מדיניות החזרים

Return and Refund Policy

Last Updated: 6/9/26

1. Manner of Returns

The User is entitled, within 30 days of receipt of the products, to receive a full refund (hereinafter: "Refund"), subject to the terms below.

2. Transaction Cancellation – General

The User is entitled to cancel a transaction for the purchase of products (hereinafter: "Goods") made through the Website (hereinafter: "Transaction"), only in accordance with the provisions of this Policy and subject to applicable consumer protection law.

This Policy summarizes the Company's transaction cancellation policy, which is subject to the provisions of applicable consumer protection law. In any case of conflict and/or inconsistency between the provisions of this Policy and the provisions of applicable consumer protection law, the provisions of the law shall prevail.

3. Manner of Transaction Cancellation

Cancellation of a transaction before the User has received the product they purchased shall be made by sending a cancellation notice to the following email address: support@trypups.com.

The cancellation notice shall include at least a full name and order reference (hereinafter: "Cancellation Notice"). It is hereby clarified that in the event a User did not properly close their order, including due to missing details in the order, i.e., failure to enter a name and/or payment method number, the Company shall be entitled to cancel the order within 14 days of the date of the order, at its sole discretion.

4. Dates and Conditions for Transaction Cancellation – General

Any User is entitled to cancel a transaction, for any reason, in accordance with the following dates and conditions:

For the purchase of a product – from the date of the transaction until 14 (fourteen) days from the date of receipt of the product or the date of receipt of the document containing the transaction details (hereinafter: "Disclosure Document"), whichever is later, provided that the product is returned in an undamaged condition.

5. Consequences of Transaction Cancellation

5.1 Cancellation Due to Defect or Non-Conformity

In the event that a User cancels a transaction due to a defect in the goods that are the subject of the transaction or due to a non-conformity between the goods purchased and the details provided in the Disclosure Document, or due to failure to supply the goods purchased by the stipulated date, the following provisions shall apply:

Within 14 (fourteen) days of the date of receipt of the Cancellation Notice, the Company shall refund the User that portion of the transaction price paid by the User, cancel the User's charge for the transaction, and provide the User with a copy of the notice of cancellation of the charge, and shall not charge the User any cancellation fees whatsoever. Any credit shall be effected solely through the payment method used for the order, in accordance with the time schedules of the clearing processor.

In the event that the User has received the goods purchased, they shall make them available to the Company at the place where the goods were delivered to them and shall notify the Company accordingly. The same shall apply with respect to any goods received by the User as a result of performing the transaction.

5.2 Cancellation for Other Reasons

In the event that a User cancels a transaction for reasons other than those enumerated above, the Company shall refund the User, within 14 (fourteen) days of the date of receipt of the Cancellation Notice, that portion of the transaction price paid by the User, cancel the User's charge for the transaction, provide the User with a copy of the notice of cancellation of the charge, and shall be entitled to charge the User a cancellation fee of 5% of the transaction amount or a fixed cancellation fee as permitted by applicable law, whichever is lower.

6. Cancellation of a Transaction by the Company

Without prejudice to the foregoing, the Company shall be entitled to cancel a transaction, including, but not limited to, in the following cases:

  • Out-of-stock inventory.
  • The User has committed an unlawful act and/or has violated provisions of the law.
  • The User has breached any of the Terms of Service.
  • The User has intentionally provided misleading personal information upon registration to the Website and/or thereafter.
  • The User has provided the username and password assigned to them, if assigned, for use by a third party, or to enable additional parties to view the service's content without having registered for it.
  • The User has a monetary debt to the Website and/or the Company and has not paid such debt despite the passage of the stipulated payment date.
  • In view of an act or omission of the User that may harm the operator and/or anyone on its behalf and/or the normal operation of the Website and/or advertisers and/or any third party.
  • In the event of an obvious and egregious clerical error in the description of a product, whether in the product's price or in the description of the product, constituting a technical or good-faith human error.
  • In the event of force majeure, including a pandemic and/or security incident that, in the Company's view, prevents performance of the transaction or delivery of the product.

Notice of cancellation of the transaction shall be delivered to the customer by telephone and/or in writing to the email address provided at the time of placing the order.

For the avoidance of doubt, the cancellation of a User's registration to the service due to non-payment on time shall not derogate from their obligation to pay in full all payments required to be transferred to the Company for the service.

7. Defective or Incorrect Products

A User who has received a defective product or a product that does not match the details provided to them at the time of ordering may contact the Company's customer service, and the Company shall arrange to provide them with a new product at the Company's expense, subject to the return of the defective or incorrect product.

8. Subscription Cancellations

For the cancellation of a recurring subscription, please see the Subscription Regulations, which govern all subscription-related cancellations, refunds, and pro-rata charges.

9. Contact

To initiate a return, request a refund, or ask any question regarding this Policy, please contact us: