1. Defective Product or Non-Conformity
The customer must inspect the product immediately upon receipt. If the product is supplied in defective condition, or if the specifications of the supplied product do not match the specifications published on the website, the customer shall be entitled to cancel the transaction by written notice to the Company. In such case, the customer shall not be charged cancellation fees.
2. Cancellation Within 14 Days
The transaction may be cancelled within 14 days from the date of delivery of the product by written notice to the Company, including by fax or by email to Sales@hadass-maim.com, provided that the product is in proper condition and returned together with the original invoice.
In any cancellation notice, the customer must specify:
- Order number
- Full name
- ID or passport number
Returned products shall be delivered to a location designated by the Company at its sole discretion, or collected by a courier on behalf of the Company, in which case delivery costs shall be borne by the customer.
In such case, the Company shall, within 14 days from the date the returned product is received, refund the relevant part of the transaction price paid, cancel the charge for the transaction, and shall not charge the customer any amount, except for a handling fee equal to 5% of the value of the transaction or EUR 100, whichever is lower. If installation has been carried out, an additional EUR 100 installation charge shall apply.
It is clarified that any refund after cancellation shall apply only to a product returned in proper condition, not defective, and in respect of which no water has passed through the system, in accordance with applicable law. No refund shall apply to:
- A consumable product whose packaging has been opened
- A service already provided for payment, including a technician visit, dismantling of the product, and/or installation
3. Cancellation of a Service Plan Commitment
A service plan entered into through the website may also be cancelled after the initial 14-day period. In such case, the following conditions shall apply:
a. The customer must notify the Company of the cancellation by written notice, by post, fax, or email.
b. The cancellation shall take effect within 3 business days from the date the notice is received by the Company. If the notice is sent by registered post, the cancellation shall take effect within 6 business days from the date of dispatch.
In any such cancellation case, the Company shall be entitled to retain the higher of the following amounts:
a. The full amount of the Company’s expenses in respect of repairs carried out on the product, where cancellation is made after the statutory warranty period.
b. The proportional part of the annual service fee for each month during which the agreement was in force, together with full payment for filters and accessories supplied up to the date of cancellation.
Any remaining balance actually paid for the service shall be refunded to the customer by cheque or by credit to the customer’s payment card.
4. Cancellation by the Company
The Company shall be entitled to cancel the order and/or its engagement with the User in any of the following cases, provided that notice of such cancellation, including the reasons for it, is given to the User within 10 days from the date on which the order was approved:
a. If a bona fide error occurred in one of the details published in the product listing, including the product price or product description, on the basis of which the order was placed.
b. If the User provided incorrect, inaccurate, and/or incomplete details.
5. Extended Cancellation Right
Senior citizens, persons with disabilities, and new immigrants shall be entitled to an extended cancellation right of up to 4 months, in accordance with applicable law.
