MUSE LAKE Luggage After-Sales Warranty Information

I. Nature of Warranty Service

All parallel import bags sold in this store (including brands such as Samsonite and American Tourister) come with a 5-year store warranty .
This warranty is provided independently by our store and is unrelated to the brand's official warranty system.

II. Warranty Period

The validity period is 5 years from the date of order receipt.
When applying for warranty service, you need to provide valid proof of purchase (order number or electronic order record).

III. Warranty Coverage

Functional issues limited to those caused by manufacturing defects, including:

• Box frame fracture
• The lever is stuck or cannot extend or retract.
• Wheel detached or axle broken
• Zipper teeth are damaged in succession (not a single tooth).
• Lock mechanical failure

IV. Coverage outside the warranty period

• Human-caused damage: impact, compression, overload, liquid corrosion
• Normal wear and tear: wheel wear, zipper head replacement, surface scratches or stains.
• Non-functional parts: decorative accessories falling off, logo fading.
• Goods for which proof of purchase cannot be provided or bags not sold by this store.

V. Warranty Application Process

1. To submit a request: Send an email to info@muselake.com with the subject line "Warranty Request and Order Number", or WhatsApp a video of the malfunction to +852 6765 1030.
2. Provide the following information:
   • Screenshot of electronic order
   • Clear photos or videos of the faulty area
   • Photo of the product's internal label (including model number and batch number)
3. Solution: Replace with the same or equivalent product. If the model is discontinued, negotiate to replace it with an equivalent product currently on sale.

VI. Special Terms

• Do not remove the warranty label from the seams of the inner lining during the warranty period.
• Parallel imported goods may have differences in component versions (such as TSA lock cylinders), which do not affect functionality and are not considered quality issues.

VII. Disclaimer

• Damage not caused by manufacturing defects
• Compatibility issues arising from product version differences
• Repair requests outside the warranty period or with missing documentation
• Official brand-provided additional services (such as global warranty registration)

VIII. Consumer Notice

• Please inspect the goods upon receipt. Any damage during transportation must be reported and we will be notified within 24 hours.
• Keep your electronic order until the warranty expires.
• This policy does not affect the statutory rights of Hong Kong consumers.

Contact Information

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