Product Exchange and Return Policy – New Balance Israel Website

General
The provisions of this policy apply solely to products purchased through the New Balance Israel website and constitute an integral part of the website’s Terms of Use. The company reserves the right to update this policy from time to time at its sole discretion.

Customers may contact the company regarding order cancellation, product returns, or exchanges via one of the following channels:
WhatsApp: +972-50-201-8885 /
Telephone: +972-3-699-2200 /
Customer Service Email: service@silonsport.co.il /
Written notice at the company offices: Moshe Sharett 29, Rishon LeZion, Israel.

Product Exchanges
A product purchased on the website may be exchanged via courier at a cost of ₪24 or at New Balance retail stores. The exchange is limited to one time only; no additional exchanges will be permitted after an exchange has been completed. Exchanges are carried out at the time of collection by courier or alternatively at retail stores, subject to available inventory. Products may be exchanged for the same item or for a different item, subject to availability and payment of any applicable price difference. As the exchange takes place at the time of collection, the condition of the returned item cannot be verified in advance. Accordingly, if a product is returned damaged, used, soiled, or showing signs of use, the company reserves the right to charge the customer for the value of the exchanged product and/or cancel the exchange, at its sole discretion.

Exchanges at Retail Stores
Exchanges at New Balance retail stores are available at no additional cost and are subject to inventory availability at the time of arrival. Store exchange conditions are identical to the website return conditions, provided that the product is new, unused, returned in its original packaging, and with the original tag attached.

Order Cancellation and Product Returns
Customers may cancel a transaction in accordance with the Israeli Consumer Protection Law, 1981, and subject to the terms detailed in this policy. Transaction cancellation is permitted within 14 days from the date of product receipt or from the date of order confirmation, whichever is later. Customers who are persons with disabilities, senior citizens, or new immigrants are entitled to cancel a transaction within four months from the date of engagement, receipt of the product, or receipt of the invoice, whichever is later, provided that the transaction was conducted via telephone or electronic communication. The company may request documentation verifying eligibility, in accordance with the law. Customers are required to retain the order confirmation and refrain from using the product intended for return.

Cancellation Due to a Defect
In the event of cancellation due to a defective product, the company will conduct an examination with the customer and, if necessary, arrange product collection. Refunds and cancellation will be processed in accordance with applicable law and following inspection of the product by the company.

Cancellation Not Due to a Defect
In the case of cancellation not resulting from a defect, the company will refund the amount paid within 14 days from receipt of the cancellation notice. Refunds will be issued solely to the original payment method and in accordance with the credit card company’s processing timelines. Shipping fees will be deducted from the refund, depending on the selected return method.

Product Returns – General Conditions
Product returns are permitted only if the item has not been used, is returned in its original packaging, with the original label or tag attached, and is complete, intact, and free from defects, damage, deterioration, or loss of value. The company reserves the right to deduct amounts for any damage caused to the product due to use, defects, depreciation, opened packaging, or any other impairment incurred while the product was in the customer’s possession.

Returns of Promotional Products
Products purchased as part of special promotions, such as “Buy One Get One” or bundle offers, will be returned in accordance with the promotion’s terms. In cases where only part of the promotional products is returned, the refund will be calculated based on the proportional discount actually applied at the time of purchase.

Return Methods
Return via courier is available at a cost of ₪24. Customers must reply to the order confirmation email received from New Balance Service and request a product return. If a product is returned damaged or used, no refund will be issued and the product will be sent back to the customer at a delivery cost of ₪24.

In-Store Returns
Returns at New Balance retail stores are available at no cost. Products may be returned to any of the following stores:
Derech Eden 9, Rishon LeZion 
Sha’ar HaTzafon Mall (IKEA), Kiryat Ata 
BIG Fashion Glilot.