Returns at ONSEN® are clear and straightforward, making the purchase of a mattress, orthopedic pillow, or office furniture entirely risk-free. We do not charge any fees for returned products. There are no deductions associated with returns. If you decide to return a product, you'll receive 100% of the amount paid. Plus, you have up to 100 days to do so!
100-DAY RETURN POLICY
- The "100-Day Return" offer is available to all individuals who have purchased ONSEN® products through the official website – www.onsen.eu – and applies to mattresses, orthopedic pillows, and ergonomic furniture. Other products are not covered by this offer. In the case of purchasing a set, the "100-Day Return" offer applies only to the entire set. It is not possible to return only part of the products included in the set.
- Returns can be made between the 50th and 100th day after the order has been delivered to the customer. In justified cases, returns may be made before the 50th day after prior contact with the store and obtaining information about this possibility.
- The "100-Day Return" offer is available only to individuals. Purchases made on behalf of a company are excluded from this offer. Participation in the "100-Day Return" program is automatic and requires no action from the customer.
- A customer wishing to take advantage of the "100-Day Return" offer must contact the store and inform them of their intention to return the product. Then, after the store registers the return, the consumer should send back the returned product along with proof of purchase and a completed withdrawal form.
- The cost of shipping the returned product under the "100-Day Return" offer is covered by the consumer. Returns should be sent to our address: ONSEN Sp. z o.o., Marii Skłodowskiej-Curie 71G, 87-100 Toruń, +48 512 999 218. Cash on delivery shipments will not be accepted.
- The store will refund 100% of the paid amount using the payment method used by the consumer within 14 calendar days of receiving the returned product. No additional fees are charged for this.
- The offer is valid for an indefinite period until further notice. In the event of the offer being withdrawn, consumers who made a purchase during its validity retain the right to take advantage of it.
- ONSEN Sp. z o.o. reserves the right to refuse participation in the "100-Day Trial" offer in cases of significant abuse by the consumer. Abuse is primarily considered to be repeated ordering of products under the same personal data or personal data of individuals associated with the consumer and then returning them, as well as deliberately causing financial losses to ONSEN Sp. z o.o.
We'll help you return your mattress!
Transporting mattresses can be challenging due to their weight and size. To accommodate our customers' requests, we have introduced a paid mattress pickup service through one of our courier companies. You can place an order on the dedicated page:
https://onsen.eu/transport-zwrotny
The "100-Day Return" offer is independent of the rights granted to consumers under applicable law. Therefore, it does not affect consumers' rights under the Consumer Rights Act, which allows for a
return within 14 days from the day of receiving the order shipment.
A consumer may withdraw from the contract by submitting a statement of withdrawal to the entrepreneur. The statement can be made on a durable medium. We prefer that withdrawal statements be submitted on the paper
return form available on our website, as this will facilitate smoother processing of the refund. Alternatively, the statement can be made using Annex 2 to the Consumer Rights Act. However, you also have the right to submit it on any other form, through a handwritten statement, or in a message sent to us via email.
In the case of withdrawal from a distance contract or a contract concluded outside the business premises, the contract is considered not concluded, and if the consumer submitted a statement of withdrawal before the entrepreneur accepted their offer, the offer ceases to be binding.
Refunds are made in accordance with Article 32(1) of the Consumer Rights Act, no later than within 14 days from the day the consumer's statement of withdrawal from the contract is received, subject to the withholding of the refund until the goods are received back or the consumer provides proof of their return, whichever occurs first, in accordance with Article 32(3) of the Consumer Rights Act.
Returned ONSEN® products are not reintroduced for sale. Nevertheless, we kindly ask that the products sent to us meet minimal hygiene standards. We encourage you to ensure they are not dirty or stained and do not contain human secretions. This is out of concern for the health of our employees and couriers.
