Refund policy

CANCELLATIONS, RETURNS AND EXCHANGES

Cancellation

You may notify us of cancellation within 14 days of receiving your item or the transaction information document required by law, whichever is later, subject to any additional cancellation rights provided by applicable law.

Cancellation requests may be submitted through our Returns and Exchanges Form:
https://www.fivesensesil.com/pages/create-a-return

Notice may also be given by email to support@fivesensesil.com, by telephone on +972-52-2120800, by registered post to the business address supplied upon request, or by any other method required by applicable law.

For an ordinary cancellation, a cancellation fee of 5% of the transaction amount or NIS 100, whichever is lower, applies where permitted by applicable law.

No cancellation fee or return shipping charge applies where cancellation is due to a defect, a discrepancy between the item supplied and the information provided at purchase, failure to deliver on time, or another breach giving rise to an exemption under applicable law.

An item that matches the order and the information provided at purchase, but does not suit the customer’s body shape or personal preference, is subject to the ordinary cancellation terms.

Returning Items

Please return the item in its original condition, unused, unwashed and unaltered, with its tags, packaging and supplied accessories. You may carefully try it on. These instructions do not remove statutory cancellation rights. Any substantial reduction in value caused by deterioration in the item’s condition will be handled in accordance with applicable law.

Return instructions will be provided after the request is submitted, according to the customer’s country. Our return service in Israel uses the label enclosed with the parcel and drop-off at the location specified in the instructions.

For returns from outside Israel, shipping may be arranged through Five Senses, subject to service availability, or through a carrier chosen by the customer.

For ordinary cancellations, return shipping costs are the customer’s responsibility. If our return service is used, the cost will be provided for approval before shipping is arranged and deducted from the refund. No charge will be made for a return service that was not provided.

Where applicable law exempts the customer from return costs, Five Senses will arrange return of the item at its own expense from the place where it was delivered.

Refunds

For a full cancellation under applicable law, the amount paid for the transaction, including original shipping charges, will be refunded, less any cancellation fee and return service charge that apply and are permitted by law.

Refunds will be issued to the original payment method within 14 days of receiving the cancellation notice, in accordance with applicable law. The customer must return the item as part of the return process.

For partial returns, the refund will be calculated using the amount actually paid for the returned items, taking account of discounts applied and the customer’s rights under applicable law.

Size Exchanges

A size exchange for the same style may be requested within 14 days of receiving the item, subject to availability of the requested size.

Size exchanges are free of charge, including return shipping and delivery of the replacement item, when arranged through Five Senses. No cancellation fee applies to an exchange.

If the requested size is unavailable, we will inform the customer. The customer may keep the item or cancel the transaction in accordance with the cancellation rights and terms that apply.

Additional Rights and Application

Extended cancellation rights for a person with a disability, a senior citizen or a new immigrant apply where the statutory conditions are met, including a four-month cancellation period in qualifying cases.

This policy applies to orders within and outside Israel, subject to the mandatory laws applicable to the transaction. Nothing in this policy limits rights that cannot lawfully be excluded.

Changes to this policy apply to orders placed after publication and will not retrospectively prejudice the terms of earlier orders.