Introduction

We are committed to providing our customers with a satisfying shopping experience. If for any reason you are not satisfied with your purchase, we have a clear policy regarding transaction cancellations.

Conditions for Transaction Cancellation

1. Customers may cancel a transaction within 72 hours of receiving the product without providing a reason. Refunds will only be granted for glasses that were not custom-made or specially prepared. The refund will be processed within 14 business days according to the credit card company’s policies, deducting the shipping fee (35 NIS) and a cancellation fee. The cancellation fee will be 5% of the product’s price or 100 NIS, whichever is lower.
2. The product must be in new condition, unused, and in its original packaging. If the product has been damaged or is not in its original condition, we reserve the right to reject the cancellation request.
3. Contact lenses and solutions cannot be returned, exchanged, or credited if their packaging has been opened. If a prescription change occurs, an exchange may be made in-store.
4. Refunds will not be issued for products with a listed price exceeding 1,799 NIS.
5. For transactions involving multiple products, partial refunds are not available. In such cases, the entire transaction must be canceled or not canceled at all. The cancellation must comply with all the above conditions.
6. Decisions regarding product defects will be made at the sole discretion of the store manager or a Prizma Optic optometrist. For contact lenses, opening the original packaging will be considered proof of use.

Cancellation Process

1. Cancellation Request: The customer must send a cancellation request to Service@prizma-optic.co.il or contact our customer service via WhatsApp at 053-4347265. The request should include order details and the reason for cancellation.
2. Product Return: After receiving the cancellation request, we will provide instructions on how to return the product. The customer will be responsible for return shipping costs unless the product is defective or does not match the order.
3. Refund: Once the returned product is received and inspected, the refund will be processed using the same payment method used for the purchase, within 14 business days.

Defective or Incorrect Products

If a product is defective or does not match the order, the customer may request a refund or exchange. In such cases, the customer should contact our customer service as soon as possible.

Policy Updates

This cancellation policy may be updated from time to time. We recommend checking the policy on our website before making a purchase.

Contact Us

If you have any questions or concerns regarding the cancellation policy, please contact us at:

• Email: Service@prizma-optic.co.il
• WhatsApp: 053-4347265

Summary

We strive to provide high-quality products and excellent customer service. This cancellation policy ensures that our customers are satisfied with their purchases. Thank you for your trust in us.