Pimax Limited Warranty

At Pimax we're totally committed to providing not just the world's best VR headsets, but also the best quality of service that comes with these headsets. We want to make sure our users have the best VR experience as possible. Our warranty is designed to ensure that your purchase continues to meet your expectations long after the transaction, and that this document helps you navigate what to expect when dealing with an issue. 

Pimax Limited Product Warranty Statement

Pimax has established its after-sales service policy in accordance with relevant consumer protection laws and regulations, as well as Pimax's internal policies. You may request a return, exchange, or repair based on the terms and conditions outlined in this policy.

Please read this limited warranty carefully to understand your rights and obligations. By using your Pimax product or accessory, you agree to this limited warranty. The basic warranty statement applies to officially sold products. Pimax issues this warranty to you (as a consumer who has purchased a new covered product from Pimax or an authorized dealer or retailer) ("You"). This warranty does not apply to products purchased from any source other than Pimax or authorized retailers. This warranty is in addition to any rights you may have under applicable law and does not limit or otherwise reduce those rights.

The following definitions apply to this limited warranty statement:

1. "After-Sales Service Region": Refers to the countries or regions where Pimax is able to provide after-sales services locally.

2. "Product": Refers to the Pimax virtual reality system, including only the VR headset, controllers, base stations, and base stations purchased from Pimax or authorized dealers or retailers within the "After-Sales Service Region" and included in the product packaging.

3. "Accessory": Refers to secondary components included in the product's packaging when purchased together with the product or separately purchased boxed accessories, including DP cables, chargers, data cables, DP extension cables, batteries, comfort head straps, USB hubs, earphones, face cushion brackets, fiber optic cables, hand tracking modules, DMAS earphones, and KDMAS earphones, provided that they are manufactured by or for Pimax and purchased from Pimax or authorized dealers or retailers.

4. "Warranty Period": For the "Product," it refers to 12 months (inclusive) from the date of receipt or activation of the product, whichever is later. If the product is not activated within 10 natural days  after receipt, the warranty period will start from the date of receipt. For "Accessories," it refers to 6 months (inclusive) from the date of receipt. In some countries/regions with specific legal regulations governing warranty periods, the warranty period shall comply with local laws and regulations.

5. "You": Refers to the original purchaser and/or the original end-user of the product who purchased it from Pimax or an authorized dealer or retailer.

6. "Normal Use Conditions": Refers to typical end-user use in accordance with the instructions provided with the product or accessory (or instructions published online) and the user manual (as defined below).

7. "User Manual": Refers to the product usage documentation packaged with the product or accessory or published online.

8. "Return Window Period": Refers to 14 days (inclusive) from the date of receipt or activation of the product, whichever is later. If the product is not activated within 10 natural days after receipt, the period will start from the date of receipt.

If a problem is reported within the 14 days, then Pimax will extend the try out time (and thus the ability for the user to return the headset) until the issue is solved and the user can properly use the headset, and see if she or he likes it.

Warranty Coverage

This warranty covers defects and malfunctions in the new Pimax product ("Product") that accompanies it. We guarantee that, under normal and intended use, the product will perform substantially in accordance with our technical specifications or the accompanying product documentation ("Warranty Functionality") during the warranty period. If the product requires Pimax software or services to achieve the Warranty Functionality, we will provide and maintain the availability of such software and services during the warranty period. We may, at our discretion, update, modify, or limit such software and services, provided that we at least maintain the Warranty Functionality.

Warranty Policy

This warranty is in addition to any rights you may have as a consumer under applicable law and does not affect or reduce your right to contact the retailer from which you purchased the product to exercise your rights under applicable law free of charge.

1. Free Return, Exchange, and Warranty During the Return Window Period: If a product quality issue arises during the return window period and is confirmed by Pimax's official inspection, you may choose to receive a refund of the invoice amount, exchange for a product of the same model and specifications, or opt for free repair. When choosing to exchange goods, you need to return the defective product in your possession. We will arrange to send out the exchanged product  within 5 business days after receiving the defective item .

2. Repair During the Warranty Period: If a product quality issue arises during the warranty period and is confirmed by Pimax's official inspection, you may receive free repair services or exchange for a product of the same model and specifications (the replacement product, as determined by Pimax, may be new or refurbished).

Warranty Services

1. Proof of Warranty

To verify your warranty status, you may provide any of the following materials. If there is a discrepancy in warranty information between different materials, the information on the invoice (including paper invoices, electronic invoices, and invoice copies) shall prevail.

• Invoice (including paper invoices, electronic invoices, and invoice copies)

• Product serial number

• Order number

2. Exclusions: Except as prohibited by law, the following are not covered under this warranty:

• Defects related to normal wear and tear or aging of the product, such as discoloration, stretching, or coating wear;

• Damage caused by misuse, accidents (depending on the specific product, this may include physical impact, exposure to sunlight, contact with liquids, food, or other contaminants, etc.), negligence, improper or unauthorized repairs or modifications, tampering, or use with incompatible hardware, software, services, or third-party items;

• Special accessories, such as batteries, whose performance typically degrades over time, unless the failure is due to a defect in materials or workmanship;

• Cosmetic damage, such as scratches, cracks, or dents, unless caused by Pimax;

• Damage caused by unauthorized modifications, disassembly, or opening of the product under non-official instructions;

• Product malfunctions or damage caused by failure to install, use, maintain, or store the product in accordance with the user manual;

• Second-hand products for which original proof of purchase from Pimax (e.g., invoice, receipt, order number) cannot be provided;

• Use of the product in violation of any applicable laws in the product's usage location;

• Any software or service features or performance parameters beyond the Warranty Functionality;

• Non-Pimax products;

• Gifts and packaging other than the product and accessories;

• Equipment malfunctions or damage caused by force majeure events (e.g., fire, earthquake, flood, etc.);

• Removal, damage, or illegibility of the product's nameplate, SN barcode, or anti-tamper label;

• Consumable parts, such as head straps, controller straps, face cushions, headband cushions, installation kits, nose cushions, protective covers, cleaning cloths, or protective coatings, whose performance reasonably diminishes over time, unless such diminishment is caused by a malfunction;

• Products that have exceeded the warranty period.

3. Post-Warranty Quality Commitment

• Repairs or replacements of the main unit or components during the warranty period will extend the remaining warranty period of the main unit or provide a 90-day limited warranty (whichever is longer).

• Replaced parts or accessories will enjoy a 90-day limited warranty.

4. How to Obtain Warranty Service

You may refer to the user manual or visit https://www.pimax.com if you encounter issues during use. If the issue cannot be resolved by referring to the user manual and/or resources available at https://www.pimax.com, please contact Pimax customer service for assistance (https://support.pimax.com/en/support/home).

Should any malfunction be identified in the product or its components, your cooperation is essential in the diagnostic process. We kindly request your collaboration with Pimax to jointly address and rectify the issue. Please reach out to us with the pertinent details outlined below and undertake the following steps to facilitate a swift resolution：

Please reach out to us with the pertinent details outlined below and undertake the following steps to facilitate a swift resolution.:

• The model and serial number of the product and accessory.

• Your complete address and contact information.

• A copy of the original invoice, receipt, or sales order for the product purchase. Valid proof of purchase must be presented when making any claims under this limited warranty.

• Before returning the product to us, you should back up and delete all personal programs or data from the product. We cannot guarantee that we can repair the product without risking or losing programs or data, and any replacement product will not include any data stored on the original product.

• We will determine whether a defect or malfunction falls within the scope of this warranty. If we find a defect or malfunction covered by this warranty, we will repair or replace the product to provide the Warranty Functionality, and we will send the repaired or replacement product. If the product cannot be repaired or replaced, you may be entitled to a refund.

• Any repaired or replaced product will continue to be covered under this warranty for the remainder of the original warranty period or 90 days from the date of receipt of the replacement or repaired product, whichever is longer.

5. Return, Exchange, and Repair Guidelines

• If you purchase or use Pimax products in countries or regions outside the "After-Sales Service Region," Pimax will not be able to provide free warranty services (you will be responsible for any shipping costs, customs duties, and other taxes that may arise). Please note that warranty services may be restricted to the country where the product or accessory was originally intended to be sold.

• Before returning/exchanging/repairing the device, please back up and delete your personal data. If you fail to back up, delete, and/or remove such data, Pimax will not be responsible for any data-related losses resulting from the execution of warranty services. Pimax will not store any personal data on your device for any purpose. Pimax will protect your personal privacy but will not be responsible for damage to or loss of personal data during the repair process. Pimax is not responsible for any damage to or loss of any programs or data that you have not backed up, and you understand and agree to this.

• When sending a product for repair, it must be tested by Pimax. If your device is determined to be defective or malfunctioning by Pimax or an authorized Pimax service provider, Pimax will determine the appropriate maintenance plan and communicate with you for confirmation.

• If the product does not fall within the scope of this warranty policy (e.g., the warranty period has expired, exclusions apply, etc.), Pimax will notify you that the product is no longer covered under warranty and will return it to you free of charge. Alternatively, if you agree to pay for the repair, we will proceed with the repair and charge you the relevant fees, providing a repair report.

6. Responsibility for User-Installable Parts

If the returned defective product from the user contains self - installed spare parts (not Pimax official accessories), please contact Pimax customer service to confirm the return matters. In this case, the user needs to bear all the logistics costs generated by the returned accessories.