Refund policy

Last Updated: August 14, 2026

At Casco Gear, we want customers to be satisfied with their purchases.

This Returns, Exchanges & Refunds Policy explains how customers may request a cancellation, return, exchange, or refund for products purchased through the Casco Gear website.

This Policy is intended to operate in accordance with applicable Israeli consumer protection law.

Nothing in this Policy is intended to waive, restrict, or replace any mandatory consumer right provided by Israeli law. Where applicable law grants the customer greater rights than those described in this Policy, the applicable law shall prevail.

1. CANCELLING AN ONLINE PURCHASE

Purchases made through the Casco Gear website are distance-sale transactions and may be eligible for cancellation in accordance with applicable Israeli consumer protection law.

For eligible products, customers may generally request cancellation within the statutory cancellation period of 14 days, calculated in accordance with applicable law.

The precise calculation of the cancellation period and any exceptions will be determined according to applicable Israeli law.

2. HOW TO REQUEST A RETURN OR CANCELLATION

To request a return, cancellation, exchange, or refund, please contact Casco Gear Customer Service.

Email: cascogear1@gmail.com

WhatsApp / Phone: +972 58-524-4061

Please provide:

  • Your full name;

  • Order number;

  • Product you wish to return or exchange;

  • Reason for contacting us, where relevant;

  • Photographs if the product is damaged, defective, or incorrect.

Please contact Casco Gear before sending a product back so that we can provide the correct return instructions.

Sending a product without first contacting Customer Service may delay the processing of the return.

3. CANCELLATION BEFORE DISPATCH

If a customer requests cancellation before an order has been dispatched, Casco Gear will make reasonable efforts to stop the shipment.

If the shipment can be stopped, the cancellation and refund will be processed in accordance with applicable law.

An order may already have been transferred for fulfillment or dispatch even if tracking information has not yet been sent to the customer.

Therefore, the absence of a tracking number does not necessarily mean that the order has not already been dispatched.

4. CANCELLATION AFTER DISPATCH

If an eligible cancellation request is made after the product has already been dispatched, the customer may be required to receive the product and follow the applicable return procedure.

The customer should contact Customer Service for instructions before returning the product.

5. CHANGE-OF-MIND RETURNS

Where permitted by applicable law, customers may return eligible products because they have changed their mind.

For a change-of-mind return, the customer is generally responsible for the cost of returning the product to Casco Gear.

Any legally permitted cancellation fee may be deducted where applicable.

Casco Gear will not charge a cancellation fee in circumstances where such a fee is prohibited by applicable law.

6. RETURN CONDITION

For change-of-mind returns, products should, where applicable and permitted by law, be returned:

  • Unused;

  • In their original condition;

  • With all original accessories;

  • With labels and tags where applicable;

  • With original packaging where applicable;

  • With proof of purchase or sufficient information to identify the order.

Customers may reasonably inspect a product after receiving it.

Nothing in this section is intended to remove a statutory cancellation right merely because packaging was opened or a product was reasonably inspected, where the law provides otherwise.

However, where permitted by law, Casco Gear may take into account significant deterioration, damage, or reduction in value caused by use or handling beyond what is reasonably necessary to inspect the product.

7. USED PRODUCTS

Unless required otherwise by law, Casco Gear may refuse a voluntary return or exchange where a product has been materially used, damaged, altered, modified, improperly installed, or returned in a condition materially different from the condition in which it was supplied.

This provision does not apply in a manner that removes statutory rights relating to a genuine defect or non-conformity.

8. SIZE EXCHANGES

Eligible clothing, protective equipment, and other size-dependent products may be exchanged for another size, subject to availability.

Customers wishing to exchange a size should contact Customer Service before returning the product.

The replacement size will be subject to stock availability.

For an exchange requested solely because the customer selected an unsuitable size, return and redelivery costs may be borne by the customer, subject to applicable law.

If Casco Gear supplied a different size from the size ordered, the matter will be treated as an incorrect product rather than a standard size exchange.

9. IF THE REQUESTED SIZE IS UNAVAILABLE

If the requested replacement size is unavailable, Casco Gear will inform the customer.

Where applicable, the customer may choose another available solution in accordance with this Policy and applicable law, including a refund where the customer is legally entitled to one.

Casco Gear does not currently require customers to accept store credit instead of a monetary refund when a monetary refund is legally due.

10. DEFECTIVE PRODUCTS

If a product arrives with an apparent defect, the customer should contact Casco Gear as soon as reasonably possible.

Please provide:

  • Your order number;

  • A description of the defect;

  • Clear photographs of the product;

  • Photographs of the packaging where relevant;

  • Any other reasonable information requested to assess the issue.

Customers should avoid continuing to use a product if the apparent defect may affect its safety or cause further damage.

Casco Gear will review the issue and provide the remedy required by applicable law and the circumstances of the case.

Depending on the circumstances, an appropriate remedy may include repair, replacement, cancellation, refund, or another solution available under applicable law.

11. DAMAGED PRODUCTS

If a product has been damaged during shipping, the customer should contact Casco Gear promptly.

Where reasonably possible, customers should photograph:

  • The shipping package;

  • Any visible damage to the packaging;

  • The product;

  • The damaged area.

This information may help Casco Gear investigate the matter with the delivery provider.

Where shipping damage is confirmed, the matter will be handled in accordance with applicable law.

12. INCORRECT PRODUCTS

If Casco Gear sends a product materially different from the product ordered, the customer should contact Customer Service promptly.

The customer should avoid using the incorrect product and keep the packaging, labels, accessories, and product in their received condition where reasonably possible.

Casco Gear will provide return or replacement instructions and an appropriate solution in accordance with applicable law.

13. SPECIAL RULE FOR MOTORCYCLE HELMETS

Motorcycle helmets are safety-sensitive products.

Customers are therefore strongly requested to inspect a helmet immediately upon delivery.

If a helmet arrives with:

  • Visible shipping damage;

  • An apparent manufacturing defect;

  • An incorrect model;

  • An incorrect size;

  • An incorrect color;

  • Damage to the packaging that may have affected the helmet;

  • Another visible issue that existed when the helmet was received;

the customer should notify Casco Gear within 24 hours of receiving the helmet.

The customer should provide photographs of the helmet, packaging, labels, and identified issue whenever reasonably possible.

Customers should not ride with or continue using a helmet that appears damaged or defective while the matter is being assessed.

Important

The 24-hour notification request is intended to allow Casco Gear to identify and investigate delivery-related or immediately visible problems quickly.

Failure to notify Casco Gear within 24 hours does not automatically cancel or remove any mandatory right or remedy available to the customer under applicable Israeli law.

14. HELMET RETURNS

Motorcycle helmets are not automatically excluded from returns solely because they are helmets.

Any return or cancellation request involving a helmet will be assessed according to:

  • Applicable Israeli law;

  • The reason for the return;

  • The condition of the helmet;

  • Whether the helmet has been used;

  • Any applicable statutory exception;

  • The circumstances of the transaction.

Customers should handle a helmet carefully when checking its size and condition and should avoid using it for riding if they intend to request a change-of-mind return.

15. SAFETY EQUIPMENT

Similar care should be taken when inspecting other safety-related motorcycle equipment.

Products that appear damaged, defective, or compromised should not be used until the issue has been assessed.

This may include protective equipment, electronic safety products, and other products where a defect could materially affect their intended function.

16. PRODUCTS THAT MAY NOT BE ELIGIBLE FOR RETURN

Certain products may be excluded from cancellation or return where an exclusion is permitted by applicable Israeli law.

Depending on the nature of the product and applicable legal rules, exclusions may include certain:

  • Custom-made or personalized products, if Casco Gear offers them in the future;

  • Products manufactured specifically for the customer;

  • Products that fall within another statutory exception to the right of cancellation.

Where a particular product is subject to a lawful return restriction, Casco Gear will seek to disclose the restriction on the relevant product page where required.

A return restriction does not remove rights relating to a defective, incorrect, or non-conforming product where applicable law provides otherwise.

17. OUTLET PRODUCTS

Casco Gear may offer an Outlet category.

Outlet products may include new products offered at a reduced price because of:

  • Damaged packaging;

  • Minor cosmetic imperfections;

  • Discontinued stock;

  • Display-related conditions where disclosed;

  • Another condition specifically described on the product page.

Any known material condition will be disclosed before purchase.

A customer may not treat a condition that was clearly disclosed before purchase as an undisclosed defect solely because of that disclosed condition.

For example, if a product is expressly sold at a reduced price because its packaging is damaged, the disclosed packaging damage itself will not constitute an undisclosed defect.

However, purchasing an Outlet product does not remove mandatory consumer rights regarding defects, non-conformity, or problems that were not properly disclosed before purchase.

18. SALE AND PROMOTIONAL PRODUCTS

A product being sold at a discounted or promotional price does not, by itself, eliminate mandatory consumer rights.

Returns or cancellations involving discounted products will be handled in accordance with applicable law and any lawful conditions clearly disclosed before purchase.

19. RETURN SHIPPING COSTS

For a standard change-of-mind return or customer-requested size exchange, the customer is generally responsible for return shipping costs, subject to applicable law.

Customers may use the return method provided or approved by Customer Service.

The customer is responsible for ensuring that the returned product is reasonably protected during transport.

Casco Gear recommends using a return method that provides reasonable proof of shipment or tracking.

20. RETURNS CAUSED BY A CASCO GEAR ERROR OR PRODUCT PROBLEM

Different rules may apply where a return results from:

  • A defective product;

  • An incorrect product;

  • A material non-conformity;

  • Failure to supply the product as agreed;

  • Another circumstance for which applicable law places responsibility on the business.

In such cases, Casco Gear will handle return-related costs and any applicable cancellation charges in accordance with Israeli law.

21. RETURNING A PRODUCT IN PERSON

Eligible products may also be returned directly to the Casco Gear business location by prior arrangement only.

Business Address:

Rishon Letsion Street, Netanya, Israel

Customers must contact Customer Service before arriving to arrange the return.

Returning a product personally can avoid the need to pay for return shipping where the customer is otherwise responsible for that cost.

22. DO NOT RETURN PRODUCTS WITHOUT INSTRUCTIONS

Before mailing or delivering a product for return, customers should contact Casco Gear Customer Service.

This allows Casco Gear to:

  • Confirm the appropriate return procedure;

  • Identify the order;

  • Provide the correct return destination;

  • Reduce delays in processing the return.

Casco Gear is not responsible for avoidable delays caused by products being sent to an incorrect address.

23. REFUNDS

When a customer is entitled to a refund, Casco Gear will process the refund in accordance with applicable Israeli law.

Refunds will generally be issued using the original payment method, where technically possible and legally appropriate.

Depending on the original payment method, refunds may therefore be returned through:

  • Credit or debit card;

  • Apple Pay;

  • Google Pay;

  • PayPal;

  • The underlying payment provider used for the transaction.

24. REFUND PROCESSING TIME

Casco Gear will initiate eligible refunds within the timeframe required by applicable law.

After Casco Gear initiates the refund, additional processing time may be required by the customer's bank, credit-card company, PayPal, payment provider, or digital-wallet provider.

Such external processing time is outside Casco Gear's direct control.

25. CANCELLATION FEES

Where applicable Israeli law permits a cancellation fee for a particular cancellation, Casco Gear may deduct the cancellation fee permitted by law.

Casco Gear will not impose a cancellation fee where charging such a fee is prohibited by applicable law, including where the applicable legal rules provide otherwise because of a defect, non-conformity, or failure to supply the product as agreed.

26. ORIGINAL SHIPPING COSTS

The treatment of original shipping charges following cancellation depends on the reason for cancellation and applicable Israeli law.

Casco Gear will therefore calculate any refund of shipping charges in accordance with the legal requirements applicable to the particular cancellation.

27. NO MANDATORY STORE CREDIT

Casco Gear does not currently operate a general store-credit policy as a substitute for monetary refunds.

Where the customer is legally entitled to a monetary refund, Casco Gear will not require the customer to accept store credit instead.

Casco Gear and the customer may voluntarily agree to another solution where legally permitted.

28. MANUFACTURER WARRANTY

Unless otherwise stated for a specific product, products may be covered by a one-year manufacturer's warranty, subject to the terms of the applicable manufacturer, importer, supplier, or warranty provider.

Manufacturer warranty coverage generally applies to manufacturing defects.

It does not normally cover:

  • Normal wear and tear;

  • Accidental damage;

  • Motorcycle accidents or impacts;

  • Misuse;

  • Negligence;

  • Improper installation;

  • Improper maintenance;

  • Unauthorized modifications;

  • Unauthorized repairs;

  • Use contrary to manufacturer instructions.

Warranty conditions may vary between products and manufacturers.

A return under this Policy and a warranty claim are not necessarily the same procedure.

Casco Gear Customer Service can provide information regarding the appropriate procedure for a particular product.

29. PROOF OF PURCHASE

Customers requesting a return, refund, exchange, or warranty service may be asked to provide reasonable proof of purchase.

An order number, purchase confirmation, invoice, receipt, or other information allowing Casco Gear to identify the transaction may be sufficient.

30. ABUSE OF THE RETURNS PROCESS

Casco Gear reserves the right, where permitted by law, to investigate suspected fraudulent or abusive use of the return process.

This may include situations involving deliberate product damage, substitution of products, fraudulent claims, or repeated conduct reasonably indicating abuse.

This provision will not be used to deny legitimate consumer rights.

31. CHANGES TO THIS POLICY

Casco Gear may update this Returns, Exchanges & Refunds Policy from time to time to reflect changes in business practices, products, services, or applicable legal requirements.

The updated version will be published on the website with a revised "Last Updated" date.

The policy applicable to a transaction will generally be the version in effect when the relevant purchase was made, subject to mandatory applicable law.

32. CUSTOMER SERVICE

For cancellations, returns, exchanges, refunds, damaged products, defective products, helmet issues, or warranty questions, please contact:

Casco Gear

Email: cascogear1@gmail.com

Phone / WhatsApp: +972 58-524-4061

Business Address: Rishon Letsion Street, Netanya, Israel

Please include your order number whenever possible.

CONSUMER RIGHTS NOTICE

This Policy is intended to operate together with applicable Israeli consumer protection legislation.

Nothing contained in this Returns, Exchanges & Refunds Policy is intended to waive, restrict, or override a mandatory right available to a consumer under applicable Israeli law.

If any provision of this Policy conflicts with a mandatory provision of applicable Israeli law, the mandatory provision of law shall prevail.