Refund policy

Product Returns and Refunds

This section applies to physical products purchased online.

Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce your refund if the item has been used, damaged, or handled more than necessary.

How to Start a Product Return

Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns.

Damages and Issues

Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.

Exceptions and Non-Returnable Items

Some items may not be eligible for return, as stated in the return terms or on the product listing, website, or in-store at the time of purchase.

Exchanges

European Union Product Returns and Cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.

After you notify us that you wish to cancel, you must return the goods within 14 days.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return or cancellation, contact us using the details below.

United Kingdom Product Returns and Cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

After you tell us you wish to cancel, you must return the goods to us within 14 days.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

Product Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Spa Appointments, Cancellations and Refunds

Bookings that are not attended without prior notice are non-refundable. The full booking amount will be forfeited.

Cancellations made less than 2 hours before the scheduled appointment are non-refundable.

A full refund will be issued in the following cases:

You cancel your appointment at least 2 hours in advance.
Your therapist is late or does not appear for your appointment.
Onsen Head Spa cancels your appointment for any reason.

Contact Us

For product returns, damaged or expired products, appointment cancellations or refund enquiries, contact us:

Email: info@onsenhairspa.com
Phone: +356 2712 0131
WhatsApp: +356 7765 5414
Mayflower Mansions, Triq Bisazza, Sliema SLM 1651, Malta