Photosonix > Support > Repairs

Repairs

Dear PHOTOSONIX Customer,

PHOTOSONIX products are designed, manufactured, tested, packaged and shipped from our facility here in Signal Hill, California. Everyone is welcome to visit our facility, with repair questions and/or for a simple demonstration of our multiple devices. Upon request we can schedule an appointment. We also understand that not everyone can do so due to lack of location proximity.

The return/repair policy described below aims to help those in need of repairs and/or replacements of PHOTOSONIX devices. Weather under warranty or not. Please read it, understanding it will help expedite the process.

We strive to make the best devices in the industry. We work hard to maintain the outstanding quality of our products. We also design all of our products to be solid and highly durable. All our systems come with excellent headphones, well constructed light frames and 1 year warranty.

PHOTOSONIX devices repair requests are tracked in our data base. Yes, we track repair request and keep records. After all these years of making devices, we stand at 1% failure of our devices in the field. And proud of it.

Nonetheless, a failure is possible.

In the event of a malfunction

CLICK HERE

to tell us about it. We must confess this works best, as it is a record of the transaction for both sides, PHOTOSONIX and the customer.

PHOTOSONIX Warranty

PHOTOSONIX devices that have not been physically damaged, are warranted for 1 year. In the event a device is in need of warranty repair, we repair and/or replace it and ship it back to the customer free of charge. Due to unknown field tests prior to receiving a warranty repair claim PHOTOSONIX does not reimburse customers for cost of shipping devices to us for testing and repair.

How to contact us with questions/requests about repairs:

CLICK HERE

1.800.258.2566 (USA)
or 1.562.981.8800 (International)

You can also email us: repairs@photosonix.com

We have several infield tests that we can help you run to determine which part of the system may be the cause of the trouble, thus you only need send the one part not the entire system. This can save you time and unnecessary shipping cost. Especially if you are an International customer.

Warranty repairs and shipping method policy for US customers:

  • PHOTOSONIX will repair/replace devices and glasses that have not been physically damaged under the above stated 1 year warranty. The repaired/replaced devices will be returned to US customers via UPS ground free of charge. Faster shipping options are available for additional cost, the difference in  the UPS ground cost and your choice of faster shipping method. 
  • If a device can not be repaired, and a replacement of the device is no longer made/available, we offer discount price and credit towards an upgrade to a newer model.

When sending devices in for repair:

  • We strongly suggest that you save the tracking number for the shipment and insure the package prior to sending it in.
  • Please include a note as to what the problem is, a legible return address, daytime telephone number and email address. 
  • The above really help speed up the process.
  • Normally, testing and repairs take 1-2 days from the day PHOTOSONIX having received the items. The rest is due to delivery schedules by the shipping carrier.

Repairs warranty duration:

  • Repairs/replacements are warranted for 6 months.

Warranty repairs and shipping method policy for International customers:

  • PHOTOSONIX will repair devices and glasses under warranty that have not been physically damaged under the above stated 1 year warranty. The repaired/replaced devices via Global Priority Mail free of charge. Faster shipping options are available for additional cost, the difference in the Global Priority Mail and your choice of faster shipping method.
  • If a device can not be repaired, and a replacement is no longer available, we offer discount credit towards an upgrade to a newer model.

When sending devices in for repair:

  • We strongly suggest that you insure the package prior to sending it in.
  • Please include a note as to what the problem is, a legible return address, daytime telephone number and email address.
  • The above really help speed up the process.
  • Normally, testing and repairs take 1-2 days from the day PHOTOSONIX having received the items.

Repairs warranty duration:

  • Repairs/replacements are warranted for 6 months.

 

Out of warranty repairs:

  • Systems out of warranty that have not been physically damaged we will repair for $75.00 plus return shipping.
  • Obsolete EEG systems out of warranty repairs are $300.00 +SH for testing, no guarantee of repair.
  • ColorTrack Pro glasses that have not been physically damaged we will repair for $75.00 plus return shipping.
  • Standard glasses that have been broken (they don’t respond well to being sat on), or had the cord chewed by a pet or vacuum cleaner, we will repair for $35 plus return shipping. If the glasses are physically damaged so badly that the electronics are damaged, we cannot repair them.

 

When sending devices in for repair:

  • We strongly suggest that you save the tracking number for the shipment and insure the package prior to sending it in.
  • Please include a note as to what the problem is, a legible return address, daytime telephone number and email address. 
  • The above really help speed up the process.
  • Normally, testing and repairs take 1-2 days from the day PHOTOSONIX having received the items. The rest is due to delivery schedules by the shipping carrier.

Repairs warranty duration:

  • Repairs/replacements are warranted for 6 months.

We wish you great experience with AVS stimulation and hope you enjoy the experience.
All of us at PHOTOSONIX