How to return or exchange your device?
Step 1 — Start your request
Option A: Through your account (fastest)
1. On the product website, open User Center (top-right corner of the homepage)
2.Click Orders to see your order history
3.Select "Return items" next to the product
Option B: By email
Write to support@genspark.ai and include:
- What you need: return or exchange
- What's wrong — a short description of the issue
- Photos or a video showing the problem
- Whether you still have the complete packaging and all parts
What happens next: we'll review your request within 2 business days and email you the decision. If you're exchanging because of a quality issue, we'll ship your replacement device as soon as we've reviewed your photos — no need to wait for the return to arrive.
Step 2 — Send the device back
Before you ship:
- Unbind the device from your account
- Erase all your data
- Pack all parts — device, cables, and accessories
- Write your order number (Genspark #xxxxx) on the courier note.
Step 3 — Send us your tracking number
Once it's shipped, email support@genspark.ai with your order number and the courier tracking number so we can track it on our side.
Your refund
We'll inspect the device when it arrives and issue your refund within 3 business days of passing inspection. Your bank may take a few extra days to show the money in your account.