Warranty & Return

Pixio Limited Warranty Policy

Subject to the terms and conditions set forth below, Pixio warrants the Pixio Monitor (“Product”) you have purchased from Pixio.com or from a Pixio authorized reseller/retailer to be free from defects in materials or workmanship under normal consumer use during the warranty period in the continental United States, Hawaii, and Alaska. If the Product becomes defective during the warranty period Pixio will, at its option, repair or replace the Product. Pixio may use new or reconditioned components or parts to repair the Product or replace the Product with a new or reconditioned Product of the same or functionally equivalent model.

I.  Pixio Monitor Standard Limited Warranty: Subject to the exclusions set forth below:

A.  One (1) year from the purchase date by the original retail purchaser (the“Customer”) parts and labor only (No advance replacement).

B.  Return Merchandise Authorization Shipping: The Customer will pay shipping freight to Pixio or a Pixio Authorized Service Provider, and Pixio will pay shipping freight to the Customer during the warranty period.

C.  Repaired or Replaced Parts and Products: Replacement parts and products assume the remaining original warranty, or ninety (90) days, whichever is longer.

D.  DOA (Dead On Arrival) and Shipping Damages: Must be reported within seven (7) days of purchase. An RMA number must be issued in order to process the replacement. Pixio will replace the DOA unit with a brand new replacement. Pixio will cover the freight charges both ways. Pixio is not responsible for the shipping damages reported after seven (7) days period.

E.  Definition of Abnormality and Malfunction on Monitors

1)    Abnormal line/Incorrect Color/Overlapping images
2)    Dead pixel on the panel (please refer to Panel Pixel Warranty & Regulations below)
3)    Unable to switch on the monitor by Power button/White Display/Power LED does not light up
4)    Control buttons not working
5)    Power leak and safety concerns
6)    Shipment arrived with carton box damaged
7)    Model name does not match with shipment (Please check with your reseller first)

F.  Panel Pixel Warranty & Regulation:

1)    By ISO 13406-2 standards, Pixio conforms to the acceptance level between 1 to 5 defective bright/dark pixels. If your panel has less than or equal to 5, or in the range between 0~5, it is considered as an acceptable monitor.

 After Purchase Bright/Dark Pixel
1 year (12 months) ≦5

2)    A Pixel consists of sub-pixels: one red, one green and one blue dot. A bright dot is a sub-pixel that is always on under Black pattern. A dark dot is a sub-pixel that is always off under any pattern.

3)    Micro Dot, less than or equal to 1/2 dot (50μmφ), is excluded in the warranty

4)    Perfect Pixel, or Zero Dead Pixel units are exceptions to this policy.

5)    The panel is subject to have some backlight bleeding due to LCD/LED panel characteristics.

 II.  This Limited Warranty does not Apply to: (“Excluded Circumstances”)

  1.  Removed, revised, defaced, or damaged warranty seals and/or original factory serial numbers.
  2.  Damage resulting from improper installation, including, but not limited to, incorrect or insufficient electric power supply.
  3.  Defects resulting from long-term improper use.
  4.  Damage resulting from long-term static images displayed (also referred as “Image Sticking”) or improper use.
  5.  Damage (including cosmetic damage such as scratches, spots, or dents), failure, loss, or personal injury due to misuse, abuse, negligence, improper maintenance, and storage, or acts of nature.
  6.  Damage incurred while being transported or moved by the customer.
  7.  Damage resulting from infection or installation of illegal software.
  8.  Damages caused by servicing not authorized by Pixio
  9.  Damages caused by a product or part that has been modified to alter functionality or capability without the written permission of Pixio
  10.  Damages caused by usage that is not in accordance with product instructions or user manuals, failure to follow the product instruction or user manuals or failure to perform cleaning or preventative maintenance
  11.  Uninterrupted or error-free operation of the product
  12.  Any equipment or components that were not included in your product as originally sold to you
  13.  Loss of Data
  14.  Normal wear and tear
  15.  Minor imperfection that meets design specifications
  16.  Cosmetic damage or exterior finish that does not affect functionality including but not limited to scratched or cracked displays
  17.  Within Panel Bright/Dark Dot Warranty & Regulation acceptance. See I.F.1

 

III.  Warranty Service Procedure:

A.  Please read Pixio’s Limited Warranty Policy thoroughly before proceeding.
B.  Fill out the "Return Merchandise Authorization Form" and submit it to CS@PixioGaming.com
a.    Customers must assist Pixio in diagnosing issues with your product and follow Pixio’s warranty processes.
C.  A Pixio customer service representative will notify you of the final decision for eligibility of warranty services.
a.   Customers, whose product is eligible for warranty services, will receive an RMA confirmation email from a Pixio customer service representative.
b.   Customers, whose product is NOT eligible for the limited warranty services, or is out of warranty, will be notified of the reasoning and potential options to resolve your issues.
c.   An RMA confirmation email will include the RMA number and instructions for properly packaging and shipping the product back.
D.  Make sure to ship your product properly to the address provided in the RMA confirmation email.
a.    Shipping costs to Pixio will not be reimbursed.
i.    Pixio recommends insuring all products being shipped back to us. Pixio will not be responsible or refund items lost or damaged during transit.
E.  Please provide Pixio customer service with your customer information and tracking number, with the RMA number in the email title. Like so:
a.    Email Subject: RMA #XXXXXX
b.    Body: First and Last Name, Order Number, Tracking Number

 

IV.  Limitations of Liability.

Pixio SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES FOR BREACH OF ANY EXPRESS OR IMPLIED WARRANTY. Pixio’S MAXIMUM LIABILITY IS LIMITED TO THE PURCHASE PRICE YOU PAID FOR PRODUCTS OR SERVICES PLUS INTEREST ALLOWED BY LAW. Pixio IS NOT LIABLE TO YOU FOR EVENTS BEYOND Pixio'S CONTROL, SUCH AS ACTS OF GOD, VIRUSES, PROPERTY DAMAGE, LOSS OF USE, INTERRUPTION OF BUSINESS, LOST PROFITS, LOST DATA OR OTHER CONSEQUENTIAL, PUNITIVE OR SPECIAL DAMAGES, HOWSOEVER CAUSED, WHETHER FOR BREACH OF WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE. Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, or allow limitations on how long an implied warranty lasts, so the above limitations may not apply to You. This Agreement gives You specific legal rights and You may have other rights which vary from state to state, jurisdiction to jurisdiction or province to province. Rev.0413 PN: 46.AD159.003 5

 

Returns

If, for whatever reason, you are not satisfied with the purchased product, you may return the product within 30 days of the purchase date. Refunds and exchanges are subject to the following conditions:

Prior to shipping any products back for a return, please contact us at CS@PixioGaming.com with the reason for return. Any additional feedback is welcome and important for us to improve our products and services.

Products must be purchased directly from Pixio or Pixio’s online markets: Amazon.com, Newegg, eBay, and others authorized to sell Pixio products.

All returned items must be in the original condition with all parts, contents, and documents (manuals, invoice, etc.) in the package upon our receipt of the returned item. All missing parts, contents, and documents will be subject to a re-stocking fee. Refer to the restocking fee chart below for applicable charges.

  Restocking Fee Chart
Restocking Fee 15% flat
Missing Parts Power Adaptor $25
DVI-D Cable, Displayport Cable $10
Audio Cable $5
Manual and Documents $5

 

All charges related to shipping and duty will be deducted from the refund amount if applicable.

Return shipping must be paid for by the buyer after 30 days since purchase date.  Warranty will not cover return shipping unless within 30 days since purchase date. 

Purchase of clearance items is not refundable unless the products have been deemed defective by Pixio.

Gift cards or coupons are not refundable.

Please place international orders with caution since product return costs may be very expensive for individual buyers.

We highly recommend using insured, tracked shipping when returning products, as we will not be able to refund any items lost or damaged during transit. Please make sure to provide us, via email, the tracking number as soon as it is made available.

 

Product Repair after Warranty Period

Customers with a Pixio product beyond the warranty period may request a repair/replacement service under specific conditions. Please submit an “Out-of-Warranty Repair Service Request Form” to CS@PixioGaming.com

 

Download Pixio RMA Form