RESONANCE (the "Brand," "we," "us") is committed to a fair and transparent service experience. This policy governs order cancellations, product returns, and exchanges, and is drafted in accordance with the Israeli Consumer Protection Law, 5741-1981 (the "Law"). Nothing in this policy derogates from any rights granted to you under applicable law.

1. Cancelling an Order Before Dispatch

You may cancel your order free of charge (no cancellation or shipping fees) as long as your cancellation notice reaches us before the order is packed and handed to the shipping carrier. Once the package has been handed to the courier, a cancellation request will be handled as a return in accordance with Section 2 below.

2. Returns and Cancellations After Delivery

2.1. You are entitled to cancel the transaction within 14 days from the date you received the product, or from the date you received the transaction summary document, whichever is later.

2.2. Return condition: The product must be returned unused, unwashed, undamaged, and with all original manufacturer tags attached. We recommend returning the item in its original packaging where possible.

2.3. Cancellation fee: For cancellations not resulting from a defect or non-conformity, we may charge a cancellation fee of 5% of the product's price or 100 NIS, whichever is lower, as permitted under the Law. This amount will be deducted from your refund. In addition, if the transaction was paid by credit card and we were charged a clearing (processing) fee for the cancelled transaction, we may also charge you this fee, subject to providing proof that it was in fact charged to us, as permitted by law.

2.4. Return shipping: The cost and responsibility of returning the product to us are borne by the customer, unless the return results from a defect, transit damage, or non-conformity with your order (see Section 5).

2.5. Refused or unclaimed deliveries: If you refuse the delivery or do not collect the package from the pickup point within the allotted time, and the package is returned to us, the return shipping costs incurred will be deducted from your refund.

3. Exchanges

3.1. We allow exchanging a product for another product (including size exchanges), subject to inventory availability, within 14 days of receiving your order.

3.2. Items sent back for exchange must meet the return conditions in Section 2.2.

3.3. Shipping costs for the exchange process (returning the original item and dispatching the replacement) are borne by the customer, except in cases of defect or non-conformity.

4. Refunds

4.1. Refunds are issued to the original payment method within 14 days from the date we receive your cancellation notice, in accordance with the Law. You are required to return the product to us (at our address or as coordinated with us) as a condition of the cancellation.

4.2. The time until the funds appear in your account depends on your payment provider: PayPal refunds typically complete within about 48 hours, while credit card refunds may take 7–14 business days, subject to the procedures of the credit card companies and banks.

5. Defects, Transit Damage, or Non-Conformity

5.1. If you receive a defective product, a product damaged in transit, or a product that does not match your order, please contact us as soon as possible after receiving the shipment, and attach clear photos of the item. Prompt reporting helps us resolve the issue quickly.

5.2. Damaged shipping packaging: If the outer packaging arrives damaged, please photograph the outer packaging and shipping label before opening, and keep all packaging materials. This documentation helps us process a damage claim with the shipping carrier.

5.3. In the event of a verified defect, transit damage, or non-conformity, the Brand will bear all shipping costs for the return and/or replacement of the product, and no cancellation fee will be charged. You will be entitled to a full refund.

6. Non-Returnable Items

In accordance with the Law, the right of cancellation does not apply to products manufactured or personalized specifically for the customer.

7. How to Initiate a Return or Exchange

To start a return or exchange, please email our Customer Service at contact@resonance-store.com with your order number and the details of your request. Alternatively, you may use the transaction cancellation link on our website. Coordinating the return with us in advance ensures quick and smooth processing.

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For any question regarding this policy, contact us at contact@resonance-store.com.