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Cancellation, Exchange, Changes & Refund Policy
Below is a detailed explanation of the order cancellation and/or return policy and its conditions.
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LaPoetagar – the online store supplying the products.
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The Customer – the individual placing the purchase, order, or exchange on the aforementioned store.
Order Cancellation
An order can be canceled within one hour of completing the purchase on the website, provided that the item has not yet been shipped.
Cancellation requests must be made via email, including a valid order number.
If the order has not yet been shipped and the request is submitted properly, the full payment amount will be refunded using the original payment method.
If a customer wishes to cancel the order after one hour, LaPoetagar will make every effort to cancel it (as long as it hasn’t yet left the warehouse), but cannot guarantee cancellation.
In this case, the customer must wait for the package to arrive and proceed with a return process as outlined below.
Product Exchange
Customers may exchange a product once within 14 days of receiving the package (based on the tracking number provided), provided the product was only used for size fitting and not worn in a way that causes wear or damage.
The product must be sent back to LaPoetagar’s warehouse (or to another address provided by customer service).
Return shipping costs are the responsibility of the customer.
We offer size exchanges only – not changes in color or model.
If a customer wishes to exchange for a different product or color, they must follow the procedure outlined in section 7.b.
Only one exchange per order is allowed. Multiple items from the same order must be exchanged together in one shipment.
Return Conditions
Returned products must be in new condition, unused, and with all original tags.
Credit or store credit will only be issued once the returned item is verified to be undamaged and unworn.
Items returned that do not meet these conditions will not be eligible for a refund or credit.
Monetary Refund
If a customer wishes to receive a monetary refund, they will be offered two options. By purchasing on the LaPoetagar website, the customer agrees that special requests will not be accommodated.
7.a.
Refund to Original Payment Method:
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The refund will be issued only to the original payment method – this cannot be changed.
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A deduction of 18% from the order total plus a 50₪ cancellation fee will apply.
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For example, for a 100₪ product, the refund will be 40₪.
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The refund will be processed after the item is received and logged at LaPoetagar’s warehouse and will appear in the customer’s account within 5 business days.
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Our minimum cancellation fee is 30₪ and is not refundable under any condition.
7.b.
LaPoetagar Store Credit:
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Customers can opt to receive store credit for the full original order amount, valid on any product in the store.
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This requires mailing the item with tracking to the LaPoetagar warehouse.
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This credit option is granted at LaPoetagar’s discretion and does not guarantee exchanges for different models, colors, or variations.
Items Not Eligible for Return
Items purchased during sales, using coupon codes, or during end-of-season clearance can only be returned/exchanged within 48 hours of delivery, in accordance with local consumer protection laws.
Coupon & Store Credit Policy
Store credits (also referred to as gift codes, vouchers, or coupons) will be valid for 2 years from the date of issuance.
Additional Clarifications
All returns or refund requests must include the original order confirmation.
If the customer received a defective product, LaPoetagar will cover the return and ship a replacement at no cost – only if a photo or video proof is sent to our customer service email within 48 hours of delivery (as indicated by the tracking number).
Replacement of defective items is handled at the sole discretion of LaPoetagar.
Refunds or product exchanges for defective items are not available.
If a product is found defective, the only resolution is a replacement shipment, fully paid for by LaPoetagar. This replacement will count as the first and only eligible return or exchange.
Right to Cancel Orders
LaPoetagar and its website operators reserve the right to cancel any order at their sole discretion without prior notice or explanation.
In such cases, the customer will receive a full refund to the original payment method, and waives any claim against LaPoetagar for such cancellations.