Refund policy

Return & Refund Policy

We hope you are happy with your onzen purchase. If you need to return an item, please review the policy below.

Returns

We accept return requests made within 7 days of receiving your order.

To be eligible for a return, the item must be unused, unwashed, and in substantially the same condition as when you received it. Please return the item with its original tags and packaging where reasonably possible, along with your receipt or proof of purchase.

To request a return, please contact us at general@onzen.store before sending your item back. Once your return request is accepted, we will provide you with the return address and instructions.

Items returned without contacting us first may not be accepted.

For returns due to a change of mind, including changes in color or size preference, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable unless required by applicable law.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, incorrect, or materially different from its description.

If we confirm that there is an issue with your order, we will arrange an appropriate remedy, which may include a replacement, refund, or other solution as required by applicable law. In such cases, reasonable return shipping costs will be covered by onzen.

Our standard 7-day return period does not limit any rights you may have under applicable consumer protection laws regarding defective, damaged, incorrect, or non-conforming goods.

Non-returnable Items

We cannot accept returns where an item has been used, washed, stained, damaged, altered, or otherwise handled in a way that has significantly reduced its value.

Custom-made, personalized, or specially commissioned items may also be non-returnable where permitted by applicable law.

These exclusions do not apply where the item is defective, damaged, incorrect, or otherwise covered by mandatory consumer protection laws.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, color, or variation, please request a return for your original purchase and place a new order separately once your return has been accepted.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within the period required by applicable law.

Please note that your bank, card issuer, or payment provider may require additional time to process and post the refund to your account after it has been issued by onzen.

International Returns

For international orders, customers are responsible for arranging and paying for return shipping in cases of change-of-mind returns.

Any customs duties, import taxes, or other charges incurred in connection with a return are the customer's responsibility unless the return is due to a defective, damaged, incorrect, or non-conforming item, or unless otherwise required by applicable law.

We recommend using a trackable shipping service for international returns, as onzen cannot be responsible for return packages lost in transit before they reach us.

Consumer Rights

This Return & Refund Policy applies to purchases made through onzen and is intended to operate alongside applicable consumer protection laws.

Nothing in this policy excludes, restricts, or limits any rights or remedies that cannot legally be excluded or limited under the laws applicable to your purchase.