Returns & Cancellation Policy

This English translation is provided for convenience only. The binding version of this document is the Hebrew original.

We believe a purchase process should be transparent - and that includes the way out. This page summarizes your cancellation rights under the Israeli Consumer Protection Law, 5741-1981, as they apply to purchases on our website - mainly Netgate networking equipment and the manufacturer's support subscriptions.

Cancelling a transaction made on the website

A purchase on the website is a remote-sale transaction. It may be cancelled within 14 days of the day you receive the product, or of the day you receive the transaction details document - whichever is later. A cancellation notice can be given by phone at 1-700-722-111, via the contact form, or in writing to the details at the bottom of this page.

A senior citizen, a person with a disability or a new immigrant may cancel within 4 months, provided the transaction included a personal conversation with us - by phone or by messages.

Cancellation fees

For a change-of-mind cancellation, a cancellation fee of 5% of the transaction price or 100 NIS, the lower, is charged. This is the cap set by law, and we do not charge beyond it.

If the cancellation is due to a defect in the product, a mismatch with what was agreed, or a delay in delivery - no cancellation fee is charged at all.

Refund

The refund will be made within 14 days of the day the cancellation notice is received, using the same means of payment used for the transaction. A payment made in cash will be refunded by bank transfer. If only part of the price was paid - the part that was paid will be refunded.

Returning the product

For a change-of-mind cancellation, returning the product to us is the customer's responsibility and at the customer's expense. For a cancellation due to a defect or a mismatch - we will arrange collection at our expense.

You may open the packaging and examine the product; reasonable examination does not forfeit the right to cancel.

What cannot be cancelled

• Special orders: A product that was ordered, imported or assembled especially for you - for example a model in a special configuration not held in stock - cannot be cancelled under the law.
• Opened software: A product that can be copied or duplicated, whose original packaging has been opened, cannot be cancelled.
• Manufacturer support subscriptions: A subscription (such as Netgate TAC) is registered to the device with the manufacturer. It may be cancelled within 14 days of the transaction date, as long as the subscription has not yet been registered and activated. After registration it cannot be cancelled - which is why we coordinate the registration date with you in advance.

Business purchases

The provisions of the law above apply to a consumer transaction as defined by law. For a business purchase that is not one, the cancellation terms are those agreed in the quote or the agreement - and where nothing else was agreed, we act in the spirit of the same rules.

Help and questions

Unsure before ordering, or need to cancel? Talk to us - preferably before, but after works too.