Pimax Crystal Light: FAQs on Returns and Post-Purchase Support

If you have any questions after your purchase, simply submit a support ticket at Pimax Support Center. We’ll work with you until your issue is resolved to your satisfaction. Please note, the live chat on our website is mainly for order-related inquiries. For after-sales support, reaching out to our support team directly will get you a quicker response.

2. Can I return the Crystal Light if it’s not defective but just isn’t right for me? How long is the return window?

Yes, you can! The Crystal Light comes with a no-questions-asked, full refund policy within 15 days of purchase. For more details, check out our Return and Refund Terms

3. Will I receive a full refund when returning the Crystal Light?

Yes, you will get a full refund for Crystal Light.

4. How long does it take to get a response after submitting a support ticket?

Our working hours are Monday to Friday, 9:00 AM to 6:00 PM (UTC+8). Once you submit a ticket, you can expect a reply within 1-2 business days. Depending on your inquiry, it might be assigned to different teams, like order delivery, tech support, or after-sales for returns and refunds, so response times may vary a bit between teams.

5. Is there a time limit for shipping the Crystal Light once the return is confirmed.

Yes, once the return is confirmed, please send the product back within 7 days. If you need extra time, just let our agent know through your support ticket, and we can set a new return date. If you don’t ship the product within the agreed timeframe and don't request an extension, you might miss the 15-day return window.

6. Who pays for the return?

Pimax covers the return shipping costs.

• For U.S. customers, we will provide a return label (usually within 1-2 business days), and you can print it and drop it off with the carrier.
• For customers in other regions where the "Return Label" service isn’t available, our agent will guide you on how to ship the product to our return center. We’ll reimburse your shipping costs within 5-7 days, unless there are any delays due to banking issues.

7. Will Pimax notify me when they receive the returned product?

Yes, once your product reaches our local return center, it will take 1-3 business days to verify. After that, an agent will confirm with you via email. While after-sales details aren't always synced automatically with the website, you can easily follow up through your original support ticket if needed.

8. What happens if there’s an issue with the return shipment, like a lost package?

If your return is part of a warranty process and Pimax either provided a return label or reimbursed your shipping, we are responsible for any issues. Once the shipping company confirms the loss, our agent will start the replacement or refund process within 1-2 business days.

9. When will a replacement be shipped out?

Replacements are usually shipped within 5-7 days. Stock availability may vary by region, and your agent will confirm specific timeframes with you to ensure smooth delivery.

10. How long does it take to process my refund after Pimax receives the return? Will I get a notification?

Once we receive your return, the refund process typically takes 5-7 days. Please note that banking times may vary based on the payment method used. The agent will notify you once the refund process starts and give you an estimated time to receive it. If there’s any delay, feel free to follow up through your support ticket.

11. Can I track after-sales shipping on the website?

At the moment, after-sales shipping can’t be tracked on the website. However, we’ll send you the tracking details through your support ticket within 1-2 business days of shipping.

12. What if I’m not happy with the current service or solution? How can I file a complaint, and how long will it take to resolve?

If you have any concerns or suggestions during the service process, you can email us at complaint@pimax.com. You can also escalate your case through the "Escalate" option in your support ticket. A dedicated team will review the issue within 1-2 business days and work on a resolution, with progress updates twice a week, until the case is satisfactorily resolved.