Shipping & returns policy

1. Order preparation

After the order and payment are confirmed, our warehouse team will prepare your order. Preparation time is 1–2 business days. During peak periods (holidays, sales) preparation time may be extended to 3–4 business days.

2. Shipping methods and delivery times

Standard shipping

• Delivery time: 3–5 business days from dispatch
• Coverage areas: all of Israel

Express shipping

• Delivery time: 1–2 business days from dispatch
• Available for central areas only – shown at checkout

Self pickup

Not available at this stage.

3. Shipping costs

Shipping costs are calculated at checkout and displayed before payment is made.

4. Order tracking

Upon dispatch of the order, a confirmation email including a tracking number will be sent to you. You can track the order on the courier company’s page.

5. What if the order hasn’t arrived?

If more than 10 business days have passed since dispatch and your order has not yet arrived, please contact customer service with the order number and tracking number. We will check with the courier company and get back to you within 2 business days.

If a lost package is confirmed, the Company will dispatch a replacement product (subject to stock) or issue a full refund.

6. Package damaged in transit

Received a damaged package? Please document the damage with photos and contact us within 48 hours of receiving the package. In cases of extreme damage, we recommend refusing to accept the package from the courier and noting this in your message to customer service.

7. Incorrect addresses

The Company is not responsible for delays or loss resulting from an incorrect address provided by the customer. If you notice an error in the address, please contact customer service immediately after placing the order.

8. Force majeure

The Company will not be liable for delays caused by circumstances beyond its control, including: national emergencies, strikes, pandemics, extreme weather, or any other unforeseen factor.

For shipping questions: info@relentless.co.il | 054-5578234

1. General – legal framework

This policy is written in accordance with the Consumer Protection Law, 5741-1981, the Consumer Protection Regulations (Cancellation of Transaction), 5771-2010, and the case law of the Israeli courts. The customer rights established by law cannot be waived and prevail over any other provision in these terms.

2. Cancelling a transaction – distance purchase (internet)

2.1 General right of cancellation

Under section 14C of the Consumer Protection Law, a customer may cancel any transaction made remotely (internet) within 14 days of receiving the product, with no need to provide a reason.

2.2 Extended cancellation right for special populations

For a person with a disability, a senior citizen (aged 65+) and a new immigrant (within 5 years of immigration) – the cancellation period is 4 months from receipt of the product, in accordance with Amendment 47 to the Consumer Protection Law.

2.3 Products that cannot be cancelled

By law, cancellation is not available for:

• Products made specifically to the customer’s personal specification
• Products that have been opened and where hygiene may be compromised (such as underwear, swimwear – if worn)

3. Cancellation and return process

3.1 Cancellation notice

A cancellation notice must be submitted in writing only, via one of the following:

• Email: info@relentless.co.il, quoting the order number
• Phone: 054-5578234 (Sun–Thu, 09:00–18:00)

3.2 Condition of the returned product

The returned product must be:

• Unused, free of odor, stains or signs of wear
• With all original tags attached
• In its original packaging where possible

3.3 Return shipping responsibility

The cost of return shipping is borne by the customer, unless the return is due to a defect in the product or an error by the Company – in which case the Company will bear the shipping cost.

4. Refunds

After the returned product is received and inspected (within 5 business days), a full refund will be issued within:

• Credit card: up to 14 business days (subject to the credit card company’s billing cycle)
• PayPal: up to 5 business days

Cancellation fee: in accordance with the regulations, the Company may deduct a cancellation fee of up to 5% of the transaction price, or ILS 100 – whichever is lower. No cancellation fee will be charged in the event of a defective product.

5. Exchanges

A customer who wishes to exchange a product (for a different size or color) may do so within 14 days of receiving the order, subject to stock availability. To make an exchange, please contact customer service. The cost of return shipping for the exchange is borne by the customer; shipping of the replacement product will not be charged.

6. Defective products

Received a product with a manufacturing defect? Contact us within 14 days of receiving the order with clear photos of the defect. The Company will handle the request within 3 business days and offer: dispatch of a replacement product at no additional cost, a full refund including the original shipping cost, or store credit.

7. Sale and promotions policy

Both sale items and products purchased on promotion are subject to the Consumer Protection Law and to the cancellation rights detailed above. A “no returns on sale items” restriction is not legal in Israel.

For more information: info@relentless.co.il | Tel: 054-5578234