Product Warranty

MUSE LAKE luggage after-sales warranty instructions

1. Nature of warranty service
Our store provides a 5-year store warranty for the parallel imported bags (including brands such as Samsonite and American Tourister) we sell. This warranty is borne independently by our store and has nothing to do with the brand's official warranty system.

2. Warranty period
Valid for 5 years from the date of order receipt. You need to provide a valid purchase receipt (order number or electronic order record).

Three Warranty Coverage
Functional problems caused by manufacturing defects only: broken box frame, stuck or unable to extend the pull rod, wheel falling off or axle breaking, continuous damage to zipper teeth (not single teeth), mechanical failure of the lock

4. Non-warranty scope
Man-made damage: impact, squeezing, overloading, liquid erosion
Normal wear and tear: wheel wear, zipper head replacement, surface scratches and stains
Non-functional parts: Decorative accessories fall off and the logo fades
Items for which proof of purchase cannot be provided; bags not sold by this store.

5. Warranty Application Process
1. Submit your application
Please send an email to info@muselake.com with warranty request and order number in the subject line or send a video of the problem via WhatsApp to +852 6765 1030
2 Provide information, electronic order screenshots, clear photos or videos of the faulty parts
Photo of the product's internal label (including model and batch number)
3. Processing
Replace the same or equivalent product. If the model is discontinued: negotiate to replace it with an equivalent product currently on sale

6. Special Terms
During the warranty period, please do not remove the warranty label of our store at the seam of the lining cloth of the box. Parallel imported products may have differences in accessory versions (such as TSA lock cylinders), which does not affect the function and is not a quality issue.

7. Disclaimer
Our store does not assume the following responsibilities:
Damage not caused by manufacturing defects;
Compatibility issues caused by differences in product versions;
Repair requests outside the warranty period or with missing documentation;
Brand official additional services (such as global warranty registration).

8. Consumer Information
Please inspect the goods on the spot when signing for them. If there is any damage during transportation, you must provide evidence and contact us within 24 hours;
Keep electronic orders until the warranty period ends;
This policy does not affect the statutory rights of Hong Kong consumers.

MUSE LAKE Customer Service Center
Tel: +852 6765 1030
Email: info@muselake.com

Note: This policy is formulated in accordance with the Hong Kong Goods Sale Ordinance. The specific interpretation rights belong to our store.