Refund Policy
Cancelation, Exchange, Change, and Refund Policy – SUNRISE
Below are the details of the order cancellation and/or product return policy and its terms:
SUNRISE – The online store supplying the products.
The Customer – The one making the purchase, order, or exchange on the website.
Cancellation of Purchase Transaction
A purchase transaction may be canceled within one hour from the completion of the item order on the website, provided that the item has not yet been shipped to the customer.
The cancellation notice shall be made by email through the form on the website (using the option: "I want to cancel my order") and with a valid order number.
If the shipment has not been dispatched and the notification was given on time — the full purchase amount will be refunded to the customer via the original payment method used for the order.
If the customer wishes to cancel the purchase after one hour, SUNRISE will do its best to cancel the order if it has not yet left the warehouse, but there is no guarantee of cancellation.
In case the customer still wishes to cancel — they must wait for the package to arrive and perform a return process according to this policy.
Product Exchange
The customer is entitled to make only one exchange of the received product, within 14 days from the date of package receipt (according to the tracking number), provided that the product:
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Has not been opened
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Has not been used
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Its packaging has not been torn
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Was returned in its entirety
It is hereby clarified that:
❗ A product that has been opened — for any reason — cannot be exchanged or returned.
Opening the packaging constitutes a complete waiver of the right to exchange/return/credit.
The exchange, if approved, will be carried out by sending the product to the company's warehouse or to another address provided by customer service.
The return shipping cost — shall be borne by the customer.
SUNRISE provides exchanges subject to stock availability and does not guarantee an exchange of color or model.
Exchanges from a single order must be performed collectively, and exchanges cannot be split.
Conditions for Product Returns
The product must be:
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New
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Unopened
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Unused
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With intact original tags and packaging
A product that does not meet these conditions — will not be eligible for any credit (neither monetary nor voucher).
Monetary Credit
When requesting a monetary credit, the customer may choose between two options:
7.a – Refund to the Original Payment Method
The credit will be given only to the original payment method and cannot be changed.
From the amount will be deducted:
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5% of the transaction amount
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30 ILS fixed cancellation fee
The cancellation fee will be deducted from the original transaction even if a smaller amount was actually paid (due to a coupon/promotion).
The credit will be processed only after the product is received at the SUNRISE warehouse.
The credit will appear in the customer's account within 5 business days of its execution.
7.b – Purchase Voucher (Credit) for the SUNRISE Store
The voucher will be issued for the full amount of the original transaction.
It can be used for a free purchase on the website.
Condition for receiving the voucher: sending the product with a tracking number to the SUNRISE warehouse.
Voucher validity: two years.
SUNRISE reserves the right not to approve an exchange for a different model/color/product — at its sole discretion.
Items Not Eligible for Return
It is clarified that products purchased as part of:
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Promotions
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Coupon codes
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End-of-season sales
Are eligible for return/exchange within 48 hours only from the date of their receipt, subject to the Consumer Protection Law.
Coupon Codes / Credit Vouchers
Gift code / credit / store voucher — valid for two years from the date of receipt.
Defective Products
In case a defective product is received:
The customer must send proof (picture or video) within 48 hours of receiving the package to the customer service email address.
SUNRISE will bear the cost of shipping a new product to the customer.
No monetary credit will be given for a defective product — the solution is a new shipment only.
The compensation shipment will be considered a first shipment in terms of exchanges and returns.
Order Cancellation by the Company
SUNRISE reserves the exclusive right to cancel any order — at any stage and without the need for an explanation.
In such a case, a full refund will be provided to the original payment method.
The customer waives in advance any claim against SUNRISE regarding this cancellation.