Refund policy

Last updated: October 20, 2026

We want you to feel secure even after the package is opened. Here you will find how to cancel a purchase, what happens if there is a problem with your jewelry, and how long it takes to get your money back.

1. Cancelling a purchase (change of mind)

You may cancel a purchase from the day of the order and up to 14 days from the day you receive the jewelry, or from the day you receive the document with the transaction details, whichever is later.

Customers aged 65 or over, people with disabilities and new immigrants (up to 5 years from the date of immigration) may cancel within 4 months, provided the transaction included a conversation with us (including on WhatsApp or chat), and upon presenting an appropriate certificate.

You may also cancel before the order has shipped, and even if the jewelry has already gone into production.

2. How to cancel

In any of the following ways, stating your name and the order number or phone number:

Order cancellation form on the site (a "Cancel an order" link appears at the bottom of every page)
Email: service@sageandmoss-jewelry.com
WhatsApp: 055-5682017

We will confirm receipt of your cancellation notice and send instructions for returning the jewelry.

3. Returning the jewelry

Return the jewelry unused and in the condition in which it was received. We would appreciate it being returned in the original packaging, but opening the packaging does not in itself prevent cancellation.

When cancelling because of a change of mind, the cost of return shipping is yours. When cancelling because of a defect, a mismatch or a delivery delay, there is no cost to you.

4. Refund

We will refund the money to the original payment method within 14 days from the day we receive the cancellation notice.

When cancelling because of a change of mind, we will deduct a cancellation fee of 5% of the transaction price or 100 ₪, whichever is lower. This amount covers all of our expenses, and no shipping fees will be deducted in addition.

5. Defect, wrong item, mismatch or delivery delay

In these cases there is no cancellation fee and no shipping cost. You may choose an exchange or a full refund, including the shipping fees you paid.

We recommend contacting us as soon as possible, with a photo of the jewelry, so that we can handle it quickly. There is no short time limit for such a request.

6. Earrings

For hygiene reasons, earrings that have been worn cannot be returned, except in the case of a defect, an error or a mismatch. Earrings that have not been worn, with the backs in place, may be cancelled like any other piece of jewelry.

7. Personalized jewelry

Jewelry made to your personal request, such as engraving of a name or letters, or a size not offered on the site, cannot be cancelled once production has begun, except in the case of a defect or a mismatch.

Choosing a color, size or design from the options on the site is not personalization, and the right to cancel applies to it in full.

8. Warranty

Every piece of jewelry comes with a 6-month warranty from the date of purchase on the plating. The warranty does not cover damage from unreasonable use, loss or theft. The warranty is in addition to your rights under the law, not instead of them.