Refunds & Cancellation Policy

2.1 General Framework

In purchases that constitute distance sales (through the use of the website, over the telephone, or the chat), the consumer is entitled to revoke the purchase in 14 days following the date of the time when either of the following occurs:

  • The date of delivery of the item, or
  • The date of receipt of the disclosure document or invoice.

To make a cancellation or a return request, we can be contacted through one of the following means:

·         Email: herodiver.il@gmail.com

·         WhatsApp / Phone: +972-50-443-8192

·         Contact Form: (if available on our website)

This will be in accordance with your request, according to Israeli Consumer Protection Law (1981) and Consumer Protection (Cancellation of a Transaction) Regulations (2010).

2.2 Return Conditions

In case of the returned items to obtain a refund or an exchange, the following conditions should be met:

  • Individuals ought to have the product in good condition, intact, and, where possible, in its original end wrappings.
  • When a package is opened, it does not always mean that it is used. However, substantial use (like connection with power, water, gas, or the submergence or use of any item in the sea) can be considered as use and therefore does not qualify for the refund.
  • The returns can be delivered at Ramat Naftali, in advance, or by optional paid pickup, where such a service exists.

2.3 Cancellation Fee & Refunds

Change of Mind (Item in Good Condition)

To cancel an order that does not appear to be occasioned by the quality of the product or a delivery issue:

  • HERODIVER shall have the right to charge cancellation fee of not over 5 percent of order value or 100 whichever is less.
  • The cost of shipping cannot be returned.
  • All expenses of returning shipping would be on the customer unless there is a written agreement.

Non-Delivery, Late Delivery, or Defective Items

For the case of the responsibility of HERODIVER (i.e., non-delivery, delay, non-conformity, or a defective product):

  • A full refund of your money (including postage) will be provided.
  • This will involve no cancellation fee.
  • HERODIVER is going to be a pickup, which we pay.

Refund Method and Timeline

Depending on the preference of the customer, refunds can be in the form of store credit or refunded on the money that was used in making the purchase. The refund shall be made to the customer within a maximum of 14 business days of the later of:

  • The date of the delivery of the cancellation notice, or
  • The date of receipt of the item returned to HERODIVER.

2.4 Common Legal Exceptions

According to the Israeli consumer laws, the Israeli consumer protection laws do not allow any cancellation or refund of items, as stipulated in the Israeli consumer protection laws, which are:

  • Made-to-order or customized goods (e.g. suit made-to-measure, engraved or bespoke goods)
  • Copyable media, software, or digital keys may be copied after opening or downloading.
  • Unfinished or destroyed products sent back once the cancellation period has elapsed.
  • Health or hygiene sensitive goods which, once opened or used, cannot be returned, including:
    • Regulator mouthpieces
    • Face-contact masks
    • Thermal base-layer underwear

2.5 Extended Cancellation Window (4 Months)

In Israeli law some customers have a more lenient cancellation period of up to 4 months on the condition that:

  • The sale of purchase happened through distance sale and involved phone call with a representative, and
  • The customer is one among the following:
    • A person with a disability
    • A senior citizen (aged 65 or older)
    • A new immigrant (within 5 years of immigration)

Eligibility has to be documented according to the stipulations of the law.

2.6 Defective or Non-Conforming Item

In case you have been supplied with a defective item or one that is not described in the order:

  1. Share the problem in a decent time and provide photos or a short video of the problem.
  2. On verification, HERODIVER will provide either one of the following choices, at your own discretion and within the law:
    • Replacement of the item,
    • Repair of the item, or
    • Full refund, including shipping costs.

2.7 Technician or Installation (If Applicable)

In case of the products where installation or services of technicians are needed, a time slot will be arranged beforehand.

In case a major delay arises in the agreed time frame of service, you have the right to statutory compensation and/or renewed service arrangement as demanded by law.

3. Support & Contact

Our group is ready to assist in the exchange, return, or cancelation requests.

·         Service Hours: Sunday – Thursday, 09:00–18:00

·         Phone / WhatsApp: +972-50-443-8192

·         Email: herodiver.il@gmail.com

·         Return Address: Ramat Naftali (by coordination)

It is also possible to handover in Central Israel or Eilat through coordination.

4. Updates & Clarifications

HERODIVER can revise this policy after some time, when there are changes in the law or the operations. Any updates become effective since the date of publication on our web site and onwards.

HERODIVER – Preferred quality, transparent policies and full openness to the satisfaction of all divers.