Refund policy

Last updated: January 6, 2026

At Alena Diamonds, we want you to be happy with your purchase. This Return & Refund Policy explains your options for cancellations, returns, exchanges, and refunds.

Business details

Alena Diamonds (Company No. 316660745)
Address: Shoham 8, Ramat Gan, 5251006, Israel
Email: info@alenadiamonds.com

1) Consumer rights

Your cancellation and return rights are governed by the Israeli Consumer Protection Law, 1981 and its regulations. Nothing in this policy is intended to limit any mandatory rights you may have under applicable law.

2) How to request a return / cancellation

To request a cancellation, return, exchange, or refund, contact us at info@alenadiamonds.com and include:

Full name
Order number
Item(s) you want to return/cancel
Reason (optional, but helpful)
Photos (required if the issue is damage/defect/wrong item)

3) Return conditions

If your return is permitted under law and this policy:

Items must be unused, unworn, in original condition, and in original packaging, with any certificates/documentation (if provided).
Items showing signs of wear, alteration, damage, or third-party repair may be refused or may not qualify for a refund.

4) Custom / made-to-order / personalized items

Custom-made, made-to-order, or personalized items (including items made to your specifications, engraved items, custom sizes made specifically for you, or otherwise customized) may be excluded from cancellation/return rightswhere the law provides exceptions.
If you are unsure whether your item is considered custom, contact us before ordering.

5) Damaged, defective, or wrong item

If your order arrives damaged, defective, or you received the wrong item, contact us as soon as possible (preferably within 7 days of delivery) with photos.
If we confirm a manufacturing defect or an error on our part, we will offer an appropriate solution such as repair, replacement, or refund, as required by law.

6) Refunds

Approved refunds are issued to the original payment method.
Refund timing depends on the payment provider/bank processing times.
If a return is approved, refunds are processed after the item is received and inspected (unless law requires otherwise).

7) Cancellation / handling fees

Where permitted by law, we may charge cancellation fees (for example up to 5% of the transaction amount or 100 ILS, whichever is lower), and/or deduct non-refundable transaction fees if applicable.

8) Shipping fees and return shipping

Original shipping fees (if any) may be non-refundable unless required by law or the return is due to our error.
Return shipping costs are generally the customer’s responsibility unless the return is due to our confirmed mistake (wrong item) or a confirmed defect/non-conformity.