Refund policy
Exchanges, Returns and Cancellations Policy
At CLARO, we want you to feel completely confident with your purchase. If the size does not fit, you have changed your mind, or you received a product that was not as expected, you may contact us to request an exchange or cancellation in accordance with the policy below and the provisions of the Consumer Protection Law.
Order Cancellations and Returns
For purchases made through the website, the transaction may be cancelled in accordance with the provisions of the Israeli Consumer Protection Law, including, as a general rule, within 14 days from the date the product was received or from the date the document containing the transaction details required by law was received, whichever is later.
To cancel a transaction, you must provide us with a cancellation notice within 2 days through one of the contact methods listed on the website.
Where the cancellation is not due to a defect, non-conformity, delivery of an incorrect product, or another breach by CLARO, CLARO may charge a cancellation fee in accordance with applicable law, up to 5% of the transaction price or ₪100, whichever is lower.
In such a case, returning the product to CLARO will be the customer’s responsibility and at her expense.
You May Try Them On — Just With Care
Of course, you may try on the shoes to make sure that the size and fit are right for you.
We recommend trying on the shoes indoors only, on a clean, dry and smooth surface, and avoiding wearing them outdoors until you are sure that you wish to keep the pair.
However, use that causes damage, wear, significant dirt, or a reduction in the product’s value may give CLARO rights and remedies under applicable law in respect of the damage or loss in value caused.
Condition of the Product Upon Return
Every product returned to us will be inspected upon receipt.
We ask that the shoes be returned, insofar as possible, in the condition in which they were received and in their original packaging.
Among other things, the following signs may indicate use beyond reasonable fitting and may affect the condition or value of the product:
* Worn, scuffed, or dirty soles indicating that the shoes have been walked in;
* Signs of outdoor wear;
* Scratches or scuff marks;
* Significant stains or dirt;
* Tears or cuts;
* Damage to the heel;
* Damage to straps, buckles, decorations, or fastenings;
* Significant alteration to the shape of the shoe;
* Any other damage that was not present when the product was delivered.
Where a product is returned with a reduction in value resulting from use after it was delivered, CLARO reserves all rights and remedies available to it under applicable law in connection with the damage or loss in value.
Shoe Packaging
We recommend keeping the shoe box and original packaging until you are sure that the pair is right for you.
Please avoid attaching shipping labels, adhesive tape, writing, or other markings directly to the shoe box.
Any damage to the packaging will be assessed in accordance with the circumstances and applicable law.
Size Exchanges
The size does not fit? You may contact us to request an exchange for another size, subject to stock availability.
If the requested size is unavailable, you may choose an alternative product, subject to availability, or exercise your cancellation rights in accordance with applicable law.
Shipping costs associated with a size exchange that is not due to an error by CLARO will be borne by the customer, unless otherwise stated as part of a promotion or benefit.
Model or Color Exchanges
You may request an exchange for a different model or color, subject to stock availability.
If there is a price difference between the products, the customer will be charged or refunded the difference, as applicable.
Received a Defective or Incorrect Product?
If you received a defective product, a size or color different from the one you ordered, or if there is any other discrepancy between your order and the product supplied, please contact us as soon as possible.
We recommend including your order number and clear photographs of the product and packaging so that we can handle your request as quickly as possible.
In the event of cancellation due to a defect, non-conformity, delivery of an incorrect product, or failure to deliver the product on time, no cancellation fee will be charged, and the return of the product will be handled in accordance with applicable law.
Refunds
Where the customer is entitled to a refund following cancellation of the transaction, the refund will be processed within the timeframes prescribed by law.
As a general rule, the refund will be issued through the same payment method used for the original transaction, where possible.
For cancellations that are not due to a defect, non-conformity, or an error by CLARO, CLARO may deduct a cancellation fee in accordance with applicable law.
Sale Items
Products purchased as part of a sale or promotion are also subject to the cancellation rights provided by law.
Where the customer is entitled to a refund, the refund amount will be calculated based on the amount actually paid for the product.
How Do I Request a Return, Exchange, or Cancellation?
You may provide us with a cancellation notice or contact us to request a return or exchange through the contact methods listed on the website.
To help us process your request quickly, we recommend including:
* Full name;
* Order number;
* Phone number;
* The item you would like to return or exchange;
* The reason for your request.