Returns & Exchanges
At Onsen Secret, we want you to be completely satisfied with your skincare journey. If a product doesn't meet your expectations, we offer a 30-day window for returns and exchanges on all eligible items.
Initiate Your Request
Contact our customer concierge team via email with your order number and the reason for your return to receive a Return Authorization number.
Prepare Your Package
Securely pack the items in their original packaging, ensuring all components are included, and clearly mark the Return Authorization number on the outside.
Ship to Onsen
Send your package using a trackable shipping method to our distribution center; we recommend keeping your tracking receipt until the return is processed.
Receive Your Refund
Once our team inspects the returned items, we will issue a refund to your original payment method within 5-7 business days, minus any shipping fees.
30-Day Window
Return within 30 days of delivery
Free Returns
Prepaid shipping label provided
Fast Refunds
5-7 business days processing