Effective date: September 14, 2026
Merchant responsibility
Each Paylo storefront is operated by the merchant identified on that store. The merchant is responsible for its products, order commitments, return conditions, and compliance with applicable Israeli consumer-protection law. Store-specific terms shown during purchase or supplied with an order may provide additional rights but cannot remove mandatory legal rights.
Requesting a cancellation, return, or refund
- Contact the merchant using the details on the storefront or order confirmation and provide the order number.
- Explain whether the request concerns cancellation before shipment, non-delivery, damage, an incorrect item, or another issue.
- Follow reasonable return instructions. Do not return an item to Paylo unless Paylo support expressly instructs you to do so.
Timing and payment method
Eligibility and timing depend on the product, order status, merchant policy, payment method, and applicable law. An approved refund is generally sent to the original payment method. Banks and payment providers may take additional time to display the credit. Cash-on-delivery orders that were not paid do not produce a payment refund.
Exceptions and disputes
Certain personalized, perishable, hygiene-sensitive, digital, or already-used products may have lawful return restrictions. A merchant must clearly communicate any applicable restriction. If a merchant cannot be reached or a platform error prevents resolution, contact support@paylo.co.il with the order number and relevant evidence.