest days, at least, before the start date of the service.

Group D includes product(s) and services sold as part of a presentation event, that is, as part of an event or Livestream event, where the dealer invites consumers, including by means of enticement such as a gift and prize, to present product(s) or services he wishes to sell. This is different from a peddling transaction as defined in section 14 of the Consumer Protection Law and to which the aforementioned provisions of the law will apply.

The time period for cancellation - within 14 days from the day he received the product(s). If it is a service, within 14 days from the date of making the transaction or from the date of delivery of a written contract or written document - all of this whether it was applied to the provision of the service or not, and also if the deal is for a fixed period. If the service is sold one-time - within 14 days from the day of making the transaction and up to two days, which are not rest days, before the start of the service.

Group E includes jewelry for which the price paid does not exceed NIS 3000.

The time period for cancellation - from the day of purchase until two days after that which are not days of rest (such as clothing and footwear).

Refund:

A consumer who wishes to cancel a transaction must present the merchant with an invoice or a promissory note, testifying to the fact that the transaction was made with the merchant. As long as it is not one of these three ways of proof, the consumer can present another proof, but it must testify to the very execution of the transaction, from when, the amount paid for it and the means of payment.

As soon as a consumer exercises his right to cancel the transaction, mutual restitution takes place.

From the point of view of the consumer:

If the transaction is for the purchase of product(s), the product(s) must be returned to the dealer.

The business is allowed to charge a cancellation fee of 5% of the value of the product/service or NIS 100, whichever is lower.

If a product used to provide the service was installed at the consumer's home, the consumer must pay the dealer the installation cost in an amount not to exceed NIS 100.

The right of cancellation will also apply to goods and services given to the consumer as a gift from someone other than the dealer. The term goods also includes a gift voucher for a certain amount, which the consumer received for redemption at a dealer, but will not include purchase vouchers, for example, those given as part of a workers' compensation scheme.

Clarifications:

According to the interpretation law, the days are counted from one day to the next and include days of rest, vacation or Sabbath unless they are the last days in the period "Day of rest" in its definition: Saturday and rest day are fixed in the law ( of Israel) on hours of work and rest and the ordinance of the order of government and law. A day of rest is Saturday or a holiday only.

Returns and Exchange:

In order to start the process of returning/exchanging the product(s), you can request this through the email from which you received the invoice, explain the reason for the request, and instructions on how to return the products. "Please read carefully before filling out the application"

Damages and problems

Please check your order and contact us immediately if the item is damaged or if you received the wrong item so we can assess the problem and correct it.

Refunds

We will notify you once we receive and review your return, and let you know if the return has been approved.

If approved, you will be automatically refunded in your original payment method.

Please bear in mind that it can take some time for your bank or credit card company to process and post the refund.