Returns at ONSEN® are clear and simple, so buying a mattress, an orthopedic pillow or ergonomic office furniture comes with zero risk. We do not charge any fees for returned products. We do not make any deductions. If you return an item, you will receive 100% of the amount paid. And you have up to 100 days to do it!
100-DAY RETURNS POLICY
- The "100 days to return" offer is available to all private individuals who purchased ONSEN® products through the official website - www.onsen.eu - and applies to mattresses, orthopedic pillows and ergonomic furniture. Other products are not covered. If you purchase a set, the "100 days to return" offer applies only to the entire set. It is not possible to return only part of the products included in a set.
- A return may be made between day 50 and day 100 after delivery to the customer. In justified cases, a return may be made before day 50 after contacting the store in advance and receiving confirmation that this is possible.
- The "100 days to return" offer is available only to private individuals. Purchases made on a company invoice are excluded. Participation in the "100 days to return" programme is automatic and does not require any action from the customer.
- A customer who wants to use the "100 days to return" option must contact the store and inform us about the intention to return. After the return is registered by the store, the consumer should send back the product together with proof of purchase and a completed withdrawal form.
- The cost of shipping the returned goods under the "100 days to 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 parcels will not be accepted.
- The store will refund 100% of the funds paid using the same payment method within 14 calendar days of receiving the returned product. No additional fees apply.
- The offer remains valid for an indefinite period, until withdrawn. If the offer is withdrawn, consumers who purchased while it was active retain the right to use it.
- ONSEN Sp. z o.o. reserves the right to refuse the "100 days to test" offer if a material abuse by the consumer is detected. Abuse includes, in particular, repeatedly ordering products to the same personal data or to data of persons related to the consumer and then returning them, as well as intentionally causing ONSEN Sp. z o.o. financial losses.
We will help you return your mattress!
Transporting mattresses can be difficult due to their weight and size. In response to customer requests, we have introduced a paid mattress collection service via one of our courier partners. You can place an order on the dedicated page:
https://www.onsen.eu/transport-zwrotny. In the form, provide your details and the address where we should collect the parcel. This applies only to returns from within Poland. We do not have a technical option to organise collection from any country other than Poland.
The "100 days to return" offer is independent of consumer rights granted under applicable law. It does not affect the rights arising from consumer protection regulations, which allow a
return within 14 days from the day you receive your order.
A consumer may withdraw from the contract by submitting a statement of withdrawal to the trader. The statement can be submitted on a durable medium. We prefer withdrawal statements on the paper
return form we provide on our website, which helps process refunds more smoothly, or alternatively using Annex No. 2 to the Consumer Rights Act. However, you also have the right to submit the statement in any other form, including a handwritten declaration or an email message sent to us.
In the case of withdrawal from a distance contract or a contract concluded outside the trader's premises, the contract is deemed not to have been concluded. If the consumer submitted the withdrawal statement before the trader accepted the offer, the offer ceases to be binding.
The refund will be made in accordance with Article 32(1) of the Consumer Rights Act, no later than 14 days from the day the consumer submits the withdrawal statement, with the store having the right to withhold the refund until the goods are received back or the consumer provides proof of return shipment - whichever occurs first - in line with Article 32(3) of the Consumer Rights Act.
Returned ONSEN® products are not reintroduced for sale. Even so, we ask that items sent back meet basic hygiene standards. Please make sure they are not heavily soiled or stained and do not contain human bodily secretions. This is important for the health and safety of our staff and couriers.
