Warranty & Return

We are committed to a 1-Year Limited Warranty & 14-Day Return for all Singapore orders.

Not a perfect match?

We accept all Singapore returns within 14 days of purchase, as long as the product is unopened due to the intimate nature of the product. To streamline the process, kindly contact us to schedule an appointment for an in-person return at our location. Just follow the Return Process below and we will keep you updated every step along the way. Before you proceed, do run through this quick checklist here to ensure your product is eligible for return:

Product is unopened, meaning the hygiene seal is not opened or tampered with, due to hygiene reasons.
Product is under the return timeframe, within the first 14 days of purchase.
Product is in original packaging kit, including the pouch and kraft box.
Product is not purchased on sale, as sale items are final and cannot be returned.
Original order confirmation email with order no. as proof of purchase.

Return Process

1. Drop us a message using our contact form, quoting your order no. and reason for return and we will advise you further on a case by case basis.

2. Once the return of the product is confirmed, you will receive a link from us to book a time slot to visit our space at Tanjong Pagar to return your product.

3. When we verify that your product is well-received, we will process your refund.

Refunds

Once we receive your returned product, we will issue a refund via store credits within 5 working days. The amount refunded will be equivalent to the full amount of the original transaction minus the original shipping charges. In the event the original transaction had incurred zero shipping fee, a shipping fee of five Singapore dollars will be charged for standard delivery, while a shipping fee of twenty Singapore dollars will be charged for same day delivery.

Defective product?

We take pride in the quality of our products, hence we provide a 1-Year warranty for all our Genvie products sold in Singapore. To streamline the process, kindly contact us to schedule an appointment for an in-person exchange at our location. Just follow the Replacement Process below and we will keep you updated every step along the way. Before you proceed, do run through this quick checklist here to ensure your product is eligible for return:

Have you tried to troubleshoot your product? Follow these 3 easy steps here or simply refer to our Product Guide for a more detailed illustration.

Charge the product for at least a good 5 minutes as the battery may be fully drained and take a couple of minutes to respond.
While it is charging, check that the product is emitting a steady light pulse. If not, kindly double check the charging connections: (I) from the wall socket to the USB; (II) as well as ensure that the DC charging plug is fully inserted into the product’s DC port.
Hold down the power button for a good 10 seconds as the product interface may be locked.

Product is under the warranty timeframe, within the first 1 year of purchase in Singapore.
Original order confirmation email with order no. as proof of purchase.

Replacement Process

1. Drop us a message using our contact form or email us at hello@wearegenvie.com, quoting your order no., product name, reason for replacement and photo/video evidence of any product issues.

2. After we assess the validity of the request, we will send you a link to book a time slot to visit our space at Tanjong Pagar to exchange your product in-person.

Please note:

Returns & Warranty only applicable for orders sold in Singapore. There will be strictly no refunds, warranties and returns for overseas shipping outside of Singapore.
Genvie reserves the rights to withhold any refunds if your original item has not reached our warehouse.
Where items are damaged due to misuse, general wear and tear, or operator error, they will not be deemed defective.
All sale items are final and will not be entitled for 14-Day Return, but not to worry, sale items are still entitled to our 1-Year Warranty.