General Conditions of Use

PayPal Refunded Returns Service

These General Conditions of Use (hereinafter: the "GCU") describe the terms and conditions under which PayPal Pte. Ltd. makes available the PayPal Refunded Returns Service (hereinafter: the “PayPal Refunded Returns Service“ or the "Service") to certain users of the PayPal payment service. PayPal Pte. Ltd. (“PayPal”) is a company registered in Singapore under no. 200509725E, with head offices at 5 Temasek Boulevard #09-01, Suntec Tower Five, 03898 Singapore.

The PayPal Refunded Returns Service is provided by CallPoint New Europe AD (trading as Telus International Europe, hereinafter the “Service Provider”) on behalf of PayPal. CallPoint New Europe AD is a company registered in Bulgaria under no. 9829/2004, VAT BG175138361, with head office at Alabin Street 1-3, 1000 Sofia, Bulgaria.

The PayPal Refunded Returns Service is exclusively reserved, at no additional cost, to PayPal account holders resident in Israel who have activated the Service on https://paypal.com/il/refunded-returns (hereinafter "You"). By using the Service, You expressly acknowledge and agree to be bound by these GCU. The GCU form terms and conditions of the contract between You and PayPal governing your use of the Service.

These GCU describe the PayPal Refunded Returns Service in effect from 1 January 2017 These GCU replace any previous version You may have been sent or have in your possession.

When registering for the Service, You must read, agree with and accept these GCU. The GCU are provided to You and concluded in Hebrew. You agree that any use by You of the Service shall constitute your acceptance of the GCU and we recommend that You store or print-off a copy of the GCU (including all other policies) for your records.

Protecting your privacy is very important to us at PayPal. Please review the PayPal Privacy Statement in order to better understand our commitment to maintaining your privacy, as well as our use and disclosure of your personal information. You agree and consent to PayPal Pte. Ltd. (the entity which provides the PayPal payment service to users residing in Israel) and PayPal disclosing to each other, to other subsidiaries and subsidiary undertakings of PayPal Inc. (a Delaware corporation) (“PayPal Group Companies”) and to the Service Provider your email address and other information necessary for the general operation of the Service (including, without limitation, to enable reimbursement of the shipping costs of the returned item).

When can I use PayPal Refunded Returns Service?

Subject to the GCU, You may be reimbursed under the PayPal Refunded Returns Service only if all of the following requirements are met:You are registered with PayPal as a holder of a PayPal account residing in Israel, and your PayPal account is not suspended or limited; You have made an online purchase of an item and used the above PayPal account as the sole means of payment for the full amount of that purchase;You have activated the Service on https://paypal.com/il/refunded-returns. You have initiated your return of the above-mentioned purchased item within the return period and in accordance with the return conditions authorized by a seller (a person or an entity selling goods via a marketplace, e.g. an eBay seller, hereinafter the "Seller”) or by a merchant (other persons or entities selling goods outside marketplaces, e.g. e-shops, hereinafter the “Merchant”); You have sent the relevant item back to the Seller or to the Merchant through Israel post regular mail, courier or any other regular shipping options or services.You have submitted a refund request for the shipping costs (hereinafter the "Refund Request”) related to that return within 30 calendar days upon mailing the returned item in accordance with the GCU and processes published by PayPal from time to time.PayPal has approved your Refund Request.

What is not covered by the PayPal Refunded Returns Service?

The PayPal Refunded Returns Service does not apply to: Purchases made in violation of the PayPal Acceptable Use Policy or PayPal User Agreement for PayPal Service;Immaterial or intangible goods and coupons purchases licenses for digital content and services; Items for which the return by the Israeli post regular mail, courier or any other regular shipping options or services is already paid for by the Seller or by the Merchant; Cash, traveler's cheques, tickets, credit or debit cards, or any other negotiable instrument;Items that cannot be returned in accordance with Seller’s or Merchant's general conditions of sale (e.g. Seller’s or Merchant's authorized deadline for returns has passed);Costs associated with loss, theft, or damage to the item when it is returned; Items which are paid for the full amount or partially in cash or any payment method other than PayPal (only the return costs for items paid for the full amount with PayPal may be refunded under the PayPal Refunded Returns Service); andAny item qualifying for a refund of the return shipping/postage costs under any another similar scheme (whether provided by PayPal or a third party). Purchase made more than one hundred and fifty (150) days prior to submission of the refund request.

Can I use the PayPal Refunded Returns Service if the Seller or Merchant already offers a similar service?

No. The PayPal Refunded Returns Service applies only when a free or refunded return service by the Israeli post regular mail, courier or any other regular shipping options or services is not offered by the Seller or Merchant from whom You made your purchase. If the Seller or the Merchant from whom You made your purchase offers a free or refund return service by the Israeli post regular mail, courier or any other regular shipping options or services, You must use that service.

Is there a cap on the refunds offered by the PayPal Refunded Returns Service?

Yes. There is a cap of 120ILS per Refund Request.
If You return several items from the same transaction at three (3) different times, that will be considered as three (3) returns, which will be subject to the applicable refund cap.

How many refunds can I get under the PayPal Refunded Returns Service?

You can get up to 12 refunds per person in one calendar year under the PayPal Refunded Returns Service. Three (3) refunds are allowed per PayPal transaction ID.

Whom should I contact if I have a question about the PayPal Refunded Returns Service?

For any questions about the PayPal Refunded Returns Service, You can send an email to: paypalreturns.il@telusinternational.com.

How much do I need to pay to use PayPal Refunded Returns Service?

Nothing. You pay no fees to use this Service. However, Your performance of Your obligations is entirely at your own expense (including, without limitation, meeting the eligibility requirements listed above to be reimbursed under the Service).

How do I make a Refund Request under the PayPal Refunded Returns Service?

Login to your PayPal account and select the transaction of the item you returned.
In the transaction’s details, click on “Request a return shipping refund” and collect the supporting documents requested in the form.
If any document is missing from your file, You will have additional 14 calendar days from the date of the initial Refund Request to upload them. To modify a request, just log in to your account, select the transaction of the item you returned and click on “request a return shipping refund”.

What information do I need to provide with my Refund Request?

1.The duly completed Refund Request form.
2.You must make returns through the Israeli post regular mail, courier or any other regular shipping options or services. According to how You paid the cost of the return, You must send the following:

a.If You used a post or courier express service with a shipment tracking to return your item, please attach a scanned copy/photo of the receipt that shows the amount you paid and the Merchant/Seller shipping address.
b. If you used regular post to return your item (with no shipment tracking), please attach a scanned copy/photo of the shipping cost receipt as well as photo of the package showing the Merchant/Seller address.
c. If the return costs were deducted from the refund of your item, please attach the following 2 pieces of documentation:
A copy of the payment email from the Merchant or PayPal, showing the initial price of the item you have returned

A copy of the refund email form the Merchant or PayPal, showing the amount refunded to you.

Copies, photographs or scanned versions of the original documents are acceptable only if they are clearly legible. These documents should be uploaded on the Claim form. In all cases, please be sure to keep the original documents, since You may be asked to provide them during the process of verification of your Refund Request if the copies provided are not sufficiently legible.
If the event of misappropriation or fraudulent use of the PayPal Refunded Returns service, PayPal reserves the right to restrict the Service.

How will I be refunded?

If your Refund Request is accepted by PayPal, You will receive the corresponding funds directly in your PayPal account.

How will I know if my Refund Request is accepted?

You will be kept informed at every step of the processing of your Refund Request by email: Confirmation of receipt of your Refund Request: The same day (or the first business day after your Refund Request if it was received after 5pm GMT or on a non-business day);Notice of approval or rejection of your Refund Request: 5 business days upon the receipt of your complete file;Refund: 5 business days upon the notice of the approval of your Refund Request.

Additional provisions concerning operation of the PayPal Refunded Returns Service

By using the PayPal Refunded Returns Service, You acknowledge the following: All Refund Requests must be complete, honest and accurate.You have familiarized Yourself with these GCU and accept their contents unconditionally.
You must notify us if You believe there has been or will be an error, unauthorized transaction, misappropriated or unauthorized use of the Service. Any Refund Request that does not comply, for whatever reason, with the conditions and procedures described in these CGU will be automatically rejected and You will not be eligible for any refund.
Likewise, any Refund Request initiated or based on erroneous or false information/documents will be rejected and we may exclude You from the PayPal Refunded Returns service, and we may nullify and void all benefits associated with the Service. We will notify you by email if we suspend or lift the suspension of your eligibility for the Service.
PayPal and/or its Service Provider will communicate with You by email. As a result, You should regularly check Your mailbox to be aware of any messages sent by PayPal and/or any of its service providers.
PayPal (and its Service Provider) shall make every effort to ensure that the PayPal Refunded Returns Service is fully accessible and high quality at all times.
To the extent allowed by applicable law, PayPal, the PayPal Group Companies and the Service Provider shall:
Only be liable to You for loss or damage caused directly and reasonably foreseeable by their breach of the GCU; andNevertheless, the bullet point immediately above, in no event be held liable for:
a.any delays or failures in the provision of the Services; andb.any of the following types of loss or damage arising under or in relation to the GCU (whether in contract, tort . including, without limitation, negligence, or otherwise): any loss of profits, goodwill, business, contracts, revenue or anticipated savings even if we are advised of the possibility of such damages, loss of profits, goodwill, business, contracts, revenue or anticipated savings; any loss or corruption of data; any loss or damage whatsoever which does not stem directly from our breach of the GCU; and any loss or damage whatsoever which is in excess of that which was caused as a direct result of our breach of the GCU (whether or not you are able to prove such loss or damage).


We may at any time amend, delete or add to the GCU (the “Change”) by posting a revised version of the GCU on the PayPal website(s). The Change will be made unilaterally by us and you will be deemed to have accepted the Change if you do not object within 1 month. The 1 month notice period will not apply where a Change is required by law or relates to the addition of a new service, extra functionality to the existing Service or any other change which we believe in our reasonable opinion to neither reduce your rights nor increase your responsibilities. In such instances, the Change may be made without prior notice to you and shall be effective immediately. If you do not accept any Change, you must not use the PayPal Refund Returns Service.
The PayPal Refunded Returns Service is offered from 1 January 2017. PayPal may decide, at any time and for any reason whatsoever, to change, suspend, or terminate the PayPal Refunded Returns Service (or any part or content of the PayPal Refunded Returns Service) without being liable to You or to any third party for doing so. To the extent possible, You will be so informed by email at least thirty (30) days in advance.
The language to be used for the PayPal Refunded Returns Service shall be Hebrew.
The PayPal Refunded Returns Service and the GCU shall be governed by the laws of England. Any dispute arising from implementation of the PayPal Refunded Returns Service shall be under the non-exclusive jurisdiction of the English courts. In simple terms, “nonexclusive jurisdiction of the English courts” means that if you were able to bring a claim arising from this Agreement against us in Court, an acceptable court would be a court located in England, but you may also elect to bring a claim in the court of another country instead. English law will apply in all cases.
If You have any general questions concerning the PayPal Refunded Returns Service, please send an email to: paypalreturns.il@telusinternational.com.
The PayPal Refunded Returns service is a service made available by PayPal Pte. Ltd., a company registered in Singapore under no. 200509725E, with registered address at 5 Temasek Boulevard #09-01, Suntec Tower Five, 03898 Singapore.
The Service Provider is CallPoint New Europe AD (trading as Telus International Europe), acting on behalf of PayPal Pte Ltd.