Transaction Cancellation Policy
Last updated: September 2025
Nespresso Israel Ltd. (the “Company”) is striving to provide its customers with the highest quality products and services under strict quality control.
If for any reason you are not satisfied with the product you purchased from us, you may exchange it for another product or return it, subject to the terms of this policy and in accordance with the Consumer Protection law.
A. Cancellation of a Distanced Transaction
In a distanced transaction, the consumer may cancel the transaction within fourteen days from the date it was made, from the date of receipt of the goods, or from the date of receipt of the disclosure document (as defined in the Terms of Use), whichever is later.
Notwithstanding the foregoing, in a distanced transaction entered into with a consumer who is a person with a disability, a senior citizen, or an immigrant (as defined in the Consumer Protection Law), the consumer may cancel the contract within four months from the date it was made, from the date of receipt of the goods, or from the date of receipt of the disclosure document, whichever is later, provided that the communication in the transaction included a conversation between the merchant and the consumer, including a conversation by means of electronic communication. It is clarified that the company may request documentation to prove that the customer is a person with a disability, a senior citizen or an immigrant, as the case may be.
Such cancellation of a transaction shall be made by submitting a cancellation notice as detailed in Section D (Cancellation Notice and Cancellation Methods) below.
In the event of a cancellation of a transaction in accordance with the provisions set forth above, the company shall return within 14 days of receipt of the cancellation notice the portion of the purchase price actually paid by the customer for the product whose purchase is sought to be canceled, and the company shall cancel the charge for the purchase.
In accordance with the Consumer Protection Regulations, the company may charge a cancellation fee of NIS 100 or 5% of the product price, whichever is lower. Notwithstanding the foregoing, Nespresso allows cancellation of a transaction and return of machines and accessories without charging a cancellation fee. For the avoidance of doubt, if the transaction was canceled due to a defect in the product, a mismatch between the product and the details provided to the customer in the disclosure document, failure to deliver the product on time or due to another breach by the company, no cancellation fee will be charged from the customer.
B. Cancellation of Transactions in Boutiques
Cancellation of a sale of food products (including coffee products) bought in boutiques - In accordance with the provisions of the Consumer Protection Regulations (Cancellation of a Transaction), 5771-2010 ("Consumer Protection Regulations"), the right to cancel a transaction does not apply to coffee and food products. Nevertheless, the company, going beyond what is legally required, allows the cancellation of a sale of food products (including coffee products) made in the company's boutiques within 14 days of receipt of the product, subject to the presentation of an invoice as proof of purchase, and subject to a cancellation fee of NIS 100 or 5% of the product price, whichever is lower..
Cancellation of a sale of products other than food products - This shall be done in accordance with the Consumer Protection Regulations and within fourteen days of receipt of the goods/property.
In accordance with the Consumer Protection Regulations, subject to the provisions of Section 4 hereunder, in the event of a cancellation of a transaction in boutiques, the company may charge a cancellation fee of NIS 100 or 5% of the product price, whichever is lower. Notwithstanding the foregoing, Nespresso allows cancellation of a transaction and return of machines and accessories without charging a cancellation fee. For the avoidance of doubt, if the transaction was canceled due to a defect in the product, a mismatch between the product and the details provided to the customer in the disclosure document, failure to deliver the product on time or due to another breach by the company, no cancellation fee will be charged from the customer.
It is clarified that cancellation of a transaction under this section is conditional upon the return of the product without damage and without it having been used.
Cancellation of a transaction due to a defect in the product for which the company is responsible and/or due to a mismatch of the product supplied shall be done without charging a cancellation fee.
C. General
- Cancellation of a combined transaction for the purchase of multiple products under "special sales" and/or promotions and/or benefits (e.g., buy X get Y, second one at 50%, 1+1, etc.) is subject to cancellation in accordance with this policy, provided that the entire transaction is canceled for all products included therein. It is clarified that partial cancellation of a transaction or exchange of only some of the products included in the transaction will not be permitted.
- Refunds will be made in accordance with the provisions and timelines set forth in the Consumer Protection Law and Regulations.
- Products can be returned by bringing them to any of the company's boutique stores, as detailed in Section D (Cancellation Notice and Cancellation Methods). Customers may use the company's shipping services for returns as part of a transaction cancellation, in exchange for a fee according to the company's shipping rates. To inquire about rates, please contact customer service. Notwithstanding the foregoing, charges for shipping services for returns will not apply in the event of a cancellation due to a defect in the product and/or due to a mismatch between the product supplied and that stated on the website or disclosure document or due to failure to deliver the product by the specified date or due to any other breach of the terms of the transaction by the Comapny.
- In the event that a transaction canceled by the customer has entitled the customer to any benefits or points under the points program, upon cancellation of the transaction, the entitlement to benefits and points granted to the customer under that transaction will also be canceled.
- Information regarding the terms of cancellation and refunds for products purchased by redeeming points, including in combined transactions, promotions, and/or benefits, can be found in Nespresso's benefits program regulations .
- It is clarified that no refund can be obtained for products purchased by redeeming points.
- Special Provisions Regarding Cancellation of a Repair Service Purchase After the Warranty Period
Please refer to the Company's Warranty and Service Policy for details regarding the applicable terms for cancelling a repair service purchase after the end of the warranty period.
D. Cancellation Notice and Cancellation Methods
If you are entitled to cancel a transaction in accordance with the terms of this policy as detailed above, and in accordance with the Consumer Protection Law, you may do so by submitting a cancellation notice in any of the following ways:
By contacting the customer service hotline between the hours of:
Sunday-Thursday - 8:00 - 20:00
Friday - 8:00 – 15:00
Phone number: 03-9241334 or 2500*
By Israel Post:
Shaham 36, Petach Tikva 4951729
By Email: ILCS@NESPRESSO.COM
By contacting Nespresso’s boutiques: Boutique locator and hours | Nespresso Israel (nespresso.com)
To cancel a transaction using a dedicated online form, click here.
*Please select 'Cancel transaction/order' as the subject of your message in the form.
The cancellation notice should include the client’s name and ID number, and in a verbal notification the client should also provide the phone number by which he identified in the company's records.
It is clarified that this policy does not derogate from the provisions of the Consumer Protection Law, 5741-1981, including with respect to the cancellation of a transaction.
This policy does not apply to products purchased at a Nespresso duty-free shop operated by a third party, which may have a different policy.