Consumer Rights: How to Cancel Remote Purchases in Israel

Israeli consumer protection law grants significant rights for canceling remote purchases, including online and phone orders. Under Section 14G of the Consumer Protection Law, consumers can cancel a remote transaction within 14 days of receiving the product or the transaction details, whichever is later. The cancellation must be permitted through the same channel the purchase was made, with a prominent link on the seller's website.

Cancellation fees are capped at 5% of the product price or NIS 100, whichever is lower. For defective, misrepresented, or delayed products, cancellation is free, and the seller must collect the item at their expense. Opening the packaging alone does not constitute use and thus does not void the right to cancel, except for specific items like underwear, swimwear, custom-made products, food, medicine, digital content, and jewelry over NIS 3,000. For single-use services like courses or event tickets, cancellation is possible up to two business days before the service date.

Sellers must refund consumers within 14 days of receiving the cancellation notice. The cancellation notice should include the consumer's full name, ID number, order number, delivery date, and a reference to Section 14G. Proof of cancellation, such as a screenshot of the cancellation link or a confirmation email, serves as crucial evidence. A recent amendment requires businesses to record sales and cancellation calls and provide recordings to consumers upon request, offering further protection against disputes.

When sellers fail to refund within the stipulated time, consumers can initiate a chargeback process through their credit card company, provided they have first attempted to resolve the issue with the seller and have documentation. Israeli law protects consumers who purchase from businesses operating within Israel, distinguishing them from foreign websites lacking an Israeli presence.

In 2024, the Consumer Protection Authority received 44,612 complaints, with 11,080 related to online fraud. However, enforcement has decreased, with fewer enforcement cases opened in 2025 compared to 2023. For direct refunds, small claims court is an option, with a claim limit of NIS 39,900 in 2026 and a nominal fee. Special provisions extend the cancellation window to four months for seniors, individuals with disabilities, and new immigrants when the transaction involved a phone call or chat.