Shipping and Returns

Cancellation Policy

The use of masculine gender is for convenience only, and wherever masculine gender is used, it also implicitly refers to feminine gender and vice versa.

General:

  1. A customer may cancel a transaction in accordance with the cancellation provisions as stated herein and in the website's terms and conditions, and in accordance with the Consumer Protection Law, 5741-1981, and the regulations thereunder (in case of inconsistency between the company's provisions and the law's provisions, the law's provisions shall prevail).

  2. In the event of such a cancellation, we shall be entitled to deduct from the refund amount 5% of the amount stated in the order or 100 New Israeli Shekels, whichever is lower, for each order or, if it involves multiple activities, for each activity.

  3. The ESSENCE SPA COLLECTION chain (hereinafter: "the Chain") operates spa complexes at various locations in Israel.


Cancellation of gift vouchers:

  1. Cancellation of a voucher purchase from the website shall be in accordance with the provisions of the Consumer Protection Law, 5741-1981, regarding distance selling.

  2. Provided that 14 days have not passed since the purchase date, the voucher has not been used, and/or no treatment has been scheduled using the voucher, and subject to the other terms of the regulations – a refund will be issued for the voucher, less a cancellation fee of 5% of the transaction price or 100 NIS, whichever is lower.
    To cancel, please contact us in writing via the website's customer service or by email to reception@kedemspahouse.com, including the purchaser's details, including ID number, and the voucher details.


Cancellation in case of reservations made for one of our spas:

  1. For online booking cancellations, the cancellation policy detailed in the booking confirmation sent after the booking is made will apply.

  2. If more than 14 days have passed since an online reservation was made for one of the chain's branches, we will be entitled to deduct an amount of 30 percent from the total order.

  3. Notwithstanding the above, in the event that the cancellation of the reservation (regardless of the booking date) is made 48 hours (or less) before the scheduled start time of the treatment and/or in the event that the customer did not actually arrive to receive the service for which they paid, the customer will be charged the full amount of the reservation.

  4. Cancellation of group bookings (multiple treatments purchased together, starting from 6 treatments) is possible without charge as long as it is done up to 5 days before the scheduled start date of the first treatment. Cancellation within 5 days and up to 48 hours before the first treatment will incur a cancellation fee of 50% of the cost of the canceled treatments, while cancellation within 48 hours or less will incur a full charge for all group members who requested to cancel their booking.


   How to cancel an order:

  1. You can notify us of the cancellation by any of the following cancellation methods:

  • Via WhatsApp 0547875550 or return to the spa at Kidumim Square 5, Tel Aviv – Jaffa.

  • By registered mail to the address: Kidumim Square 5, Tel Aviv – Jaffa – KEDEM SPA HOUSE.

  • By email to the company's customer service email address reception@kedemspahouse.com

  1. In the cancellation notice, the customer must provide their name and ID number, as well as the details of the transaction the customer wishes to cancel. When providing a cancellation notice by phone, an additional identifying detail must also be provided: the last 4 digits of the credit card used for the transaction.

  2. Notwithstanding the above, a person with a disability, a senior citizen, or a new immigrant may cancel a transaction within four months from the date of its making, from the date of receipt of the product, or from the date of receipt of the tax invoice and an explanatory sheet with the transaction details as required by law, whichever is later, provided that the transaction involves a conversation between the company and the customer as stated (including a conversation via electronic communication). The company may request from the customer a certificate, as detailed in the law, proving that they are a person with a disability, a senior citizen, or a new immigrant, as applicable.


Cancellation in case of physical product purchase:

  1. Cancellation of a transaction relating to the purchase of a product: Cancellation will be made within 14 days from the date of receipt of the product or from the date of receipt of a notice from the courier company with the order details as required by law, whichever is later.

  2. Cancellation of a purchase made by the customer on the website will be done by the customer providing a cancellation notice to the company. If you wish to cancel the transaction, you are requested to keep the order confirmation and avoid using the products you intend to return.

  3. The refund is contingent on returning the product to us, in person, at one of our branches.

  4. Upon receipt of the order, the customer will inspect the product(s) and notify the company if any product received is defective or significantly different from what is displayed on the website. In case of cancellation due to a defect in the product or a discrepancy between the product and the details provided to the consumer regarding the product, or due to non-delivery of the product, or the service at the scheduled time, or any other breach of contract ("discrepancy"), the company will, within 14 days of receiving the cancellation notice, refund the portion of the transaction price paid by the consumer for the defective product, cancel the charge for the transaction, provide a copy of the charge cancellation notice, and not charge any cancellation fees from the consumer, all in accordance with the provisions of the law.

  5. Cancellation of an order before the product(s) are shipped to the customer (before leaving the company's warehouses) will not incur a cancellation fee. Cancellation of an order after the product(s) are shipped (after leaving the company's warehouses) will incur a cancellation fee of 5% of the price of the goods or 100 New Israeli Shekels, whichever is lower. A refund will be issued in accordance with the provisions of the law.

  6. The right of a consumer to cancel a transaction does not derogate from the company's right to claim damages in the event of the return of products whose value has decreased as a result of significant deterioration in their condition while in the consumer's possession, including in the event of the return of a product that has been used, whose packaging has been opened or damaged, that has been damaged, that has been spoiled, and/or that has suffered any damage. You are requested to avoid causing damage to the product, to avoid using the product, and to return it without any defect and/or damage of any kind whatsoever.

  7. In any case, the company shall not bear any responsibility if the cost thereof exceeds the value of the purchased product, nor for any indirect damage and/or consequential damage. Furthermore, the company is not responsible for any use made by the customer and/or the orderer that is not in accordance with the manufacturer's and/or the company's instructions, including washing instructions and/or any other instructions relating to the use of the products.

  8. The right to cancel the transaction will not apply to products listed in the law and, among others, in the following cases:

  1. Products ordered and assembled specifically for the consumer due to the order;

  2. Products that are recordable, reproducible, or replicable. Perishable products (with short shelf life).

  1. Products purchased under "special sale" conditions (e.g., second item at 50% off) will be returned under the same purchase conditions (if all products are returned). If only some of the products are returned, a refund and/or credit (as applicable) will be given according to the proportional discount rate actually applied to the product at the time of purchase.

Spa subscription cancellation:

  1. If you purchased a subscription including multiple spa days at any of the chain's branches (by phone, online, or any other method), you can cancel the subscription up to 14 days from the purchase date, as long as you have not utilized any part of the subscription. In such a cancellation, we will be entitled to deduct from the refund amount 5% of the amount stated in the order or 100 New Israeli Shekels, and we will, of course, cancel the entire subscription.

  2. If some spa days have been utilized, the number of utilized spa days will be deducted according to the price list of a single spa day.



General Provisions relating to ESSENCE SPA COLLECTION branches

  1. For the avoidance of doubt, all our spas are located in hotels, with the exception of the KEDEM SPA HOUSE wellness complex, which is located in Old Jaffa.

  2. The Chain reserves the right to update, change, and amend at any time the locations of the various branches, prices, and products offered at each branch. The Chain also reserves the right to add additional pricing categories.

  3. The chain reserves the right to add additional spas to the chain's operations, as well as to remove spas from the chain's operations.

  4. Any change made by the Chain in the selection of spas operating under the Chain will not affect the purchase terms and cancellation policy, and the purchaser cannot claim that the change in the selection of spas operating within the Chain harms the purchase terms.

  5. In the event that an open gift voucher was previously purchased for a spa that was once part of the chain and is no longer among the chain's branches, the purchaser will be able to redeem the voucher at another spa within the chain according to the type of treatment purchased. If there is a price difference in other branches, the customer can redeem it at any of the branches subject to an additional payment for the difference in the price of the spa day and/or package. It is clarified that the voucher cannot be canceled in the event of a branch closure.