Return Policy

Thank you for choosing Israelactu.

Each of our island-themed products carries the inspiration and warmth of the ocean.

If the item you received does not meet your expectations, we hope to help alleviate your inconvenience and disappointment with a transparent, friendly, and respectful return process.

After-sales service should also be as gentle and considerate as the sea breeze; therefore, we provide the following detailed return policy.

1. Eligibility for Returns

To ensure a worry-free shopping experience for every customer, we accept return requests in the following situations:

Damaged or Quality Issues

If you receive a product with any of the following conditions, you can request a return or replacement:

  • Apparent damage, dents, or cracks
  • Defects in product materials or artistry
  • Unable to function properly due to damage during transportation
  • Deformed product structure or unable to be assembled/placed normally
  • Cracked mirror, deformed basket structure due to pressure, etc. (Applicable to our island-themed home furnishing category)

Incorrect Shipment

Including but not limited to:

  • Incorrect color
  • Incorrect model or size
  • Incorrect quantity
  • Incorrectly shipped product

Defects that Seriously Affect Use

If a defect, even if it does not affect basic use, significantly deviates from the product's normal condition, we also accept return requests.

Returns are not supported in the following situations:

  • Due to changes in subjective preference (e.g., color is lighter/darker than expected, style does not match)
  • Due to inaccurate customer measurements, the size did not meet expectations.
  • The product has been visibly used, washed, or otherwise affected in a way that affects its resale value.
  • The product has a slightly unpleasant odor (odors from product materials and sealing during transportation are normal)
  • The return request period has expired.
  • Due to human-caused damage (e.g., damage from rough handling, improper use, etc.)

2. Return Window/Return Request Period

You can submit a return request within 14 days of receiving the product.

We recommend that you inspect the goods as soon as possible after receiving the package:

  • Please take photos of the outer box before opening the packaging.
  • If you notice any damage, please get in touch with us within 48 hours.
  • Please keep all packaging materials (cardboard box, filler, etc.) for return purposes or as a record.

To expedite the review, please provide:

  • Order number
  • Clear photos or videos of the product issue (at least 2-4 photos)
  • Photos of the outer box (including the shipping label)
  • A brief description of the problem
  • If the item is a mirror, please provide photos from multiple angles to confirm the extent of the damage.

We will reply with the review results within 2-4 business days.

3. Return Process

Step 1: Contact After-Sales Customer Service

Please get in touch with us via email:

israelactu@hotmail.com

Step 2: Submit Supporting Documents

Please send photos and videos of the problem, the order number, and a description of the problem.

We will provide further guidance after review.

Step 3: Review and Confirmation

After approval, we will provide corresponding solutions based on the issue type:

  • Return and Refund
  • Free Replacement
  • Refund without Return (often used for visibly damaged goods)
  • Partial Refund (for minor defects where the customer wishes to keep the item)

Step 4: Return Shipping (if Requested)

If the item needs to be returned, please ensure:

  • Use the original packaging or equivalent protective packaging.
  • Fragile items, such as mirrors, require additional reinforcement.
  • Please provide us with the tracking number after shipping.

Step 5: Acceptance and Refund

After receiving and inspecting the goods, we will process the Refund within 3–7 business days.

4. Return Shipping Costs

Returns Due to Product Issues (We Bear the Cost)

In the following cases, Israelactu will bear the return shipping costs:

  • Product quality issues, damage
  • Incorrect shipment
  • Damage caused during transportation renders the product unusable.

We may provide:

  • Free return labels
  • Direct Refund without Return
  • Direct replacement without return

Returns Due to Customer Reasons (Customer Bears the Cost)

Including:

  • Dislike/Change of mind.
  • Size or style does not meet expectations.
  • Failure to correctly determine the intended use based on product information

In such cases:

  • The customer is responsible for the return shipping costs.
  • If the product affects resale, we may charge a depreciation fee.

5. Non-Returnable Items

The following types of items cannot be returned:

  • Marked as Final Sale / Products not eligible for Return:
  • Items that are obviously used, soiled, or damaged.
  • Items that have been modified, disassembled, cut, or washed by the customer.
  • Items for which photos or proof of the problem cannot be provided.
  • Customized items (e.g., specially requested colors or materials).

6. Damaged or Lost Parcels

Cross-border shipping sometimes encounters uncontrollable factors, such as:

  • Severely damaged parcels
  • No updates on logistics for an extended period
  • Parcels showing as signed for but not received
  • Lost in transit

In these situations, we will:

  • Assist in contacting the carrier.
  • Investigate the parcel's condition.
  • Provide a replacement or a Refund based on the actual situation.
  • In most cases, the customer is not liable.

We recommend that you contact us within 48 hours of discovering the problem.

7. Refund Method

  • The Refund will be returned to your original payment method (e.g., bank card, PayPal, etc.).
  • Processing Time: 3–7 business days
  • Arrival Time: Depends on the bank or payment platform (usually 3–15 days)

We will send a confirmation email as proof after your Return and refund application is successful.

8. Exchanges

Currently, we do not support direct exchanges.

If you need a different style or color, we suggest:

  1. Submit a return request.
  2. Please complete the return process after approval.
  3. Reorder the desired item.

9. Thank You

We understand that cross-border shopping requires more time, trust, and patience than local shopping.
If the product does not meet your expectations, we hope to help you resolve the issue with sincere, transparent after-sales service rather than adding to your troubles.

Thank you for allowing us to bring Israelactu's island-style design into your life.
If you need assistance, advice, or support, we are always here.