Refund & Return Policy

1. Statutory Right to Cancel

Customers have the right to cancel a transaction for the purchase of physical goods within fourteen (14) days from the date of receiving the product, or from the date of receiving the document containing the transaction details, whichever is later.

2. Special Populations

In accordance with Section 14C1 of the Law, if the Customer is a person with a disability, a senior citizen (aged 65 and older), or a new immigrant (Oleh Hadash), the cancellation period is extended to four (4) months from the date of receipt of the goods or the transaction document, whichever is later. Goatic reserves the right to request appropriate documentation (such as an ID card or Oleh certificate) to verify eligibility under this section.

3. Pre-Delivery Order Cancellations

Customers may request to cancel an order immediately after placement. Because Goatic operates a rapid-dispatch logistics network, the cancellation terms depend on the order's real-time fulfillment status:

• Status: "Pending" or "Accepted by Merchant": If the Customer cancels the order through the Goatic application before the Merchant has finished preparing the goods for transport, the order will be cancelled, and a 100% full refund will be issued without any cancellation fees.
• Status: "Out for Delivery": Once a Goatic delivery partner has collected the item from the Merchant and are in transit, the order cannot be instantly voided. The Customer must receive the item and initiate a standard statutory return (Bitul Iska). In this scenario, the Customer will be refunded for the goods but will be charged the full delivery fee plus the statutory cancellation fee (5% of the transaction price or 100 NIS, whichever is lower) to cover the wasted logistical expenses.

4. Cancellation Due to Regret (No Defect)

If a Customer cancels a transaction simply due to regret or changing their mind:

• Cancellation Fee: The Customer will be charged a statutory cancellation fee of 5% of the transaction price or 100 NIS, whichever is lower.
• Return Logistics: The Customer is solely responsible for returning the goods to the applicable Merchant's location and bears all costs associated with the return shipping or physical drop-off.
• Condition of Goods: To be eligible for a refund, the items must not have been used, damaged, or altered by the Customer. Goods should be returned in their original packaging.
• Delivery Fees: The original delivery fee paid to Goatic for the initial transport is non-refundable.

5. Cancellation Due to Defect or Non-Conformity

If a Customer cancels a transaction because the product is defective, does not match the description provided on the Goatic storefront, or because the delivery failed to arrive within the agreed timeframe:

• No Cancellation Fee: Goatic will process a full refund (100% of the item cost) without deducting any cancellation fees.
• Return Logistics: The applicable Merchant or Goatic will bear the cost of retrieving the defective product from the Customer's address.

6. Non-Returnable Items

In accordance with the Law, the right of cancellation does not apply to the following categories of goods, should they be listed by Merchants on the Platform:

• Products custom-made specifically for the Customer.
• Perishable goods (e.g., fresh food, flowers).
• Information or digital goods as defined in the Computers Law, 5755-1995.
• Goods that can be recorded, copied, or reproduced, where the Customer has opened the original packaging.
• Underwear, swimwear, and other hygiene-sensitive products.

7. Refund Processing Time

Goatic will refund the Customer to the original method of payment within fourteen (14) days of receiving the cancellation notice, as required by the Consumer Protection Law, 5741-1981. Where goods must be returned, we will not unreasonably delay the refund pending their return; any deduction permitted by law — such as the statutory cancellation fee on a regret cancellation, or the documented value of damage caused to returned goods — will be applied in accordance with the Law.

8. How to Request a Cancellation

To exercise your right to cancel a transaction, you must provide Goatic with a clear notice of cancellation stating your name and order/ID number. You may submit your cancellation request via any of the following mandatory statutory channels:

• Dedicated Web Link: By clicking the "Cancel Transaction" button in the site footer or on the Cancel Transaction page. You may also manage orders from your My Orders dashboard.
• Email: By sending a written request to contact.goatic@gmail.com.
• Registered Mail: By sending a letter to אבו ח'אלד קוסאי, עוסק פטור מס' 325579860, operating the Goatic platform., Beit Hanina, Al-Hijra 18, Jerusalem, Israel.
• Phone/Customer Service: By calling +972 52-939-4805 during standard business hours.

For general legal inquiries, contact contact.goatic@gmail.com.