Refund policy

At Onsen Boys, each piece is made to order, just for you. Because of this, we do not accept returns or exchanges for change of mind, wrong sizing, or personal preferences.

However, if your item arrives damaged, defective, or with a printing issue, we’ll gladly replace it or offer a refund.

✅ We accept refunds/replacements if:

  • The item is misprinted, damaged, or defective

  • You contact us within 30 days of delivery

  • You provide photo evidence of the issue

❌ We do not offer refunds for:

  • Incorrect sizing ordered

  • Buyer’s remorse or change of mind

  • Colour or style preferences

Please refer to our size chart before purchasing. Still unsure? Email us — we're happy to help before you order.

📧 For issues or inquiries, contact: info@onsenboys.store


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kazukijames@hotmail.com.