Returns

Return Eligibility

We're dedicated to ensuring your satisfaction with our return policy. Here are the details:

  • Most new, unopened items purchased directly from Pimax are eligible for return within 15 calendar days of delivery.

  • To qualify for a refund, products must be in their original, undamaged condition, complete with all manuals, accessories, and warranty cards.

  • Please note that items showing wear and tear, signs of use, or damage may not be eligible for a full refund.

Initiating a Return

  1. Contact Customer Support: Please reach out to our dedicated support team via our support portal or engage with our chatbot for direct assistance.

  2. Obtain an RMA Number: Our knowledgeable support team will guide you through the process and furnish you with a Return Merchandise Authorization (RMA) number.

  3. Ship the Product: Thoughtfully repack the item in its original packaging, ensuring to affix the provided RMA number prominently on the shipping label. For added peace of mind, we recommend utilizing a trackable shipping service.

Return Costs & Fees

  • Original Shipping Costs: These costs are non-refundable unless the return is a result of our error, such as shipping an incorrect item. In such cases, we'll cover the original shipping costs.

  • Return Shipping Costs: While we stand behind our products, customers are responsible for return shipping costs unless the return is due to our error. We appreciate your understanding in this matter.

  • Duties and Taxes: Duties and taxes may apply if you're returning items from outside designated regions, including the United States, United Kingdom, European Union, Australia, Japan, and Canada.

Non-returnable Items

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

Exceptions & Considerations

We want to ensure transparency and clarity in our return policy. Here are some important exceptions and considerations to keep in mind:

  1. Warranty Claims: If you encounter any technical issues with your product, rest assured that it may be covered under our comprehensive warranty policy. For detailed information, please refer to our warranty documentation.

  2. Time Limits: To streamline our return process, we kindly request that all return requests be initiated within 15 days of delivery. This ensures prompt and efficient assistance for our valued customers.

  3. Partial Refunds: In certain cases where items are not returned in their original condition, we reserve the right to issue partial refunds. We appreciate your understanding and cooperation in this matter.

For Defective or Damaged Items:

  1. Please contact our customer service team within 15 days if you receive defective or damaged items to initiate a return for a full refund.

  2. Kindly provide photos/videos along with a description of the problem to facilitate our evaluation process.

For Incorrect or Non-Compatible Items:

  1. If you've received incorrect or non-compatible items, please reach out to our customer service team within 15 days for a replacement or refund.

  2. To assist us in resolving the issue promptly, please provide photos/videos and a detailed description of the problem.

 

Refunds

Upon receiving your returned item and verifying its condition, we'll promptly initiate a full refund to your original payment method within 7-14 business days.

 

Exchange Policy

We're here to ensure your satisfaction with our products. If you find that your product meets any of the following criteria within 30 days of receiving it, you may request an exchange:

  • Damaged in transit (with proof of damage from the logistics company)

  • Substantially different from the product description

  • Manufacturing defect

We offer two options to ensure a seamless process for you:

  1. Normal RMA Process:

    1. Simply return the product to us.

    2. Once we confirm the return, you will receive a new product.

  2. Hotswap (Expedited Replacement):

    1. Opt for our expedited replacement by paying a 70% deposit upfront for a new product.

    2. Return the old product upon receiving the new one.

    3. Upon return receipt, we will refund your deposit.

 

We hope this information assures you of our commitment to your satisfaction. If you have any further questions or concerns, please don't hesitate to contact us. We're here to assist you every step of the way.