Refund policy

Returns: you have 30 days from purchase to return an item for a refund or a replacement. After that, defective items are repaired or replaced under the warranty below.

Shipping times and costs are in our Shipping policy.

Return of an unused or gifted item for a refund

If you would like to return an unused or gifted item purchased on the GENIANI website for a refund, contact us at info@geniani.com and we will provide a FREE prepaid return label for orders shipped within the United States.

Return the item within 30 days of purchase in its original packaging, and we will process a full refund to the original payment method.

Refunds are processed within 5 business days from the day our technical department receives the item, and we will notify you through the contact method used for the purchase.

For orders shipped outside the United States, the customer covers the return shipping cost to receive a full refund.

The return shipping label issued by GENIANI is valid for 21 days and is canceled if not used. The label is provided in electronic format only and must be printed to ship the item.

Warranty

The XL heating pad comes with a 3-year warranty, extended to 5 years when you register your purchase on our Product Registration page within 14 days of purchase. The double-sided XL heating pad and the Lava neck and shoulder heating pad come with a 1-year warranty. Check the product page or the manual of your model for its exact terms.

During the warranty period, GENIANI will repair or replace defective products or parts with new or reconditioned components at GENIANI’s discretion, without charge to the customer.

The warranty covers:

• defects in materials detected upon delivery of the product
• defects in workmanship under normal use
• a product that arrives broken

The warranty does not cover:

• damage resulting from improper use or not following the user manual
• damage resulting from natural disasters
• modification of the product from its original form
• damage or defects caused by service or repair performed by anyone other than the GENIANI technical support team
• damage or defects occurring during commercial use, rental use, animal use or any use for which the product was not intended
• damage or defects exceeding the cost of the product
• requests for replacements or refunds that are not accompanied by the order ID
• theft or loss of a product
• use outside of the country where the product was sold
• purchases made from resellers that are not on the list of our authorized dealers and bypass our fulfillment center, our official FBA or shipping provided by our authorized dealers

Order ID

Any warranty service or question must be accompanied by the order number of the purchase of the product. You can find the order number in the order history of the website where the item was purchased. It serves as your warranty number: please keep it, as GENIANI cannot offer warranty service without it.

Return for replacement

We are always glad to replace a defective product or an incorrect order you received.

Every return for replacement must be authorized by GENIANI within the warranty period, with a valid order ID and proof of the defect (photos or videos).

GENIANI provides a return shipping label within 3 months of delivery. The label is valid for 21 days and is canceled if not used; it is provided in electronic format only and must be printed to ship the item. After the 3-month period, the customer covers the return shipping cost.

After our customer care team approves the return, please ship the item to:

GENIANI Tech Department
800 Progress Center Court St. 100
Lawrenceville, GA 30043

Each returned order must be accompanied by the order ID and the return tracking number provided to our customer care team.

GENIANI replaces the product free of charge after our technical department receives it and inspects the issue under our quality control procedure (within one business week).

Lost or stolen packages

The customer assumes all responsibility for any loss or damage of their item(s) caused by the shipping carrier. Once the order is passed to the carrier, the shipment becomes the customer’s and the carrier’s responsibility.

If your product arrives broken, contact us: it is covered by the warranty above.

Contact

Write to info@geniani.com and include the following so we can help you within 24 hours:

• order ID
• full name
• description of the defect
• photo or video of the issue