1.How to ask
Contact us by hotline 090 2957 911, Zalo 0902957911, WhatsApp +84 90 295 79 11 or email info@museinc.com.vn, with your invoice number (or payment code DJ…) or your order number (MI…). We confirm what will be refunded, exchanged or moved before anything is done.
This policy does not limit the rights you have as a consumer under Vietnamese law.
2.Trial lessons
A trial lesson request can be cancelled at any time from the link you received, or by contacting us. Trial lessons are free of charge, so there is nothing to pay or refund.
3.Courses: before the first lesson
If you change your mind before your first lesson, the school refunds 100 % of what you paid, with no fee deducted. Gifts that came with the course are returned as described below.
4.Courses: after the course has started
- Lessons already taught are not refunded. This includes lessons cancelled less than 24 hours ahead and lessons missed without notice.
- For the remaining lessons the school first offers to pause the course or move it to later dates.
- When a refund is agreed, it is 100 % of the value of the unused lessons, each valued at the price you paid divided by the number of lessons in the course, while the course is still valid (12 months from the first lesson, pauses not counted). A course bought at a promotional or bundle price is valued at that price.
- Gifts that came with the course (for example equipment) are returned unused in their original packaging; a gift that is used or not returned is deducted from the refund at the value stated in the promotion (or, if none was stated, at its store price on the day of enrolment).
- Instead of a refund, you can transfer the course (or its unused lessons) once, free of charge, to another person — for example a friend or family member. The school agrees the timetable and the starting point with them; the course validity does not change.
5.Courses paid in instalments
When a refund or an early end of a course is agreed, the parts not yet paid are cancelled and the refund is calculated on what you actually paid, using the rules above. If what you paid does not cover the lessons already taught, the difference is still due.
6.When the school cancels
If the school cancels a course, a lesson, a room booking, a rental or an event, you choose: another date, or a full refund of what you paid for it. Room credits are returned to your wallet in full.
7.Practice room bookings
- A website request that is still waiting can be cancelled free of charge from your link.
- A confirmed booking cancelled at least 24 hours ahead: credits go back to your wallet and an unpaid invoice is cancelled. If you already paid in money, it is refunded to your bank account or, if you prefer, kept as a credit for another booking.
- Cancelled less than 24 hours ahead, or not used: credits stay used and the price stays due.
- A booking can be moved instead of cancelled, at least 24 hours ahead, when another time is free.
8.Practice credits and memberships
Credits and memberships are added to your wallet when they are paid in full. Paid credits that are still valid and unused can be refunded on request, each at the price you paid per credit (the package or membership price divided by its number of credits). Bonus, referral and other free credits have no cash value. Credits expire at the end of their validity and cannot be refunded after that.
9.Store: cancelling an order
You can cancel an order free of charge until it is shipped or handed over to you. Anything you already paid for it is refunded in full. Products ordered specially for you (marked On order or On request) can be cancelled free of charge until the school orders them from the supplier — we tell you when that happens. After that, the school may keep an advance agreed when the order was confirmed (at most 30 % of the price) to cover the supplier's costs.
10.Store: faulty, damaged or wrong products
- Damaged in transport, missing items or a wrong product: tell us within 3 days of receipt, with photos if possible; we send the right product or refund.
- Faulty on arrival (a factory fault), within 7 days of receipt: exchanged for a new one, or refunded if no replacement is available. For example: the unit does not power on; there is no signal from an output (RCA, XLR); a speaker distorts or loses its bass or treble; a fader or jog wheel does not work at all straight out of the box.
- This does not cover damage caused after delivery: the wrong mains supply burning the circuit board, a drop, water or other liquid, or a unit opened by its owner.
- After 7 days, faults are handled under the Warranty policy.
- The school pays the shipping both ways (collecting the product and sending the replacement) for faulty, damaged or wrong products.
To get it sorted quickly, film the unboxing of the product and, if something is wrong, a video that shows the fault clearly.
11.Store: returns when you change your mind
A product can be returned, or exchanged for another one (for example an upgrade to a bigger setup or another speaker size), within 7 days of receipt if it is unused, free of scratches and damage, and in its original packaging with all accessories, manuals and gifts.
- Still sealed: no return fee.
- Seal opened: a depreciation fee of 5 % to 15 % of the product's price, depending on its condition — we tell you the amount after checking the product and before the exchange or refund.
- You pay the shipping both ways (sending the product back and, for an exchange, sending the new one); the delivery fee of the original order is not refunded.
- An exchange for a product with a different price is settled by paying or refunding the difference.
The following cannot be returned unless faulty: in-ear monitors, earphones and replacement ear pads once their packaging is opened (hygiene); software and licence codes once revealed or activated; products ordered specially for you (marked On order or On request).
12.Store: condition of a returned product
A returned or exchanged product needs:
- Its appearance as delivered: no scratches, dents, cracks, signs of impact, water or other liquid.
- Intact warranty and seal stickers (not torn, covered or rubbed off), and a serial number that matches the one sold.
- The complete original packaging: box or flight case, plastic bags and protective foam.
- All accessories: cables (USB, RCA, XLR, power), adaptor, manual, gifts that came with it, and software licence keys (such as rekordbox or Serato) not activated or used.
- The order number (MI…), invoice or warranty card.
A product returned incomplete or damaged by use may be refused, or refunded less the cost of the missing or damaged parts, which we tell you before refunding.
13.Store: how a return or exchange works
- 13.1Contact us (see How to ask) with your order number, a description of what happens and, for a fault, a photo or video of it.
- 13.2Send the product by courier, well packed against shocks, or bring it to the school (409 Hai Bà Trưng, rear entrance, 9:00–21:00).
- 13.3Technical check: unlike most goods, audio and DJ equipment is always checked before a return or exchange. A technician inspects the outside and the inside, matches the serial number with the invoice and tests the hardware and, for DJ gear, the software functions.
- 13.4The solution: for a confirmed factory fault you get a new unit of the same model; if that model is out of stock, an equivalent one, with the difference paid or refunded; or a refund if no replacement is available and you do not want another model. A change-of-mind return follows the section above.
- 13.5Collecting the new unit: check its seal stickers before you sign for it. Its warranty starts again on the day you receive it.
Refunds are paid as described in How and when refunds are paid.
14.Equipment rental
- Cancelling a confirmed rental: at least 3 days before the start, the 50 % booking payment is refunded in full; 1–2 days before the start, half of it is refunded; on the start day, or if the gear is not collected, it is not refunded.
- Gear returned earlier than booked: the unused days are not refunded, because the gear was reserved for you for the whole period.
- The ID document and the deposit are returned when the gear comes back as it left. If something is damaged or missing, the cost of repair or replacement is assessed together with you, kept from the deposit, and the amount and reason are written down; anything left is returned.
15.Events and services
Event tickets, sound for venues, DJ booking, the IKONIK event space and repairs follow the cancellation terms in their written quote or confirmation. If the school cancels an event, tickets are refunded in full. A ticket cancelled by the buyer at least 7 days before the event is refunded in full; after that it is not refunded, but you can pass it on to another person free of charge — just tell us their name.
16.How and when refunds are paid
- Payments made by transfer are refunded by bank transfer to the account that paid, or to another account in the payer's name.
- Cash paid at the school can be refunded in cash at the school or by bank transfer.
- Cash on delivery orders are refunded by bank transfer.
- Room credits go back to your wallet in the student portal.
- Refunds are paid within 7 working days after they are agreed. No bank fees are deducted: the school pays any transfer fee.