Pimax Alters Payment Model for More Affordable Flagships, Reduces Refund Options

In tandem with refreshing its lineup of PC VR headsets, Pimax has rolled out a novel financing option for both the Crystal Super and Crystal Light, aiming to make them more accessible. However, this move also tweaks the payment system and return policies, raising a few eyebrows along the way.

Launched back in April, the Crystal Super is anticipated to be the next flagship model in the company’s PC VR lineup. It boasts a base version with 57 PPD featuring QLED panels, delivering an impressive resolution of 3,840 x 3,840 pixels per eye, a 120-degree field-of-view (FOV), and glass aspheric lenses with a claimed 99% light transmission.

The Crystal Super doesn’t stop there; it includes advanced features such as eye-tracking, dynamic foveated rendering, and inside-out tracking. It also showcases swappable optical engines and a streamlined form factor for better ergonomics. Geared mainly towards hardcore VR enthusiasts with high-end GPUs, it’s essentially a tech lover’s dream, expected to hit shelves in the first quarter of 2025.

And if that’s not enough, additional optical engines are slated to arrive later, including a micro-OLED engine priced at $699 and a 50 PPD QLED engine with a 135-degree FOV for $399. Pre-orders for these add-ons are expected to open early next year.

With the unveiling of the fully enhanced specifications and the opening of Crystal Super pre-orders, Pimax has introduced a revised pricing framework for both the Crystal Super and the previously released Crystal Light. This new structure lowers the headset prices but brings a few contentious changes to the payment system and return policy.

Instead of sifting through one of Pimax’s labyrinthine video announcements for the marketing spin, we delved deeper to uncover its implications for users.

Initially pitched at $1,800, the Crystal Super’s base price has been reduced to $1,695. Meanwhile, the Crystal Light, initially launched at $899, now comes with a price tag of $858, with both pricing tiers including controllers. However, with Pimax, there’s always more to the story.

Enter the newly introduced mandatory financing and membership program, ‘Pimax Prime’. This initiative allows customers to obtain the Crystal Super for $999 upfront and the Crystal Light for $599 upfront.

In a nod to the Trial Payment scheme from May for the Crystal Light, Pimax offers a trial period to test whether the device suits your needs. At the end of the trial, users must choose between two payment plans to keep the headset functional or return it for a full refund.

For the Crystal Super, you can opt for a one-time payment of $696 or a $33 per month plan for two years, totaling $792, to maintain access to the required Pimax Play software. The Crystal Light, on the other hand, requires a one-time payment of $259 or a $12 monthly payment plan over two years, amounting to $288. Missing any monthly payments will result in suspended software access.

Once Prime payments are completed, Pimax Play access becomes free, as long as you’re satisfied with the headset or decide within the trial period to return it.

Pimax Prime also promises benefits like early access to new software, exclusive event invitations, and priority support. Yet, this payment plan reshuffles the refund policies, offering some customers less leeway than before despite the reduced prices.

Previously, under the Trial Payment scheme, Crystal Light buyers had a 15-day damage-free return window and 30 days for transit-damaged returns. Now, that timeframe shrinks to 10 days in both scenarios, binding you to a payment plan after the trial regardless.

Return policies vary across the globe. While the US lacks federal consumer protection laws for returns, the EU and UK offer a 14-day no-reason return period and two years’ protection against non-user-caused faults.

Here’s where things get sticky: According to Reddit user ‘TotalWarspammer,’ Prime isn’t refundable after 10 days, except at Pimax’s discretion. If you decide on day 10 that a one-time payment is best but change your mind later, it’s Pimax’s call whether to grant a full refund, including the Prime subscription.

Also, their 12-month limited warranty excludes all software, even if it’s designed for use with their products.

Is this strategy worth the risk? It might overshadow some quality hardware from a company known for reasonably priced niche PC VR headsets. But it could also give potential buyers just enough time to decide if a Pimax headset is the right fit, with the option to return it slightly complicating matters. The idea of paying for middleware seems off-putting, especially when it arguably should come bundled.

Looking ahead, Pimax plans to expand Prime beyond the Crystal models, so it remains to be seen how the community will react and whether this strategy will stick.

Update (November 26th, 2024): Initially, the Pimax Prime FAQ stated it was non-refundable, but this isn’t the case—at least within the 10-day trial. Jaap Grolleman, Director of Overseas Marketing Operations, clarified that refunds for both the base price and Prime are available if returned within 10 days (or sometimes at Pimax’s discretion). We’ve updated the information to reflect this, along with details on the limited 12-month warranty.