Returns for Refund or Credit
We want you to love the products that you purchase from Pivothead.com. If you are unsatisfied with your purchase within 30 days of receiving your order, you may request a return for refund. To be eligible for a refund, all items must be unused. All stickers must be intact on the glasses, and accessory packs unopened. The 30-day return period begins the day the glasses are received. Returns requested outside of this period will not be accepted. Any item(s) that are damaged due to reasons not covered under our warranty cannot be accepted for refund. All shipping and software fees are non-refundable. Customers are responsible for all shipping charges back to Pivothead. We will process your return within 7-10 business days of receipt and apply a credit to your original payment method. You’ll receive an email once this transaction is completed. A credit will appear on your next statement depending on the issuing bank and billing cycle.
Please contact our Customer Service department at email@example.com if you need warranty services or have any questions. We are here to help five days a week and will normally respond within two business days.
You can also view a comprehensive list of support articles and FAQs at support.pivothead.com
Our Customer Service department will make all attempts to rectify your problem. If we are unable to resolve the issues, we will ask you to request a return so that we can diagnose your device.
Pivothead frames, lenses, accessories, and electronic components are guaranteed against manufacturing defects for either (6) or (12) months from the original date of purchase. The exact warranty period can be found by visiting http://shop.pivothead.com, locating your product, and selecting "Warranty Information" from the listing. For glasses purchased from a retailer, a dated proof of purchase will be required for all warranty claims. This limited warranty extends only to products purchased from Pivothead or a Pivothead Authorized Re-seller. In the case of defects during this period, Pivothead will, at its option, repair or replace the defective part or product with a comparable part or product. Any repaired product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer. The warranty will cover the costs of shipping the repaired or replaced device back. The customer is responsible for shipping any item(s) to Pivothead.
Exclusions and Limitations
Scratches on lens or frames are considered normal wear and tear and are not covered under this warranty. Pivothead reserves the right to determine what is considered a manufacturing defect.
This limited warranty does not apply if:
(a) if any electronic compartments have been opened,
(b) the product has been altered or modified in any way, except by Pivothead,
(c) a repair has been attempted by anyone other than a facility authorized by Pivothead to repair the product,
(d) the product has not been operated or maintained in accordance with instructions supplied by Pivothead,
(e) the product has been subjected to abnormal physical stress, such as drops, water or sand damage, misuse, mishandling, electrical current fluctuations, negligence, or accident,
(f) the serial number on the Product has been altered, defaced, or removed.
At your request, Pivothead will attempt to recover any data stored on your device; however, the company is not liable for any data that is lost, damaged, or erased in connection with the repair or replacement of a device. Pivothead is not responsible for shipping charges associated with incoming warranty returns. Pivothead assumes no liability for any accident, injury, death or other loss or claim related to or resulting from the use of Pivothead products.Please note, all apparel purchases are not eligible for return unless new and part of a bundle package.
For products that are not covered under the Pivothead warranty, the company may, at its discretion, offer to replace the device with a new or refurbished model at a discounted rate. Please contact support if to find out if this option is available for your device, and what the replacement cost is. Any paid replacements will come with a limited (6)-month warranty. The paid replacement service is not available for items that have been physically damaged, have scratched or broken lenses, or show water damage. Shipping to international addresses will incur additional fees, and Pivothead will not provide prepaid address labels or assume any liability for items being sent to our service center.
Requesting a Return Authorization
All returns, regardless of reason, must be pre-authorized, and must include an RMA number.
Pivothead will not open or accept any package that does not contain a valid RMA number on the label. All such packages will be returned to the sender, and Pivothead will not be liable for any damage, mishandling, or loss of any property that results from such return. If you are having any problems with your device or accessory, please first visit our support site at http://support.pivothead.com or email us at firstname.lastname@example.org.
To request a return authorization, please visit https://pivothead.supportsync.com and select "Create a Request". Once the request is received, a support technician will respond by email within two days, and if the request is accepted, you will receive an email containing the RMA number, address to our service center, and instructions for the return. You must include this RMA number on the outside address label on your shipment.Returns for in-warranty repairs (except for items purchased directly from Pivothead) must also include a dated proof of purchase such as a retail receipt or invoice. Pivothead reserves the right to require additional documentation if the original purchase cannot be verified.
Please securely package all items. If returning for repair, please send only the defective items and do not include any cables or accessories. If returning for a refund, then you must include all items that came with your glasses. Pivothead reserves the right to withhold all or part of your refund for any missing items. When mailing items back to Pivothead, you may use the carrier of your choice. However, it is strongly recommended that you request both a tracking number and insurance for your package. Pivothead is not responsible for any items lost or damaged during transit. All returns must be mailed; Pivothead will not accept any items delivered locally or by hand.
Credit or refund: Once we have confirmed that all returned items are present and in the condition reported, Pivothead will issue a credit or refund to your account. Credits will normally show up within 1-2 business days, and refunds will normally show up on your credit or debit account within 5 business days.
Repair: Most repairs will be completed within two business days of receipt of the unit. Some repairs requiring additional parts or service may take longer. For paid repairs, once the item is diagnosed, you will be notified via email of the estimated cost. Once the repair is complete, Pivothead will return the item back to the address that was submitted in the return request. Pivothead is not responsible for any shipping charges due to an incorrectly entered address. Standard shipping within the U.S. is 5 - 7 days.
Please email us at email@example.com if you have any questions or concerns about refunds, warranties, or the return and repair process.