If you’re not completely satisfied with your Onsen or you’ve simply changed your mind, no problem!

We offer a 60-day satisfaction guarantee, which means we’ll refund your purchase price for any reason at all within 60 days of delivery.

To initiate a return, simply email us at info@onsenproducts.ca or call us at 800-996-5559 to obtain a Return Authorization Number and we’ll provide you with instructions on how to return your order. Please note that we will not accept returns without a Return Authorization Number.

To learn more about the conditions of our 60-day satisfaction guarantee, please refer to the table below:


Return packaging

All orders must be returned in their original box and packaging, and with all included accessories.

Return period

Within 60 days of delivery.

Return shipping

Fees related to return shipping are the customer’s responsibility.*

Restocking fee

Free.*

Refund

A refund will be initiated within 14 business days after the returned order is received. Refund will be made via the payment method used for the original purchase.

*For return shipping, it is recommended to use a courier service that offers tracking and to ensure proper packaging to avoid damage during transit. Onsen will not accept responsibility for any returned orders that are lost or damaged during return shipping.

*A 20% restocking fee will be charged for orders that are returned without original packaging, missing accessories, or in any way damaged or in an unacceptable condition. Onsen reserves the right to assess a restocking fee on any returns that are not in good condition. All return/refund decisions made by Onsen are final.


PLEASE NOTE THAT ONSEN DOES NOT CHARGE RESTOCKING FEES OR RETURN SHIPPING FEES FOR RETURNS INVOLVING DEFECTIVE PRODUCTS.