Pimax Alters Payment Plan to Lower Flagship Costs, Reduces Refund Flexibility

In addition to rolling out updates for its PC VR headset range, Pimax has unveiled a new financing plan aiming to make its Crystal Super and Crystal Light headsets more budget-friendly. This new strategy, however, introduces a new payment system and adjusted return policies that may catch some off guard as we move forward.

Originally announced in April, the Crystal Super is Pimax’s upcoming flagship VR headset. It boasts an impressive base model with a 57 PPD resolution featuring QLED panels, yielding a remarkable 3,840 x 3,840 pixels per eye. Coupled with a 120-degree field-of-view and glass aspheric lenses that reportedly offer 99% light transmission, it sets quite a high standard.

The Crystal Super also includes state-of-the-art features such as eye-tracking, dynamic foveated rendering, and inside-out tracking. With interchangeable optical engines and a sleek, ergonomic design, it’s targeted mainly at VR enthusiasts who have access to top-tier GPUs. This headset has just about everything on a VR simmer’s checklist and is expected to hit the shelves in the first quarter of 2025.

Even more enticing is the promise of future upgrades, like a micro-OLED engine priced at $699, and a 50 PPD QLED engine with a 135-degree FOV at $399. Early next year, you can start pre-ordering these optional enhancements.

With the latest unpacking of specs and pre-order launch for the Crystal Super, Pimax also revised its pricing framework for both the Crystal Super and its predecessor, the Crystal Light. While this means lower sticker prices, it also introduces some eyebrow-raising adjustments to the way payments and refunds are handled.

For anyone keen to avoid another lengthy and complicated Pimax video announcement, we’ve dug into the details to see what it all means for consumers.

At first glance, the price tags for the Crystal Super and Crystal Light seem reduced from their original prices, now being $1,695 and $858 respectively, and including controllers. Yet, with Pimax, things are never as straightforward as they appear.

An interesting addition is the ‘Pimax Prime’ program – a mandatory financing and membership plan that allows you to snag a Crystal Super for $999 upfront, or a Crystal Light for $599.

Mimicking a prior setup known as the Trial Payment, customers are offered a trial period to decide if the headset meets their needs. Post-trial, you have to either commit to one of two payment plans to keep using the essential software or return the device for a full refund.

For the Crystal Super, once the trial ends, you can opt for a one-off payment of $696 or spread it out with a $33 monthly installment over two years ($792 in total) to retain access to Pimax Play. With Crystal Light, the scheme is a $259 one-time payment or $12 monthly for two years totaling $288. If you miss any monthly payments, software access is cut off until resolved.

Once all Prime payments are complete, access to Pimax Play is free for the given headset. This arrangement could work out if everything proceeds smoothly and you’re pleased with the product, or it can be returned within the trial.

Although Pimax Prime tries to entice by offering early access to new features, exclusive event invites, and priority support, the revised payment plan significantly impacts the refund process, offering less flexibility despite the enticing lower prices.

Previously, the Trial Payment plan allowed returns of the Crystal Light within 15 days, provided there was no user damage, or 30 days if there was transit damage. Now, both scenarios are confined to a 10-day window, necessitating a decision on the payment plan post-trial regardless.

In the U.S., return policies vary as there is no federal consumer protection law, while the EU and UK policies allow for product returns within 14 days without any reason and a two-year guarantee against faulty goods, excluding user error or accidental damage.

The crux comes from points made by an observant Redditor, TotalWarspammer. After the 10-day window, Prime becomes essentially non-refundable unless Pimax decides otherwise. So, if you aim for the best deal on day 10, paying the one-time fee, but change your mind a few days later, it depends on Pimax’s discretion to process a full refund, including the Prime membership.

Pimax’s 12-month limited warranty notably excludes “any software whatsoever,” even if developed by Pimax or meant for use with their products, whether named or labeled accordingly.

Ultimately, this approach by Pimax could be seen as a calculated risk, which might take some shine away from the quality hardware they offer at competitive prices in the VR niche. However, it might just give you the opportunity to try a Pimax headset with minimal risk, allowing you to return it for free if it’s not a fit. Nonetheless, paying extra for middleware that should arguably be included could be a sticking point for some.

Moreover, Pimax plans to extend Prime membership beyond just the Crystal Light and Crystal Super, eventually including upcoming headsets. We’ll have to wait and watch if Pimax’s bold strategy stands the test of time and consumer opinion.

Update (November 26th, 2024): An earlier FAQ indicated that Pimax Prime was non-refundable, which isn’t entirely accurate—at least not within the initial 10-day period or if the company decides to allow it beyond that. As Jaap Grolleman, Director of Overseas Marketing Operations, explains, if a customer signed up for Prime and returns the headset within the 10-day allowance (or sometimes beyond at Pimax’s discretion), both the initial payment and Prime fee will be refunded. We’ve clarified this in the text above and added a note on the 12-month warranty limits.