Refund Policy

Lowkey operates in accordance with the Israeli Consumer Protection Law, 1981, and its ensuing regulations. We want you to be completely satisfied with your purchase. If for any reason you need to return an item, please review our cancellation and return conditions below.

1. Conditions for Returns and Cancellations

You may cancel a transaction and return the product within 14 days from the date of receiving the shipment, strictly subject to the following cumulative conditions:

  • The product has not been worn, washed, or used in any way.

  • The product is returned in its original packaging in perfect, undamaged condition.

  • All original product tags remain fully attached to the item and have not been removed.

2. Cancellation Fees & Return Shipping Costs

  • Returns Due to Change of Mind (Remorse): In the event of a cancellation not caused by a product defect or an inconsistency with the order, the customer will be charged a cancellation fee of 5% of the transaction price or 100 NIS (whichever is lower), as stipulated by law. Additionally, the cost of shipping the returned product back to the company's warehouse shall be borne entirely by the customer.

  • Returns Due to Defect or Non-Conformity: If a return is required due to a manufacturing defect or a discrepancy in the item sent, the customer will receive a full refund, no cancellation fees will be charged.

3. The Refund Process

Refunds will be issued to the original method of payment used for the transaction.

  • The refund will be processed within 14 business days from the date the returned product is received and inspected for quality at our warehouse.

  • Business Days Definition: Please note that our business days operate according to the Israeli calendar, defined as Sunday through Thursday, excluding Fridays, Saturdays, holiday eves, and public holidays.

4. Product Warranty & Usage Guidelines

The Company commits to providing new, intact products that are materially identical to their descriptions and the images displayed on the website.

Scope of Warranty: The warranty for our products covers manufacturing defects only, provided they are discovered immediately upon receipt of the product. The Business shall not be held liable, and the warranty will not cover damages in the following cases:

  • Reasonable wear and tear resulting from standard use of the product.

  • Damage caused by improper, negligent, or malicious use.

  • Care Instructions: Damage caused to the product (such as shrinking, fading, or unraveling) as a result of washing, drying, or ironing contrary to the manufacturer's care instructions explicitly stated on the garment's label.

  • Tears, scuffs, or damages that occur after the product has been worn or undergone initial use.

Defective Items: In any case of receiving a defective product, please contact our Customer Service immediately, attaching a clear photograph of the defect and your proof of purchase, so we can process a resolution promptly.

5. Contact Us

For any questions, clarifications, or requests regarding a return, please contact our support team: lowkeystrw@gmail.com