Refund and Returns Policy

Refund and Return Policy:

Last Updated: November 28th, 2025

By using our website and making a purchase, you agree to be bound by the following Terms and Conditions. Please review them carefully before making a purchase.

Cancellation Policy:

1. Customers may request to cancel their order within 48 hours of placing the order and before production started. If the cancellation request is approved, the customer will receive a full refund, minus a cancellation fee and any applicable credit card fees, in accordance with law in the state of Israel.
2. After 48 hours and before receiving the product by the customer a processing fee of 10% of the order amount will be charged. The business will refund the customer the amount paid for the transaction, minus the processing fee and credit card fees, in accordance with the law in Israel.

3. Right to Cancel: In accordance with Israeli Consumer Protection Law, (Cancellation of a transaction in accordance with the Consumer Protection Regulations (“Cancellation of a Transaction), 2010, and the Consumer Protection Law, 1981.”)  you have the right to cancel your order within 14 days of receiving the product, however

 

4. Exemptions to Right of Cancellation: Under Israeli Consumer Protection Law, custom-made products are exempt from the right of withdrawal. Therefore, once production begins, orders cannot be cancelled or refunded.

Conditions for Refunds and Returns: 

5. Refunds and returns are accepted under the following conditions:

• If the product is defective or damaged upon arrival.
• If the wrong item was shipped.
• If the item is not as described.
• Returns are accepted within 7 days from the date of delivery.
• For any issues not listed, contact us with an explanation and photos. See contact information below.

6. Refund or return requests due to improper installation or handling:

• Refunds or returns will not be accepted if the product is damaged due to improper installation, use, or handling by the customer or a third party (e.g., hired electrician).
• Customers are advised to follow the installation and usage instructions provided with the product. For further guidance, contact our customer service team.

Shipping Cost Responsibility: 

7. If the item is defective, damaged upon arrival, or if the wrong item was shipped, we will cover the return shipping costs. In all other cases, the customer must bear the shipping costs for returns.

Additional Clarifications on Return Shipping Costs:

1. If a product is returned due to damages caused by customer or third-party handling errors, the customer will bear all return shipping costs.
2. We are not liable for compensation or refunds for costs incurred due to improper installation (e.g., electrician fees).

Return Address: 

10. Before returning any item, please contact us to obtain the return addressand detailed instructions. Returns sent without prior authorization will not be accepted. See contact information below.

Steps and Processing Time: 

11. Steps customers need to take for a return:

• Contact customer service with your order number and reason for return. See contact information below.
• Provide photos or videos as evidence if applicable.
• Ensure all packaging materials, invoices, and the product are returned in their original condition.
• Send the item back to the provided return address and share the tracking number with us.
• Mark the return shipments as “Returned item” or “Return to Sender”.
• We will process your return request within 48 hours of receiving your request.
• Once we receive your returned item, we will inspect it and process your refund or replacement request within 5 business days.

Refund Crediting Time: 

12. Refunds will be credited to your original payment method within 7-10 business days after the return has been processed and confirmed. Please note that the actual time for the refund to appear in your account may vary depending on your bank’s processing time and/or credit card company. Depending on financial institute, the funds may take an additional 2-5 business days to appear in your account.

Shipping Fee Deduction: 

13. Shipping fees incurred at the time of purchase will be deducted from the refund amount, regardless of whether it was free shipping or paid shipping. If any additional shipping fees were incurred, they will not be refunded.

Additional Non-Returnable Items: 

14. The following items are not eligible for return:

• Items that have already been assembled

Defective, Damaged, Mis-shipped, Lost Items: 

15. You are eligible for a partial/full refund or exchange if we shipped you a defective, damaged, or mis-shipped item. For lost items, we will reship if it’s in stock, otherwise, you will get a refund. – If you believe your item was damaged during shipping, you must obtain “Proof of Damage” documentation from your delivery carrier, which should be included in your returned package. We do not accept claims or refunds for damages resulting from incorrect installation or misuse of the product by the customer or third-party contractors.

Returning the Defective Item: 

16. Please contact us before returning a defective item to receive the return shipping address and other instructions. We will not be responsible for returned item(s) without prior notification.

Additional Points to Keep in Mind:

17. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request.
18. After mailing back the product, please send us the tracking number and a copy of the shipping receipt.
19. Refunds will be arranged to the same payment method you used to place this order. All intermediary handling fees and bank processing fees will be at the customer’s expense.
20. You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request.
21. We can arrange a refund or a replacement of the product after receiving the defective item. 
22. Please place a note inside the return package by including the following details: – Your order number. – The product ID or name and the quantity. – A brief description of the problem with the product.
23. If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.

 

Amendments to Terms:

24. We reserve the right to amend these Terms and Conditions at any time. Changes will be posted on our website, and it is your responsibility to review them regularly.

Contact Information:

Name of business: Rami Zarchi – Art Glass Lighting

Address: 16A Heiman Israel St., Ness-Ziona 7405034, Israel

Email: ramizar@gmail.com

Phone number: +972-54-6771620 (Available on WhatsApp and Viber, Israel time zone)

See also: Web site “Contact Us”