Refund policy

Last updated: October 9, 2026

We want you to love your True Colors necklace. You can cancel your order under Israel's Consumer Protection Law, 5741-1981. Our catalog pieces and our custom-made pieces follow different rules, explained below.

1. Catalogue (ready-made) pieces: 14-day right to cancel

You may cancel from the day you order until 14 days after the later of (a) the day you receive the necklace, or (b) the day you receive the written order details (order confirmation / receipt).
Seniors (65+), people with disabilities and new immigrants (olim, within 5 years of aliyah): if your purchase included a conversation with us (for example a phone or WhatsApp/video call), you may cancel within 4 months of the later of the purchase, delivery or receipt of the order details. We may ask to see the relevant certificate.
A catalogue piece that we make or re-make to order in its standard form (for example because it was out of stock) is still a catalogue piece, and the 14-day right applies.

2. Custom-made pieces

A custom piece is one we make specially for you to your own specifications, for example a length, stones, colours or design you asked for that is not a standard catalogue item.

You may cancel a custom order for any reason within 3 business days of placing it, or at any later time as long as we have not yet started making it. We will email you when production of your piece starts.
Once production has started, a custom piece cannot be cancelled or returned for change of mind. This follows the legal exception for goods made specially for the consumer (Consumer Protection Law, section 14C(d)(4); Consumer Protection and Fair Trade Authority enforcement policy of 11 June 2018).
This does not affect your rights if the piece is defective, does not match what we agreed, or is not delivered on time. In those cases you may cancel and receive a full refund with no cancellation fee.

3. How to cancel

Send us a cancellation notice in any of these ways:

Online: our Cancel an order page (linked from our home page)
Email: service@true-colors.io
Phone: +972 54-728-8120

Please include your full name, ID number (teudat zehut, or passport number for overseas customers) and order number.

4. Cancellation fee

If you cancel because you changed your mind, we may deduct a cancellation fee of 5% of the price or ILS 100, whichever is lower.
No cancellation fee applies if the item is defective, does not match its description or our agreement, was not delivered on time, or we otherwise did not meet our obligations.
We will not deduct any other charge beyond this fee.

5. Refunds

We refund you within 14 days of receiving your cancellation notice, to the payment method you used (or by cancelling the card charge), and send you confirmation.
The refund includes the original shipping charge you paid, less the cancellation fee if one applies.

6. Returning the item

Change of mind: send the necklace back to the address above. You pay the return shipping. We recommend a tracked service, because the item is your responsibility until it reaches us.
Defective, wrong or not as described: tell us and keep the item available; we arrange and pay for the return.
Please return the necklace in the condition you received it, with its packaging if possible. Trying it on is fine. If an item comes back significantly damaged or worn, we may claim the loss in value as the law allows.

7. Defects

If your necklace has a defect, contact us and we will repair, replace or refund it.

8. International orders

Customers outside Israel can cancel on the same terms (sections 1–7). Return shipping from abroad is paid by the customer, unless the item is defective or not as described. Import duties, taxes and customs fees charged in your country are collected by your local authorities and are not refundable by us; you may be able to reclaim them from your customs authority or carrier. Nothing in this policy limits any additional rights you have under the consumer law of your country.

9. Contact

True Colors: service@true-colors.io