Returns & Exchanges
At Onsen Secret, we want you to be completely satisfied with your skincare journey. If you are not happy with your purchase, we offer a 30-day money-back guarantee on all products returned in their original condition.
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 the Return Authorization number is clearly marked on the outside of the box.
Ship to Onsen
Send your package using a trackable shipping method to our distribution center; please retain your tracking number for verification purposes.
Receive Your Refund
Once our quality control team inspects the returned items, your refund will be processed to your original payment method within 7-10 business days.
30-Day Window
Return within 30 days of delivery
Free Returns
Prepaid shipping label provided
Fast Refunds
5-7 business days processing