Return and Refund Policy
Last updated: May 20, 2026
This Return and Refund Policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through DIRECTLY, available at https://directly.co.il/.
The website is operated by:
NewAge Tech LTD
Company Reg. No.: 513604116
PO Box 4578
Rishon Lezion, Israel
ZIP Code 7514402
Phone: +972-3-9613002
Email: Info@directly.co.il
By placing an order through DIRECTLY, you acknowledge that you have read and understood this Return and Refund Policy.
Nothing in this Policy is intended to limit or exclude any mandatory rights you may have under applicable consumer protection laws.
1. General Policy
We want customers to receive products that match their order and arrive in proper condition.
Returns, exchanges, cancellations, and refunds are handled according to this Policy, our Terms and Conditions, any product-specific terms, and applicable law.
Because DIRECTLY may sell to customers worldwide, return and cancellation rights may vary depending on the customer’s location, the product type, the order type, and applicable local law.
Where mandatory consumer protection laws provide you with rights that are greater than those stated in this Policy, those mandatory legal rights will apply.
2. Order Cancellation Before Shipment
You may request to cancel an order before it has been shipped or processed for dispatch.
To request cancellation, contact us as soon as possible at:
Please include:
- Your full name;
- Order number;
- Email address used for the order;
- Reason for cancellation, if relevant.
If the order has not yet been shipped, processed, specially ordered, customized, or otherwise committed to a supplier, we may approve the cancellation and issue a refund.
If the order has already been shipped, processed, specially ordered, customized, or otherwise cannot be cancelled, the order may need to be handled as a return, subject to this Policy and applicable law.
3. Return Period
Unless a longer period is required by applicable law or confirmed by us in writing, customers may cancel the transaction and request a return within 14 days from the date the product is received, or from the date they receive the document containing the transaction details (the disclosure document), whichever is later, in accordance with the Israeli Consumer Protection Law.
For orders containing multiple products delivered separately, the return period may begin from the date the last product in the order is received, where required by applicable law.
If the cancellation is due to a change of mind (and not due to a defect or non-conformity), we may charge a cancellation fee of up to 5% of the transaction price or ILS 100, whichever is lower, in accordance with the Israeli Consumer Protection Law and its Cancellation of Transaction Regulations.
If the cancellation results from a defective product, a product different from the one ordered, or another breach on our part, no cancellation fee will be charged, and the cost of returning the product will be borne by us.
Following a lawful cancellation, we will refund the amount paid to the original means of payment within 14 days of receiving the cancellation notice, less any applicable cancellation fee and against the return of the product as required.
A customer who is a senior citizen (aged 65 or older), a person with a disability, or a new immigrant (oleh chadash) may cancel a distance-selling transaction within four months of the transaction, the receipt of the product, or the receipt of the disclosure document (whichever is later), provided that the transaction involved a conversation between the parties (including by phone, chat, or email).
4. Return Eligibility
To be eligible for return, unless otherwise required by applicable law, the product must generally be:
- Returned within the applicable return period;
- Unused;
- Undamaged;
- In its original condition;
- In its original packaging, where possible;
- Complete with all accessories, manuals, cables, parts, labels, warranty cards, and documentation;
- Accompanied by proof of purchase.
We may refuse a return or reduce the refund amount if the product is returned used, damaged, incomplete, missing parts, missing packaging, or not in resalable condition, unless the issue is due to a defect, incorrect product, shipping damage, or another matter for which we are responsible under applicable law.
5. Non-Returnable or Restricted Return Items
Certain products may not be eligible for return, cancellation, or refund, subject to applicable law.
These may include:
- Customized or special-order products;
- Products ordered specifically for a customer;
- Products that are not normally stocked;
- Opened software, licenses, activation keys, digital products, or downloadable products;
- Sealed products that were opened and cannot be returned for legal, safety, security, licensing, or hygiene reasons;
- Products damaged after delivery due to misuse, improper installation, unauthorized repair, negligence, or accident;
- Products missing serial numbers, labels, warranty stickers, or original identification markings;
- Products that cannot be returned to the supplier or manufacturer due to their condition;
- Clearance, final sale, or discontinued items, where clearly stated at the time of purchase and where permitted by law.
Nothing in this section limits your mandatory rights in relation to defective, damaged, incorrect, or non-conforming products.
6. How to Request a Return
To request a return, please contact us at:
Your return request should include:
- Full name;
- Order number;
- Product name or SKU;
- Date of purchase;
- Date of delivery;
- Reason for return;
- Photos or supporting documentation, if the product is damaged, defective, or incorrect.
We may provide return instructions, including the return address, packaging instructions, required documentation, and whether a return authorization is required.
Please do not send products back before receiving return instructions from us, as unauthorized returns may be delayed, refused, or returned to sender.
7. Return Shipping Costs
Unless otherwise required by applicable law or agreed by us in writing:
- If the return is due to a change of mind, incorrect product selection, or customer preference, the customer is responsible for return shipping costs.
- If the return is due to a product defect, incorrect product, or an error for which we are responsible, we will handle the return in accordance with applicable law and may cover reasonable return shipping costs.
For international returns, customers may also be responsible for customs fees, import charges, taxes, brokerage fees, or other charges related to the return shipment, unless otherwise required by law.
We recommend using a trackable shipping method and appropriate packaging. We are not responsible for returned items lost or damaged in transit, unless otherwise required by applicable law.
8. Inspection of Returned Products
Returned products may be inspected after receipt.
We may check whether the product:
- Matches the original order;
- Was returned within the applicable period;
- Is complete;
- Is unused and undamaged;
- Includes original accessories and documentation;
- Has not been altered, misused, or damaged after delivery.
If the return is approved, we will proceed with the applicable remedy, such as refund, replacement, exchange, repair, or store credit, depending on the circumstances and applicable law.
If the return is rejected, we may return the product to you or contact you regarding available options.
9. Refunds
Approved refunds will generally be issued to the original payment method, unless another method is required or agreed.
Refunds may include the product price paid. In a change-of-mind cancellation, shipping fees (outbound, and return where applicable) are not refunded. Taxes, customs duties, import taxes, handling fees, brokerage fees, payment processing fees, or other external charges already paid may also be non-refundable, unless otherwise required by applicable law or where the refund is due to our error.
Refund processing times may vary depending on the payment provider, credit card company, bank, or other payment service provider.
Once a refund is issued by us, it may take additional time for the amount to appear in your account.
10. Exchanges
Where available, we may offer an exchange for another product, replacement unit, or store credit.
Exchanges are subject to:
- Product availability;
- Price differences;
- Shipping costs;
- Product condition;
- Applicable law;
- Our approval.
If the replacement product costs more than the original product, you may be required to pay the difference. If it costs less, we may refund the difference or provide store credit, subject to applicable law and our written confirmation.
11. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible at:
Please include:
- Order number;
- Description of the issue;
- Clear photos or videos of the product, packaging, shipping label, and damage or defect;
- Any relevant serial number or product identification.
Depending on the issue and applicable law, we may offer one or more of the following remedies:
- Replacement;
- Repair;
- Refund;
- Exchange;
- Missing-part shipment;
- Supplier or manufacturer warranty process;
- Other remedy required by applicable law.
Please keep the product, packaging, accessories, and shipping materials until the issue is resolved, as they may be required for inspection, carrier claim, supplier claim, or warranty review.
12. Manufacturer Warranty
Some products may be covered by a manufacturer or supplier warranty.
Warranty terms may vary by product, manufacturer, supplier, region, and intended use.
Where a manufacturer warranty applies, warranty service may be provided directly by the manufacturer, supplier, authorized service center, or by us, depending on the product and circumstances.
Warranty coverage may not apply to:
- Misuse;
- Improper installation;
- Unauthorized repair;
- Physical damage;
- Liquid damage;
- Electrical damage;
- Modification;
- Normal wear and tear;
- Use outside manufacturer specifications;
- Damage caused by third-party products or services.
Nothing in this section limits mandatory legal rights that may apply to defective or non-conforming products.
13. Business Customers
DIRECTLY is primarily intended for business customers.
Business-to-business orders, bulk orders, special orders, customized orders, project-based orders, and quotation-based orders may be subject to additional or different cancellation, return, and refund terms, as stated in the relevant quotation, invoice, written agreement, or product-specific terms.
Where the customer is acting as a business and not as a consumer, certain consumer cancellation rights may not apply, depending on applicable law.
14. International Orders
For international orders, returns may be subject to additional practical and legal requirements, including:
- Customs declarations;
- Import/export restrictions;
- Return shipping documentation;
- Taxes and duties;
- Carrier limitations;
- Product restrictions;
- Supplier or manufacturer return conditions.
Customers are responsible for ensuring that returned products comply with applicable export and import laws.
We are not responsible for delays, seizure, customs charges, taxes, duties, or refusal of return shipments by customs authorities, unless caused by our error or unless otherwise required by applicable law.
15. Abuse of Return Policy
We reserve the right to refuse, limit, or investigate return requests where we reasonably suspect abuse, fraud, excessive returns, product tampering, false claims, or violation of this Policy.
This does not limit any mandatory rights you may have under applicable law.
16. Relationship With Terms and Conditions
This Return and Refund Policy should be read together with our Terms and Conditions and Privacy Policy.
If there is a conflict between this Policy and mandatory consumer protection law, the mandatory legal provision will prevail.
If there is a conflict between this Policy and a written quotation, invoice, or written agreement issued by NewAge Tech LTD, the specific written terms may apply to that order, subject to applicable law.
17. Cancellation Notice
In a distance-selling transaction, you may cancel the transaction within 14 days of receiving the product, or of receiving the document containing the transaction details (the disclosure document), whichever is later. Customers belonging to certain groups — a senior citizen (aged 65 or older), a person with a disability, or a new immigrant (oleh chadash) — may cancel within four months, under the conditions set out in law.
You can send your cancellation notice using the Return / Cancellation request form at the bottom of this page, or by email to Info@directly.co.il. Please include: your full name, order number, the email address used for the order, and the reason for cancellation.
The terms for cancellation fees, refunds and shipping costs are set out in sections 3, 7 and 9 above. In a change-of-mind cancellation, shipping fees are not refunded and returning the product is the customer’s responsibility and at their expense; if the cancellation is due to a defect or non-conformity on our part, no cancellation fee is charged and the return is at our expense.
18. Contact Us
For return, exchange, cancellation, or refund requests, please contact:
NewAge Tech LTD
Company Reg. No.: 513604116
PO Box 4578
Rishon Lezion, Israel
ZIP Code 7514402
Phone: +972-3-9613002
Email: Info@directly.co.il
Return / Cancellation Request Form
To submit a return request or a cancellation notice, please fill in the form below. You will receive an email acknowledgement, and our team will get back to you shortly.