Last updated: July 2026

We want you to be fully satisfied with your purchase from Master Time. If you would like to exchange a product or cancel a purchase, you can do so in line with the policy below and with the Israeli Consumer Protection Law, 5741-1981. Your statutory rights under that law are not affected by this policy.

Return and Cancellation Windows

The window to exchange a product or cancel a purchase depends on the product category, counted from the date you receive the item:

• Watches: within 14 days of delivery.
• Jewelry: within 48 hours of delivery.
• Clothing: within 48 hours of delivery.

Conditions for a Return, Cancellation, or Exchange

To be eligible, the product must be:

• Completely new and unused.
• Returned in its original packaging, without damage to the packaging or the product.
• Complete with all tags, stickers, and accompanying accessories.
• Accompanied by the original invoice and the warranty certificate.

Any free gifts received as part of the purchase must be returned together with the product.

Non-Returnable Items

The following are not eligible for return, cancellation, or exchange:

• Gift cards.
• Personalized or custom-made products, including items adjusted to a customer's wrist size or made to a customer's specifications.
• Products that have been used, or that were damaged after delivery to the customer.
• Products purchased in stock-clearance, end-of-season, Black Friday, or other special promotions.
• Smartwatches whose original packaging has been opened, or whose manufacturer's original protective film has been removed.

How to Start a Return or Exchange

Please contact our customer support team by phone, WhatsApp, or email before sending anything back. Our team will confirm eligibility and guide you through the process.

Return and Exchange Options

In-store

You can bring the product to our Master Time store in Tel Aviv and return or exchange it with no shipping cost.

Self-shipping

You can send the product to us by registered mail or a courier of your choice. The cost of shipping to us is the customer's responsibility, and responsibility for the product reaching us safely rests with the customer. For an exchange, the cost of sending the replacement item back to you is also the customer's responsibility.

Courier pickup service

For your convenience, you can arrange collection through the courier company we work with for a subsidized fee of ₪60. This service includes collecting the product from your home, returning it to us for inspection, and, in the case of an exchange, sending the replacement item to you.

What Is Original Packaging?

For the purpose of this policy, "original packaging" means the packaging supplied by the manufacturer or importer together with the product, including the box, wrapping, packaging materials, and accompanying accessories that are not an integral part of the product itself.

Cancellation Fees and Deductions

Where a purchase is cancelled for a reason that is not a defect in the product or a mismatch with your order, cancellation fees apply in line with Israeli consumer protection law:

• A cancellation fee of 5% of the transaction value or ₪100, whichever is lower.
• A payment-processing fee may also be deducted, equal to the fee charged to us by the credit-card company or payment provider.
• If free shipping was provided on the original order, ₪30 will be deducted to cover the shipping that was actually supplied.

Refunds

Refunds are issued in accordance with the law, after we receive and inspect the returned product. Refunds are made to the original payment method used for the purchase, less any amounts permitted by law and by this policy, and are typically processed within up to 14 business days of us receiving and inspecting the item. Original shipping charges are not refunded.

Exchange Processing

Once an exchange is approved and the returned item is received, the replacement is typically sent within 1–2 business days.

Wrong, Defective, or Missing Items

Wrong or defective item

If you receive the wrong item or a defective item, please contact us within 7 days of delivery with your order number and clear photos of what you received. We will investigate promptly and, once confirmed, arrange a suitable resolution such as a replacement, exchange, or full refund at no extra cost to you. Cancellation fees and deductions do not apply where the return is due to a defect or a mismatch with your order.

Missing item

If part of your order is missing, please contact us within 7 days of delivery with your order number and details of the missing item or items. We will investigate promptly and, once confirmed, ship the missing item or provide a suitable resolution such as a replacement, exchange, or full refund at no extra cost to you. Cancellation fees and deductions do not apply where the return is due to a missing item in your order.

Questions About This Policy

If you have any question about this page, our company information, or an order you have placed with us, please reach out, and we will be glad to help.

Business name: Master Time
Email: support@mastertime.co.il
Phone: +972 50-558-5555
Address: Etsel 25, Tel Aviv, Israel 6763121
Support hours (Israel Standard Time): Sunday–Thursday 10:00 AM – 1:00 PM and 2:00 PM – 7:00 PM; Friday and holiday eves 10:00 AM – 2:00 PM.
Store visits are by appointment. We aim to respond to all enquiries within 24 hours.