Before you order
This policy governs cancellations, refunds, and order changes under Israel's Consumer Protection Law, 1981. Reading and accepting it (on the website or when signing a quote) forms part of your agreement with Element Carpentry.
Definitions
"Company" – Element Carpentry, Israel. "Customer" – any person or entity purchasing a product or service from the Company. "Catalogue order" – purchase of a base product as listed on the website catalogue. "Custom order" – a project with personalisation (dimensions, materials, design) after consultation or a signed quote. "Deposit" – payment to reserve production capacity, procure materials, or fund design work.
Scope
- This policy applies to every transaction | website, phone, email, or in person.
- Consumer Protection Law provisions that apply to a consumer prevail over any conflicting clause here.
- Custom orders are subject to rules on goods that cannot be returned due to their special nature.
Website catalogue orders
- A catalogue order not yet sent to production may be cancelled within 14 days of the transaction, subject to law.
- After preparation or dispatch has begun | cancellation requires our consent; costs already incurred may be charged.
- Refunds are made to the original payment method, usually within 14 business days of cancellation approval.
Custom orders | approval & commitment
- A signed quote (or written approval) constitutes agreement to specification, price, and payment terms.
- A deposit of at least 30% is required to begin design/production unless otherwise agreed in writing.
- Custom-made goods are not subject to off-the-shelf cancellation rights (Consumer Protection Law §14C(c)).
Cancellation before production
Cancelling a custom order before production actually begins:
- Within 48 hoursFull deposit refund
- 48 hours | 7 days75% of deposit refunded
- Over 7 daysDeposit non-refundable
"Start of production" means cutting, machining, or assembly to your order spec, including ordering materials that cannot be returned to the supplier.
Cancellation after production starts
Once production has started the order cannot be cancelled; you remain liable for work done, materials purchased, and non-recoverable costs. Changes may be requested where technically feasible | at extra cost and possible delivery delay.
Order changes
- Minor changes (colour, handle, finish) | up to 14 days before planned delivery.
- Structural changes | cost assessment, written approval, may delay delivery.
- Changes no longer technically possible | customer must confirm specification before final approval.
Refunds | method & timing
- Refunds are made to the same payment method (card, Bit, bank transfer) unless otherwise agreed.
- Card credits may take several business days depending on your card issuer.
- Written confirmation (email) is sent when a refund or credit is processed.
- No refund for damage from misuse, unapproved third-party installation, or customer modifications.
Delays, cancellation by us & force majeure
- Material delivery delay | early notice; compensation or cancellation per law and agreement.
- Cancellation by us (e.g. material shortage) | full refund of amounts not offset by completed work.
- Force majeure | alternative dates coordinated; your statutory rights remain.
Defects, warranty & repairs
Products installed by us carry a one-year warranty from installation date:
- Manufacturing defects repaired at no charge.
- Hardware that breaks under reasonable use replaced.
- Technician visit subject to scheduling.
Excludes: normal wear, moisture damage, routine scratches, intentional damage, third-party alterations. Report defects within 30 days of discovery with photos.
How to contact us
- Email us with your order number, a description of the issue, and photos if relevant.
- We will respond within 2 business days.
- We will agree a resolution: refund, credit, repair, replacement, or technician visit.
Disputes
We aim for an amicable resolution first. If none is reached | contact an authorised body under the Consumer Protection Law or mediation. Israeli law applies; competent courts are in Israel.
Changes to this policy
Material changes are published on the website and take effect 14 days after publication. Earlier transactions are governed by the policy in force at the time of purchase.