Return & Refund

Returns

Customers can apply for a refund within 15 days after receiving the goods. However, we will deduct the freight to the customer ($50) and the cost of materials that cannot be used for re-sale (for example the foam: $15) from the refund, and the customer needs to bear the returned freight 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 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 15 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 15 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 15 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 15 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 replacement under the following circumstances:

1. A claim for return is made more than 15 natural days after receipt of goods.

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

3. When returning goods, the legitimate purchase receipts or documents cannot be provided, or forging or altering the receipts.

4. The non-product quality problems happened, such as human-caused collision, burning, and unauthorized modification, enter the foreign matters (water, oil, sand, etc.), incorrect installation, quality problems caused by failure to use and operate in accordance with user manual.

5. Tear or alter labels, serial number, waterproof marks, security marks, etc…

6. Products are damaged by unavoidable factors such as fire, flood, lighting strike, traffic accident and other irresistible forces

7. After contacting Pimax to confirm return service, the items are not sent out within 7 natural 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, the coupons will be refunded to you and able to come into play again within the effective dates.
 
Late or missing refunds (if applicable)
If you haven’t received the refund yet, first check your bank account again.
Then contact your credit card company, 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’ve done all of this and you still have not received your refund yet, please contact us at
 
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, partial refund is acceptable. But the preserved will be restored to its original price. Customer can not enjoy the former bundle discounts anymore and has to burden standard Refund Processing Fee and other expenses incurred.
For those who enjoy 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 the cost, and we will not refund any difference caused by this.
 
Replacement Policy
Within 15 calendar days of receiving the product if the product suffers performance failure.
 
Exchanges
We regret that item replacement is not part of the services at this point in time.
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 30 natural 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 30 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 30 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 request for replacement is more than 30 natural days after receipt of goods.

2. When replacing goods, the legitimate purchase receipts or documents cannot be provided, or forging or altering the receipts.

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 the quality problems itself.

5. Non-intrinsic quality problems occur, such as the human caused collision, burn and unauthorized modification, the 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. Tear or alter labels, serial number, waterproof marks, security marks, etc…

7. Products are damaged by unavoidable factors such as fire, flood, lighting strike, traffic accident and other irresistible forces

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

9. Proposing replacement of goods due to damage caused by logistics transport, but failing to provide certification 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’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
 
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your 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 performance faults.
 
When a customer requests a replacement, due to product quality problems, using Pimax designated logistics channel to send original products to Pimax designated receiving place is necessary. After completing our inspection and confirming that there is a quality problem, 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 receiving point of Pimax will be returned to the customer.)
 
Result reporting will be offered to the customer within 15 working days after receiving the products.
 
Warranty Policy
We provide a one-year warranty for our headsets.
The final interpretation right of this policy belongs to Pimax. If there is any update, the latest version shall prevail.

The free warranty service has to meet the following conditions:

1. Since the purchase of the products, the products should be normal using within the specified warranty period, there is no human-made performance failure of the product.

2. There is no unauthorized dismantling 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 natural days.