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Refund & Cancellation Policy

Last updated: 5/8/26

At Lomexo we want you and your pet to be happy with every order. This policy explains when you can cancel, how to return an item, and how refunds are processed. It is written to comply with the Israeli Consumer Protection Law, 5741-1981.

1. Your right to cancel (14 days)

You may cancel your purchase within 14 days of the day you receive the product, or the day you receive this policy document, whichever is later.

If you are a senior citizen (65+), a new immigrant, or a person with a disability, your cancellation period is extended to four months from the date of purchase, provided the sale involved a conversation between us (including electronic correspondence). We may ask for proof of eligibility.

2. How to cancel

Send us a cancellation request by any of the following:

• Email: 
• WhatsApp / phone: 
• Contact form: 

Please include your order number and the name of the item. We will confirm receipt of your request in writing.

3. Condition of returned items

To be eligible for a refund, the item must be:

• Unused and unwashed, with no damage caused after delivery
• In its original packaging, with all tags and accessories included

For hygiene reasons, the following cannot be returned once opened or used: grooming brushes and combs, nail clippers and grinders, toothbrushes, feeding bowls and water fountains that have been filled, and any item that has been in direct contact with an animal.

This does not affect your rights if the item arrives faulty, damaged, or different from what was ordered — see section 6.

4. Return shipping

Unless the item is faulty or was sent in error, the cost of returning the item is yours. We recommend a tracked service; we cannot refund items that do not reach us.

Return address: 

5. Cancellation fee

Where the law permits, we may deduct a cancellation fee of 5% of the transaction value or ₪100 — whichever is lower. No cancellation fee is charged when the item is faulty, damaged, or not as described.

6. Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, contact us within 14 days of delivery with photographs of the item and its packaging. We will arrange a free return and give you the choice of a full refund or a replacement, including any shipping you paid.

7. How refunds are issued

• Refunds are made to the original payment method.
• We process refunds within 14 days of receiving the returned item, or of accepting your cancellation where no return is required.
• Your bank or card issuer may take a further 3–10 business days to show the money.
• Original shipping charges are refunded only when the item was faulty, damaged, incorrect, or when you cancelled before dispatch.

8. Orders not yet dispatched

If you contact us before your order is dispatched, we will cancel it and refund you in full, with no cancellation fee.

9. Late or missing deliveries

Our products are shipped from international warehouses and typically arrive within [X–Y] business days. If your order has not arrived within [Z] days, contact us and we will investigate, and offer a full refund or a replacement where the parcel cannot be traced.

10. Contact

Lomexo

Email: shoplomexo.com

Phone: +972 528788112