Cancellation of a transaction under the Consumer Protection RegulationsWhen you may cancel, how to give notice, and how much money you get back
The law grants the consumer the right to cancel a transaction made remotely or at the place of business, as a rule within 14 days. Here you will find the conditions, the deadlines, the cancellation fee, the refund of consideration and the list of exceptions · alongside a link to the full official text of the Regulations on Nevo.
AI summary · cancelling a transaction under the RegulationsClick to read the page summary
The Consumer Protection Regulations (Cancellation of Transaction), 5771-2010 let a consumer cancel a transaction · as a rule within 14 days of the transaction or receipt of the goods, depending on the type of transaction. Cancellation is given in writing, and the business may charge a cancellation fee of up to 5% or NIS 100, whichever is lower. The consideration is refunded by the same means of payment no later than seven business days. Some transactions are excluded from the right of cancellation (assembled furniture, made-to-measure goods, food, medicines, underwear and more). The information here is general only · the binding text is the one published in the Official Gazette and appearing on Nevo.
- 14 days · the basic cancellation window from the transaction or receipt of the goods.
- In writing · a cancellation notice with the transaction details, name and ID number.
- Cancellation fee · up to 5% of the price or NIS 100, whichever is lower.
- Refund · up to 7 business days, by the same means of payment.
- Returning goods · undamaged · original packaging = sufficient evidence.
- Exceptions · there are transactions to which the right of cancellation does not apply.
In brief
The Consumer Protection Regulations (Cancellation of Transaction), 5771-2010 · together with the Consumer Protection Law, 5741-1981 · grant the consumer the right to cancel a transaction made remotely or at the place of business. In most cases you can cancel within 14 days, provided the goods were not damaged and not used. Cancellation is given in writing, and the business refunds the consideration less the permitted cancellation fee.
- When · as a rule 14 days from the transaction or receipt of the goods (for some services · a shorter deadline).
- How · written notice with the transaction details, the consumer's name and ID number.
- Cancellation fee · up to 5% of the transaction price or NIS 100 · whichever is lower.
- Refund · by the same means of payment, no later than 7 business days.
The cancellation-window calculator
Select the type of transaction and enter the date · the tool will show by when you can cancel, how much cancellation fee may be charged and when the money comes back. General estimate only, based on the text of the Regulations · it is not legal advice.
When the right of cancellation arises
To cancel a transaction under the Regulations, a combination of conditions must be met · relating to the deadline, the state of the goods and the manner of notice. These are the main conditions, as they emerge from the Regulations.
Within the cancellation window
The transaction was made remotely or at the place of business, and cancellation was made within the set deadline · as a rule 14 days from the transaction or receipt of the goods, and for some services a number of days before the service begins.
The goods were not damaged
Cancellation of a purchase of goods is conditional on the consumer returning them to the business, undamaged and unused. Returning them in the original packaging is sufficient evidence that they were not used.
Written notice with proof
Cancellation is given to the business in writing, and the consumer presents an invoice, till receipt, exchange slip or other proof of the transaction itself, its date, the amount paid and the means of payment.
How to cancel a transaction · 5 steps
The process is simple, but it is important to meet the deadline and keep proof. Here is how to do it right, in accordance with the Regulations.
Check the deadline
Make sure you are within the cancellation window · as a rule 14 days from the transaction or receipt of the goods, and for some services earlier.
Prepare proof
Gather an invoice, till receipt, exchange slip or other proof of the transaction date, the amount and the means of payment.
Give notice in writing
Give the business written notice of cancellation, including the transaction details, the consumer's name and ID number.
Return the goods
Return the goods undamaged and unused · returning them in the original packaging is sufficient evidence.
Receive a refund
The business will refund the consideration less a cancellation fee (up to 5% or NIS 100) no later than 7 business days.
Refund of consideration and cancellation fees
After a lawful cancellation, the business refunds the consideration · but may deduct a limited cancellation fee. These are the main rules.
When they refund
The refund will be made on the date the transaction is cancelled or on the nearest date to it, and no later than seven business days · and by the same means used for the payment.
According to the means of payment
Paid in cash · refunded in cash or by cashier's cheque. Paid by credit card · the business will cancel the charge or instruct the credit card company to credit the card.
How much cancellation fee
Up to 5% of the price of the goods or the value of the service, or NIS 100 · whichever is lower. In a credit transaction · a proven clearing fee for the cancelled transaction may be added.
When there is no right of cancellation
Regulation 6 excludes certain transactions from the right of cancellation. If the transaction is among these · the right of cancellation under the Regulations does not apply to it. These are the main exceptions.
Made to measure or assembled
Furniture assembled at the consumer's home, and goods produced specially for the consumer to measure or to special requirements.
Food, medicines and health
Food products, medicines and dietary supplements, perishable goods, as well as underwear including swimwear.
Information and unique products
Computer information, goods that can be recorded or copied whose packaging has been opened, jewellery costing more than NIS 3,000 (except watches) and more · as well as goods requested for supply later than 6 months.
The text of the Regulations · as published
The binding version of these Regulations is the original Hebrew text of the Consumer Protection Regulations (Cancellation of Transaction), 5771-2010, as published in the Official Gazette and available on the Nevo legal database · current to the 18/09/2023 version. This page reproduces only an unofficial English explanation for guidance; the summaries above and throughout this page do not replace the binding Hebrew text.
For the full, authoritative wording of every regulation · including the definitions, the cancellation deadlines by type of transaction (regulation 2), the refund of consideration (regulations 3-4), the cancellation fee (regulation 5), the limits on the right of cancellation (regulation 6) and the Schedule listing items 1 to 23 · please refer to the original Hebrew text on Nevo. The plain-language explanations on this page are an unofficial guide only and are not a substitute for that binding text.
Questions and answers · cancelling a transaction
How long do I have to cancel a transaction?
As a rule, up to 14 days from the date the transaction was made or from receipt of the goods, depending on the type of transaction. For some services the deadline is shorter · for example a service with a fixed start date, where you must cancel a number of days before it begins. Check the relevant item in the Schedule to the Regulations.
How do I notify the business of a cancellation?
You give written notice of cancellation · among other ways by registered mail, fax or electronic message. The notice should include the transaction details, the consumer's name and ID number.
How much cancellation fee may be charged?
Under regulation 5, the business may charge a cancellation fee of 5% of the price of the goods or the value of the service, or NIS 100 · whichever is lower. If payment was by credit card and the business proves it was charged a clearing fee for the cancelled transaction, it may also charge that amount.
How long until I get a refund?
Under regulation 4, the refund of consideration will be made on the date the transaction is cancelled or close to it, and no later than seven business days, by the same means used for the payment.
Which transactions are not covered by the right of cancellation?
Regulation 6 sets out a list of exceptions, including furniture assembled at the consumer's home, goods produced specially to measure, food products, medicines and dietary supplements, perishable goods, underwear and swimwear, computer information, and goods ordered for supply later than 6 months · among others.
Must the product be returned in the original packaging?
The condition is that the goods were not damaged and not used. Returning the goods in the original packaging is sufficient evidence that they were not used, but there is no absolute requirement that the packaging be sealed in every case.
What is the difference from a goodwill return?
The Regulations grant a statutory right of cancellation, on the conditions and within the deadlines they set. Beyond that, a business may offer its own more generous returns policy · but that does not detract from the consumer's rights under the Regulations.
How is this relevant to freelancers and businesses?
Anyone who sells goods or a service to a consumer is considered a "business" for the purposes of the Regulations, and is subject to the refund and cancellation-fee obligations. Knowing the rules helps you both as a customer and as a service provider · to act correctly and avoid disputes.
In summary
The Consumer Protection Regulations (Cancellation of Transaction), 5771-2010 give the consumer a clear tool for withdrawing from a transaction · as a rule within 14 days, by written notice, provided the goods were not damaged. The business refunds the consideration less a limited cancellation fee (up to 5% or NIS 100), no later than 7 business days. It is also important to know the exceptions · and always to check the binding text on Nevo. Knowing the rules serves you both as a customer and as a business.
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