HISONG AirStudio S1 and Muse Warranty and Return Policy

Last updated: October 2, 2026 HISONG Music Technology Inc. provides the return policy below for purchases made directly through hisong.io and a limited warranty for genuine AirStudio S1 and Muse products and the accessories listed below purchased through official HISONG channels or authorized retailers. Our worldwide policy offers change-of-mind returns within 14 days of delivery. For confirmed product defects reported within 30 days, you may choose a full refund or a free replacement with a brand-new product. Mandatory consumer rights remain unaffected. Earlier purchases retain any more favorable terms offered at purchase. 1 Return eligibility Request submitted after delivery Standard eligibility Within 14 calendar days Change of mind or product defect Days 15 through 30 inclusive Product defect: full refund or free brand-new replacement After 30 calendar days Warranty service and statutory remedies   For these voluntary return periods, day 1 is the day after delivery. Eligibility is based on when you notify us, not when we approve the request or receive the return. For preorders, the period starts after delivery, not when the order is placed. Change of mind within 14 days Customers worldwide may request a return for any reason within 14 calendar days after delivery. No product defect is required. The following conditions apply to our change-of-mind policy: ·         The product is unused apart from reasonable unpacking and inspection, clean, undamaged, and free from signs of wear. ·         All supplied accessories, manuals, packaging, and promotional gifts are included. Please contact us if anything is missing. ·         You contact support@hisong.io within 14 calendar days after delivery and follow the return instructions in Section 2. These condition and packaging requirements do not restrict statutory withdrawal rights or claims for faulty goods. Return shipping for a change of mind is normally your responsibility, as explained below. Full refund or free new replacement within 30 days If your product has a manufacturing defect, fails to function as described under normal use, or arrives damaged, notify us within 30 calendar days after delivery. Once confirmed, you choose a full refund or a free replacement with a brand-new product. From day 15 through day 30, change-of-mind returns are not accepted under our standard policy. Mandatory consumer rights remain unaffected. Product defects and arrival damage Qualifying issues may include defective wireless connection, charging, USB, or DSP functions. A failure to deliver an advertised function may also qualify. Personal sound preferences, setup errors, or incompatibility with equipment outside our stated compatibility specifications are not, by themselves, product defects. We may request reasonable troubleshooting, supporting photos or video where available, or an inspection. For a confirmed issue reported within 30 days, return the product for your choice of a full refund or a free, brand-new replacement of the same model and configuration. You do not have to accept a repair. If a new replacement is unavailable, you may receive a full refund instead. Report visible shipping damage promptly and keep the packaging if available. This does not shorten the 30-day defect claim period, warranty, or statutory rights. Original packaging is not required for a valid defect claim; use suitable protective packaging. 2 Return instructions and shipping costs Email support@hisong.io with your order number or proof of purchase, delivery date, and serial number if available. For a defect claim, describe the issue, provide supporting photos or video where possible, and state whether you prefer a full refund or a free new replacement. We will respond within 2 business days and provide a Return Merchandise Authorization (RMA) and return address. Please contact us before sending a product and use the address we provide. Our RMA process does not prevent a valid statutory cancellation notice or reduce your legal rights. For voluntary returns or replacements, send the product within 14 calendar days after authorization, unless otherwise agreed. Statutory deadlines take priority; EU and UK customers normally have 14 days after cancellation notice to return goods. Pack securely and retain proof of shipment. ·         Change of mind: you pay the direct return shipping cost where this was disclosed before purchase and permitted by law. Original shipping charges are not refundable under our voluntary policy, except where legally required. ·         Confirmed product defect or arrival damage: HISONG pays necessary return shipping and delivery of your free new replacement, including any associated shipping or customs charges. We provide a prepaid label or reimburse reasonable documented return costs. Contact us for shipping instructions first. For purchases from an authorized retailer or marketplace, contact the original seller for returns and refunds under its published policy and applicable law. HISONG warranty support remains available for qualifying products. 3 Full refunds and free new replacements For a confirmed defect reported within 30 days, a full refund covers the entire amount paid for the returned product after discounts, applicable taxes collected by HISONG, and the original delivery charge attributable to that product. No usage deduction or restocking fee applies. Refunds go to the original payment method. For a change-of-mind return, we refund the product price paid and applicable taxes, subject to the shipping terms above and statutory rights. Refunds are normally issued within 7–10 business days after we receive and inspect the return, and always within any shorter statutory deadline. Inspection will be completed promptly. Your payment provider may need additional time to post the refund. Taxes or duties paid directly to customs may require a separate claim with the relevant authority, subject to applicable law. 4 Limited warranty This limited warranty covers defects in materials or workmanship under normal use. It starts on the original delivery date, supported by tracking or other reasonable evidence, and applies to the original purchaser. It is non-transferable except where applicable law requires otherwise. It is additional to your statutory rights. Component Limited warranty period HISONG AirStudio S1 main unit 12 months HISONG AirStudio Muse main unit 12 months Universal Wireless Audio Receiver 12 months Wireless Audio Receiver 12 months Instrument Adapter 12 months Magnetic Desktop Stand 6 months USB-C to USB-C Cable / Cold Shoe / 3.5 mm Cable 3 months USB-C / USB-A Adapter 3 months Carrying Pouch / Protective Case 6 months Foam Windscreen / Ear Hook / Storage Disc Consumables; no additional commercial warranty Software / Firmware / HISONG Link App Lifetime technical support   The consumables exclusion does not remove rights relating to items supplied defective. Cables and other covered accessories remain covered for manufacturing defects during their stated warranty periods; ordinary wear is excluded. What is covered Coverage includes functional failure caused by manufacturing defects, including wireless, charging, USB, and DSP hardware malfunctions. HISONG will also help diagnose app or firmware connectivity issues affecting supported hardware. Failures of advertised functions remain subject to applicable consumer rights. What is not covered ·         Damage caused by accidents, misuse, liquid exposure, improper storage, or operation contrary to the instructions. ·         Ordinary wear, cosmetic deterioration from use, and normal consumption of replaceable items. ·         Damage or failure caused by modifications, disassembly, repairs, or third-party accessories. Their use alone does not automatically void coverage for unrelated defects. ·         Counterfeit products and products purchased from unauthorized sellers under this voluntary manufacturer warranty, without affecting any statutory rights against the seller or other responsible party. 5 International purchases and statutory rights International purchases from hisong.io and authorized retailers qualify for warranty support. Service locations may vary. If you move or forward the product to another country, contact us to arrange service. Any additional cross-border costs will be explained in advance and will not override your statutory rights or our warranty obligations. EU and UK distance purchases Where EU or UK withdrawal rights apply, cancel an eligible online purchase within 14 calendar days after delivery, without giving a reason, and return it within 14 days after notifying us. Email a clear cancellation statement to support@hisong.io. An RMA is not required to exercise this right. You may inspect the product as you would in a shop. Any lawful deduction is limited to loss in value caused by handling beyond what is necessary to establish its nature, characteristics, and functioning. We refund standard outbound delivery charges where required. Direct return costs are yours only where disclosed before purchase and permitted by law. For these statutory cancellations, we reimburse you without undue delay and within 14 days of receiving your cancellation notice. Unless we have offered collection, we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever is earlier. No inspection or RMA process extends the applicable legal deadline. EU consumers generally have a minimum two-year legal guarantee against the seller for faulty or non-conforming goods. UK consumers retain their rights regarding faulty, misdescribed, or unfit goods, including the applicable 30-day short-term right to reject. These rights are separate from our commercial warranty periods. Australian consumers Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. United States and other regions This limited warranty gives you specific legal rights; other rights may vary by state or country. Nothing here excludes mandatory implied warranties or other non-waivable rights. Return deadlines and commercial warranty expiry do not end longer statutory protection. 6 Limitation of liability To the extent permitted by applicable law, HISONG is not liable for indirect, incidental, or consequential losses, including lost recordings, data, or business opportunities. Please back up recordings, presets, and other data before service; repairs or resets may erase data. These limitations do not apply to fraud, death or personal injury caused by negligence, or any other liability or compensation right that cannot lawfully be excluded. Some jurisdictions do not allow these exclusions, so they may not apply to you. 7 Claim processing and technical support Service Typical timing Customer support response Within 2 business days Warranty repair 7–14 business days after receipt and assessment Replacement dispatch 3–5 business days after claim approval Refund issuance 7–10 business days after receipt and inspection   Service timings are estimates and exclude transit time. We will notify you of material delays. Statutory deadlines take priority, and a service delay does not remove your entitlement to any remedy required by law. Warranty service after the return period After 30 days, covered issues are normally handled through repair, replacement, or component service under this limited warranty. Refunds and other remedies remain available where required by applicable law. HISONG covers parts, labor, and necessary shipping for confirmed warranty claims. Replacement units, including brand-new replacements under the 30-day policy, carry the remaining original warranty or 90 days from replacement delivery, whichever is longer, without reducing statutory rights. For an issue outside coverage, we explain the findings and obtain your approval before any paid service or shipping. Lifetime technical support HISONG continues to offer setup and workflow guidance, HISONG Link App troubleshooting, and assistance with available firmware updates after the hardware warranty expires. Paid out-of-warranty repair options may be available. Technical support does not extend the hardware warranty or create an entitlement to free repairs after coverage ends, without affecting statutory rights. Contact HISONG Warranty provider: HISONG Music Technology Inc. Email: support@hisong.io Official website: https://hisong.io Support portal: https://hisong.io/pages/support Tutorials: https://www.youtube.com/@HiSongGlobal Contact support for the correct return address before shipping your product. © 2026 HISONG Music Technology Inc. All rights reserved.