Return and Refund Policy

Cancellation, Return, and Exchange Policy - Chicy Boutique

If you received a defective product (a product that arrived damaged, not one damaged by use)
You can exchange it for a functional product or return it and cancel the purchase in a few simple steps. In some cases, we can solve the problem without needing the product to be returned. To help us address the issue, we will ask you to provide photos illustrating the defects and a description of the problem.

If the cancellation reason is not a defect
A cancellation fee of 5% of the transaction value or 100 NIS, whichever is lower, will be charged. Additionally, for credit card transactions, an extra cancellation fee from the credit card company may apply.

As stated in the full law in the attached link

To avoid any inconvenience, please ensure the product was not damaged from use, and no type of use was made. Returning the product in its original packaging indicates no use was made (subject to our review).

When returning the product, please make sure it is returned complete with all accessories that came with it.

The refund will be processed after the product is checked, no later than 7 business days from the day the product arrives at the shipping facility or our offices.

Returns are only allowed via registered mail with a tracking number, through an Israel Post branch.

You can cancel a transaction for any reason within 14 days from the receipt of the product. If you wish to cancel a product after it has been shipped, you must wait for its receipt and send it back to the supplier's warehouse abroad or directly to our offices in Israel, in coordination with our customer service via WhatsApp or email (you must contact us to coordinate the return).

The costs of shipping the products to the website's shipping center will be borne by the purchaser.

For products returned as mentioned, a full refund will be given, minus shipping costs. If there are additional costs, such as credit card cancellation fees, these will be deducted from the refund amount available to the customer. The refund will be credited to the credit card used for the purchase.

Despite the above, products indicated on the website as non-returnable cannot be returned. These include, for example, customized products and products with special shipments.

A full refund will be issued once the customer returns the product to the factory abroad.

In any case of inconsistency between the website's policy and the Consumer Protection Law, the provisions of the law shall prevail over the site's policy.

Product return policies vary by product, depending on the variety of partners and suppliers.

It is the responsibility of the orderer to immediately notify, within no more than 5 business days, of receiving a defective product or one that does not match the order.

The company will manage the communication with partners on behalf of the user and act according to their policies, but it is not responsible for any monetary refunds or compensation to the purchaser.

In case of a product return, it is the responsibility of the product orderer to return the product to the destination address from which it was shipped and to bear the shipping costs or any additional costs required for the return.

In credit card transactions (as opposed to a "PayPal" transaction) – in addition to the legally stipulated cancellation fees, an additional 'transaction cancellation fee' charged by the credit card company 'Isracard' will be collected.

We have a 14-day return policy. What does that mean?
You have 14 days from the moment you receive the product to request a return.

What do you need to get a refund?
The product must be in new condition, in its original packaging, and unused. The tags should be attached as you received them.
You will need to keep the receipt/invoice or any other proof of purchase.
Additionally, the tags attached to the postal item must also be sent.

How to start the return process?
Send us an email to: [REDACTED_EMAIL_ADDRESS_1]. Please note! You will need to send the package to the address we provide in the email.

We received and approved the return, now what?
We will send you a shipping label and instructions on how to send the package. Note - we will not accept returns you did not request in advance.

Have questions about returns? You can always email us: roeea2@gmail.com.

Damages and issues: When you receive the package, check that everything is okay. If the product is defective, the wrong product was delivered, or any other problem – contact us immediately so we can solve it.

What can’t be returned?
Some products cannot be returned, such as:
Perishable products (food, flowers, plants)
Custom-made products (special orders or items designed especially for you)
Personal care products (cosmetics, etc.)
Hazardous materials, flammable liquids, or gases
If you're unsure about a specific product, just ask us.

Note - products purchased on sale or gift cards (Gift Cards) cannot be returned.

EU customers – The 14-day law: Regardless of what is written above, if you live in the EU, you have the right to cancel or return your order within 14 days without giving a reason. Of course, the same rules apply – the product must be in new condition with its packaging and tags and unused. You will also need to keep the receipt or any other proof of purchase.

Refunds: After we receive and check the return, we will notify you if we approved it. If yes, you will receive a refund directly to your credit card or original payment method within 10 business days. Keep in mind that sometimes banks and credit card companies take additional time to process the refund. If more than 15 business days have passed since we approved the return, please contact us at roeea2@gmail.com].

Consumer Protection Law allows a customer of a remote sale transaction to cancel the transaction within 14 days from the day of receiving the product, or from the date of receiving the transaction details – whichever is later. The cancellation fee will be 5% of the transaction amount or 100 ILS, whichever is lower.

Protection of your purchase from the time of order to product shipment:

If a request for cancellation is made, and the product has not yet been shipped, the company will issue a refund, including the cancellation fee.

If the product has already been shipped, the customer will need to wait until the product arrives and return it according to the product return policy.

Often the product is shipped, but the tracking number has not yet been updated in the system. Therefore, the fact that the tracking number has not been updated should not be taken as evidence that the product has not been shipped.