Returns & warranty
Back on the hook
If something is not right, returns, exchanges and warranty claims run through the partner store where you placed the order.
Wrong size
Exchange
Start a return or exchange from your order page at the store you bought from.
Heating fault
Warranty
Describe the fault on the store's order page; keep the battery and cable with the jacket or scarf.
Changed your mind
Return
The store's return window and conditions apply, shown on its order page.
Before you send it back
- Charge the battery fully and check the cable is pushed all the way in
- Hold the power button for three seconds; a short press will not start the heat
- Try another USB charger if the battery will not charge
- For towels, wash two or three times before judging softness
We cannot see or change orders, but we are happy to help with sizing and product questions at contact@genovega.pages.dev.