Refund policy
At Musway USA, customer satisfaction is our top priority. If you're not fully satisfied with your purchase, we accept returns of brand new, unopened, and complete items within 60 days of receipt—subject to inspection and applicable exclusions.
How to Start a Return
Contact Us
- Call us at +1 951‑816‑6307 and speak with a member of our friendly Customer Service Team. You’ll be issued a Return Authorization (RA) number and guided through the next steps.
- Email us at sales@muswayusa.com with your order details.
Package the Return Properly
Ensure your return is securely packed in its original packaging, complete with all accessories, manuals, and protective materials. If possible, use the original shipping box or a protective outer box. Don’t forget to include your order number and name inside the package.
Attach the Return Label
You have two return label options:
- Use your own preferred carrier.
- Request a prepaid return label from us at discounted UPS or USPS rates (deducted from your refund or store credit). If you choose our label, you’ll receive it via email. Be sure to remove or cover any original shipping labels before affixing the new one.
Ship the Package
Drop off your return at any UPS, FedEx, or USPS location, depending on the carrier selected:
Inspection & Refund
Once your return is received and inspected by our team (typically within 24–72 hours), we’ll process your refund accordingly.
Refund Eligibility & Restocking Fees
| Condition | Refund Policy |
|---|---|
| Unopened, brand new, factory sealed | Full refund (minus shipping costs) |
| Opened but unused | Subject to a 10% restocking fee + shipping |
| Used or installed | Restocking fee based on condition + shipping deducted |
Please Note: Refunds are issued to the original payment method. Shipping charges (including discounted return shipping) are non-refundable.
Exclusions – Items Not Eligible for Return
- Opened or installed products
- Items with missing parts or damaged original packaging
DOA (Dead on Arrival)
All products are factory-tested, but if your item arrives DOA, please do not install it. Contact our team within 7 days to request a Return Authorization for inspection and replacement. If the item is confirmed to be functional upon return, we’ll ship it back to you (return shipping costs apply).
Freight Shipping Returns
Products such as large subwoofers or enclosures may require freight shipping. These items can be more expensive to return. Please contact our support team to determine your options and estimated freight charges.
International Orders
At this time, Musway USA does not provide prepaid return shipping for international orders. Customers are responsible for all international return shipping charges and applicable duties or taxes.
Return Denials & Additional Fees
Returns may be refused or subject to additional fees under these conditions:
- Serial numbers do not match what was shipped
- Missing components, manuals, or accessories
- Damaged or defaced packaging (e.g., taped over the retail box)
- Damage caused by improper packaging on the return shipment
- Products damaged from misuse, liquid, or poor installation
- Items installed, previously used, or altered in any way
Still have questions about your return? We're here to help. Contact sales@muswayusa.com or call us at +1 951‑816‑6307.