Refund & Cancellation Policy

Scope

This policy applies to jewelry purchases on tzurgems.com. Purchases made in the physical shop are subject to the shop's policy and applicable rules. Cancellations and refunds are handled under applicable law.

Giving cancellation notice

For clear documentation and efficient handling, we recommend emailing tzurgems@gmail.com with your full name, identity number and order or invoice number. Cancellation notice may also be given by telephone at 0543953850, in person at 80 HaDekalim Street, Pardes Hanna, Israel, by registered mail to that address, or through the online cancellation link. Email is not a condition for a valid notice given by another legally permitted method.

Cancelling a purchase of existing jewelry

Cancellation notice may be given from the transaction date until 14 days after receipt of the jewelry or the legally required transaction information document, whichever is later. For cancellation due to a change of mind, the store may deduct a cancellation fee of 5% of the transaction price or NIS 100, whichever is lower.
These rules also apply to diamond and gemstone jewelry, without a NIS 3,000 price ceiling for website purchases.
A person with a disability, a senior citizen or a new immigrant, as defined by Israeli law, has a four-month cancellation period where the statutory conditions are met, including a conversation with a store representative during the transaction, also by electronic communication. The period is calculated using the dates specified by law.

Returning jewelry

For a change-of-mind cancellation, the customer returns the jewelry to the store at their expense. We recommend contacting us by email beforehand for packing and shipping guidance. This coordination helps with safe return and is not a condition for giving cancellation notice.
Pack the jewelry protectively and return all supplied accessories and original documents, including a gemological report and warranty document where supplied. We recommend a tracked service with coverage suitable for the jewelry's value and keeping delivery confirmation.
Avoid using the jewelry after deciding to cancel. Do not alter, repair, engrave, resize or have another party treat it before return. Damage, changes, missing items or significant deterioration will be documented and addressed under applicable law, including a claim for proven damage where legally available.

Inspection before refund

On receipt and before processing the refund, we will professionally inspect the jewelry's identity, condition, markings and setting, and compare the stones and documents with the specification and our records.
Inspection may include measurements, gemological characteristics, report numbers or laser inscriptions where present and accessible. Further gemological testing may be carried out when needed. Inspections will be performed promptly within the statutory cancellation and refund timeframes.
Any damage, change, missing item or suspected stone substitution will be documented and details provided to the customer. The store reserves the right to seek compensation for proven damage and take appropriate action under applicable law.

Bespoke and personalized jewelry

Jewelry made especially for a customer following the transaction is subject to the statutory exception to change-of-mind cancellation where its legal conditions are met.
Personalized work may include a unique design and manufacture, personal engraving, a name or dedication, structural or design changes, manufacture to special measurements and a stone arrangement specified especially for the customer. The personal work will be approved and recorded in the order before it begins.
Classification depends on the work actually ordered and performed. Choosing a standard option offered to all customers does not by itself justify classifying every order as personalized. A cancellation request will be assessed according to the order, stage of work and applicable law.

Defects or nonconformity

Please promptly email tzurgems@gmail.com with details of any defect, missing item or nonconformity. For efficient investigation, we recommend including the order number and clear photographs of the jewelry and packaging, and keeping the packaging until instructions are provided. Do not repair or alter the jewelry before documenting the problem and coordinating its handling.
For a lawful cancellation due to a defect, nonconformity, failure to deliver at the agreed time or another breach by the store, no cancellation fee is charged. Return arrangements and costs are determined by the reason for cancellation and applicable law.

Refund processing

Refunds are made to the original payment method. For a lawful distance-sale cancellation, the store will carry out the refund and charge-cancellation actions required of it within 14 days after receipt of cancellation notice, less any permitted cancellation fee. Inspection will be scheduled within this period. The date the credit appears in the customer's account or card statement also depends on the payment provider's, card issuer's or bank's processing times and the customer's billing cycle, and may be later than the store's refund date.
No inspection or handling fee is charged automatically. Any claim for damage or missing items will be assessed and documented separately under applicable law.