Warranty Information
Last Updated: December 2025
Our Commitment to Quality
Important: Where we act as a disclosed agent (projection screens from Guangzhou Jinrui), the manufacturer provides the warranty and bears primary responsibility. Where we act as principal (audio equipment including ToneWinner), we facilitate manufacturer warranty claims on your behalf. In all cases, we provide support and coordination regardless of our legal capacity.
At Phoenix Projectors AV, we stand behind every product we sell. Through our direct manufacturer partnerships, we provide comprehensive warranty support that goes beyond typical retailer offerings.
- Manufacturer Warranties
All products sold by Phoenix Projectors AV are covered by manufacturer warranties:
Standard Coverage:
- Projectors: Typically 2-3 years manufacturer warranty
- Screens: 1-2 years manufacturer warranty
- Audio Equipment: 1-2 years manufacturer warranty
- Specific warranty terms vary by brand and product
What’s Covered:
- Manufacturing defects
- Faulty components
- Performance issues arising from normal use
- Technical failures not caused by user error
What’s Not Covered:
- Physical damage from accidents or misuse
- Damage from improper installation
- Normal wear and tear
- Unauthorized modifications or repairs
- Damage from power surges (unless specified)
- Consumable items (lamp bulbs may have separate warranty)
- Phoenix Projectors AV Warranty Support
Our direct manufacturer relationships mean we provide:
Enhanced Support:
- Direct liaison with manufacturers on your behalf
- Faster warranty claim processing
- Expert technical guidance throughout the warranty period
- Help with troubleshooting before warranty claims
- Coordination of repairs or replacements
Process:
- Contact us at support@pp-av.com with your issue
- Provide order number, product details, and description of the problem
- Our team will troubleshoot or initiate warranty claim
- We coordinate directly with the manufacturer
- Repair, replacement, or resolution arranged swiftly
- Extended Warranty Options
For selected products, we offer optional extended warranty packages:
- Extended coverage beyond manufacturer warranty
- Accidental damage protection (available on some products)
- Priority service and support
- Contact us for availability and pricing
- Registration
To ensure full warranty coverage:
- Keep your proof of purchase (order confirmation email)
- Register your product with the manufacturer (we can assist)
- Some manufacturers require registration within 30 days
- We maintain records of all purchases for warranty purposes
- Warranty Claims Process
If you experience an issue:
Step 1 – Contact Us First
- Email: support@pp-av.com
- Include: Order number, product model, description of issue, photos/videos if applicable
Step 2 – Diagnosis
- Our technical team will help diagnose the issue
- We may provide troubleshooting steps
- Determine if warranty claim is appropriate
Step 3 – Claim Processing
- We initiate the claim with the manufacturer
- Provide all necessary documentation
- Arrange collection or return (prepaid if under warranty)
Step 4 – Resolution
- Repair: Product fixed and returned
- Replacement: Like-for-like or equivalent product
- Refund: If repair/replacement not possible (at manufacturer discretion)
- Out-of-Warranty Service
Even after warranty expires, we can help:
- Paid repair services through manufacturer
- Replacement part sourcing
- Technical support and guidance
- Upgrade recommendations
- Lamp/Bulb Warranties
Projector lamps typically have separate warranty terms:
- Usually 90 days to 6 months or specified hours of use
- Coverage varies by manufacturer
- Lamps are considered consumable items
- Contact us for specific lamp warranty information
- Important Warranty Notes
- Warranty is non-transferable (applies to original purchaser only)
- Proof of purchase required for all claims
- Warranty void if product tampered with or repaired by unauthorized parties
- Some manufacturers may charge for inspection if no fault found
- International products may have different warranty terms
- Dead on Arrival (DOA) Policy
If your product arrives faulty:
- Contact us within 48 hours of delivery
- We will arrange immediate replacement
- No need to wait for manufacturer warranty process
- Priority handling for DOA items
- Our Guarantee
Beyond manufacturer warranties, we offer our 100% Satisfaction Guarantee:
- If you’re not completely satisfied with your purchase
- We’ll work with you to make it right
- Our commitment to your complete satisfaction
Contact for Warranty Support
Email: sales@pp-av.com Subject Line: Include “WARRANTY” and your order number
We’re here to help every step of the way. Our direct manufacturer partnerships ensure you receive the support you deserve, swiftly and efficiently.
“If the Customer isn’t happy, then we haven’t done Our Job!”
Phoenix Projectors AV Company Number: 12591812 sales@pp-av.com