Refund policy

Return & Refund Policy

Onsen Beauty

At Onsen Beauty, customer satisfaction is important to us. However, due to the hygienic nature of many of our products, certain items cannot be returned once purchased.

Please read our policy carefully before placing an order.

1. Hygiene & Non-Returnable Items

Due to health, safety, and hygiene reasons, most of our products are non-returnable once they have been opened, used, or had their hygiene seal removed.

We are unable to accept returns for:

  • Face masks and skincare products

  • Opened or used beauty items

  • Products without original packaging

  • Items where hygiene seals have been broken

  • Sale or promotional items (unless faulty)

This policy is in place to protect the health and safety of all customers.

2. Your Right to Cancel (EU Customers)

If you are purchasing as a consumer within the European Union, you may have a statutory right to cancel your order within 14 days of receiving your goods.

However, this right does not apply to:

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

If you wish to exercise your right to cancel (where applicable), you must notify us within 14 days of receiving your order by contacting:

📧 info@onsen.beauty

Returned items must be unopened, unused, and in their original sealed packaging.

Refunds will be processed within 14 days of receiving the returned goods and will be issued to the original payment method.

Return shipping costs are the responsibility of the customer unless the item is faulty.

3. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged

  • Defective

  • Incorrect

Please contact us within 48 hours of delivery at info@onsen.beauty with:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

If the issue is confirmed, we will offer a replacement, exchange, or refund in accordance with applicable consumer protection laws.

Nothing in this policy limits your statutory rights.

4. Refund Process

If a return is approved:

  • Items must be returned within 14 days of approval.

  • Refunds will be issued after inspection of the returned goods.

  • We reserve the right to refuse a refund if items are returned used, opened, or not in their original condition.

5. Contact Information

If you have any questions regarding this policy, please contact:

Onsen Beauty
📧 info@onsen.beauty