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.

Please note: The 30-day return window for unopened items applies only to returns approved under the 72-hour remorse policy


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.



Incorrect or Incomplete Shipping Addresses: 

Customers are responsible for providing a complete, accurate, and deliverable shipping address at the time an order is placed, including any applicable apartment number, unit number, suite number, building number, access information, or other details required for successful delivery.

Genie fulfills orders using the shipping information provided by the customer at checkout. Genie is not responsible for delivery delays, failed delivery attempts, returned packages, misdeliveries, or packages delivered to an incorrect location when the issue results from an incorrect, incomplete, or improperly entered shipping address provided by the customer.

Customers are strongly encouraged to carefully review their shipping information before completing checkout.


Address Changes After an Order Is Placed

If you notice an error in your shipping address after placing an order, please contact us as soon as possible at support@getgenieproducts.com.

We will make reasonable efforts to assist with an address correction when possible. However, once an order has entered fulfillment or has been transferred to the shipping carrier, we cannot guarantee that the address can be changed, redirected, intercepted, or otherwise modified.

Genie will not independently modify or substitute a customer’s shipping address without confirmation from the customer. If an address correction is requested after shipment, the customer may also be required to contact the shipping carrier directly.

Any request to change a shipping address after an order has already entered fulfillment is handled on a best-effort basis only.


Customer Responsibility for Address Accuracy


The shipping address submitted at checkout is considered the address authorized by the customer for fulfillment.


If an order is shipped to the exact address provided by the customer at checkout, Genie has fulfilled the order according to the customer’s submitted delivery instructions.


If the shipping address provided by the customer is incorrect or incomplete, Genie is not responsible for replacing or refunding an order solely because the package could not be delivered, was delivered to the address provided, or was otherwise affected by the incorrect or incomplete address.


This includes, but is not limited to:

  • - Missing apartment, unit, suite, or building numbers
  • - Incorrect street numbers or street names
  • - Incorrect ZIP or postal codes
  • - Incorrect cities or states
  • - Missing delivery information
  • - Typographical errors
  • - Addresses entered for a previous residence or location
  • - Any other inaccurate or incomplete information supplied during checkout


Packages That Cannot Be Delivered

If the shipping carrier is unable to complete delivery because of an incorrect or incomplete customer-provided address, the customer may be required to work directly with the carrier to provide corrected delivery information.


Genie will make reasonable efforts to assist when possible, but carrier address modifications, redirects, redelivery attempts, and delivery-instruction changes are outside of Genie’s direct control and cannot be guaranteed once a package is in transit.


An order cannot be canceled simply because an address correction is requested after the package has already been shipped.


If the carrier is unable to correct the address or complete delivery, the package may be returned to sender.


Returned-to-Sender Packages

If an order is returned to Genie or our fulfillment facility because the customer provided an incorrect or incomplete shipping address, no refund, replacement, reshipment, or other resolution will be processed until the returned package has been physically received and checked in by our fulfillment team.


Once the returned shipment has been received and inspected, the available resolution will be reviewed based on the circumstances of the order.


If the customer requests that the order be shipped again to a corrected address, the customer may be responsible for any additional shipping, handling, redelivery, or carrier fees associated with reshipping the order.


If a refund is otherwise approved, any original shipping charges, handling fees, return-to-sender charges, carrier fees, or other costs incurred as a result of the incorrect or incomplete customer-provided address may be deducted from the refund to the extent permitted by applicable law.


Orders Marked as Delivered


If carrier tracking confirms that an order was successfully delivered to the shipping address provided by the customer at checkout, Genie is not obligated to issue a refund or replacement solely because the customer later determines that the address they submitted was incorrect, incomplete, or not the location where they intended the order to be delivered.


Customers are responsible for ensuring that the address submitted during checkout is a location where they can safely and successfully receive their order.


Carrier-Related Delivery Issues


This policy applies specifically to delivery problems resulting from incorrect or incomplete shipping information provided by the customer.


If the customer provided a complete and accurate shipping address and the delivery issue resulted from a carrier error, lost shipment, damaged shipment, or another issue outside the customer’s control, Genie will review the matter separately and work with the customer and carrier toward an appropriate resolution.


Final Responsibility

By placing an order with Genie, the customer acknowledges that they are responsible for reviewing and confirming the accuracy of their shipping information before completing checkout.


Genie cannot guarantee address changes after an order has entered fulfillment and is not responsible for losses or delivery failures resulting from incorrect or incomplete shipping information supplied by the customer, except where otherwise required by applicable law.


For assistance with a shipping-address issue, please contact:


Genie Customer Support
support@getgenieproducts.com

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