Cancellation & Returns Policy

Last updated: August 2026

1. Right to cancel a transaction (time-sensitive)

Under the Consumer Protection Law, 5741-1981, you may cancel a transaction within 14 days of receiving the product, provided the product is returned in its original packaging, sealed and unopened, and in the condition in which it was delivered.

Cancellation is subject to a cancellation fee of up to 5% of the product price or ₪100 — whichever is lower — unless the cancellation results from a defect in the product or a mismatch between the product and the details provided about it, in which case no cancellation fee will be charged.

2. Food products — please note

Coffee is a perishable food product. The Consumer Protection Law and its regulations sometimes exclude food products that have been opened, or that were specially made or roasted for the order, from the standard right of cancellation, except in the case of a defect or mismatch. Accordingly, a bag of coffee that has been opened cannot be returned for reasons of personal taste alone — but any bag that is defective, incorrect, or does not match what was ordered is eligible for a full return as detailed in section 4.

3. Cafe takeaway orders

Drinks and items ordered through the Site for self-collection are prepared specifically for you and very close to your pickup time, so they are treated differently from a sealed bag of coffee.

• Cancelling before preparation starts: you may cancel at no cost, provided preparation has not yet begun. To do so, please phone the cafe as soon as possible after sending the order.
• After preparation starts: as this is a food item made specifically for you, the order cannot be cancelled or refunded, except in the case of a defect or mismatch as set out below.
• Uncollected orders: an order not collected by the end of the business day on which it was placed will be treated as cancelled. Since payment is taken at collection, nothing will be charged for it — but we may block future orders from a phone number used to place orders that are repeatedly left uncollected.
• Wrong or poor-quality drink: if you received a drink or item that doesn't match what you ordered, or whose quality is poor, tell us at the cafe when you collect it or shortly after — and we'll replace it or credit you, at no cost.

Because we don't currently take online payment for takeaway orders, in most cases no refund is needed — a cancelled order simply isn't charged.

4. Defective or incorrect product

If you received a defective product, one different from what you ordered, or one damaged in shipping — please contact us within 7 days of receiving the shipment, with a photo of the product attached. In these cases:

• We will provide a full refund, including the original shipping cost, or
• We will send a replacement product, at your choice.

No cancellation fee will be charged in these cases.

5. How to cancel / request a refund

Please contact us in writing at hello@idoroasting.com, stating your order number and the details of your request. You may also reach us via the Contact page.

A refund, once approved, will be made using the same payment method actually used for the purchase, within up to 14 business days of the cancellation approval.

6. Shipping cost on cancellation

For a voluntary cancellation of a bagged-coffee order (section 1) — the cost of return shipping is borne by the customer. For a cancellation due to a defect or mismatch (section 4) — the shipping cost, both ways, is borne by the Company.

7. Questions

For any further questions about this policy, we're happy to help via the Contact page.