Refund & Return Policy

Return & Refund Policy

 

Last updated: 08/31/2025

At Genie, we work hard to make cleaning easier, safer, and stress-free for every home. We want you to feel confident in every purchase, and we’re always here to help if you need support.

This page outlines how cancellations, returns, refunds, and replacements work for the Steam Genie™ and any accessories purchased from us.

Cancellation Policy

If you need to make a change or cancel an order, please contact us within 24 hours of placing it.

After 24 hours, orders may already be processing or shipped and can no longer be changed or canceled.

Refunds for canceled orders (within the 24-hour window) are processed within 10 business days.

Returns & Refunds 

The Steam Genie™ is a sanitary steam device, which means we can only accept returns on units that are:

  • - Completely unopened
  • - Still sealed in the original manufacturer packaging
  • - Never filled with water
  • - Never powered on or tested
  • - All internal packaging and inserts untouched

Once the seal has been broken or water has been added, the device becomes a hygiene-sensitive item and cannot be returned for safety reasons. Steam products cannot be sanitized or resold after use, even if used just once.

This protects all customers and ensures that every Steam Genie™ you receive is brand new.

Condition Requirements (Important)

To be eligible for a return, your item must be in the exact same condition you received it in:

  • - Completely unopened
  • - Unused (never powered on, never filled with water)
  • - All original packaging and inserts intact
  • - No signs of handling, tampering, or testing
  • - Receipt or proof of purchase included

Any item that arrives opened, used, or not in brand-new sealed condition cannot be accepted for hygienic and safety reasons.

Customer Remorse (Wrong Item or Changed Mind)

If you purchased the wrong item or no longer want your order, please contact us within 72 hours of placing your order.

After 72 hours — or once the order has shipped — orders are final and cannot be canceled, exchanged, or refunded.



Return Window 

We offer a 30-day return window for unopened items that meet the sanitary requirements listed above.
This 30-day window begins on the delivery date.

We cannot accept:

  • - Opened or used items
  • - Items with water inside
  • - Items missing packaging
  • - Items returned without approval
  • - Items damaged by customer handling
  • - Returns requested after 30 days

Return shipping costs are the responsibility of the customer.
Shipping fees are non-refundable.

How to Start a Return 

Please email support@getgenieproducts.com within 30 days of delivery with:

  • - Your name
  • - Your order number
  • - A photo of the unopened, sealed Steam Genie™
  • - The reason for your return

Once approved, we will provide the correct return instructions and return address.

Items sent back without approval will not be accepted.

Refunds

Refunds are issued to the original payment method only once your unopened return is received and inspected.

Processing time:

  • - 7–14 business days for inspection
  • - 3–5 business days for the refund to appear

Refunds are issued in USD as per the original purchase. Any exchange-rate differences or bank fees are the customer’s responsibility.

Product Concerns

We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.

Damaged or Defective Items

We’re here to help if something arrives damaged. We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.

If your order arrives damaged or defective, please contact us within 48 hours of delivery and include:

  • - A clear photo or video of the issue
  • - A photo of the shipping box
  • - A photo of the shipping label

If confirmed defective, we will replace the item at no cost to you.

Normal wear, misuse, or damage caused after use is not eligible for replacement.

Shipping & Delivery

Once your order leaves our warehouse, the carrier is responsible for delivery.

We are not responsible for:

  • - Delays caused by the courier
  • - Incorrect addresses provided at checkout
  • - Stolen packages
  • - Lost packages marked as delivered
  • - Packages returned to sender for non-carrier reasons

For delivery issues, please contact the courier directly for the fastest resolution.

Need Help?

We’re always here for you.
📧 support@getgenieproducts.com