Refund Policy

Updated October 12, 2026

At Pick A Rock, we want you to be happy with your jewelry. This policy applies to online and distance purchases.

1. Cancellation period — 14 days

You may cancel a standard purchase from the date of the transaction until 14 calendar days after receiving the jewelry or the legally required transaction disclosure document, whichever is later. These are calendar days, not business days; deadlines are calculated in accordance with applicable law. You may also notify us of cancellation before delivery.

Any extended statutory cancellation rights remain available. In particular, qualifying customers with a disability, senior citizens aged 65 or over and new immigrants may have a four-month cancellation period if the legal conditions are met, including a conversation with the business as part of the transaction, including electronic communication.

2. How to cancel

You may notify us by email, telephone, WhatsApp, in person at the store or by registered post to our address below. Click here to send a cancellation notice by email. Include your name and identification details as required by law; an order number helps us locate your purchase. Do not send full payment-card details.

Please coordinate return arrangements with us to protect the jewelry in transit. A valid statutory cancellation notice and the exercise of statutory rights do not require our prior approval.

3. Returning the jewelry and its condition

Please take care of the jewelry and return it with the accessories and certificates supplied, proof of purchase and, where possible, its original packaging. Opening the packaging or reasonably inspecting the item does not in itself remove a statutory cancellation right. For a voluntary return not required by law, the jewelry must be unused, undamaged and unchanged from its condition on delivery, subject to section 4.

Return shipping is paid by the customer, both in Israel and from abroad, except where the law requires us to pay it. Protective packaging and tracked shipping with insurance appropriate to the item's value are recommended. If a defect, mismatch, late delivery or another breach by us gives a right to cancel, we will arrange collection at our expense from the place of delivery, as required by law.

If the item is damaged or its value falls because of a significant deterioration in its condition, we reserve the right to seek a lawful remedy based on the actual damage. This does not authorize an automatic deduction or refusal of a statutory cancellation.

4. Ring resizing and other alterations

Ring resizing is offered free of charge on rings purchased from us, subject to the ring's structure and condition. Jewelry altered from its original condition at the customer's request, including ring resizing, engraving, stone replacement, resetting or another customization, is excluded from our standard voluntary return policy where the law does not require us to accept its return. In those circumstances, acceptance is at the discretion of Pick A Rock management and requires prior written approval. If accepted, the amount paid will be refunded less the cost of the repair, resizing or alteration actually performed at the customer's request, as agreed and documented in advance. The same work will not be charged twice.

Before performing an alteration, we will explain the work, its cost and its effect on returns and obtain the customer's approval. Resizing alone does not automatically remove a statutory cancellation right. Where a mandatory cancellation right applies, it does not require store approval, and alteration or repair costs will only be deducted if legally permitted. This clause does not restrict rights arising from a defect, a mismatch with the agreed description or a breach by the store.

The statutory exception for goods made especially for a customer following the transaction applies only where its legal conditions are satisfied. A sale price does not in itself remove statutory cancellation rights.

5. Refunds and cancellation fees

For a statutory cancellation, we will refund the payment and cancel the charge within 14 days of receiving the cancellation notice, in accordance with law, rather than counting from an internal return approval. We will refund the original payment method where possible and as required by law.

For a change-of-mind cancellation, we may charge a cancellation fee of 5% of the transaction price or NIS 100, whichever is lower, where legally permitted. Original delivery charges form part of the transaction amount to be refunded and will not be withheld separately as an additional cancellation fee. The customer's return-shipping cost is addressed in section 3.

No cancellation fee applies where a defect, mismatch, failure to deliver on time or another breach by us gives a right to cancel. A voluntary return of altered jewelry is governed by section 4; any deduction will be itemized, legally permitted and will not duplicate a charge.

6. Problems, exchanges and contact

If your jewelry arrives damaged, incorrect or different from your order, please contact us within 3 business days of receiving it, with details and photographs if possible. This request does not shorten any statutory period or right. Exchanges depend on stock availability; many pieces are one of a kind.

Pick A Rock, 38 Ibn Gabirol Street, Tel Aviv, Israel.
Email: pickarock22@gmail.com.
Telephone: +972-52-535-5151.
WhatsApp: +972-54-806-9020.

This policy applies to new orders from its publication date. More favorable commitments made for earlier orders will be honored. Nothing in this policy limits mandatory consumer rights.