The MAYA MAYA warranty policy and guidelines
At MAYA MAYA we understand the importance of quality. All our products are tested to perfection and are designed to exceed the high standards required. In addition, each product is covered by an industry-leading warranty for our members, to demonstrate our commitment to quality.
This isn't just a group of words to us. It's a culture. It's a state of mind. It's who we are. That's why we put our products through the most rigorous testing in the industry. We want to make sure that product failures happen in the lab, not in the field.
MAYA MAYA has built it's reputation by engineering products that exceed consumer expectations for quality and durability. Hereinafter we are introducing our Lifetime Warranty.
All MAYA MAYA products are covered for their full lifetime. In addition, all MAYA MAYA products include a lifetime support through web and email communication at firstname.lastname@example.org
The MAYA MAYA products are warranted -to the original owner- against manufacturing defects in materials and workmanship, for the lifetime of the product.
If a MAYA MAYA product covered by this warranty fails due to a manufacturing defect, we will repair the product without charge, or replace it at our discretion. Whereby items not older than one year might be replaced and items older than one year will be repaired. Only original, unaltered and unmodified materials and workmanships are covered by this policy. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage not covered by warranty may be repaired for a reasonable rate, and a fee will be charged for return shipping.
For warranty evaluation, your product must be returned directly to MAYA MAYA warranty team at: email@example.com. All shipping to Warranty must be pre-paid and insured. MAYA MAYA cannot be liable for lost in-bound packages. We require that products accepted for warranty or repair have to be clean. Charges will be assessed if cleaning is necessary or the product may be returned to you if it cannot be adequately cleaned.
This warranty is available in Europe, the United States and Canada under specific legal rights of the Swiss Law. You may have other rights, which vary from state to state.
This warranty does not cover products sold as manufacturing defected products at a special rate.
For repair the fee for inbound and outbound shipping will be charged. In case the damage is covered by warranty no fee will be charged for return shipping.
For damage to be covered by Warranty an invoice/bill from the purchase is needed – copy. Otherwise the MAYA MAYA warranty team may repair the product for a reasonable charge and a fee will be charged for return shipping.
What does "lifetime" mean?
The products are covered by warranty to the original owner for the lifetime of the product. This does not mean your personal lifetime. Your MAYA MAYA jacket might not survive you, however our first ones produced in the previous millennium, are still going strong!
The lifetime cycles of textile products by industry standards are:
Jackets and pants including a membrane- 3 years
General freetime and sports wear- 2 years
T-Shirts and underwear- 12 months
At MAYA MAYA we live longer, much longer. Depending on the use and care of the owner. The decision is made at our discretion, if a product is under warranty – the product itself has to be in good and usable shape. At products which lifetime is over - already seen by eye inspection- the damage is no more covered by the MAYA MAYA lifetime warranty.
Is normal wear and tear covered by warranty?
The MAYA MAYA lifetime warranty covers manufacturing defects in materials and workmanship, regardless of the age of the product, but it does not cover normal wear and tear. Wear and tear is damage that naturally and inevitably occurs as a result of normal or extreme use. Regardless of how carefully you use or how well you care for your MAYA MAYA product, it will eventually begin to show age and wear. Common examples of wear and tear that would not be covered under the lifetime warranty include: color fading, abrasions from rubbing when you walk or wear gear, and general breakdown of the materials over the years.
How do I send my product in for repair?
If you are having problems with your MAYA MAYA product, please send it in along with our Warranty Return Form for inspection and repair. The address you will find on the form itself. You also might contact the MAYA MAYA warranty team at firstname.lastname@example.org
Go to Warranty/Claim Return Form
Go to Repair Return Form
Please make sure that the shipping is prepaid and the package is insured for full replacement value. Use a shipping method that will provide you a tracking number. Please mark the areas in question on the product with colored tape or masking tape, so we can find them easily and make sure that your note describes the location.
Please send the product clean. Soiled products will be sent out to a professional cleaning service prior to the repair and extra charges will apply for that service. Sending out a product for cleaning adds also cause an unexpected delay of two weeks or more.
Will my product be repaired or replaced?
If your warranted product fails due to a manufacturing defect in materials or workmanship, our first option will be to repair the item, free of charge. The repair might change the visual appearance. If the product is not repairable, or if the cost of repairing the item exceed the cost of a new one, we will replace it. If your MAYA MAYA product has special memories attached to it and that makes it irreplaceable to you, please indicate so on the Warranty/Claim Return Form and we will not replace it and it will be returned to you.
Our typical turnaround time is 6-8 weeks from the time we receive your product until it is returned to you. In some cases we can get it back to you sooner. In some cases, it may take longer. During peak season our turnaround time can be longer than eight weeks. If your product needs to be sent out to be cleaned, you may expect up to two additional weeks before it will be returned to you.
Who pays for shipping?
As stated in our warranty policy, the customer pays the shipping charges to send products to the Warranty team. MAYA MAYA will absorb the return shipping charges using regular mail. If you request that we return your product by DHL Express, the additional shipping charges will be invoiced to you. Shipping charges for all non-warranty repairs are at the owner’s expense.
What do repairs cost?
The cost of non-warranty repairs varies from one repair to another, depending on the cost of the materials and length of time it takes for us to do the repair. After your product is evaluated, we will send you an email with the final repair costs and request that you return your approval.
How can I find out the status of my repair?
You can track your package with your shipper to determine if and when it has been delivered. Once we have received your product in the Warranty team, we will send out an email that will let you know the status of your repair. Again, our typical turnaround time is 6-8 weeks from the day we receive your product at our facility until it is returned to you. If you have further questions, please contact the Warranty team at email@example.com.
I have a broken/missing buckle. Can it be replaced?
If your buckle is broken or misplaced we would be happy to send you a new one. You may contact us by email at firstname.lastname@example.org to request a replacement buckle to be sent out. Please provide your name and address, along with a description of the buckle - even better, a photo, including the width of the strap the buckle is attached to in inches and a picture of the buckle if possible. The same process you might use for repairs you identify could be done by you, or your surrounding or in case there is something else we could replace without sending us the whole product.
Where can I get my MAYA MAYA garment altered?
Having your item altered, modified, repaired or embroidered by anyone other than MAYA MAYA will void the warranty.
Warranty Start Date
"Start Date" as used in this policy means the date this product is shipped from our warehouse to you, or the date this product is purchased in one of our stores.
Except as expressly set forth above, MAYA MAYA makes no representation or warranty of any kind, express, implied or statutory, including but not limited to warranties or merchantability, fitness for a particular purpose, title or non infringement, warranties or obligations arising from a course of dealing, usage or trade practise.
Limitation of Liability
In no event will MAYA MAYA or it's affiliates or suppliers be liable for any loss of use, injuries, accidents, it's interruption, lost time or occasions, interruption in business, lost profits or indirect, special, incidential or consequential damages of any kind regardless of the form of action whether in contract, tort (including negligence), trict liability or otherwise, even if MAYA MAYA or it's affiliate or supplier has been advised of the possibility of such damage, and whether or not any remedy provided should fail of it's essential purpose.
The total cumulative liability to customer, from all causes of action and all theories of liability, will be limited to and will not exceed the purchase price of the product paid by the customer. In addition MAYA MAYA shall not be liable for customer's or any third party's wear or gear contained in, sorted on or integrated with any product of MAYA MAYA, returned or not, whether under warranty or not.