Looking for help?

Find answers to your questions

Carina

more

Puppis

more

Vega

more

XR101

more

Downloads

Get PrismXR App (IOS)

Get PrismXR App (Android)

Still need help?

Contact Us via Email

For inquiries, reach out to us at
customerservice@prismxr.io





Join our discord community

https://discord.gg/UmAbFeTcv9

  • Get 1-on-1 assistance from our Tech Support Staff.

  • Receive help from community members.

  • Enjoy 24/7 support through our automated bot service.

Or just send us a message

Warranty and Policy

Return Policy

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled, you will get a full refund. We cannot cancel the order if the product is already shipped out.

Returns

We accept return of products. Customers have the right to apply for a return within 30 days after the receipt of the product. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. To request a refund, you will need to express the goods to your local returns warehouse at your own expense.

Refunds

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at: customerservice@prismxr.io.

Please contact our customer service at customerservice@prismxr.io to get the return address.

Warranty Policy

Warranty 18 months Limited Electrical Warranty

PrismXR warrants to the original residenal user of this product that it will be free from defects in materials and workmanship, under normal use, for 18 months from the date of purchase. User must provide a copy of original purchase receipt. This warranty does not coverabuse or misused products or products used in commercial applicaons. This warranty does not apply to PrismXR product that have been improperly installed, modified, put to a use other than designed, or subjected to acts of God (such as floods, lightning, earthquakes, etc.). This warranty is limited to repair or replacement of the PrismXR product only at PrismXR's sole discretion. PrismXR will NOT be liable for the cost of installing, removing, nor reinstalling this product, nor direct, indirect, or consequenal damages to persons or property resulting from the use of this product. This warranty only covers the cost of replacement parts or replacement units, it does not cover shipping & handling fees.

Privacy Policy

  • We deeply respect your privacy and right to control how and if your personal data is used. Our guiding principles are simple:
  • We use data to serve our listeners.
  • We provide meaningful choices that are easy to understand.
  • We collect only what we need.
  • We protect the data of our listeners as if it were our own.

The primary purpose of collecting your data is to improve your listening experience. Whether we're collaborating with music services to make sure you have access to your favorite playlists and can discover new artists, giving you the ability to play music with your voice or the touch of your smart home system, or offering you highly responsive customer support when something goes wrong, our aim is for you to listen as effortlessly as possible. To that end, we only collect your data for clearly defined purposes. We do not and will not sell your personal data to third parties. However, certain data practices described throughout this Privacy Statement may constitute a “sale” or “sharing” of data under California and/or other US state laws. See below the California Residents Addendum (the “CA Addendum”) for more information applicable to CA residents. This Privacy Statement (the 'Statement') explains the personal information we collect from you, either directly or indirectly, and how we use it. Personal information is any information that can be used to identify you or that we can link to you. The Statement also covers the choices you can make about the data we collect, and how you can control these decisions. It applies to all products offered by PXR ('PXR Product(s)'), including our PXR control app (‘PXR app' or 'app') or services, for example PXR Control (‘PC’), the PXR website, PXR Radio, as well as other offline interactions, such as visiting a PXR store or attending a PXR event (collectively referred to as, 'Services'). Please read this Statement carefully to understand how PXR may collect, use and share your personal information. The terms 'we', 'us', or 'PXR' are each intended as reference to PXR, Inc. This Statement describes:

  • The Types of Personal Information We Collect
  • Customer Interactions with PXR
  • How We Use Personal Information
  • How We May Share Personal Information
  • The Legal Bases for Using Personal Information
  • Security, Storage and Retention of Personal Information We Collect
  • Your Rights and Choices
  • Our Use of Cookies and Other Similar Technologies
  • How to Contact Us
  • Changes to Our Privacy Statement

If you are a resident of California, the CA Addendum attached to this Statement also applies to you. Please read the CA Addendum carefully to understand how PXR may collect, use and process your personal information.

The Types of Personal Information We Collect

Information you provide to us

We collect information you voluntarily provide to us, such as your name, phone number and email address; for instance, when you want to learn more about PXR Products and Services or when you contact our Customer Care group for assistance with your PXR Products.

Information we collect automatically

We automatically collect Functional Data (as defined below), which is necessary for your PXR Product and/or Service to perform its basic functions in a secure way; Additional Usage Data (as defined below) which, in some cases, may be necessary to deliver functionality; it also helps us improve your experience with PXR Products and to offer better, personalized PXR Products and Services; and information collected by using cookies and similar technologies when you use, access or interact with us via our websites or app. We may, for example, collect information about the type of device you use to access our websites, the operating system and version, your IP address, your general geographic location as indicated by your IP address, your browser type, the webpages you view on our websites, and whether and how you interact with content available on our websites.

Information obtained from other sources

We may receive information about you from other sources, including third parties, such as music service partners and partners with whom we offer co-branded services or engage in joint-marketing activities. We may also receive information about you from social media platforms, for instance, when you interact with us on social media. We protect data obtained from third parties according to the practices described in this Statement and we also apply any additional restrictions imposed by the source of data.

Information of children

PXR does not target and is not intended to attract children under sixteen. Although visitors of all ages may navigate through our website or use our app, we do not knowingly collect or request personal information from those under the age of sixteen without parental consent. If, following a notification by a parent or guardian or discovery by other means, a child under sixteen has been improperly registered on our site using false information, we will cancel the child's account and delete the child's personal information from our records.

Customer Interactions with PXR

To make the information in this Statement easy to understand, we have highlighted different occasions when PXR could potentially collect personal information from customers. The relevant sections in the Statement apply to you to the extent you use certain Products and/or Services and they are made available to you in your region. The customer interactions with PXR are broken down into the following segments:

Learning about PXR

As you gather more information about PXR, you may virtually or physically visit a site that we own. Examples include browsing our website, calling our in-house sales representatives, physically visiting a PXR-owned store or attending PXR-sponsored events. To learn more about PXR Products, you may voluntarily provide personal information, such as your name and email address during these interactions. We may also collect information about you online via cookies or similar technologies when you visit our websites.

We collect: name, email address, IP address, and information provided by cookies or similar technology.

Why: We use this information to share news about events and products offered by PXR. Additionally, the IP address helps us to understand geographic information about our websites’ visitors better so that we can improve our website for everyone. It is our legitimate interest to process your personal data for these purposes.

Buying PXR Products and Services

Once you have decided to buy a PXR Product and/or Service, we offer a way for customers to buy directly from us at www.PXR .com or at a PXR retail store. When you buy from us, you will be asked to provide information so that we can complete your purchase. We collect: your name, phone number (optional), email address, delivery/shipping address, and payment information. Why: We use this information to complete your transaction, follow up with you about your purchase, help with any delivery issues, handle returns, and other issues related to the purchase of your PXR Products and/or Services. Processing your personal data for this purpose is necessary for the performance of the contract we have with you. Please note, we do not store any payment or credit card information. We only use payment information in connection with the purchase of PXR Products and Services.

Registering your PXR System

Once you receive your PXR Products, you will be required to connect your Product to a network at home. Each PXR Product needs to be connected to the internet for setup. As part of the initial setup, you will be asked to download the PXR control app from either our website or a third-party website, such as the Google Play Store. The PXR app allows you to control your PXR system from the device of your choice (for example your phone or tablet). During the setup process, the PXR app will ask you to set up an account and register your system with PXR . You must register your PXR Products in order for them to work. As part of registering your PXR Product, the app will prompt you to enter information such as an email address and location data (country, postcode) which is required to provide this information to register your PXR system. Your PXR system will then establish a unique alpha-numeric identification number which we use to help identify your specific PXR system in a less personal manner. This identification number will be associated with the email address that you provide along with the Product serial number and the IP address from where the Product connected. As part of registration, you will need to set up a PXR account. We collect your password to your PXR account which is only used for authentication and PXR account access. We collect: your name, phone number, email address, location data, your password and IP address. Please note, your password is stored using one-way hash, which means that it cannot be recovered (or disclosed) by anyone, including PXR . Why: We collect this information to help get your PXR Product and/or Service working securely (which helps prevent unauthorized access to your PXR Products, Services or home network) and to make sure that we enable you to select the right music service options based on your geographic location (e.g. radio stations available in your country). This processing is necessary for the performance of the contract we have with you. We also use your email to send you PXR-related notifications, such as promotional messages, software updates, information about PXR Products and/or Services, and to share exciting PXR news and Product offerings. It is our legitimate interest to process your personal data for these purposes.

Terms Of Service

  1. We do not sell products for purchase by children.
  2. We do not knowingly collect, use or disclose personal information from children under 16, or equivalent minimum age in the relevant jurisdiction. If You are under 16, You may use the Products and/or Services only with involvement and consent of a parent or guardian.
  3. PRISMXR Account, System Requirements, Compatible Devices and Usage
  4. Use of Product(s) and/or Services requires a unique username and password combination (“Login Credentials”). During the setup process, the PRISMXR App will ask You to set up an account and register Your Product(s) with PRISMXR. As part of registration, You will need to set up a PRISMXR account (“PRISMXR Account”). It is Your responsibility to ensure confidentiality and security of Your Login Credentials. By registering, You agree that You are fully responsible for all activities that occur under Your PRISMXR Account. We may assume that all communications that we receive under Your PRISMXR Account come from You.
  5. PRISMXR Product(s) and/or Services may not work properly without a PRISMXR Account and a working WiFi network in Your home that is connected to reliable internet access with sufficient bandwidth and/or a Bluetooth connection. Other third party hardware and/or technology elements may also be required for use of some or all of the Product(s) and/or Services, such as a compatible third party device (e.g. laptop, tablet, or a mobile phone device) with access to the PRISMXR App. It is Your responsibility to ensure that You have all required elements and that they are compatible and properly configured. With your permission, PRISMXR may use Bluetooth on Your compatible third party device, without prior notification, but subject to Your device settings, to facilitate proper operation of the Product(s) and/or Services and to enable certain features.
  6. Some of the Product(s) and/or Services features will enable You to use third party content, services, and technology (“Third Party Content and Technology”). Please note that use of such Third Party Content and Technology, via the Product(s) and/or Services, is subject to the third-parties’ terms of use or service and their respective privacy notices. We encourage You to read these third-parties’ terms carefully before You enable them on Your PRISMXR Product(s).
  7. You acknowledge that many features, including Third Party Content and Technology, of the Product(s) and Services transmit data over WiFi and could impact charges to Your data plan, and that You are responsible for any such charges.
  8. PRISMXR Radio, our radio streaming service section of the PRISMXR App, is subject to additional PRISMXR Radio Terms and Conditions of Use (“PRISMXR Radio Terms”), available at: www.PRISMXR.com/legal/PRISMXR-radio-terms, and are incorporated into this Agreement. By using PRISMXR Radio, You agree to the PRISMXR Radio Terms.
  9. PRISMXR Voice Control (“SVC”) service. You may use SVC only on or through SVC-enabled PRISMXR Products and you may only make personal and non-commercial use of SVC. A SVC-enabled PRISMXR Product and a WiFi network connection are required to activate the SVC service. To subsequently use the SVC service, you are required to have a WiFi network or Bluetooth connection. SVC service may not be available in all areas or on all PRISMXR Products. Please click hereto learn more about where SVC service is currently available and on which Products.
  • Information available to PRISMXR about tracks, albums, artists or stations you saved, liked or recently listened to may be used to personalise the speech recognition performance on your SVC-enabled PRISMXR products. We similarly ensure that custom room names you create in the PRISMXR app are recognised by PRISMXR products in your household.
  1. For more information on how PRISMXR uses data, including your personal data, to enable SVC service, please review our Privacy Statement.
  2. Consent to Use of Data
  3. Certain Product Software features may require information from Your Product to provide their respective functions or features, including Third Party Content and Technology. When You turn on or otherwise enable and/or use these functions or features, including Third Party Content and Technology, certain usage data may be processed by PRISMXR and/or shared with third parties. At all times Your personal information will be treated in accordance with PRISMXR Privacy Statement, which can be viewed at: www.PRISMXR.com/legal/privacy.
  4. Third-Party Content and Technology, Services and Materials
  5. From time to time, PRISMXR may provide access to third party content providers via the Product. In addition, PRISMXR may support or provide access through the Product to certain third party services or technologies, including but not limited to specific file formats or codecs. PRISMXR reserves the right to discontinue access to and/or support for any third party service, content or technology at any time, and for any reason.
  6. Product Software may enable or provide access to the third party content, features and services such as music services, voice control and other third party services (collectively referred to as “Third Party Services”). Use of these Third Party Services may require internet access and use of certain Third Party Services may require You to accept additional terms and may be subject to additional fees.
  7. You understand that by using any of the Third Party Services on PRISMXR Product, You may encounter content that may be deemed offensive, indecent, or objectionable, which content may or may not be identified as having explicit language, and that the results of any search may automatically and unintentionally generate references to objectionable material. Nevertheless, You agree to use the Third Party Services at Your sole risk and that PRISMXR, its affiliates, agents, principals, or licensors shall have no liability to You for content that may be found to be offensive, indecent, or objectionable.
  8. Certain Third Party Services may display, include or make available content, data, information, applications or materials from other third parties (“Third Party Materials”) or provide links to certain third party websites. By using the Third Party Services, You acknowledge and agree that PRISMXR is not responsible for examining or evaluating the content, accuracy, completeness, timeliness, validity, copyright compliance, legality, decency, quality or any other aspect of such Third Party Materials. PRISMXR, its officers, affiliates and subsidiaries do not warrant or endorse and do not assume and will not have any liability or responsibility to You or any other person for any Third Party Materials or websites, or for any other materials, products, or services of third parties. Third Party Materials and links to other websites are provided solely as a convenience to You.
  9. Third Party Services and Third Party Materials that may be accessed, linked to or displayed on or otherwise accessed via the Products are not available in all languages or in all countries or regions. PRISMXR makes no representation that such Third Party Services and Third Party Materials are appropriate or available for use in any particular location. To the extent You choose to use or access such Third Party Services and Third Party Materials, You do so at Your own initiative and are responsible for compliance with any applicable laws, including but not limited to applicable local laws.
  10. PRISMXR reserve the right to change, suspend, remove, disable or disable access to any Third Party Content and Technology, Services and/or Third Party Materials at any time and for any reason without notice. In no event will PRISMXR be liable for the removal of or disabling of access to any such Third Party Services and/or Third Party Materials. PRISMXR may also impose limits on the use of or access to certain Third Party Services or Third Party Materials, in any case and without notice or liability.
  11. PRISMXR makes no representations or warranties whatsoever regarding the selection of, continuing support for, or continuing access to, any such Third Party Services and/or Third Party Materials.
  12. PRISMXR makes no warranties or representations that any particular Third Party Services and/or Third Party Materials will be accessible, available, function in any particular manner or function at all for any length of time.
  13. The fact that a particular Third Party Service and/or Third Party Material is displayed or mentioned on any Product packaging or marketing material does not constitute a representation that such Third Party Service and/or Third Party Material will be accessible, available, function in any particular manner or function at all for any length of time.
  14. PRISMXR and Third Party Service providers providing any service, technology or content accessible through the Product reserve the right to remove information from their servers, or prevent access to their servers or to change or eliminate product offerings or services for any reason that PRISMXR or said third parties deem sufficient in their sole discretion at any time, without notice.

Intellectual Property Rights

In the event of any concerns or complaints about possible violation of intellectual property rights, please send us an email at customerservice@prismxr.io, identifying with specificity the rights alleged to be violated and the accused product(s).