1.Genuine products
Every product sold by the Muse Inc store is new and genuine, supplied by the brand or its authorised distributor in Vietnam, unless the product page says otherwise.
2.Warranty period
The warranty period is set by the brand or its distributor in Vietnam and depends on the product and its parts — usually 12 to 24 months. It starts on the day you receive the product (the date of your order or invoice); a unit exchanged for a new one gets a new warranty from the day you receive it.
Most new DJ and audio equipment we sell carries a 12-month warranty; some brands or products have another period, as stated on their warranty card. Accessories without a warranty of their own (for example cables, adaptors, mounts and ear pads) are covered by the exchange of products faulty on arrival (see below). The school does not add a warranty of its own beyond the brand's.
The period of your product is written on the product page and on the warranty card or invoice you receive.
3.What the warranty covers
Faults in materials or manufacturing that appear in normal use during the warranty period, for example:
- DJ equipment: a faulty fader, a jog wheel that does not register, buttons that freeze or stick, display faults, connectors (USB, RCA, XLR) faulty from the factory.
- Speakers: no sound, a voice coil broken by an assembly fault, a fault in the built-in amplifier board, no power.
Depending on the brand's policy, the product is repaired, its faulty parts are replaced with genuine ones, or it is exchanged — free of charge.
4.Faulty on arrival
A product that does not work when you receive it is exchanged for a new one within 7 days of receipt; if no replacement is available, it is refunded. See the Refunds, cancellations and returns policy.
5.What you need for a claim
- A product still within its warranty period.
- Your order number (MI…) or invoice, and the warranty card (paper or electronic) if the product came with one.
- A readable serial number and an intact warranty seal or sticker (not torn, covered or rubbed off).
- The product with the parts needed to check the fault (for example its power supply); please remove accessories that are not part of it (your own cables, USB sticks, bags or cases) and give it a quick clean.
- A short description of the fault; for a fault that comes and goes, a video of it happening helps a lot.
- A back-up of your music and settings (see Your data and settings).
6.How to make a claim
- 6.1Contact us first by hotline 090 2957 911, Zalo 0902957911, WhatsApp +84 90 295 79 11 or email info@museinc.com.vn with the product name, its serial number and the fault. Often a setting or a firmware update solves the problem. You may also go to the brand's authorised service centre in Vietnam listed on the warranty card.
- 6.2Bring the product to the school (409 Hai Bà Trưng, rear entrance, 9:00–21:00) or send it by courier, well packed against shocks. For a warranty claim, you pay the shipping to send the product to us and the school pays to send it back to you; for a product faulty on arrival, the school pays both ways.
- 6.3We give you a receipt that records the product's condition (scratches, accessories handed in) and the fault you report. A technician checks it to find the cause — usually within 1–3 working days — and we handle the claim with the brand or its distributor.
- 6.4If the warranty applies, the product is repaired, its faulty parts are replaced with genuine ones, or it is exchanged for a new one (within the first 7 days, see Faulty on arrival). If it does not, we tell you the cause of the fault with a quote for the repair or parts; you decide whether to go ahead.
- 6.5When it is ready, we let you know. You test it at the school — music playback, faders, buttons, the speaker at different volumes — sign the hand-over note and take it home.
During a warranty repair, the school lends you a similar device for temporary use when one is available, or agrees another solution with you.
7.How long a repair takes
Expected handling time, by kind of fault:
- Minor or software faults (a firmware update, recalibrating a fader…): 1–3 working days.
- Replacing a part that is in stock: 3–7 working days.
- A part that has to be imported (a rare circuit board, a special speaker driver): 2–4 weeks.
We tell you the expected time when we receive the product and contact you as soon as it is ready.
8.Not covered
The following are not repaired free of charge; the school can still repair them as a paid service, with a quote first:
- Damage from liquid or chemicals (for example soft drinks or beer at parties and clubs), moisture, insects or animals.
- Drops or hard impacts that crack or deform the product.
- Burns from the wrong voltage, mains faults, lightning or power surges, or from overdriving a speaker beyond its power (a burnt speaker cone or power supply).
- Opening, modification or repair by anyone other than an authorised service.
- Normal wear: cables, ear pads, jog wheels, faders, knobs and buttons worn by use; cosmetic scratches.
- Products without a readable serial number, with a broken warranty seal, or without the order or invoice.
- Faults caused by software, apps or accessories not supplied with the product.
9.Your data and settings
Back up your music, playlists, settings and presets before handing in a product. A repair or an exchange may reset the product to factory settings, and the school cannot be responsible for data stored on it.
10.Repairs after the warranty
The school also repairs DJ and audio equipment after the warranty ends, and equipment bought elsewhere. We check the product and quote before any work starts (Services → Repairs).
11.Your rights
This policy is in addition to the seller's responsibilities for defective goods under Vietnamese consumer protection law, which it does not limit. If you disagree with the result of a claim, see "Complaints and disputes" in the Terms of sale and service.