Clearo – Refund and Returns Policy

Last Updated: November 4, 2026

At Clearo, we want every order to arrive on time and in perfect condition. If something goes wrong, this policy explains what we do about it and what we need from you.

This policy applies to purchases made through clearoshop.com. Nothing in it limits any mandatory right you have under the Israeli Consumer Protection Law and its regulations; where the law gives you more, the law applies.

1. How to Submit a Request

Email us at clearoglass@gmail.com and include:

• Your order number and the full name used on the order.
• A short description of the problem.
• Clear photos of the issue. If photos don't show it well (for example, a part that doesn't work), please send a short video.
• For a size issue, a photo of the product being measured with a ruler or tape measure.

Please do not send any product back before we reply with return instructions.

2. Delayed Orders

Most orders arrive within 5–12 days (1–3 days of processing plus 4–9 days of shipping), with a tracking number sent by email.

In Israel, many parcels are delivered to a nearby pickup point or parcel locker rather than to your door. If your tracking shows the parcel has arrived but it hasn't reached you, please check the SMS or notice from Israel Post or the delivery company, or contact your local post office.

If your order has not arrived within 30 days of the shipping date, contact us and we will open an investigation with the carrier and offer a reshipment or a refund.

3. Orders Not Received

Tracking shows "delivered" but you didn't receive it: contact us as soon as possible, ideally within 14 days of the delivery date. We will investigate with the carrier, which can take several weeks, and we may ask you for a confirmation from the post office or delivery company that the parcel was not handed to you.

Parcel not delivered because of a delivery problem, such as:

• an incorrect or incomplete address, or a missing apartment number;
• a wrong phone number or unknown recipient;
• a refused parcel;
• a parcel not collected from the pickup point in time.

The carrier usually tries to deliver 1–3 times and then holds the parcel at the post office or pickup point for a limited time, after which it is returned to the sender. It is your responsibility to collect the parcel in time. If a parcel is returned because of an incorrect address or because it was not collected, we can reship it at the cost of the new shipping, or refund the product price (not including shipping costs).

4. Damaged or Defective Products

Please report damage or a defect as soon as possible, ideally within 14 days of delivery, with photos or a video.

• Badly damaged or not working: full refund or a free replacement.
• Partly damaged: a partial refund or a replacement, as you prefer.

Minor cosmetic marks that don't affect use (such as a loose thread, a slight crease or a tiny scratch) and damage to the outer shipping box only are not considered a defect. If a damaged box has damaged the product inside, contact us and we will help.

5. Wrong or Missing Items

Please report as soon as possible, ideally within 14 days of delivery, with photos of what you received and of the packaging.

• Wrong product: full refund or a replacement.
• Wrong color or size: refund or a replacement.
• Missing part needed for the product to work: we will send a complete new product.
• Missing part or accessory not needed for the product to work: we will send the missing item, or give a partial refund.

6. Order Cancellation Before Shipping

You can cancel an order that has not shipped yet by emailing us. You will receive a full refund.

7. Change of Mind – Returns Within 14 Days

Under the Israeli Consumer Protection Law, you may cancel your purchase within 14 days of receiving the product, provided that:

• the product is unused and in the same condition you received it;
• it is returned in its original packaging, with all parts and accessories.

To cancel, email us first and we will send you the return address and instructions. Return shipping costs for a change of mind are paid by the customer. As permitted by law, a cancellation fee of 5% of the purchase price or ₪100, whichever is lower, may be deducted. Please protect the product during return shipping. If a returned product has been significantly damaged, we may claim compensation only as permitted by law.

When you cancel because the product was defective, damaged, wrong or late, you will not pay a cancellation fee or any return cost; we will arrange collection at our expense.

8. Refunds

Refunds are made to the original payment method within 14 days of receiving your cancellation notice. The time until the money appears in your account depends on your bank or card company. We will email you when the refund has been sent.

9. Events Beyond Our Control

Delivery can be delayed by events outside our control, such as customs inspections, strikes, war or security situations, epidemics, severe weather and natural disasters. In those cases we will keep you updated by email and help as far as we can. This does not limit any right you have under the law.

10. Contact Us

Store: Clearo
Website: clearoshop.com
Email: clearoglass@gmail.com

Thank you for shopping with Clearo.