Small Print All Customers Need To Read!
When you sign up for a Pixso account you are indicating that you agree to the terms and conditions we’ve published here. You are responsible for and encouraged to read these terms in detail.
Here are some of the most important parts of our terms and policies that you should be aware of before you place orders:
Pixso may send goods to you from China. As such, you (or the consignee) are IMPORTING. In many countries this means you will be liable for import duties and other taxes. It’s YOUR responsibility to find out about this, and YOUR responsibility to pay the taxes/charges on receipt of the items..
We can’t deliver to PO boxes, APO addresses, or certain remote areas. We reserve the right to refuse, cancel, and refund any orders where we deem the address to be undeliverable.
You need a valid phone number on your account. For the Courier service
Under the terms of the warranty, if a product arrives broken or develops a fault during the warranty period, you are responsible for the costs of returning it to China for repair / compensation.
Pixso doesn’t accept returns of products which are not faulty. If you order the wrong products by mistake, or order products that cannot work in your country (e.g. wrong GSM type for cell phones, DVB-T to unsupported countries, PAL/NTSC to wrong regions) we will not offer return/exchange after the goods are sent out.
Flashing the firmware on products voids the warranty. Even if the product comes with firmware update features / software, please do not use it. The same goes for opening up the body of a product and breaking the warranty seal.
Take note of the *sensor* megapixel rating on digital cameras, not the maximum interpolated rating printed on the product or in the manual by the Chinese manufacturer.
If you pay for an order and cancel it, or we are offering compensation for a failed delivery or warranty return, we reserve the right to offer “credit against future orders” instead of a cash refund.
12 Month Warranty On All PIXSO Products
“Do you have a guarantee or warranty?”
Yes – PIXSO only chooses to stock the very best quality products from professional China manufacturers. The quality is guaranteed.
All products that arrive in our warehouse are checked for perfect appearance and correct functionality by our QC engineers.
Our packing team checks again to make sure that the right accessories are included and that the electrical / socket adapters are correct for your country.
(Please note in the case of region-specific items such as PAL / NTSC TV/Video Color Regions, digital TV, GSM mobile phones etc you are responsible for ordering the correct units and we will send you exactly what you order.)
How does the warranty work?
Due to our stringent sourcing and QC processes, the fault rate on products shipped out is very low. However, sometimes faults develop which couldn’t be detected before, and we will allow you to return the product for testing and a free repair. The warranty extends for 365 days from the day you have received the product.
In the case of delivery methods or destinations which lack a confirmed delivery tracking date, we will take the assumption that the warranty period starts 30 days after we sent out your order.
Exceptions to Warranty
We do not offer warranty or support for products not bought from PIXSO.
The user voids the warranty if s/he flashes the firmware of a device, opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered normal usage.
The warranty does not extend to free repair / replacement in cases to damage to products, accidental breakage, misuse, or wear and tear. Signs of physical damage may cause us to refuse to provide free repair.
Accessories are not covered by the same warranty that applies to the main product.
Projector Lamps have a special condition applied due to the fact that lifetime depends on hours of use.
RC Toys are not covered for your breakage and internal rechargeable batteries are covered by the general battery warranty limitation.
PIXSO Terms and Conditions – Warranty and Returns
PIXSO guarantees all products bought from us with a 12-month warranty against defects in quality.
This article is about the warranty on products you buy from PIXSO
All goods dispatched are checked for quality, including checks of the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters.
PIXSO undertakes to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.
If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints with Paypal or your credit card provider. Usually there is a way for us to resolve your issue quickly and make you satisfied!
What Does PIXSO’s Warranty Imply?
As a retailer PIXSO can only offer problem-solving for faulty products which either shipped in an unsatisfactory condition, or developed internal faults naturally during usage without issues of physical damage or unsupported usage. In other words if the product is broken you can contact us to send it back for a repair.
Warranty Does Not Include:
The warranty does not include any kind of:
– Technical support on product installation and usability
– Advice about product’s configuration or any software issues
– Recommendations about how to connect products or compatibility
– Software/OS updating or firmware flashing as it would void the warranty
– Product issue diagnostic and troubleshooting advice
Warranty By Default Covers Repair
The PIXSO warranty means we will repair your faulty item for free and send it back to you for free. Other compensation is not normally available if the product can be repaired promptly.
If an item is impossible to repair to a good working condition, or would take too long to do so, we will next offer you an equivalent product.
When Does The 12 Month Warranty Start?
The warranty period begins from the receipt of the goods by the initial consignee. The period is exactly 365 days from that time.
In the case of delivery methods or destinations which lack a confirmed delivery tracking date, we will take the assumption that the warranty period starts 30 days after we sent out your order.
Who Pays For What?
Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by the customer, cannot be reimbursed.
Cost of China internal freight, import duties, and restocking process on the Hong Kong or China sides: waived for faulty products and paid by PIXSO in full. In other words our QC engineers will test products you ship back and, if they confirm the products are indeed faulty, we will offer compensation (repair, replacement, credit or refund). However, for products that are tested and turn out to be in good working condition, PIXSO will not accept any responsibility and may charge a restocking fee at our own discretion. Functional products will not be reimbursed.
Cost of shipping repaired item back to customer from China: paid by PIXSO in full. In order to facilitate customs clearance, we will normally use Airmail and EMS if applicable to send back the repaired item to you.
If a product cannot be repaired: The original product price will be refunded in the form of credit in your PIXSO account under certain circumstances. You can use the credit towards a brand new replacement or a different product.
Any new import duty or sales tax for the consignee for the returned repaired products sent from China is their responsibility as per the usual policies.
In What Situations Are Returns/Compensation NOT Approved By PIXSO?
Below are instances where a customer will not be eligible for returns and/or compensation:
– Unapproved returns or returned products not processed through PIXSO’s RMA procedure;
– Products whose warranty period has expired;
– Received returned products that are damaged because of inadequate return packaging;
– Products that were originally approved for return through our RMA procedure but have been confirmed by our QC engineers to be not broken and actually well-functioning after testing, shall not be returned to the buyer, unless the buyer pays return shipping;
– Physically damaged or broken products caused by misuse or mishandling, subjects to manufacture technical test result;
– Returns of your unwanted, unsold yet functional products;
– Products bought by mistake.
The customer is solely responsible for choosing the right product, including for example
The “correct” desired memory capacity
The “right ” feature or product or compatibility
Digital TV format( DVB-T/ATSC/ISDB-T )
NTSC/PAL colour region
We will send you exactly what you order, so please read descriptions carefully before purchasing.
If the consignee of a delivery refuses or fails to accept delivery for any reason, including refusal to comply with customs clearance/costs or simply having an incorrect address, PIXSO accepts no liability and the customer will not be eligible for compensation.
Refunds and Cancellation – PIXSO Terms and Conditions
PIXSO permits checking out of orders using the online shopping cart as a system for customers to generate proforma invoices for themselves and to keep records of prospective purchases.
Only orders that have actually been paid for are activated and entered into the order checking / processing system.
How and in what conditions can customers cancel paid/processing orders?
In general, PIXSO can usually accept requests for cancellation of paid orders up to the working day on which the order enters the status “processing”. Customers can request cancellation of orders by email quoting their order number and providing a clear explanation for this request. Any processing order cancellation must be properly justified as it is a standard business practice.
Shipping and Delivery: Small Print
Terms and Conditions you should know relating to deliveries:
Before you read the small print: Importing is a breeze in most countries! You may have to pay your own country’s VAT (i.e. Sales Tax) and sometimes variable Import Duty when the items arrive, but in the vast majority of cases packets / cartons delivered from China by courier arrive safely with no problems at all!
Read the item description carefully! We will ship you whatever you order. Although we do assist you by manually checking all orders to screen possible region / compatibility inconsistencies, we do not accept returns of healthy products which were simply mis-ordered by you.
If you are in an PAL video color region, don’t order NTSC products for your market. Check if your locality has free DVB-T broadcasts before buying DVB-T digital TV receivers. If the driver’s seat is on the right, don’t order right side passenger sun visor Car DVD Monitors! Duh!
Additionally, there are some (cool) types of gadgets including for example (but not limited to) radio signal jammers, high powered lasers, and quasi-medical products, that are not legal to import into certain countries. As the buyer / importer it is entirely your responsibility to find out in advance of placing your order whether your ordered items are subject to import restrictions.
PIXSO will ship you whatever you order, so we do not accept liability in the case of failed delivery of goods, where they have failed to clear your country’s local Customs – either in cases where the goods are turned back, or in cases where the goods are seized. In addition PIXSO is not responsible for informing you of possible import restriction issues before or after purchase.
We will not be responsible for any damage that may be caused on your computer, console, or other hardware / software during / related to installation of any of our products. We will not be liable for any damage or personal loss due to incorrect installation of our products.
Delivery time: If there is a possible delay due to the warehouse being out of stock, we’ll contact you by email to discuss sending out your order in separate shipments, changing products, or other options. Larger orders that exceed our stock may take up to 1 week longer to send out, as we have to order from the factory. In such cases we will contact you about any delay.
PIXSO Delivery Guarantee
“What if the product does not arrive?”
We guarantee your products will arrive safely in your destination country.
In the unlikely event your package is lost, we will re-send the goods or give you a full refund.
Delivery Failure Scenarios:
The package is lost, broken, or stolen before it reaches you.
PIXSO will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.
An Air Mail package has not arrived after a long time.
PIXSO will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region.
Multi-part delivery arrives missing some items or packets.
In this case, a customer had ordered more than one product and found that the order arrived without the appropriate number of ordered items.
Similar to what you would do with regards to a broken item case, the proper reporting procedure would be:
(1) contact your courier immediately to issue a formal complaint, and (2) open a ticket with PIXSO within 3 working days and provide the requisite photos. (Guidelines for photos: Take photos of all 6 sides of the brown cardboard shipping box (outer casing) the delivery arrived in. You will then need to provide photos of the received items in the way in which they arrived inside the shipping box. Please also indicate the dimensions of the package and the gross weight of the entire package (shipping box + main product (incl. accessories, if any) + any and all packing material). Please retain the package and all contents for later reference.
After this initial phase, please contact your courier’s local office and open a claim. You will then need to contact PIXSO to receive a formal ticket about your case. During this time, our delivery team will evaluate whether or not your missing product was the result of delivery or packing error.
If it is determined that a packing error occurred, PIXSO will credit you the value of the missing product plus a partial shipping credit. On the other hand, if it is determined the missing items were the cause of a courier mishandling, PIXSO will follow your claim with the courier’s China office. Once the missing case is confirmed by the courier, PIXSO will credit you for the value of the missing product + partial shipping.
Items in the packet arrive in a damaged condition.
A customer’s order arrived with product/s in damaged condition.
In such a scenario, you must, first, raise the issue immediately with the courier or delivery company. Then, open a ticket with PIXSO and provide the requisite photos. (Guidelines for photos: First, take photos of all 6 sides of the box that contains the product (inner casing). Then, take photos of all 6 sides of the brown cardboard shipping box (outer casing). For the product itself, please provide enough photos that will accurately show, first, the whole product and then a close-up of the damaged area.) The photos will then be used for remodeling the broken process to find out the cause of the damage. And also the customer needs to keep the original packing case for courier’s investigation purposes.
Provided you follow the correct reporting process, your case can be dealt with expeditiously if the incident report is received by PIXSO within 3 working days from your receipt of the damaged article/s. Once PIXSO receives the ticket with the details and photos clearly evidencing the damage, and confirms the products were indeed damaged during transit, a credit worth the product value of the damaged item will be made in your PIXSO account or a replacement part or accessory, if applicable, will be sent to you at our discretion.
A shipment is delayed, turned back, or seized by Customs.
If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mis-handling by PIXSO, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case.
General Delivery Failure Cases Where You Accept Liability
You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.
If the delivery fails because:
you were not at home or the courier could not contact you
the delivery details were wrong
the recipient fails to accept the goods
the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
the courier cannot deliver to a remote area or invalid address
delivery fails due to war, disaster, etc
other similar scenarios beyond our control
… [in such cases] you agree that PIXSO will not accept liability and no compensation is available.
If there is some problem receiving the delivery due to Customs
“My Order Can’t Be Delivered – There Is A Customs Problem”
Usually, when you import goods from PIXSO, the packet will be inspected by your local Customs.
There’s usually no reason to worry because:
PIXSO provides all the necessary paperwork for your shipment;
In most countries it’s pretty easy to import most kinds of consumer electronics;
The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL);
If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay them later.
If there is a question about your delivery:
Sometimes you may need to provide information to your local Customs about the shipment you are receiving. In some cases they need you to provide an invoice matching the invoice that accompanies the goods. In these cases please contact us immediately and we will provide you with a PDF of the shipping invoice.
Sometimes the products need to be backed up with some kind of licence or certificate. In these cases, we mostly already hear about it from the courier and we will handle it for you. If Customs contacts you about this, please contact us first to get our help.
If, for any reason, the products cannot be delivered to you, due to a Customs problem, we will discuss with you case by case about how to handle this.
If goods are seized or turned back because of an issue that was PIXSO’s fault, e.g. incorrect paperwork, we will re-deliver the goods at our own expense, or offer you credit for a new order.
If goods cannot be delivered due to restrictions in your own country, this is your responsibility. For example, if you decided to try to import an audio-recording CCTV camera, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from PIXSO. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it’s your job to know about the local regulations.
Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on PIXSO, and in the case of a failed delivery, we cannot offer any compensation.
As the importer you hold sole legal responsibility for responding to questions about imported goods delivering to yourself. Import duties, sales tax, and any other customs charge, are your responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.