Returns at ONSEN® are clear and simple, ensuring that purchasing a mattress or orthopedic pillow comes with no risk. We do not charge any fees for returned products. No deductions are made in connection with returns. If you make a return, you will receive 100% of the amount paid. Moreover, you have up to 100 days to do so!
Nobody wants to buy a
pig in a poke, especially when purchasing such an important product as a
mattress. If you are wondering
which mattress to choose, you are probably also thinking about what could happen if the purchase turns out to be
unsuitable. Can you test a mattress
in your own bedroom? Can you return a mattress if necessary?
Learn more about mattress returns.
When you buy from
ONSEN®, there’s no need to worry. You can risk-free test the
Osaka Air mattress for up to
100 days without any limitations! Sleep on it, relax, enjoy your morning coffee. Let your kids jump on it and your
cat or dog play on it. Test the mattress in the comfort of your
own bedroom and discover its remarkable
features. If, however, it turns out that
our mattress does not meet your expectations, send it back to us, and we’ll
refund your money. The 100-day free return policy also applies to
all other ONSEN® products, including orthopedic pillows. Everything is based on
transparent principles.
100-DAY RETURN POLICY REGULATIONS
- The "100 days to return" offer is available to all customers 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 included in this offer. In the case of purchasing 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 the set.
- The return can be made between the 50th and 100th day after the order is delivered to the customer. In justified cases, a return can be made before the 50th day after prior contact with the Store and obtaining approval for such an exception.
- The "100 days to return" offer is available only to individuals. Purchases made on behalf of businesses are excluded. Participation in the "100 days to return" program is automatic and does not require any action from the customer.
- To use the return option under the "100 days to return" offer, the customer is required to contact the Store and notify them of their intent to return. After the return is registered by the Store, the consumer must return the product along with proof of purchase and a completed withdrawal form.
- The cost of shipping the returned product under the "100 days to return" offer is covered by the consumer. Returns should be sent to: 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 amount paid using the payment method chosen by the consumer within 14 calendar days of receiving the returned product. No additional fees are charged for this.
- The offer lasts for an indefinite period until further notice. In the event of the offer being discontinued, consumers who made purchases during the offer period retain the right to use it.
- ONSEN Sp. z o.o. reserves the right to refuse participation in the "100 days to test" offer in cases of significant abuse by the consumer. Abuse is considered, among other things, repeated ordering of products under the same personal details or details of persons connected to the consumer and then returning them, as well as intentionally causing financial losses to ONSEN Sp. z o.o.
We’ll help you return your mattress!
Transporting mattresses can be challenging due to their size and weight. To accommodate customer requests, we have introduced the possibility of a paid mattress pickup via one of our courier companies. You can place an order for this service on our dedicated page:
https://onsen.eu/transport-zwrotny
The "100 days to return" offer is independent of the rights granted to consumers under applicable law. It does not affect the rights of consumers under Article 34 (3) of the Consumer Rights Act, which allows returns within 14 days of delivery. To use this right, fill out the
withdrawal form or write a statement on your own and then return the goods to our address.
Returned ONSEN® products are not reintroduced into sales. However, we kindly ask that returned products meet minimum hygiene standards. Please ensure they are not dirty or stained and show no traces of human secretions. This is to ensure the health of our employees and couriers.
