Return & Refund

Returns

Customers can apply for a refund within 7 days after receiving the goods(Accessories are not included). However, we will deduct the freight to the customer ($70) and the cost of materials that cannot be used for resale (for example the foam: $30) from the refund. The customer will bear the returned freight cost and taxes.

If the return area is beyond the outlets of Pimax after-sales (EU, USA, Canada, Australia, New Zealand, Japan, UK, South Korea), the customer will be responsible for the tax which is incurred while returning the goods.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

– Gift cards
– Downloadable software products

To complete your return, we require legal proof of purchase, receipts, or invoices.

If you would like to apply for a return and refund, please submit a ticket on https://support.pimax.com/en/support/home within 7 business days of receiving the products. Please do not send your purchase back to the manufacturer without prior notice.

There are certain situations where only partial refunds are granted (if applicable)

– Any item that has obvious signs of use
– Any item not in its original condition that is damaged or has missing parts for reasons not due to our error
– Any item that is returned to Pimax more than 7 business days after receiving Return & Refund Service confirmation from Pimax. (Note: Kindly be advised that Pimax will not responsible for a loss package and delay fee.)

Returning defective or damaged items received

If the item you have received is defective or damaged, contact our customer service first and provide us with photos or a video of the defective or damaged item in 7 days. In this case, after our analysis, we can give you a full refund.

Returning incorrect & non-compatible item received

If the item you have received differs completely from the one you ordered or you got a non-compatible item with your device (the original description of the item on our site is wrong), please do not hesitate to contact our customer service and provide us with the following proofs in 7 days:
Photos or a video of the incorrect item;
Photos or a video showing the problem that occurred with this product.

Because different batches of products are supplied, the item logo or packaging you receive may vary from the one displayed on our website. If all functions and appearance of the product are correct, please understand that this case will not be included in this policy. If a return is necessary, replacement plus shipping cost reimbursement will be issued to you once you send us a return shipping receipt showing how much you paid to return it. Please ensure that the incorrect item or non-compatible item you return is in the original packaging and the merchandise is in the same condition you received it in. For any incorrect item or non-compatible items, if you are able to find a use for it and prefer to keep it, please inform us and we will offer you a partial refund.

We have the right to refuse customers’ requests for returns under the following circumstances:

1. A claim for the return is made more than 7 days after receipt of goods.

2. Incomplete returned goods, incomplete packaging, accessories, gifts, incomplete user manuals or the appearance is damaged by user error.

3. When returning goods, legitimate purchase receipts or documents cannot be provided, or forged or altered receipts are provided.

4. User caused damage, such as human-caused collision, burning, and unauthorized modification, enter of matters (water, oil, sand, etc.), incorrect installation, damage caused by failure to use and operate in accordance with the user manual.

5. Torn or altered labels, serial numbers, waterproof marks, security marks, etc..

6. Products that are damaged by unavoidable factors such as fire, flood, lightning strike, traffic accidents and other uncontrollable forces.

7. After contacting Pimax to confirm the return service, the items are not sent out within 7 days.

8. Other circumstances as described in the policy.

Refunds (if applicable)

Application process

If you have any issues with your product, you can submit a ticket at https://support.pimax.com/en/support/home to inform us.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed through the original method of payment. The refund process will be completed in about 7-14 business days, depending on the bank or credit card issuer.

Coupons Refunds

After the refund is completed, coupons will be refunded to you and will be applicable within the effective dates.

Late or missing refunds (if applicable)

If you have not received your refund yet, please first check your bank account again.
Contact your credit card company as it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at https://support.pimax.com/en/support/home

Sale items (if applicable)

Only regular-priced items may be refunded. Unfortunately, for bundle orders that contain discounted products, refunds can only be processed for the entire order. Customers are not permitted to process separate refunds for individual products in a bundle deal.
Exceptionally, if Pimax permits, a partial refund is acceptable. Returned items will be restored to its original price. Customer cannot enjoy the former bundle discounts anymore and has to burden standard Refund Processing Fee and other expenses incurred.
For those who enjoyed the discount of free shipping, the original shipping fee will be deducted from the total refund.

Note: The price of products on our website will fluctuate with ongoing sales, and we will not refund any difference caused by this.

Replacement Policy

Within 30 days of receiving the product if the product suffers performance failure.

Exchanges

We regret that item excha is not part of the services at the moment.
If you have any issues with your product, you can submit a ticket on https://support.pimax.com/en/support/home to inform us.

Replacements may be requested if one of the following conditions is met:

1. Within 30 days after receiving the goods, the customer finds that the goods are damaged in the process of logistics transportation and the logistic company is able to provide the proof of damage.

2. Within 30 days after receiving the goods, the product is found to be substantially inconsistent with the product description in one or more significant aspects.

3. Within 30 days, the product is found with a manufacturing defect.

We have the right to refuse customers’ requests for replacement under the following circumstances:

1. The replacement request is more than 30 days after receipt of goods.

2. When replacing goods, legitimate purchase receipts or documents cannot be provided, forged or altered receipts are provided.

3. Incomplete returned goods, incomplete packaging, accessories, gifts, incomplete user manuals or the appearance is damaged by human cause.

4. After testing by Pimax Technical Support Department, the product does not have quality problems described.

5. Non-intrinsic quality problems occur, such as human-caused collision, burning and unauthorized modification, the entry of foreign matters entered (water, oil, sand, etc.), incorrect installation, not in accordance with the instructions of the use and operation of goods which caused the quality problems.

6. Torn or altered labels, serial numbers, waterproof marks, security marks, etc..

7. Products that are damaged by unavoidable factors such as fire, flood, lightning strike, traffic accidents and other uncontrollable forces.

8. After contacting Pimax to confirm the return service, the items are not sent out within 7 days.

9. Proposing replacement of goods due to damage caused by logistics transport, but failing to provide proof of damage that issued by the logistics company.

10. Other circumstances as described in the policy.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you.

If the item was not marked as a gift when purchased, or the gift purchaser had the order shipped to themselves to give to you later, we will send a refund to the original purchaser and be notified of the return.

Shipping

To return your product, you need to mail your items to the designated service center.

You will be responsible for paying shipping costs for return (including cross-border and international taxes and duties, if applicable) unless the refund is due to quality issues.

When a customer requests a replacement, due to product quality issues, using Pimax designated logistics to send original products to Pimax designated service centers is required. After completing inspection and confirming the issue, our professional customer service staff will follow up and we will pay the cost of two-way logistics (Freight charges sent by the customer to the designated service center of Pimax will be reimbursed to the customer.)

Results will be sent to the customer within 7 business days after receiving the products.

Warranty Policy

Pimax will provide a one-year warranty for headsets, controllers, and base stations.
Pimax will provide a six-month warranty for accessories excluding controllers and base stations.
The final interpretation right of this policy belongs to Pimax. If there are any changes, the latest change is applicable.

The free warranty service has to meet the following conditions:

1. From the beginning of the purchase date, the product should be used normally within the specified warranty period and no user caused damage has been made to the product.

2. There is no unauthorized disassembly of the machine, no modification or addition guided by unofficial instructions, and other non-human-made faults.

3. Provide valid certification of purchase, invoice, and order number.

The following circumstances do not belong to free product warranty service:

1. The accident of collision and burning which are caused by the occurrence of artificial non-product quality problems.

2. The damage caused by unauthorized modification, disassembly and opening of the machine under the guidance of unofficial instructions.

3. Damage or water inflow cause by improper installation, use or operation without following instructions.

4. Damage caused by assembly the accessories, repaired by customers themselves without official instructions.

5. Machine serial number, exit label and other signs are indicating tear, alteration by the customers.

6. After contacting Pimax to confirm the warranty service, the items are not sent out within 7 days.

Refurbished headset
Warranty, Return & Refund

Returns

Neither returns nor refunds if there is no normal use issues within 7 days after receiving the goods.
Customers can apply for a refund if there is normal use issues within 7 days after receiving the goods.

If the return area is beyond the outlets of Pimax after-sales (EU, USA, Canada, Australia, New Zealand, Japan, UK, South Korea), the customer will be responsible for the tax which incurred while returning the goods.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
– Gift cards
– Downloadable software products

To complete your return, we require the legal proof-of-purchase, receipts, or invoices.

If you would like to apply for a return and refund, please submit a ticket on https://support.pimax.com/en/support/home within 7 calendar days of receiving the products.

Please do not send your purchase back to the manufacturer without prior notice.

There are certain situations where only partial refunds are granted (if applicable)

– Book with obvious signs of use

– Any item not in its original condition is damaged or missing parts for reasons not due to our error

– Any item that is returned to Pimax more than 7 calendar days after receiving Return & Refund Service confirmation from Pimax. (Note: Kindly be advised that related loss and increased return cost of delay will be borne by the customer.)

Return defective or damaged item received

If the item you have received is defective or damaged, contact our customer service at the first time and provide us with photos or a video of the defective or damaged item in 7 days. In this case, after our check, we can give you a full refund.

Return incorrect & non-compatible item received

If the item you have received differs completely from the one you ordered or you got a non-compatible item with your device (the original description of the item on our site is wrong), please do not hesitate to contact our customer service and to provide us with the following proofs in 7 days:

Photos or a video of the incorrect item;
Photos or a video showing the problem that occurred with this product.
Because different batches of products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy. If a return is necessary, replacement plus shipping cost reimbursement will be issued to you once you send us a return shipping receipt showing how much you paid to return it. Please be sure that the incorrect item or non-compatible item you return is in the original package and the merchandise is in the same condition you received it in. For the incorrect item or non-compatible item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.

We have the right to refuse customers’ request for return under the following circumstances:

1. A claim for the return is made more than 7 days after receipt of goods.

2. Incomplete returned goods, incomplete packaging, accessories, gifts, incomplete user manuals or the appearance is damaged by user error.

3. When returning goods, legitimate purchase receipts or documents cannot be provided, or forged or altered receipts are provided.

4. User caused damage, such as human-caused collision, burning, and unauthorized modification, enter of matters (water, oil, sand, etc.), incorrect installation, damage caused by failure to use and operate in accordance with the user manual.

5. Torn or altered labels, serial numbers, waterproof marks, security marks, etc..

6. Products that are damaged by unavoidable factors such as fire, flood, lightning strike, traffic accidents and other uncontrollable forces.

7. After contacting Pimax to confirm the return service, the items are not sent out within 7 days.

8. Other circumstances as described in the policy.

Refunds (if applicable)

Application process

If you have any issues with your product, you can submit a ticket on https://support.pimax.com/en/support/home to inform us.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed through the original method of payment. The refund process will be completed in about 7-14 business days, depending on the bank or credit card issuer.

Coupons Refunds

After the refund is completed, coupons will be refunded to you and will be applicable within the effective dates.

Late or missing refunds (if applicable)

If you have not received your refund yet, please first check your bank account again.

Then contact your credit card company as it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at https://support.pimax.com/en/support/home

Sale items (if applicable)

Only regular-priced items may be refunded. Unfortunately, for bundle orders that contain discounted products, refunds can only be processed for the entire order. Customers are not permitted to process separate refunds for individual products in a bundle deal.

Exceptionally, if Pimax permits, a partial refund is acceptable. Returned items will be restored to its original price. Customer cannot enjoy the former bundle discounts anymore and has to burden standard Refund Processing Fee and other expenses incurred.

For those who enjoyed the discount of free shipping, the original shipping fee will be deducted from the total refund.

Note: The price of products on our website will fluctuate with ongoing sales, and we will not refund any difference caused by this.

Replacement Policy

Within 7 days of receiving the product if there is normal use issues.

Exchanges

We regret that item exchanges is not part of the services at the moment.

If you have any issues with your product, you can submit a ticket on https://support.pimax.com/en/support/home to inform us.

Replacement may be requested if one of the following conditions is met:

1. Within 7 days after receiving the goods, the customer finds that the goods are damaged in the process of logistics transportation and the logistic company is able to provide the certification of damage.

2. Within 7 natural days after receiving the goods, the product is found to be substantially inconsistent with the product description in one or more significant aspects.

3. Within 7 natural days, the product is found a non-human performance fault.

We have the right to refuse customers’ request for replacement under the following circumstances:

1. The replacement request is more than 30 days after receipt of goods.

2. When replacing goods, legitimate purchase receipts or documents cannot be provided, forged or altered receipts are provided.

3. Incomplete returned goods, incomplete packaging, accessories, gifts, incomplete user manuals or the appearance is damaged by human cause.

4. After testing by Pimax Technical Support Department, the product does not have quality problems described.

5. Non-intrinsic quality problems occur, such as human-caused collision, burning and unauthorized modification, the entry of foreign matters entered (water, oil, sand, etc.), incorrect installation, not in accordance with the instructions of the use and operation of goods which caused the quality problems.

6. Torn or altered labels, serial numbers, waterproof marks, security marks, etc..

7. Products that are damaged by unavoidable factors such as fire, flood, lightning strike, traffic accidents and other uncontrollable forces.

8. After contacting Pimax to confirm the return service, the items are not sent out within 7 days.

9. Proposing replacement of goods due to damage caused by logistics transport, but failing to provide proof of damage that issued by the logistics company.

10. Other circumstances as described in the policy.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you.

If the item was not marked as a gift when purchased, or the gift purchaser had the order shipped to themselves to give to you later, we will send a refund to the original purchaser and be notified of the return.

Shipping

To return your product, you should mail it to the designated service center.

You will be responsible for paying for your own shipping costs for returning your item (including cross-border and international shipping costs, if applicable) unless the refund is due to quality issues.

When a customer requests a replacement, due to product quality issues, using Pimax designated logistics to send original products to Pimax designated service center is required. After completing inspection and confirming the issues, our professional customer service staff will follow up and we will bear the cost of two-way logistics (Freight charges sent by the customer to the designated service center of Pimax will be reimbursed to the customer.)

Results will be sent to the customer within 7 business days after receiving the products.

Warranty Policy

Pimax will provide a 3-month free limited warranty and a 9-month chargeable warranty..

The final interpretation right of this policy belongs to Pimax. If there are any changes, the latest change is applicable.

The free limited warranty service has to meet the following conditions:

The scope of the Limited warranty is limited to the functions of the headset during normal operation, which refers to power on and off, correct position tracking, normal headset display of applications and games. Cosmetic defects are not covered by the limited warranty.

1. From the beginning of the purchase date, the product should be used normally within the specified warranty period and no user caused damage has been made to the product.

2. There is no unauthorized disassembly of the machine, no modification or addition guided by unofficial instructions, and other non-human-made faults.

3. Provide valid certification of purchase, invoice, and order number.

The following circumstances do not belong to limited product warranty service:

1. Accidental collision or burning which are caused by user error.

2. Damage caused by unauthorized modification, disassembly and opening of the machine under the guidance of unofficial instructions.

3. Damage or water inflow caused by improper installation, use or operation without following instructions.

4. Damage caused by assembling the accessories, or repairs by the customers without official instructions.

5. Machine serial number, exit label and other signs indicating, alteration by the customers.

6. After contacting Pimax to confirm the warranty service, the items are not sent out within 7 days.