Consumer Protection and Fair Trade Authority — Consumer Rights for New Immigrants

Source: Israeli Government Guide for New Immigrants · 2026-05

105 The Consumer Protection and Fair Trade Authority )HaRashut LeHaganat Hatzarchan Ulesachar Hogen) is an independent intergovernmental authority. It acts to promote fair trade in all forms of marketing and selling on the basis of balancing the economic interests of the consumer vis-à-vis those of the business, while granting protection to the consumers and empowering them opposite the business. The actions are intended to increase informed consumption, enhance competition and reduce the cost of living. As part of its activities, the Authority protects the public and prevents attempts to harm its rights. In addition the Authority acts to increase the consumers’ awareness of their rights. Following is general information about the right to cancel a deal, the right of the consumer to a warranty and to post- sales service, and to prohibition of deception and ro exertion of unfair influence. A frontal business transaction In a frontal business transaction (conducted face-to-face on the business’s premises) the consumer has the right to cancel the transaction under the following conditions:

1. The price of the product is more than NIS 50.
2. The consumer who purchased the product did not damage or use it. Most products and services can be returned or canceled within 14 days. Clothing, shoes and jewelry may be returned within 2 days that are not business days, as long as the price tag has not been removed. Products that by law may not be returned: food products, medicines, perishable goods such as flowers, information as defined in the Computers Law, products that can be recorded, reproduced or duplicated, that the consumer opened their original packaging, undergarments, gas, a piece of jewelry for which the price paid is higher than NIS 3,000, and other items. Smart Consumerism

106 A business transaction at a distance A business transaction at a distance is a transaction that is carried out without the physical presence of both parties - via internet, mail, telephone, fax, radio, television and other platforms. The business must disclose all relevant information regarding the deal during the marketing process: the details of the business, main features of the product or service, price, date and method of supplying the product or service, the warranty, terms of cancellation of the transaction and more. A consumer may cancel a transaction at a distance within fourteen days from the date of closing the transaction or the date of receiving the document containing the details of the transaction, whichever is later. Use of the product does not preclude the consumer’s right to cancel the transaction. It is the consumer’s responsibility to return the product to the business when canceling a transaction, except when the product arrived defective. Transactions for the purchase of the following products are noncancelable: perishable products (such as food, medicines and newspapers), all information as defined in the Computers Law, products that can be recorded, duplicated or copied, that the consumer opened their original packaging, and other items. Canceling a transaction for the provision of services: the transaction can be canceled within 14 days from the date of closing the transaction or from the date of receiving the disclosure document, whichever is later, provided that the cancellation is made at least 2 days that are not non-working days prior to the date the service is to be provided. (In case of cancellation of transactions for accommodations, travel, leisure or recreational services-on condition that prior to the date of the service there are more than 7 days that are not non-working days).

107 Method of cancelation and a cancelation fee In transactions that the consumer has the right of cancellation (all types of transactions) it is possible to do so in the following ways: orally - by telephone or by oral notice at the place of business, by registered mail, by e-mail, by facsimile, or by internet. The cancelation will be dependent on the presentation of a receipt, a printout of a cash register or a return slip. A consumer who cancels a transaction is required to pay a cancellation fee. The cancellation fee is the same for all transactions: 5% of the transaction payment or 100 NIS - whichever is lower. In the event of a defect in the product, a discrepancy between the product or service and the details provided or a failure to deliver on time, the business may not charge a cancellation fee. Warranty Period and responsibility for repairs after a sale The warranty and post-sales service regulations apply to manufacturers, importers, wholesalers or retailers of the following products: electric appliances, new electronic and gas products, as long as the price of these products is higher than 150 NIS. Usually the warranty is for a period of one year from the date of delivery of the product to the consumer. Repairing a defect during the warranty period means returning the product to the condition it was in before the defect without charge. If the defect occurred after the purchase, the manufacturer will not be responsible for fixing the defect. Prohibition of deception and exerting unfair influence Prohibition of deception A business is not permitted to commit any action, actively or by default that may mislead a consumer regarding any essential aspect of a transaction. The business must provide the consumer with any essential information regarding the purchase of a product or service that are offered. Prohibition of exerting unfair influence The consumer must be allowed to make a decision on whether to enter into a transaction, without exerting any means that may infringe on the freedom of engagement.

108 Examples of unfair influence: restricting the consumer’s ability to leave the place of business, repeated contact with the consumer, exploitation of the consumer’s disability, exploitation of the fact that the consumer does not understand the language, intimidation, providing the consumer with a product or service without the express request of the consumer, and more. “The Finance Sting” The phenomenon of financial stingers is an example of consumer deception and unfair influence: various entities (“stingers”) promise consumers to provide certain services, and in doing so, charge each consumer hundreds and thousands of shekels for opening a portfolio, but the promised service is not provided. In other instances, there is a deception in the price of the service or the nature of the service. The phenomenon is more common among consumers who do not speak Hebrew. What can be done in a case of a breach of the consumer protection law If your consumer right was infringed or if you were exposed to a breach of the law, you can turn to the Consumer Protection and Fair Trade Authority. The Authority is in charge of the following: deception, exploitation of distress and unfair influence, overcharging or charging without permission, price presentation and product marking, responsibility and service, not receiving information and obligatory documents and cancellation of a transaction. The Authority has the power to enforce the law - to investigate the case, impose fines and if necessary involve the court. In addition, if the business refuses to return the money or cancel the payment, you have the option of turning to the small claims court for compensation of up to 10,000 NIS (depending on the court’s decision) without having to prove damage. Details for contacting the Consumer Protection and Fair Trade Authority Telephone: 073-3717777 Fax: 073-3717790 Address: 5 Nahum Haftzadi Street, Jerusalem 9548401

109 Submitting an online complaint: https://www.gov.il/he/Departments/General/cpfta_file_a_complaint_1 In the booklet “Smart Consumerism” published by the Consumer Protection and Fair Trade Authority together with the Publications Department of the Ministry of Aliyah and Integration, one can find additional information about the right of cancellation of a transaction. One can receive the booklet in different languages at the branches of the Ministry or at the following link: https://www.gov.il/en/Departments/General/consumerism