Transaction cancellation policy

Nespresso Israel Ltd. uses its best efforts to satisfy its customers' demand for the supply of products and service at the highest level and under strict quality control.

If, for any reason, you are not satisfied with the product you purchased from us, you can replace it with another product or return it, provided that the exchange / return is made within 14 days from the date of receipt of the product and on presentation of an invoice / delivery note for the execution of the transaction.

In accordance with the conditions set forth in the Consumer Protection Law, the right of cancellation will not apply to coffee and food products. Nonetheless, Nespresso allows, ex-gracia, to cancel a transaction for the sale of coffee and food products, subject to payment of a cancellation fee of NIS 35.

In the event of cancellation of a transaction, the customer will be obligated to pay the company NIS 100 or 5% of the product price, whichever is lower.  Notwithstanding the foregoing, Nespresso allows cancellation of a transaction and return of machines and accessories without charging cancellation fees.

Cancellation of a transaction due to a defect in the product under Nespresso's responsibility and / or due to non-conformity of the product supplied will be done without charging a cancellation fee.

Cancellation of a transaction is conditional on the return of the product without it being damaged and without any use of it. The products will be returned by bringing them to one of the company's boutique stores. Customers may use the Company's shipping services for the purpose of canceling a transaction against payment in accordance with the shipping rates customary in the Company.

Cancellation of a transaction will be completed after the product is returned to the company's inventory and a refund will be made according to the requirements of the law.

When canceling a transaction in respect of products purchased under "special sale" conditions and / or promotions and benefits, a refund will be made according to the same conditions under which the products were purchased and against the return of all products purchased in the transaction. If only some of the products purchased in the transaction are returned, the refund will be given on the transaction amount minus the full price of the products that were not returned.

In the event that a transaction canceled by the customer granted entitlement to any benefits or points under the points program, upon cancellation of the transaction, the entitlement to benefits and points granted to the customer by virtue of that transaction will also be canceled.

According to the instructions of the tax authorities, exchanges and returns of products purchased in the Eilat area will be made in the Eilat area only and exchanges and returns of products purchased outside the Eilat area will be made only outside the Eilat area.

This policy does not apply to products purchased at a Nespresso Duty-Free store operated by an external party, which may have different policies.

Cancellation of a remote sales transaction

In a remote sale transaction, the consumer may cancel the transaction within fourteen days from the date of its execution, from the date of receipt of the product or from the date of receipt of the disclosure document, whichever is later.

In a remote sale transaction conducted with a consumer who is a person with disabilities, a senior citizen or a new immigrant, the consumer may cancel the transaction within four months from the date of its execution, from the date of receipt of the property or from the date of receipt of the disclosure document, whichever is later, provided that the engagement in the transaction included a conversation between the dealer and the consumer, including a conversation through electronic communication.

Cancellation of a transaction and refunds for products purchased when redeeming Club points:

1. Redemption of points is not considered a purchase of a product.

2. Notwithstanding the foregoing, the Company will allow cancellation of a redemption transaction of points against receipt of a product, provided that the product was returned in its original packaging, complete and sealed and without any use of the product. Cancellation of the redemption of points will entitle the customer only to points redeemed and not to any other entitlement.

   More information can be found in the points program under the club's regulations.

3. It is not possible to receive a refund for products redeemed against points, even if they are products sold by the company.

4. Products redeemed against points cannot be exchanged for other products.

To cancel a transaction using a designated form on the website click here

*Select 'Cancel transaction/order' in the subject of the message on the form