Order cancellation
You can cancel an order here. This is a dedicated online cancellation route, as required by the Consumer Protection Law.
What to include
- your first and last name.
- the order number and purchase date.
- the product or animal being cancelled.
- the reason for cancelling — if it is due to a defect or a breach on our side, no cancellation fee is charged.
- a convenient way to reach you: phone or email.
Cancellation terms
- For a standard product, the cancellation period is 14 days from receiving the product or the mandatory transaction disclosure document, whichever is later.
- Senior citizens, new immigrants and people with disabilities may be entitled to an extended cancellation period of up to four months.
- For a cancellation not due to a defect, Pet Town may charge a cancellation fee of no more than 5% of the transaction value or ₪100, whichever is lower.
- Refunds are issued using the same payment method, unless otherwise agreed with the customer, within the period required by law.
- A live animal must not be sent by mail or courier — for a cancellation or complaint, contact us first and we will agree the process with the animal's welfare in mind.
Other ways to cancel
You can also cancel by email at info@pet-town.co.il, by phone or WhatsApp on 050-8953661, or in person at the store in Moshav Ramot Meir.
We confirm receipt of a request within two business days and provide a substantive response within seven business days. These are service timeframes and do not reduce the rights and deadlines provided by law.