Refund policy

Last updated: 29 July 2026

We want you to receive the product you ordered in the condition described. This policy explains our standard return, replacement, and refund process. Nothing in this policy limits rights that cannot legally be excluded in your country.

Damaged, defective, incorrect, or misdescribed items

If your item arrives damaged or defective, is materially different from its description, or you receive the wrong item, contact us promptly through our Contact page. Please include your order number, a description of the problem, and clear photos or video where relevant.

After reviewing the request, we may offer troubleshooting, a replacement, or a refund as appropriate. An approved replacement is sent without an additional product or delivery charge.

Orders that do not arrive

If tracking has not updated for an unusual period or your order has not arrived within the agreed delivery period, contact us so we can investigate with the carrier. For EU consumers, if we do not deliver within the agreed period, you may require delivery within an additional period appropriate to the circumstances and then terminate the contract if delivery still does not occur. An additional period is not required where we refused delivery, delivery by the agreed date was essential, or applicable law otherwise permits immediate termination. These rights do not limit any stronger right under applicable law.

Change-of-mind and withdrawal rights

If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase without giving a reason within 14 days after the day you, or a person designated by you other than the carrier, receives the goods. For multiple goods delivered separately under one order, the period starts after receipt of the last good.

To exercise the right, send an unambiguous statement before the period expires to oleg@optisor.com or through our Contact page. You may use the model form below, but it is not mandatory. We will acknowledge an electronically submitted withdrawal without undue delay.

You must send the goods back without undue delay and no later than 14 days after telling us that you are withdrawing. Returns may be sent to Optisor Ltd., 4 Gershon Shatz Street, Tel Aviv–Jaffa 6701738, Israel. Please contact us before sending goods so we can identify the return and provide any necessary instructions. You bear the direct return cost unless we offered to bear it, failed to inform you of it before purchase, or the goods are defective, incorrect, or misdescribed.

We will reimburse payments received for the withdrawn goods, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after being informed of the withdrawal. We may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever occurs first. Reimbursement will use the original payment method unless you expressly agree otherwise and will not carry a fee from us.

You are responsible only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics, and functioning.

Exceptions to withdrawal

The withdrawal right does not apply where a statutory exception applies, including goods made to your specifications or clearly personalised, sealed goods unsuitable for return for health or hygiene reasons after unsealing, or sealed audio, video, or software products after unsealing. We will identify any applicable exception before purchase.

Model withdrawal form

Complete and send this form only if you wish to withdraw:

To: Optisor Ltd. (trading as Konsole Pro), 4 Gershon Shatz Street, Tel Aviv–Jaffa 6701738, Israel; email: oleg@optisor.com; telephone: +972 54-811-1859

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [describe goods]. Ordered on/received on: [date]. Order number: [number]. Consumer name: [name]. Consumer address: [address]. Signature (only for a paper form): [signature]. Date: [date].

Return conditions

For voluntary returns outside a mandatory withdrawal or defect right, returned products must be in substantially the same condition as received and include the supplied accessories and packaging where reasonably possible. These voluntary conditions do not restrict a mandatory withdrawal or legal-guarantee right.

Do not send a product to the sender address on the parcel. Contact us first so we can provide the correct return instructions and destination.

Incorrect order details

Please check the model, color, quantity, and delivery address before completing checkout. Contact us immediately if you notice an error. We cannot guarantee that an order can be changed or canceled after processing or shipment has begun.

Refund processing

Approved refunds are issued to the original payment method unless otherwise agreed. After we process a refund, banks and payment providers commonly require 5–10 business days to display it. For an EU withdrawal, we refund the cost of our least expensive standard outbound delivery option. For defective, incorrect, or materially misdescribed items, we bear the required return and redelivery costs.

EU legal guarantee

EU consumers have a minimum two-year legal guarantee for goods that do not conform to the contract. This legal guarantee is provided by the seller and is separate from any optional manufacturer or commercial warranty. Depending on the circumstances and applicable national law, remedies include repair or replacement free of charge and, where those remedies are unavailable, disproportionate, not completed properly, or the lack of conformity is sufficiently serious, a proportionate price reduction or termination and refund. Nothing in this policy shortens or excludes that guarantee.

How to request help

Use our Contact page and include your order number, the reason for the request, and any relevant photos or video. We will review the information and explain the available next step.