Return Policy

Refund Policy

Last updated: August 31, 2026

This Policy applies to hardware products and standalone accessories sold by MAINFUNC PTE. LTD. (the "Company") through the official online store at shop.genspark.ai. By using our service, you agree to be bound by all terms of this Policy. This Policy applies only to purchases made through the Company's official channel; for purchases from other retailers, agents or distributors, please refer to the respective after-sales policies of those sellers.

Scope

This Policy covers the following categories:

  • Product bundles: the core device together with the basic accessories that come with it (in-box accessories, manuals, etc.).
  • Standalone accessories: accessories ordered as separate items, such as card holders or charging cables.

Basic accessories included in a product bundle are treated as part of that bundle and cannot be returned or refunded separately.

1. Returns and Refunds for Hardware Product Bundles

1.1 Order cancellation before shipment

From the time an order is placed until it ships, you may cancel it for any reason at no charge.

1.2 Return and refund at the customer's request (30-day, no reason required)

Window: within 30 days of receiving the product.
Condition: unopened, unused, fully functional, with all original in-box items (accessories, manuals) intact.
Refund amount: the full price of the product.
Return shipping: paid by the customer.
Special cases: if the returned item is found to be damaged, missing parts or with the packaging severely damaged, the Company reserves the right to deduct a corresponding amount from the refund based on the situation.

1.3 Exchange at the customer's request

Window: within 30 days of receiving the product.
Condition: unopened.
Return shipping: paid by the customer.
Reshipping cost: covered by the Company.

1.4 Replacement for damage caused by customer negligence

Within 30 days of receiving the product，If the product is damaged due to the customer's negligence, a replacement may be provided at 50% of the product's normal retail price.

1.5 Cases where returns or exchanges are not accepted

  • the product has been opened;
  • the product shows signs of use, damage, or stains;
  • accessories are missing;
  • items sold under special conditions such as coupons, or items explicitly marked as "non-returnable" on the product page;
  • items that have been resold or transferred;
  • damage caused by misuse, unauthorized modification, or accidents.

1.6 Refund and exchange for defective products

Eligibility: the product must have a verified defect (not caused by the customer's negligence).
Return / refund window: within 30 days of receiving the product.
Exchange window: within 1 year of receiving the product.
Return shipping: covered by the Company.
Reshipping cost: covered by the Company.

Even if a case falls under Section 1.5, a refund or exchange may still be requested if the issue is a product defect; however, defects caused by the customer's negligence are not covered.

2. Returns and Refunds for Standalone Accessories

This section applies only to accessories ordered as separate items (such as card holders, charging cables, etc.). Accessories included in a product bundle are not covered here.

2.1 Return conditions

  • the accessory must be unused and in brand-new condition, with no wear, stains, or functional damage;
  • it must be returned in its original packaging, including tags and manuals.

2.2 Application process

  • contact us by email at support@genspark.ai;
  • provide your order number, together with the name and quantity of the accessory to be returned;
  • after customer service approval, return instructions will be provided;
  • once we receive and verify the accessory, the refund will be processed within 5–10 business days.

3. Data Handling

Before returning any core device that stores user data, please clear the data yourself. Upon receiving the returned device, the Company will perform a factory reset to remove all personal data.

4. "No-Return" Solution

If a return is difficult for you, or has been specifically approved by customer service, you may keep the core device or accessory and still complete the refund or exchange process. In such cases, the Company reserves the right to take necessary administrative measures on the device, including but not limited to disabling the service authorization tied to that order, restoring the device to an unactivated state, or unbinding the device from the account. After these procedures are completed and reviewed by our engineers, the refund or exchange will be arranged; the specific form of compensation may be determined by customer service based on your situation.

5. Processing Time

Customer service response: generally within 24 hours (delays possible during promotional periods).
Refund to account: once approved, the refund is returned to the original payment account within 5–10 business days. Actual arrival time may vary depending on the processing speed of banks or payment platforms.
Exchange processing: once the application is approved and the returned item is received, the replacement will be reshipped within 3–5 business days.

6. Disclaimer

  • this Policy applies only to customers who purchased from the Company's official online store;
  • for items purchased from other retailers, please follow the policies of those stores;
  • the Company does not process transactions through agents or distributors;
  • items that have been resold or transferred are not covered by this Policy;
  • damage caused by misuse, unauthorized modification or accidents is not covered under warranty.

7. Contact Us

For any return, refund or exchange matters, please email support@genspark.ai and include the following information:

  • preferred process (return & refund / return & exchange);
  • purchase channel;
  • product order number;
  • product name / product serial number (SN, if applicable);
  • reason for return or refund.

8. Policy Revisions

The Company reserves the right to revise this Policy from time to time as business needs require. Revisions will be posted on the Company's official website and take effect on the date of posting.