リターンズ

We hope you love your purchase but if you don't, we're happy to process a return and issue you a refund within 15 calendar days after the day you receive it. Eligible items will get a full-refund while a $70 return shipping costs and a $30 non-reusable material fee will be deducted from your return. All orders must be in its original, undamaged condition as well as in the original packaging.

Duties and taxes might occur if the order is returned from areas out of EU, USA, Canada, Australia, New Zealand, Japan, UK and South Korea.

Non-returnable items:

– Non-reusable accessories
– Gift cards
– Downloadable software products

To initiate a return, please submit a request at https://support.pimax.com/en/support/home a valid receipt of purchase will be required.

Note: If an order is returned to us without notice, we will charge the appropriate return costs and they will be deducted from your refund.

Please be aware that there may be situations where only partial refunds can be granted (if applicable).

- Any item that shows obvious signs of use
- Any item that is not in its original condition, or that has been damaged or has missing parts for reasons not attributed to our error
- Please ensure that you return any item to Pimax within 15 business days of receiving Return & Refund Service confirmation. Please note that any items returned after this period may not be eligible for a refund.

Please understand that Pimax cannot be held responsible for any lost or delayed packages, and any fees associated with such issues will not be refunded.

Returning defective or damaged items

If you receive a defective or damaged item, please contact our customer service within 15 days to request a full refund.

To request a refund, please provide us with the following information:

- Photos or a video of the defective or damaged item.
- A description of the problem with the item.
- Your order number.
- Your shipping address.

We will need to evaluate the item to determine if it is indeed defective or damaged. If it is, we will issue you a full refund.

We apologize for any inconvenience this may cause. Thank you for your understanding.

Returning incorrect & non-compatible item

If you receive an incorrect or non-compatible item, please contact our customer service within 15 days to request a replacement or refund.

To request a replacement or refund, please provide us with the following information:

- Photos or a video of the incorrect or non-compatible item.
- A description of the problem with the item.
- Your order number.
- Your shipping address.

We may not process your return request under the following circumstances:

- You have requested a return more than 15 days after receiving your item.
- Your item is incomplete, damaged, or has been tampered with.
- You do not have a valid proof of purchase.
- Your item has been damaged by an act of God, such as fire, flood, or lightning.
- You have not returned your item within 15 days of contacting Pimax to confirm the return.
- Other circumstances as described in our return policy.

セール品（該当する場合）

Only regular-priced items are eligible for a return. For bundle orders that contain discounted products, return can only be processed for the entire order.

Customers are not permitted to process separate returns for individual products in a bundle deal.

In some cases, after evaluation, we may accept partial refunds, but will deduct processing fees, shipping fees and other expenses incurred from the refund.

Note: The price of products on our website may change due to sales and promotions. We don’t offer price match on this.

Refunds

Once we receive your return request, we will inspect the product and process your refund within 7-14 business days. The refund will be processed through the original method of payment.

Coupon Policy

After returning the package, the coupon you used to make purchase will be effective again until it expires.

Late or Missing Refund

It may take some time for your refund to be officially posted. If you have waited more than 14 business days and you still have not received your refund, please contact us at https://support.pimax.com/en/support/home.

Replacement

You can request a replacement within 30 days upon receiving the product if below situations happen:
Damaged in the process of logistics transportation: If the customer receives damaged goods, they can contact us for a replacement if the logistic company provides proof of damage.
Substantially inconsistent with the product description: If the product is substantially different from the product description, the customer can contact us for a replacement.
Manufacturing defect: If the product has a manufacturing defect, the customer can contact us for a replacement.

We provide you different solutions to make choice as you prefer:

1. Normal RMA process
    Please cooperate to return the cable to the designated warehouse first, we will issue a new one for you after confirming the arrival.

2.Hotswap
    1) Pay 70% of the order as a deposit ; we will arrange the shipment for you as soon as possible after receiving the deposit order.
    2) After you receive the goods, we guide you to return the old one; and refund your deposit after receiving the goods.

It is quicker to receive new one in this way.

We may not process your replacement request under the following circumstances:

- If the replacement request is more than 30 days after receipt of goods.
- If you are unable to provide legitimate purchase receipts or documents.
- If the returned goods are incomplete, damaged, or have missing accessories.
- If the product does not have the quality problems described.
- If the quality problems are caused by human-caused collision, burning, unauthorized modification, the entry of foreign matters (water, oil, sand, etc.), incorrect installation, or not in accordance with the instructions of the use and operation of goods.
- If the labels, serial numbers, waterproof marks, security marks, etc. are torn or altered.
- If the product is damaged by unavoidable factors such as fire, flood, lightning strike, traffic accidents, and other uncontrollable forces.
- If you do not send the items out within 7 days after contacting Pimax to confirm the return service.
- If you are proposing replacement of goods due to damage caused by logistics transport, but you are unable to provide proof of damage that issued by the logistics company.
- Other circumstances as described in the policy.

Exchange

Please note that we do not offer exchanges at this time. If you would like to exchange a product, you will need to return it and place a new order.

We apologize for any inconvenience this may cause. Thank you for your understanding.

Gift Policy

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.

送料について

To return a product, you need to ship the items to the designated service center. You will be responsible for all the fees incurred, including shipping cost, taxes and duties, unless the refund is due to quality issues.

If you are requesting a replacement, please send the original products to our designated logistic center. After evaluation our customer service will follow up and 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). This process usually takes 7-10 business days.

保証ポリシー

ヘッドセット、コントローラ、ベースステーションについては、1年間の保証を提供します。
コントローラおよびベースステーションを除くアクセサリについては、6ヶ月の保証を提供します。
本ポリシーの最終的な解釈権は、Pimaxに帰属します。変更があった場合、最新の変更が適用されます。

The free warranty services has to meet the following conditions:

1.購入日当初から、指定された保証期間内に正常に使用され、かつ、使用者に起因する損傷が製品にないこと。

2.機械の不正な分解、非公式な指示に誘導された改造や追加など、人為的でない不具合がないこと。

3.3. 有効な購入証明書、請求書、注文番号を提出すること。

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

1.人為的な非製品品質問題の発生に起因する衝突・焼損の事故。

2.非公式な指示による不正な改造、分解、開封によって生じた損害。

3.3. 不適切な設置、使用、または指示に従わない操作による損傷や水の流入。

4.付属品の組み立てに起因する損害、正式な指示なしにお客様ご自身で修理された場合。

5.機械のシリアル番号、出口ラベルなどが、お客様による破れ、改造を示すものである。

6.Pimaxに連絡し保証サービスを確認した後、15日以内に商品を発送しない。

OUTLET HEADSET WARRANTY, RETURN & REFUND

リターンズ

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.

返品先がPimaxのアフターセールス拠点（EU、米国、カナダ、オーストラリア、ニュージーランド、日本、英国、韓国）以外の場合、返品時に発生した税金はお客様の負担となります。

返品は、未使用で、受け取ったときと同じ状態であることが条件です。また、元のパッケージに入っている必要があります。

その他の返品不可商品：
- ギフトカード
- ダウンロード可能なソフトウェア製品

返品には、購入証明書、領収書、請求書などの法的な証明書が必要です。

返品・返金をご希望の場合は、商品到着後7暦日以内に、https://support.pimax.com/en/support/home、チケットをご提出ください。

購入された商品を無断でメーカーに返送することはご遠慮ください。

一部返金のみとなる場合があります（該当者のみ）

– 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

万一、お届けした商品に不具合や破損があった場合は、15日以内に弊社カスタマーサービスまでご連絡いただき、不具合や破損の状況を写真またはビデオでお知らせください。この場合、弊社で確認後、全額返金させていただきます。

Return Incorrect or Non-compatible Item Received

万一、お届けした商品がご注文の商品と異なる場合、またはお客様の機器と互換性のない商品（当サイトの商品説明が間違っている）が届いた場合は、15日以内に以下の証明書を添えて、カスタマーサービスにご連絡ください。

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 reserve the right to decline customers' return requests under the following conditions:

1. A claim for the return is made more than 15 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

製品に問題がある場合は、https://support.pimax.com/en/support/homeでチケットを送信してお知らせください。

返品が受理され、検品された後、弊社が返品商品を受領したことをお知らせする電子メールをお送りします。また、返金の承認・不承認についてもお知らせします。

承認された場合、元の支払い方法を通じて返金処理が行われます。返金手続きは、銀行やクレジットカード発行会社によって異なりますが、7～14営業日程度で完了します。

Coupon Refunds

払い戻し完了後、クーポンを払い戻し、有効期限内に適用されます。

Late or Missing Refunds (If Applicable)

まだ返金を受け取っていない場合は、まず銀行口座を再度ご確認ください。

その後、正式に返金されるまで時間がかかる場合がありますので、クレジットカード会社にお問い合わせください。

次に、銀行に連絡してください。還付金が計上されるまでには、多少の処理時間がかかることがあります。

ここまでやってもまだ返金されない場合は、https://support.pimax.com/en/support/homeまでご連絡ください。

Sales Items (If Applicable)

通常価格の商品のみ払い戻しが可能です。残念ながら、割引商品を含むバンドル注文の場合、払い戻しは注文全体に対してのみ処理することができます。同梱商品の個々の商品に対して個別に返金を処理することはできません。

例外的に、Pimaxが認めた場合は、一部返金に応じます。返品された商品は、元の価格に戻されます。この場合、お客様は以前のバンドル割引を受けることができなくなり、標準的な返金処理手数料およびその他の費用を負担する必要があります。

送料無料の割引を利用された方は、返金総額から元の送料を差し引いた金額を返金いたします。

注：当社ウェブサイト上の商品の価格は、継続的な販売によって変動しますが、これによって生じるいかなる差も返金いたしません。

交換方針

通常の使用上の問題がある場合は、製品到着後15日以内。

取引所

申し訳ございませんが、現在、商品の交換はサービスの一部ではございません。

製品に問題がある場合は、https://support.pimax.com/en/support/homeでチケットを送信してお知らせください。

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

1.お客様が商品を受領した後15日以内に、物流輸送の過程で商品が破損していることを発見し、物流会社が破損の証明のために

2.商品受領後15自然日以内に、商品が1つ以上の重要な側面で商品説明と実質的に矛盾していることが判明した場合。

3.15自然日以内に、製品に人為的でない性能上の欠陥が発見された場合。

We reserve the right to decline customers' return requests under the following conditions:

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 15 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.

ギフト

購入時にギフトとしてマークされ、直接お客様に発送された場合は、返品額分のギフトクレジットをお送りします。返品された商品を受け取り次第、ギフトカードを郵送いたします。

購入時にギフト用と書かれていなかった場合、またはギフト用購入者が、後でお客様に渡すために自分宛に注文品を発送した場合、最初の購入者に返金を送付し、返品の連絡を受けます。

送料について

返品は、指定されたサービスセンターへ郵送してください。

品質上の問題による返金を除き、返品にかかる送料はお客様のご負担となります（国境を越える場合や海外発送の場合も含む）。

製品の品質上の問題により、お客様から交換のご要望があった場合、Pimax指定物流を利用してオリジナル製品をPimax指定サービスセンターへ送付していただく必要があります。検査終了後、問題点を確認した後、専門のカスタマーサービススタッフがフォローし、双方向の物流費用を負担します(お客様がPimaxの指定サービスセンターへ送る際の運賃は、お客様にご負担いただきます。)。

結果は、商品到着後15営業日以内にお客様にお送りします。

保証ポリシー

Pimaxは電子機器に対して1年間の保証を提供しますが、外観上の問題は保証の対象外です。

本ポリシーの最終的な解釈権は、Pimaxに帰属します。変更があった場合は、最新の変更内容が適用されます。

無償限定保証サービスは、以下の条件を満たす必要があります。

限定保証の範囲は、電源のオン/オフ、正しい位置のトラッキング、アプリケーションおよびゲームの正常なヘッドセットディスプレイを指す、通常の動作時のヘッドセットの機能に限定されます。外観上の欠陥は、限定保証の対象外です。

1.購入日当初から、指定された保証期間内に正常に使用され、かつ、使用者に起因する損傷が製品にないこと。

2.機械の不正な分解、非公式な指示に誘導された改造や追加など、人為的でない不具合がないこと。

3.3. 有効な購入証明書、請求書、注文番号を提出すること。

The following circumstances are not covered by the limited product warranty service:

1.1. 使用者の誤りに起因する偶発的な衝突や焼損。

2.非公式な指導の下での不正な改造、分解、開封による損害。

3.不適切な設置、使用、指示に従わない操作による損傷や水の流入。

4.付属品の組み立てや、お客様による正式な指示のない修理に起因する損害。

5.機械製造番号、出口ラベル、その他お客様による改造を示すサイン。

6.Pimaxに連絡し保証サービスを確認した後、15日以内に商品を発送しない。