Pixio Limited Warranty Policy
Pixio offers manufacturer's warranty on all products.
Most warranty details can be found on this page. For further support regarding warranty claims, you can contact us at cs@pixiogaming.com and we will guide you through the process.
We encourage all of our customers to register their product within thirty (30) days of the original purchase at www.pixiogaming.com/register.
Warranty terms may vary for different products and this warranty only applies in the domestic US & Canada.
Warranty Service Procedure
Please follow the instructions carefully when proceeding with your warranty claim.
- Fill out the RMA (Return Merchandise Authorization) Form at www.pixiogaming.com/rma. Products MUST be registered and VALID in order to receive any warranty service.
- Our customer service representative will get back to you by email within 1 business day and let you know if you are eligible for warranty services.
- If eligible for warranty service, we will request you to ship the product to the service location we provide.
Shipping Costs
Pixio offers discounted shipping to customers as a courtesy for RMA returns for service. Products using discounted shipping MUST be shipped back in its original box and foam packaging. You can request a replacement box and packaging, but shipping costs will apply. We can provide a quote for the discounted shipping and the shipping cost for replacement box and packaging.
Product must be shipped back within 2 weeks of receiving the shipping label. Failure to ship will result in voiding of the discounted shipping label.
Products must be packaged carefully to avoid damage during transit. You may use packaging materials such as foam, packing peanuts, bubble wrap, etc.
- Shipping costs to send to Pixio will not be reimbursed.
- Pixio recommends insurance for all products being shipped back to Pixio.
- Pixio will not be responsible for refunding items that become lost or damaged during transit. Please contact your shipping service company to file a claim.
Product Repair, Replacement, and Service
Products must meet warranty terms to be serviced. Damaged or non-compliant products may be returned with a service charge. Pixio will contact you with options, including potential repair fees to maintain warranty. Out-of-warranty products will be assessed for alternative solutions.
Replaced/serviced products may show a slight difference in color and appearance depending on the product. Product specifications are subject to change without prior notice for improved performance. The contents of this warranty information are subject to change without notice for improved quality.
- This warranty is only valid for the original purchaser and cannot be transferred.
- This warranty coverage begins from the date of purchase, as verified by a valid proof of purchase.
- This warranty does not cover software or non-Pixio branded products.
- This warranty excludes cables, batteries and external powers.
- This warranty will remain for replacement parts, or ninety (90) days, whichever is longer.
*The RMA process may take 2-5 business days upon arrival to test and service the unit.
If the Product becomes Defective, has an Abnormality or Malfunction during the warranty period, Pixio will, at its option, repair or replace the Product. Products sent in for warranty service will be repaired and returned or replaced with a thoroughly tested recertified product of equal or greater performance. Pixio may use new, used or reconditioned parts, if permitted by the terms.
Pixio reserves the right to invoice you for shipping fees and service charges for any incomplete, damaged or modified Product that is returned to Pixio and requires repair or replacement that is not otherwise covered under this Warranty. Service charges are variable based upon the actual material and labor cost reasonably necessary to replace missing or return modified parts to their original factory condition.
While a replaced product or part might have minor cosmetic imperfections like scratches or dents from previous use, its performance and reliability will still meet the standards of a brand-new one.
If you need warranty service and if you need packages and inner cushions for safe shipping back to Pixio, we can send packages and cushions at your cost. Please contact us for your needs. Materials are subject to availability.
Pixio reserves the right to verify the validity of your warranty and your request for warranty service.
This Limited Warranty does not apply to: ("Excluded Circumstances")
- Removing, altering, or damaging warranty seals or serial numbers.
- Damage caused by incorrect power supply, setup, or use.
- Defects resulting from long-term improper use.
- Defects or damage from prolonged excessive use or inappropriate display of static images (image sticking).
- Misuse, negligence, improper maintenance, personal injury, or acts of nature causing damage (including cosmetic).
- Damage incurred while being transported or moved by the customer.
- Damage caused by installing or using unauthorized software.
- Servicing by non-authorized personnel.
- Modifying the product without written permission from Pixio.
- Damages caused by a product or part that has been modified to alter functionality or capability without the written permission of Pixio.
- Damage from not following product instructions or performing maintenance is not covered.
- Uninterrupted or error-free operation of the product.
- Any equipment not included in the original purchase is not covered.
- Loss of Data
- Normal wear and tear
- Minor imperfections within design specifications are not considered defects.
- Scratched or cracked displays, etc., that don't affect functionality.
- Within Panel Bright/Dark Dot within Panel Pixel Warranty & Regulations.
- Misuse of product, No receipt/confirmation, Invalid Purchase or No communication can void any warranty service.
- Damage due to water.
- Damage due to connected devices or components that are not Pixio branded products.
- Product inoperability caused by incorrect firmware or software installation; if the wrong firmware was installed on an unintended model and causes it to “brick” (become inoperable).
Missing Parts
Check your user manual for a complete list of items included with your product. If any of the items is missing, please contact us.
DOA (Dead On Arrival)
If you received a DOA product, YOU must report it within seven (7) days of purchase. An RMA form must be filled out in order to process the replacement, service, or refund. Pixio will replace the DOA unit with a brand new replacement if requested. Pixio will cover the freight charges both ways. Pixio is not responsible for the shipping damages reported after seven (7) days period.
Shipping Damages
Pixio is not responsible for the shipping damages done by the shipper or during the shipment period. Please contact your shipping service company for your claim.
Product Warranty
| Product | OLED, LED, LCD-TFT Monitor, StreamCube |
|---|---|
| Warranty Length / Type Warranty Length / Type | Thirty-six (36) Months Limited Warranty; 2 years for Panels/Mainboards (see Panel Pixel Warranty & Regulation) 3 years for Non-panel parts/Labor |
| Effective (begin) | Warranty begins at the date of the purchase *Requires Warranty Registration |
| Excludes | Cables, batteries, and external powers |
| Service Website | www.pixiogaming.com (USA & Canada) |
| Service Contact (Email) | cs@pixiogaming.com (USA & Canada) |
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 your region
Definition of Defective, Abnormality and Malfunction on Monitors
- Abnormal line/Incorrect Color/Overlapping images
- Dead pixels on the panel (please refer to Panel Pixel Warranty & Regulations below)
- Unable to switch on the monitor by Power button/White Display/Power LED does not light up
- Control buttons not working
- Power leak and safety concerns
- Model name does not match with shipment (Please check with your reseller first)
- OSD function not working
Panel Pixel Warranty & Registration
| Period | Bright Dot | Dark Dot |
|---|---|---|
| 12 Months | ≦1 | ≦5 |
| 24 Months | ≦3 | ≦5 |
The panel is made up of millions of micro-electronic pixels, if one pixel no longer functions normally, it will become a bright or dark dot and is considered as normal. By ISO-9241-302, 303, 305, 307:2008 series of 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.
The panel is subject to some backlight bleeding due to LCD/LED panel characteristics, especially on panels that are In-Plane-Switching (IPS) type.
A Pixel consists of 3 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 pure red, green, or blue any pattern.
Micro Dot, less than or equal to 1/2 dot (50μmφ), is excluded in the warranty.
Pixio does not provide a Perfect Pixel, or Zero Dead Pixel policy, unless stated otherwise for selected models.
OLED Burn-In
Pixio offers a 3 year Burn-in Warranty for our OLED monitor. However, it must be stated that burn-in is very common with OLED panels with extended use. The purpose of this Burn-in warranty is to support OLED panels that develop burn-in rapidly within this 3 year period with normal use and with the Screen Care function operating normally. This Burn-in warranty will be void if:
- The Screen Care functions were delayed
- The Screen Care functions were rendered inoperable
- The Screen Care functions were turned off
- The burn-in was caused as a result of extensive use in HDR.
- The monitor was left on for an extensive amount of time without the use of the Screen Care function
Green Screen
The Pixio Green Screen XL Wide and Ultrawide cannot be returned for repair. Any defects that affect the normal use of the Green Screen should be reported to Pixio within the warranty period. Evidence of defects must be presented in order for the warranty to take effect.
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
EXPERIENCE GAMING AT ITS BEST.
