RETURNS AT ONSEN®

1. Terms of the voluntary “100-day return” policy

1.1 Nature of the 100-day policy

The “100-day return” policy is a voluntary right granted by ONSEN® in addition to the statutory rights of the Consumer. It does not limit, exclude or replace the statutory right to withdraw from the contract, rights arising from the non-conformity of goods with the contract, complaints, statutory warranty, if applicable, or any commercial guarantee.

1.2 Eligible persons

The “100-day return” policy may be used by natural persons who purchased ONSEN® products through the official Store website, i.e. https://www.onsen.eu/, provided that the purchase was not made for a company and is not of a professional nature for the buyer. Purchases made by entrepreneurs, companies, institutions or other entities purchasing products as part of business activity are not covered by the voluntary 100-day policy, unless ONSEN® expressly decides otherwise in individual sales terms.

1.3 Products covered by the policy

The “100-day return” policy covers only standard mattresses, orthopedic pillows and ergonomic furniture of the ONSEN® brand that are clearly marked as covered by this policy. Other products, in particular bedding, pillowcases, protectors, accessories, made-to-order products, non-standard products and products not marked as covered by the 100-day policy, are not covered by this voluntary policy, unless the information on the product page clearly states otherwise.

1.4 Product sets

In the case of purchasing a set, the “100-day return” policy applies only to the entire set, unless the Store expressly allows a partial return in individual communication with the Customer. If a discount, promotion or set price depended on the purchase of several products together, returning only some of the products could change the economic terms of the purchase, which is why the general rule is to return the entire set.

1.5 Deadline for using the 100-day policy

A voluntary return under the “100-day return” policy may be reported no later than on the 100th day after the product has been delivered to the Customer. Because mattresses, orthopedic pillows and ergonomic furniture require actual testing in home or office conditions, we generally recommend testing the product for at least 50 days. In justified cases, reporting a return before the expiry of 50 days is possible after prior contact with the Store.

1.6 Automatic participation in the policy

Participation in the “100-day return” policy is automatic for products covered by this policy and does not require registration, activation or any additional action by the Customer. What matters is meeting the conditions specified in these terms and in the information visible next to the given product at the time of purchase.

1.7 Reporting a voluntary return

A Customer who wishes to use the “100-day return” policy should inform the Store about the intention to return the product. The request may be submitted primarily through the online form available at https://www.onsen.eu/en/order-return, as well as by e-mail, by phone, in writing or in any other way that allows the Store to identify the order. The request should include at least the order number, first name and surname, contact details and the product being returned.

1.8 Sending the product back

After the Store registers the return request, the Customer should send the product back to the following address: Onsen Sp. z o.o., ul. Marii Skłodowskiej-Curie 71G, 87-100 Toruń, Republic of Poland, +48 512 999 218. The parcel should include details allowing the return to be identified. In the case of the online form, it is best to write the return number or request number on the parcel or include a short note inside with the return number, order number, proof of purchase or other information allowing the Store to determine who made the return.

1.9 Cost of sending the product back

The direct cost of sending the product back under the voluntary “100-day return” policy is borne by the Customer, unless the Store expressly decides otherwise. The Store does not accept cash-on-delivery return shipments, unless it has agreed to this in advance.

1.10 Refund under the 100-day policy

After receiving the returned product and positively verifying the request, the Store refunds 100% of the price paid for the product covered by the voluntary return. The Store does not charge handling fees and does not make deductions from the price of the returned product if the product has been returned in accordance with the terms of the 100-day policy. As a rule, the refund is made using the same payment method as the one used for the purchase, within up to 14 calendar days from the date the Store receives the returned product.

1.11 Duration of the policy

The “100-day return” policy is valid for an indefinite period, until it is revoked or changed. Revocation or change of the policy does not affect the rights of Customers who purchased a product covered by the policy while it was in force.

1.12 Abuse

ONSEN® may refuse the use of the voluntary “100-day return” policy in the event of significant abuse by the Customer. Abuse may include, in particular, repeatedly ordering products using the same personal data, data of related persons or addresses connected with the Customer and then returning them, acting to circumvent the terms of the policy, using products in a manner inconsistent with their intended purpose or intentionally exposing the Store to unjustified financial losses. Refusal to allow the use of the voluntary 100-day policy does not limit the statutory rights of the Consumer.

2. Statutory right to withdraw from the contract within 14 days

2.1 Independence of the statutory right

The “100-day return” policy is independent of the statutory right to withdraw from the contract. A Consumer who has concluded a distance contract with the Store may withdraw from the contract without giving any reason within 14 days from the date of receiving the product, unless applicable law grants a longer period or broader protection.

2.2 Start of the 14-day period

The 14-day period is counted from the day on which the Consumer took possession of the product or on which a third party indicated by the Consumer, other than the carrier, took possession of the product. If the order includes many products delivered separately, in batches or in parts, the period is counted from the day of taking possession of the last product, the last batch or the last part.

2.3 Method of submitting the statement

The Consumer may withdraw from the contract by submitting to the Store an unequivocal statement of withdrawal from the contract. The statement may be submitted in particular through the online “Withdraw from the contract” function, the online form available on the Store website, an e-mail message, a letter sent by post or another unequivocal statement. To meet the deadline, it is sufficient to send the statement before the deadline expires.

2.4 Online “Withdraw from the contract” function

The Store provides an online withdrawal function available through the “Withdraw from the contract” link placed in the footer of the website. The function allows the Consumer to find the order, indicate the product or products covered by the withdrawal and confirm the statement in the second step. After the statement is submitted through the online function, the Store immediately sends the Consumer confirmation of receipt of the statement on a durable medium, in particular to the e-mail address.

2.5 Online withdrawal form

The Store provides two convenient ways to use the withdrawal form: an online form and a PDF form for download and printing. The Consumer is not obliged to use any specific form. Any unequivocal statement indicating the intention to withdraw from the contract is sufficient.

2.6 Returning the product after statutory withdrawal

A Consumer who has withdrawn from the contract should return the product to the Store without undue delay, no later than within 14 days from the day on which the Consumer withdrew from the contract, unless the Store offered to collect the product or applicable law provides for a solution more favorable to the Consumer. To meet the deadline, it is sufficient to send the product back before the deadline expires.

2.7 Refund after statutory withdrawal

In the case of effective withdrawal from the contract, the Store refunds the Consumer all payments received from the Consumer for the product covered by the withdrawal, including the ordinary cost of delivering the product to the Consumer, if that cost was borne by the Consumer. The Store is not obliged to refund additional delivery costs resulting from the Consumer’s choice of a delivery method other than the cheapest ordinary delivery method offered by the Store.

2.8 Deadline and method of statutory refund

The refund is made without undue delay, no later than within 14 days from the day the Store receives the Consumer’s statement of withdrawal from the contract. The Store may withhold the refund until it has received the product back or until the Consumer has provided proof of sending it back, depending on which event occurs first, unless the Store has offered to collect the product itself or applicable law provides otherwise. The refund is made using the same payment method as the one used by the Consumer, unless the Consumer has expressly agreed to another refund method that does not involve any additional costs for the Consumer.

3. Condition, hygiene and protection of returned products

3.1 Products are not resold as new

Returned ONSEN® products are not reintroduced for sale as new products. Even so, we ask that products sent back to the Store meet basic hygiene standards and be secured for transport in a way appropriate for their type, weight and dimensions.

3.2 Minimum hygiene standards

The returned product should not be dirty, wet, moldy, contaminated, stained to an extent that prevents safe receipt, or contain human or animal bodily fluids. This requirement results from care for the health and safety of the Store’s employees, couriers and persons involved in handling the return.

3.3 Using the product during the test

Mattresses, orthopedic pillows and ergonomic furniture may be tested in home or office conditions to the extent necessary to assess their nature, features and functioning. We recommend using an appropriate sheet, pillowcase, mattress protector or other protection if justified by the type of product.

4. Assistance in arranging return transport

4.1 Paid mattress collection within Poland

Transporting mattresses can be difficult due to their weight and dimensions. That is why ONSEN® enables Customers to order paid mattress collection by one of the cooperating courier companies. The service is available on a dedicated page: https://www.onsen.eu/transport-zwrotny.

4.2 Scope of the return transport service

In the return transport form, contact details, order details and the address from which the parcel is to be collected must be provided. The return transport arrangement service provided by the Store applies only to returns from the territory of Poland. In the case of returns from other countries, the Customer arranges return transport on their own, unless the Store individually confirms another possibility.

5. International returns and purchases outside Poland

5.1 Returns from European Union and EEA countries

Customers from European Union and European Economic Area countries retain consumer rights arising from the mandatory provisions of the country of their habitual residence. The “100-day return” policy is an additional right granted by ONSEN® and does not limit those rights.

5.2 Returns from outside the European Union

In the case of returns from outside the European Union, the Customer should take into account possible customs obligations, export documents, import taxes, carrier fees and logistical restrictions. ONSEN® is not responsible for public-law charges collected by the authorities of the country of delivery or the country of return, unless mandatory provisions of law provide otherwise or the Store has expressly accepted such an obligation.

5.3 Occasional sales to other countries of the world

If the Store occasionally enables delivery to a country not listed as standard in the shopping cart, the return conditions may require individual confirmation before the order is accepted for processing. Such arrangements do not limit the Consumer’s rights that cannot be excluded under applicable law.

6. Contact regarding returns

For matters related to returns, you may contact the Store through the contact form, by e-mail, through the “Withdraw from the contract” function or by phone.