Refund policy

Return, Cancellation & Product Warranty Policy Pro Chef Israel

This policy is based on the Consumer Protection Law, 5741-1981. We are committed to providing our customers with full security and transparency regarding every purchase on the site.

1. Transaction Cancellation & Product Returns (Private Customers)

In accordance with the law, any transaction may be canceled, and products returned within 14 days from the date of receipt of the product or from the date of receipt of the transaction details document (whichever is later).

A. Voluntary Cancellation (Exchange or Regret):

The product must be returned in its original packaging, undamaged, and unused.
A cancellation fee of 5% of the product price or 100 NIS (whichever is lower) will be charged.
Return shipping costs to our warehouse will be borne by the customer.

B. Cancellation due to Defect or Non-Conformity:

If the product was received damaged or differs from the ordered product, the transaction may be canceled within 14 days.
In this case, no cancellation fee will be charged, and return shipping costs will be borne by Pro Chef Israel. The customer will receive a full refund or a proper replacement product.

2. Business Customers & Wholesale Purchase (B2B)

This section applies to business customers (companies, licensed dealers, institutions) and/or orders of a commercial nature (large quantity of items). The Consumer Protection Law does not apply to these transactions, and they are subject to the following terms:

Cancellation Policy: A business/wholesale order is binding from the moment of its approval or payment. A business order cannot be canceled without explicit written approval from a Pro Chef Israel representative.
Business-Specific Products: In the case of purchasing equipment, machinery, or products not offered for regular sale to private customers (business/industrial catalog), the transaction is final, and no return or cancellation will be approved at all.
Increased Cancellation Fees: In an exceptional case where the company has approved a cancellation of a business order ex gratia, the customer will be charged a cancellation fee of 30% of the order value, to cover logistical costs and loss of profits.
Special Order (Backorder): An order of an unusual quantity ordered from the supplier specifically for the business customer cannot be canceled once it has been processed.

3. Important Exception: Custom-Made Products

According to Section 14C(d)(4) of the Consumer Protection Law, the right of cancellation does not apply to goods made specifically for the consumer (such as custom engraving of a name, logo, or dedication). These products are considered Final Sale.

4. Warranty & Service

Electrical Appliances and Devices over 150 NIS:

Enjoy a full warranty for one year (12 months) from the date of purchase for manufacturing defects and technical malfunctions under reasonable use, in accordance with consumer protection regulations.

Satoshi Knives:

Manufacturer's warranty on defects in material or workmanship. The warranty does not cover natural wear and tear or damage caused by improper use (such as cutting bones with a delicate knife or breakage from falling).