Returns and Cancellation Policy - OOMAME
Last Updated: April 2026
1. General
At OOMAME, we make every effort to ensure you are satisfied with your purchase, the products you received, and the entire experience.
However, we understand that sometimes it is necessary to cancel a transaction, return a product, or contact us due to a defective product, a wrong product, or a discrepancy.
This Returns and Cancellation Policy is subject to the provisions of the Consumer Protection Law, 5741-1981, Consumer Protection Regulations, and all relevant laws.
The policy is written in the masculine form for convenience only, but applies to all genders equally.
2. Transaction Cancellation
A transaction can be canceled in accordance with legal provisions and subject to the type of product purchased, its condition, the date of receipt, and whether there is a legal restriction on its return.
Generally, for distance selling transactions, a transaction can be canceled within 14 days from the date of receipt of the product or the date of receipt of the transaction details document, whichever is later, and all subject to legal provisions and exceptions stipulated therein.
To cancel a transaction, please contact us using the contact details provided at the end of this policy and include the order number, customer name, contact details, and reason for inquiry.
3. Transaction Cancellation by a Senior Citizen, New Immigrant, or Person with Disabilities
In accordance with legal provisions, a senior citizen, new immigrant, or person with disabilities may be entitled to cancel a distance selling transaction within a longer period, up to 4 months, subject to the conditions stipulated by law, including presenting a suitable certificate and if the transaction involved a conversation, including a conversation through digital communication means.
In such a case, please contact customer service and attach the relevant details and documents, and we will review the request in accordance with legal provisions.
4. Product Return Conditions
For us to accept a product back, it must be in its original condition, in its original packaging, complete, sealed, unopened, unused, and its re-saleability must not have been compromised.
Non-food products, such as kitchenware and accessories, can be returned as long as this is permitted by law, and provided they meet the return conditions detailed above.
Products that have been opened, used, whose packaging has been damaged, or which cannot be resold for reasons of health, hygiene, food safety, or product integrity, may not be eligible for return or refund, subject to legal provisions.
5. Products that Cannot be Returned or Canceled
In accordance with legal provisions, there may be products that cannot be returned or for which a transaction cannot be canceled, including:
- Food or beverage products that have been opened, used, or whose packaging has been damaged
- Perishable goods
- Products with short shelf life
- Products requiring special storage conditions
- Products manufactured or customized specifically for the customer
- Products that cannot be returned due to health, hygiene, or food safety reasons
- Alcoholic beverages that have been opened or whose packaging has been damaged
- Any other product whose return is restricted by law
In case of doubt, it is recommended to contact us before opening or using the product.
6. Defective Product, Wrong Product or Discrepancy
If you received a defective product, a wrong product, a missing product from your order, or a product that does not match the order details, please contact us as soon as possible and include:
- Order number
- Description of the problem
- Photos of the product, packaging, and product label, if relevant
- Contact details for return
After reviewing the inquiry, and if justified, the company will act in accordance with legal provisions and offer an appropriate solution, including replacement, credit, refund, or completion of a missing product.
In case of a product defect, discrepancy, or error on the part of the company, no cancellation fees will be charged, and the company will bear the cost of collection or return shipping, if required.
7. Cancellation Fees
In case of transaction cancellation not due to a defect, discrepancy, non-delivery, or other breach by the company, the company may charge cancellation fees in accordance with the law.
Cancellation fees, if charged, will be up to 5% of the transaction price or 100 NIS - whichever is lower, and all subject to legal provisions.
In case of cancellation due to a product defect, discrepancy between the product and the order, non-delivery, or breach by the company, no cancellation fees will be charged.
8. Shipping Costs for Returns
In case of transaction cancellation due to regret or a reason not arising from a defect, discrepancy, or error on the part of the company, the cost of returning the product will be borne by the customer.
The product can be returned independently to the address provided by customer service, or collection can be arranged via a courier, if this option is available, at a cost to be communicated to the customer in advance.
In case of a defective product, wrong product, or shipping error on the part of the company, the company will bear the cost of collection or return shipping, if required.
It should be clarified that the business address is Hashfela 4, Tel Aviv, but this is only an operational warehouse, with no public reception and no independent returns without prior coordination.
9. How to Receive a Refund
A refund, if approved, will be processed to the payment method used for the original transaction, subject to the policy of the credit card company or payment provider.
A refund will be processed within 7 business days from the date of approval of the cancellation or return by the company, and subject to the product actually being returned, if required, and found to meet the return conditions.
Delays may occur due to the schedules of the credit card company, PayPlus, or the payment provider, which are beyond the company's control.
Shipping fees paid as part of the order may not be refunded in case of cancellation due to regret, subject to legal provisions and the circumstances of the case.
10. How to Initiate a Cancellation or Return?
To initiate a cancellation, return, exchange, or inquiry regarding a product, please contact us using one of the following contact methods:
Email: info@oomame.co.il
Phone: 03-5034003
Customer service operating hours: Sunday-Thursday, between 11:00-18:00.
No service on Fridays, Saturdays, holiday eves, and holidays, unless otherwise stated on the website.
Please include in your inquiry:
- Order number
- Full name
- Phone and email
- Reason for inquiry
- Relevant photos or documentation, in case of a defective product, wrong product, or discrepancy
A service representative will get back to you and guide you through the rest of the process.
