Refund policy
6. Cancellations and Refunds
6.1 According to the Consumer Protection Law, 5741-1981 (hereinafter – the “Law”), the Customer is entitled to cancel the transaction within 14 days from the date of receipt of the product without stating a reason.
6.2 The Customer must notify of cancellation of the transaction by email to the Customer Service of the Yad Vashem Book Sales Department at yadvashem.store@yadvashem.org.il.
6.3 After receiving the cancellation notice and returning the Product in its original packaging, then, provided the Product has not been used, Yad Vashem will refund the payment amount within 14 days, less the delivery cost charged to the Customer at the time of placing the order.
6.4 If the product returned to Yad Vashem is damaged, has been used or is not in brand new condition, Yad Vashem may reduce the refund amount or not accept the return of the product at all.
6.5 Shipping and handling fees may be charged for the return of the Products in accordance with the law and the policy of Yad Vashem Online Store.
6.6 Notwithstanding any other provision herein, where a Product is returned due to the customer's fault, as determined by Yad Vashem, the customer shall bear all additional costs incurred, including shipping fees and customs clearance fees.
6.7 Any refund will be transferred solely to the credit card with which the purchase was paid, minus shipping charges (if charged) and cancellation fees in accordance with the Law and in accordance with the credit card company's schedules.
6.8 Notwithstanding the aforesaid, and in accordance with the Law, a person with a disability, a senior citizen or an oleh hadash may cancel a transaction, within four months from the date it was made, from the date of receipt of the product or from the date of receipt of the document detailing the transaction, whichever is later, provided that the engagement in the transaction includes a conversation between the Yad Vashem store and the customer as aforesaid (including a conversation by means of electronic communication). The Yad Vashem store will be entitled to request from the aforementioned user a certificate, as specified in the Law, which proves that he is a person with a disability, a senior citizen or oleh hadash, as the case may be.
6.9 A consumer's right to cancel a transaction does not detract from Yad Vashem's right to sue for damages in the event of the return of products whose value has depreciated as a result of a significant deterioration in their condition while in the consumer's possession, including in the case of the return of a product that has been used, whose packaging has been opened or damaged, that has been impaired, spoiled and/or otherwise affected in any way. The customer is also requested, in order to avoid causing damage to the product, to refrain from using the product and to return it without any defect and/or spoilage of any kind.
6.10 The User will inspect the Product immediately upon receipt and notify Yad Vashem if the Product received is defective or substantially different from what appears on the Website or if it was supplied in error and is different from the Product ordered. In each of these cases, the User will be entitled to cancel the transaction without cancellation fees, and to return the Product to Yad Vashem in the manner prescribed above. In such a case, Yad Vashem will refund, within 14 days of receiving the Product, that portion of the transaction price paid by the consumer for the product (or part thereof, as the case may be), cancel the charge due to the transaction, provide a copy of the cancellation notice and will not charge the consumer any cancellation fees. Alternatively, the User will be entitled to request the replacement of the product. In the event that the product is replaced at the customer's request, Yad Vashem will send a replacement product to the user, provided that the product is in stock, at Yad Vashem's expense, in the same shipping method that the customer chose to receive the product in the first place in the original order.