Cancellation, Returns and Exchanges Policy
At Pets2Fly, we understand that transportation and pet relocation are complex processes that require maximum precision and perfect equipment matching. Our top priority is that you feel 100% confident that the equipment you purchased for your pet is of the highest quality and best suited for them.
We are committed to a fair and transparent service experience, and therefore our cancellation and return policy operates in full compliance with the provisions of the Consumer Protection Law, 1981 and its regulations. We are here to support you at every stage – from purchase to safe relocation – and are committed to handling every return request professionally, efficiently, and in accordance with the law.
Timeframe for Cancellation/Return
A transaction can be canceled and products returned within 14 days from the date of receiving the product, or from the date of receiving a document containing the transaction details (whichever is later).
Persons with disabilities, senior citizens, and new immigrants – may cancel a transaction within 4 months from the date of receiving the product, subject to presenting appropriate documentation and provided that the transaction included a conversation (including electronic communication).
Conditions for Returning a Product
To be eligible for a refund, the product must meet the following conditions:
- The product is completely new and has not been used.
- The product is in its original packaging, unopened and undamaged.
- Transactions cannot be canceled for products custom-made for the consumer according to specific measurements or special requirements (e.g., custom wooden flight crates).
Return Process and Shipping Address
To make a return, please follow these steps:
- Contact our customer service by phone (079-5599111) or email (info@pets2fly.com).
- After coordination, you must deliver the product to our office at: 712 Har Turaan, Maccabim.
- Please note: The responsibility for returning the product to our office, including shipping costs, lies solely with the customer.
Cancellation Fees and Refunds
- In case of transaction cancellation (not due to a defect), a cancellation fee of 5% of the product price or 100 ₪ (whichever is lower) will be charged.
- If the transaction was made by credit card, the company may also charge the transaction fees incurred by the credit card company.
- Shipping fees: If the product was shipped to the customer, the original shipping cost is non-refundable.
- Refund: The refund will be issued within 14 days from receiving the cancellation notice and the returned product, using the same payment method (credit card, cash, Bit, or bank transfer).
Defective Product
In case of receiving a defective product or a product that does not match the order, please notify us immediately. In such cases, the return will be processed without cancellation fees, and we will arrange a replacement or full refund.
We’re Here for Any Questions!
At Pets2Fly, we believe that excellent customer service does not end with the sale, but continues afterward. If you have any doubts regarding equipment suitability, need advice about international flight standards (IATA), or require assistance with the return process – do not hesitate to contact us. Our professional team is available for you and your pet to ensure a smooth and safe journey to any destination worldwide.
