Return & Refund
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
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 14 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 7 days. In this case, after our check, we can give you a full refund.
Return incorrect & 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 7 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.
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.
Coupons Refunds
After the refund is completed, the coupons will be refunded to you and able to come into play again within the effective dates.
Late or missing refunds (if applicable)
If you haven’t received the refund yet, first check your bank account again.
Then contact your credit card company, 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’ve done all of this and you still have not received your refund yet, please contact us at
Sale 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, partial refund is acceptable. But the preserved will be restored to its original price. Customer can not enjoy the former bundle discounts anymore and has to burden standard Refund Processing Fee and other expenses incurred.
For those who enjoy 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 the cost, and we will not refund any difference caused by this.
Replacement Policy
Within 15 calendar days of receiving the product if the product suffers performance failure.
Exchanges
We regret that item replacement is not part of the services at this point in time.
If you have any issues with your product, you can submit a ticket on https://support.pimax.com/en/support/home to inform us.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your 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 performance faults.
When a customer requests a replacement, due to product quality problems, using Pimax designated logistics channel to send original products to Pimax designated receiving place is necessary. After completing our inspection and confirming that there is a quality problem, 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 receiving point of Pimax will be returned to the customer.)
Result reporting will be offered to the customer within 20 working days after receiving the products.
Warranty Policy
We provide a one-year warranty for our products.
The final interpretation right of this policy belongs to Pimax. If there is any update, the latest version shall prevail.
