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Home>Return Policy

Standard Return Policy:

At PVI, our goal is to ensure your complete satisfaction with your purchase.

If you are looking for an RMA please read all the points then continue at the bottom of the page 

Unopened Items in the sealed carton box with the original PVI Tape can be returned to PVI within 21 days of purchase date. 

Opened & Used items can be returned within 10 days from the unit arrival

After the first 10 days, returns are possible within MAX 21 days from the purchase date only if the product does not performs as per the datasheet after our tech support Team help you to resolve the technical problem of our product, if any.

Any Third Party reason, not related to the operation of our units as per our datasheet and online pages, are not eligible for an RMA after the first 10 days

RMA or Tech support must be requested only by opening a ticket, after reading the cases and conditions on this page, proceeding at the bottom of this page, so we can help you promptly

Claims for missing items or items damaged in transit must be received within two business days of receipt of merchandise.

You have the option of exchanging the item(s) or receiving a refund for the full amount of the item purchased . 

Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. 

If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 business days for a credit to appear on your credit card statement. 

If payment was made by check, the refund check will be issued after 10 business days from the date of purchase.

All shipping costs to send and return the item are not refundable, and return shipmen must be done through services as Fedex, DHL, UPS, with tracking number.

Please read all conditions below. If conditions are not met, PVI reserves the right to refuse the return or to charge a restocking fee not less than 15%.

How to return or exchange an item:

  • In order to return an item you need to first obtain an RMA (Return Merchandise Authorization) number.   

  • To request an RMA number, continue and proceed as on the bottom of this page, explaining the nature of the issue in detail and try first to resolve the issue with our tech team

  • Place the original package into a shipping carton.

  • Please do not place stickers or shipping labels on the original package.

  • The RMA number must be clearly written on the outer box.

  • If you received a label in the email, print the label and tape it to the carton.

  • We recommend you ship via insured ground service with a tracking number. 

  • Return shipping charges are the responsibility of the customer. We are not responsible for lost or damaged packages. 

  • Send pre-authorized returns to the address our tech support lab will return you to your email, after the above points have been done

Rules :

  • All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories.

  • Defective items may be repaired or exchanged at our discretion for the same model or equivalent model.

  • RMA numbers are valid for 10 days.

  • PVI is not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. 

  • We are responsible for the monetary value of the merchandise only.

No Refund/Return/Exchange On:

  • Use of the product out from the minimum specs and bitrates as listed on our tech specs.
    For instance, use an HD encoding mode at the SD encoding or lower bitrate, so the HD quality cannot be reached
  • Signal Not receivable on non digital TVs
    For instance, your tv is analog and cannot receive digital signals
  • Feed an out of standard video signal, not compatible with the TV OVER COAX MPEG Decoder, so the TV cannot decode it from the coax
    ( Non TV Broadcasting standard resolutions & frame ratios )
  • On Decoders and Receivers, try to receive and play a format which is not specified on our public tech specs for the product, so clearly not supported by specs.
  • Any Third Party reason, not related to the operation of our units as per our datasheet and online pages, after the first 10 days from the arrival of the unit
    Within the 10 days, a restocking fee applies
  • Multiple units of the same model from the same order, without making teamviewer session to troubleshoot the configuration
    If teamviewer is not allowed, a higher restocking fee might apply
  • Multiple Units of the same model and configuration, Unopened, from the same order
  • Special units ordered in quantity
  • Reseller Special Bundle Prices Items / special quantity-discounted quantity orders prices
  • Reseller Special discounted Items
  • Set top boxes if carton box is opened
  • Damaged, Scratched, Broken, Missing Items units
  • Special items not on our on-line store

  • Custom Made Units, not of our on-line store

  • Units where the cover has been opened.   

  • Units Lost during the return transportation

  • Units Damaged during the return transportation

  • Units received without RMA number, non following the rules as above

  • Units after 21 days from the purchase order 

  • Units damaged by any electrical surge or with broken connectors or damaged inputs ( will estimate the damage and will deduct from the refund )    

  • Units Arriving to any of our world wide locations without an RMA Number will be rejected
  • Units with signs or scratches - no more in as-new conditions
  • Units not received in the original carton box with all the original parts and accessories

Our Tech support is active Mon-Fri 9 am 4pm EST Time, Closed Saturdays, Sundays and US National & Florida State Holidays
requests across those days will be replied within the next Business Day

We Reply Asap, max within 1 business day

An RMA Number can only be requested by opening a support ticket, after you read the terms and conditions on this page

RMA Requests out from the terms and conditions here above are not possible

If you are Eligible for an RMA, please click here to open a ticket and request an RMA



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