Policies and terms · RiseUp Sleep Lab
Shipping and refund policy
Orders are delivered within 21 business days of the transaction being approved, unless stated otherwise. You may cancel a purchase within 14 days of receiving the product or of receiving confirmation of the transaction — whichever is later. These terms govern purchases, delivery, refunds and warranty on this site.
Full text of the shipping and refund policy
Timescales at a glance
Products are delivered within 21 business days of the transaction being approved, unless stated otherwise. Under Israeli consumer protection law (the Consumer Protection Law, 5741-1981), you may cancel a purchase within 14 days of receiving the product or of receiving confirmation of the transaction, whichever is later. Where a product is faulty or does not match the order, a remedy or a full refund is provided within 10 business days.
| Subject | Timescale |
|---|---|
| Delivery of the product | Up to 21 business days from the date the transaction is approved, unless stated otherwise |
| Cancellation by the customer | Up to 14 days from receipt of the product or from receipt of confirmation of the transaction, whichever is later |
| Refund for a faulty or non-matching product | Up to 10 business days, at no additional charge to the customer |
| Refund where cancellation precedes dispatch | Up to 7 business days from receipt of the notice, less the cost of delivery if it was paid |
- Minimum age to purchase
- 18 and over
- Giving notice of cancellation
- In writing by email, or by phone
- Delivery charges
- Home delivery ₪39, or free pickup by prior arrangement
- Jurisdiction
- The competent court in the Tel Aviv District
Language: this English text is provided for your convenience. The Hebrew version of the shipping and refund policy is the binding one, and it prevails in the event of any discrepancy between the two.
Introduction: these terms are binding
This site is operated by RiseUp IL (the Company). These terms form a binding agreement between the person using the site (the customer) and the Company, and they govern use of the site, the terms of purchase and the shipping and returns policy.
Browsing the site and/or purchasing products confirms that the customer has read these terms, understood them and agreed to all of their provisions.
Age restriction
Purchases on this site are permitted to customers over the age of 18 only. Placing an order constitutes a declaration by the customer that they are 18 or over. The Company reserves the right to cancel any transaction carried out in breach of this provision.
Eligibility and placing an order
Purchasing on the site requires accurate details, including full name, address, telephone number, email address and payment details. The Company reserves the right to cancel any purchase made using false details.
- Completion of an order is conditional on approval by the credit card company and on notice of approval of the transaction being given to the customer.
- Order details and purchase information are stored in the Company system and displayed in a customer account record.
- If it turns out that a product is out of stock after an order has been placed, the Company will offer an alternative product or a full refund.
When will my order arrive?
Products are delivered within 21 business days of the date the transaction is approved, unless stated otherwise. Business days are Sunday to Thursday, excluding Fridays, Saturdays, the eves of public holidays and public holidays.
- A delay in delivery caused by force majeure, including strikes, security incidents, unusual weather conditions and the like, does not constitute a breach by the Company.
- In areas where access is restricted for security reasons, the Company may deliver the products to a nearby, agreed location, coordinated in advance with the customer.
Delivery charges
Delivery charges are paid separately by the customer, unless otherwise agreed. Home delivery anywhere in Israel costs ₪39, which is calculated and paid when the order is placed on the site.
You can also collect your order free of charge from 9 HaSivim St., Petah Tikva — by prior arrangement only, Sunday to Thursday between 09:00 and 17:30.
How do I cancel a purchase?
Under Israeli consumer protection law (the Consumer Protection Law, 5741-1981), a customer may cancel a purchase made on the site within 14 days of receiving the product or of receiving confirmation of the transaction, whichever is later.
How to give notice
Notice of cancellation is given in writing to support@riseup-il.co.il, or by phone on 077-644-1888. The notice should include:
- Full name.
- Israeli ID (Teudat Zehut) number.
- Original invoice number.
- The reason for cancelling.
Faulty or non-matching products
Where a product is faulty, or does not match the order (for example a different size or colour), the Company will supply a replacement part, carry out a repair, or provide a full refund within 10 business days, and will not charge the customer anything further.
Cancelling for a reason other than a fault
Where a purchase is cancelled for a reason other than a fault or a mismatch, and the notice of cancellation reaches us before the product has been dispatched, a refund is made within 7 business days of receipt of the notice, less the cost of delivery if it was paid.
Where the product has already been sent to the customer, a refund is given subject to the product being returned to the Company:
- In sound condition, new and unused.
- In its original packaging, including all of its parts, accessories and accompanying documents.
- Through a carrier appointed by the Company only.
The cost of delivery is not included in the refund and is payable in full, including where the product is returned.
Warranty certificate
The Company undertakes to repair any defect arising from manufacture or from faulty material, in accordance with the warranty given by the manufacturer.
- The warranty applies to domestic use only.
- The warranty does not apply to products sold from display or as second-quality goods.
- Incorrect use, including prolonged exposure to water, voids the warranty.
The full warranty terms for RiseUp pillows — the warranty period, what is covered and how to make a claim — are set out on the product warranty page.
General provisions and jurisdiction
The Company reserves the right to change these terms at any time. The updated terms are published on the site and apply to new purchases only.
For questions and clarifications, please contact customer service using the email address or telephone number set out above. Exclusive jurisdiction over any dispute lies with the competent court in the Tel Aviv District only.
Contact and customer service
RiseUp Sleep Lab customer service is available Sunday to Thursday, 09:00-17:30, and handles cancellation notices, delivery queries and returns. When giving notice of cancellation, please include your full name, Israeli ID (Teudat Zehut) number, original invoice number and the reason for cancelling.
- Phone
- 077-644-1888
- Address
- 9 HaSivim St., Petah Tikva 4959370, Israel (pickup by prior arrangement only)