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Warranty & Repairs

Customer Service


Lifetime Warranty


All MAYA MAYA products come with a free Product Lifetime Warranty for our members. We believe in sustainability where responsible consumption of high-quality garments can protect you forever. That is why we enable free repairs in case of material failure for any functional garment. You don’t even need to show us the receipt. We trust you.

If you are submitting an item for repair from within the European Union and Switzerland, please follow the procedure below.

1.    Make sure you are a registered member. If you are not registered yet, you can do this here

2.    Submit an online "Repair request", which you find on the link below.

                SUBMIT REPAIR

3. You will receive a repair confirmation with instructions where to send the damaged item/-s.

4.  Wash the garment and in case of small damaged areas, mark them by a sticker. Attach an A4 paper with handwritten "Repair ticket number". This number you will receive per E-mail after successfully submitting your "Repair request". Unwashed garments will be cleaned at our dry cleaner at your costs at 10 EUR (light garments) to 20 EUR (jackets, pants, etc. ) per item. 

5. Dispatch the package. Make sure that the shipping is prepaid and the package is insured for full replacement value and you use a shipping method that will provide you a tracking number.

If you are submitting an item for repair outside of the European Union and Switzerland, please follow the procedure below.

1.    Make sure you are a registered member. If you are not registered yet, you can do this here

2.     Submit an online "Repair request", which you find on the link below. 

                SUBMIT REPAIR

3. You will receive a repair confirmation with instructions where to send the damaged item/-s. We will provide you with the necessary documents for the international shipment.

4. Wash the garment and in case of small damaged areas, mark them by a sticker. Attach an A4 paper with handwritten "Repair ticket number". This number you will receive per E-mail after successfully submitting your "Repair request".  Unwashed garments will be cleaned at our dry cleaner at your costs at 10 EUR (light garments) to 20 EUR (jackets, pants, etc. ) per item.

5. Dispatch the package. Make sure that the shipping is prepaid and the package is insured for full replacement value and you use a shipping method that will provide you a tracking number.

There are many definitions. At MAYA MAYA, we create eternal products and their lifetime is long - the judgement if the lifetime is expired is at our discretion led by the rule/question: is the item still wearable. In most cases that means the wear and tear did not affect the item optically or by its functionality. For more information, continue reading the FAQ section on this page.

MAYA MAYA is not responsible for incorrect delivery of the repair or any accruing fees that have not been confirmed in writing by us in advance or are excessive. If such costs occur, you will be charged for them and must be paid before the parcel is sent.

Please note that the complete repair procedure can take up-to 8 weeks. Often it is less, but sometimes a repair requires specific components that we do not have on stock, so we have to order them additionally at our vendors.

MAYA MAYA will absorb its part of the shipping charges using regular mail. If you request that we can order shipping by express courier, the additional shipping charges will be invoiced to you.

The MAYA MAYA lifetime warranty is valid for the original owner only. We reserve the right to request a proof of ownership. If the product changed hands/ownership or was used by a third person the lifetime warranty on this particular product is no more valid.

If the product shows signs of improper handling or care, we will not repair the product for free. In order to avoid this, please follow our detailed care instructions here.

Carefully follow our instructions. If you choose not to follow our instructions, the additional arising costs will be charged to you. MAYA MAYA is not responsible and will not cover any shipping or collateral costs related to submitting the repair. Be aware, in case of international shipping, additional duties and charges might apply and, in this case, MAYA MAYA can’t refund them. 

Product Repairs


We believe in sustainability where responsible consumption of high-quality garments can protect you forever. That is why we enable repairs in case of any damage that occurred on any technical garment. You don’t even need to show us the receipt. We trust you.

You might ask yourself is a damage repairable or not. At MAYA MAYA we create eternal products and their lifetime is long - the judgment if a repair is reasonable is at our discretion led by the rule/question: was the item still wearable before the damage occurred, will it be wearable after a reasonable repair and does the repair costs exceed the value of the item. In most cases that means that the wear and tear did not affect the item optically or by its functionality and the damage occurred is reasonably small.

Before you send the garment for repair you will receive our cost estimation and we will kindly ask you for payment before you send the item.

If you are submitting an item for repair from within the European Union and Switzerland, please follow the procedure below.

1.    Make sure you are a registered member. If you are not registered yet, you can do this here

2.    Submit an online "Repair request", which you find on the link below.

                SUBMIT REPAIR

3. You will receive a repair confirmation with instructions where to send the damaged item/-s.

4. Wash the garment and in case of small damaged areas, mark them by a sticker. Attach an A4 paper with handwritten "Repair ticket number". This number you will receive per E-mail after successfully submitting your "Repair request".  Unwashed garments will be cleaned at our dry cleaner at your costs at 10 EUR (light garments) to 20 EUR (jackets, pants, etc. ) per item. 

5. Dispatch the package. Make sure that the shipping is prepaid and the package is insured for full replacement value and you use a shipping method that will provide you a tracking number.

If you are submitting an item for repair outside of the European Union and Switzerland, please follow the procedure below.

1.    Make sure you are a registered member. If you are not registered yet, you can do this here

2.    Submit an online "Repair request", which you find on the link below. 

                SUBMIT REPAIR

3. You will receive a repair confirmation with instructions where to send the damaged item/-s. We will provide you with the necessary documents for the international shipment.

4. Wash the garment and in case of small damaged areas, mark them by a sticker. Attach an A4 paper with handwritten "Repair ticket number". This number you will receive per E-mail after successfully submitting your "Repair request".  Unwashed garments will be cleaned at our dry cleaner at your costs at 10 EUR (light garments) to 20 EUR (jackets, pants, etc.) per item.

5. Dispatch the package. Make sure that the shipping is prepaid and the package is insured for full replacement value and you use a shipping method that will provide you a tracking number.

MAYA MAYA is not responsible for incorrect delivery of the repair or any accruing fees that have not been confirmed in writing by us in advance or are excessive. If such costs occur, you will be charged for them and must be paid before the parcel is sent.

Please note that the complete repair procedure can take up-to 8 weeks. Often it is less, but sometimes, repairs require specific components that we do not have on stock, so we have to order them additionally at our vendors.

MAYA MAYA will absorb its part of the shipping charges using regular mail. If you request that we can order shipping by express courier, the additional shipping charges will be invoiced to you.

If the product shows signs of improper handling or care, we will not repair the product for free. In order to avoid this, please follow our detailed care instructions here.

Carefully follow our instructions. If you choose not to follow our instructions, the additional arising costs will be charged to you. MAYA MAYA is not responsible and will not cover any shipping or collateral costs related to submitting the repair. Be aware that in case of international shipping, additional duties and charges might apply and, in this case, MAYA MAYA can’t refund them. 

    FAQ


    All MAYA MAYA products are covered for their lifetime. The MAYA MAYA products are warranted - to the original owner - against manufacturing defects / material failure for the lifetime of the product.

    There are many definitions. At MAYA MAYA we create eternal products and their lifetime is long - the judgment if the lifetime is expired is at our discretion led by the rule/question: is the item still wearable. In most cases that means that the wear and tear did not affect the item optically or by its functionality.

    Additional explanation 1:

    The products are covered by warranty to the original owner for the lifetime of the product. This does not mean your personal lifetime. The lifetime cycles of textile products by industry standards are:

    • Jackets and pants including a membrane- 3 years

    • General sportswear- 2 years

    • T-Shirts and underwear- 12 months

    Lifetime Warranty is related to material-failures only

    Additional explanation 2:

    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.


    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 or intensive use. Damage not covered by warranty may be repaired for a reasonable rate, and a fee will be charged for return shipping. This warranty does not cover products sold as manufacturing defected products or samples at a special rate.

    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 country to country.

    The item(s) will be evaluated based on photos posted within the repair form. If any charge will apply, you will be contacted before you send your garment. If the item(s) is deemed unrepairable, we may - at our discretion - submit you a special offer for replacement based on the same or similar item by its functionality. Provided damage to the item is not due to improper use by you or related to normal wear and tear. The unrepairable item will be recycled. If the garment has sentimental value and you would like to have it returned rather than being recycled, please make this very clear to us when you are in contact with our customer service.

    Our typical turnaround time is 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.

    Costs of shipping to the repair shop or MAYA MAYA store are covered by the customer. Standard shipping back from repair shop to customer’s address are paid by MAYA MAYA. 

    All shipping to Warranty must be pre-paid and insured. MAYA MAYA cannot be liable for lost in-bound packages.

    You can avoid the cost of shipment by bringing the damaged item to any of the offline stores. We will dispatch all new repairs to the repair shop once per week.

    If a material failure occurs on your product, 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 the current value of the item a new one, offered for a special price at our discretion might 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 repair claim and we will not replace it, and it will be returned to you. 

    Please send us by email the tracking number you will receive sending your repair together with your "Repair ticket number". We will import your data into our system and you can follow the status on your user portal at www.mayamaya.ch/my/home. Our typical turnaround time is 8 weeks from the day we receive your product at our facility until it is returned to you. 

    Having your item altered, modified, repaired or embroidered by anyone other than MAYA MAYA will void the warranty and any kind of service obligation from our side. 

    If there are minor mechanical damages on your garment, submit a repair claim with pictures. Before you dispatch the item, we will evaluate, if we can repair it or not. If we will see, the cost of repairing exceeds the depreciated value of your garment (discounted -30%/year since purchase), we will not repair it. 

    Simply contact customercare@mayamaya.ch and attach some pictures of the damaged item. We will evaluate the damage and decide, if your item is covered by the warranty. If it wasn’t covered, you could still send the item for repair, but in that case the repair and return shipping would be invoiced to you upfront.

    We do not give refunds for products that have been in use, show signs of use and/or odour and don’t have the labels on anymore. There are no exceptions. 

    Except as expressly set forth above and on our website, 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.

    In no event will MAYA MAYA or its 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, incidental or consequential damages of any kind regardless of the form of action whether in contract, tort (including negligence), strict liability or otherwise, even if MAYA MAYA or its 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.

    Sustainable Repair Management


    At MAYA MAYA, we care for the lifetime of your product in a sustainable way. It’s not only about reducing costs, it's more care for the environmental impact.

    Imagine - you have a problem with a garment that could be easily repaired by you or a local tailor. Email us your request including some photos and we can help you with the replacement of damaged components, materials, etc., send it to you free of charge and you organize everything at home or at a local repair shop or tailor.

    For example: "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 customercare@mayamaya.ch 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. and a picture of the buckle if possible. The same process you might use for repairs which could be done by you, your surrounding or in case there is something else you could replace without sending us the whole product.

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