Returns

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.

Sale items (if applicable)

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.

Shipping

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.

Warranty Policy

Pimax will provide a one-year warranty for headsets, controllers, and base stations.
Pimax will provide a six-month warranty for accessories excluding controllers and base stations.
The final interpretation right of this policy belongs to Pimax. If there are any changes, the latest change is applicable.

The free warranty services has to meet the following conditions:

1. From the beginning of the purchase date, the product should be used normally within the specified warranty period and no user caused damage has been made to the product.

2. There is no unauthorized disassembly 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 circunstances 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 15 days.

OUTLET HEADSET WARRANTY, RETURN & REFUND

Returns

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.

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 7 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 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

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 or 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 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

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.

Coupon Refunds

After the refund is completed, coupons will be refunded to you and will be applicable within the effective dates.

Late or Missing Refunds (If Applicable)

If you have not received your refund yet, please first check your bank account again.

Then contact your credit card company as 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 have done all of this and you still have not received your refund yet, please contact us at https://support.pimax.com/en/support/home

Sales 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, a partial refund is acceptable. Returned items will be restored to its original price. Customer cannot enjoy the former bundle discounts anymore and has to burden standard Refund Processing Fee and other expenses incurred.

For those who enjoyed 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 ongoing sales, and we will not refund any difference caused by this.

Replacement Policy

Within 15 days of receiving the product if there is normal use issues.

Exchanges

We regret that item exchanges is not part of the services at the moment.

If you have any issues with your product, you can submit a ticket on https://support.pimax.com/en/support/home to inform us.

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

1. Within 15 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 15 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 15 natural days, the product is found a non-human performance fault.

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.

Gifts

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 and be notified of the 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 quality issues.

When a customer requests a replacement, due to product quality issues, using Pimax designated logistics to send original products to Pimax designated service center is required. After completing inspection and confirming the issues, 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 service center of Pimax will be reimbursed to the customer.)

Results will be sent to the customer within 15 business days after receiving the products.

Warranty Policy

Pimax will provide a 1 Year Warranty on the Electronics, Cosmetic issues are not covered by the Warranty.

The final interpretation right of this policy belongs to Pimax. If there are any changes, the latest change is applicable.

The free limited warranty service has to meet the following conditions:

The scope of the Limited warranty is limited to the functions of the headset during normal operation, which refers to power on and off, correct position tracking, normal headset display of applications and games. Cosmetic defects are not covered by the limited warranty.

1. From the beginning of the purchase date, the product should be used normally within the specified warranty period and no user caused damage has been made to the product.

2. There is no unauthorized disassembly 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 are not covered by the limited product warranty service:

1. Accidental collision or burning which are caused by user error.

2. Damage caused by unauthorized modification, disassembly and opening of the machine under the guidance of unofficial instructions.

3. Damage or water inflow caused by improper installation, use or operation without following instructions.

4. Damage caused by assembling the accessories, or repairs by the customers without official instructions.

5. Machine serial number, exit label and other signs indicating, alteration by the customers.

6. After contacting Pimax to confirm the warranty service, the items are not sent out within 15 days.