This article summarizes Naya’s warranty policy and steps to start a warranty claim. Our products come with a one-year warranty term and a commitment to assist with parts and repairs well beyond that. For any questions just reach out at support@naya.tech.

Our quality commitment

We design our products to be reliable, durable, and a joy to use. We use best-in-class materials to manufacture our products and designed nearly all parts to be replaceable. This doesn’t just reduce e-waste, but also means we seek to support you with spare parts beyond the warranty term.

What’s Covered?

For one (1) year from the date of delivery, we warrant that your Naya device will be free from defects in materials and workmanship under normal use. If local regulations mandate a longer warranty term, we will match it. For example, in Europe a two (2) year warranty period is mandated from the date of delivery. If an issue arises due to a defect in manufacturing or materials, we will repair or replace the product as we deem necessary. This warranty is non-transferable and applies only to the original end-purchaser of the product.

What’s Not Covered?

While we build Naya products to last, some things fall outside the scope of our warranty:

• Normal wear and tear, including cosmetic damage such as scratches or discoloration.
• Damage caused by accidents, misuse, neglect, acts of nature, fire, liquid exposure, or unauthorized modifications.
• Issues caused by third-party accessories, unauthorized repairs, or improper handling, such as applying excessive force while exchanging key switches.
• Damage caused by customizing our products’ firmware.
• Loss or Theft.
• Battery degradation due to normal use over time.

How to Make a Warranty Claim?

If you believe your Naya product has a defect covered by our warranty, here’s what to do:

1. Contact Us: Reach out to our support team at support@naya.tech with your proof of purchase and a description of the issue. If you purchased through our website, you don’t need a proof of purchase.
2. Assessment: Our team will assess the situation, may ask you for further information and proof and guide you through troubleshooting steps if needed.
3. Repair or Replacement: If your issue can’t be fixed otherwise, we’ll arrange for a repair or a replacement unit. We ask you to ship your original unit back to us at our expense.

Please note, that warranty replacements sent to international addresses may incur customs fees. At this time, we cannot guarantee from which locations replacement parts may be shipped. We mark all warranty shipments as “warranty replacement,” but local customs authorities may still impose charges. Customers are responsible for these charges.

A Warranty That Works With You

We know that a great product deserves great support. Due to our supplier terms, we cannot extend this warranty after expiry and make exceptions. However, our team is here to help and will always aim for a quick, fair and transparent resolution - both during and after your warranty period. We developed our products with repairability for years to come in mind. If you ever have questions, don’t hesitate to reach out at support@naya.tech.

— Team Naya

Order not yet shipped or Preorder

If your product has not shipped yet, you can request a cancellation at any time to receive a full refund for orders placed on www.naya.tech. We incur payment processing fees regardless, but will not expense these to you. Please note, if you later change your mind and want to order after all, your earlier reservation spot will be lost and you will have to wait longer.

Your order has already shipped?

After receiving your shipment, you can initiate a return with us within 14 calendar days after reception. We have confidence to extend this period later on, but initially want to ensure products shipped from our very limited stock are kept or returned swiftly, so we can ship them to other people waiting after qualifying them as 100% new again.

To be eligible for a return, your product:

• needs to be in brand new condition, free from any signs of use
• be packed in its original packaging, with all parts and components included

After your return is approved, we provide you with instructions to return your order. You are responsible for return shipping costs to our location in Hong Kong or Europe, depending on your location.

For some countries we can provide a return shipping label at cost of 50 USD, or 20 EUR from within the EU. This allows us to keep the initial purchase price lower than otherwise and we can still subsidize the initial shipment to you.

If we cannot provide a label, you have to ship the product back yourself. We highly recommend using a well tracked, insured shipping method.

Alternatively, if you want to avoid these costs, you could consider selling the product as used in your local market.

Once received, we inspect the return for any missing items or signs of use. If the products returned fail this inspection, we will offer a reasonable partial refund or offer to ship the product back to you at your expense.

After your return is approved, we issue a refund to your original payment method. We cannot change the payment method we refund to. Depending on your payment provider, it can take up to 7-14 business days for a refund to be processed to your account. The larger the transaction, the longer this can take.

Preorders and Out-of-Stock items

Preorder ship-out times provided on our website are our best estimates made in close coordination between our various teams. While delays are possible, we seek to inform you of them as soon as we are aware we cannot meet our indicated timeline. You can request a cancellation according to our cancellation policy, albeit that means you lose your place in the reservation queue.

Unless otherwise communicated, orders will ship once all products ordered are in stock.

Shipping times

Shipping time estimates on our website are always measured in business days. The range does not include order processing of 0-2 days (0-3 during peak seasons), albeit oftentimes your order ships the same day if the products are in stock.

Customs clearance times are not included in shipping estimates. The speed of customs clearance may depend on your cooperation with emails or phone calls by the shipping service provider shipping your order.

Force majeure - bad weather conditions, war, natural disasters or other factors outside of our control may also affect shipping times.

Shipping Address Changes

• If your order has not yet shipped, we can sometimes amend the address. Contact our customer support team immediately at support@naya.tech.
• If you placed a preorder and moved addresses before we ship, please remember to notify us.
• If your package is already in transit, we will almost never be able to redirect it. You will need to contact the courier with your tracking number to see if they can make a change on your behalf. If the product is returned to us we can issue a refund, minus shipping expenses and failed customs clearance fees, as applicable.

Shipping costs

Shipping costs are visible during checkout. We usually offer standard and express shipping depending on availability from our shipment locations.

Customs, Duties & Taxes

There is a difference between shipping costs and import fees. Shipping is charged by us to partially cover the cost of shipping your order to you. Customs, Duties and Taxes are charged by your regional administration, outside of our control. We cannot refund cost charged by local authorities related taxes, customs or duties as they are not charged by us.

For EU Customers: We ship orders inclusive of taxes and duties.

For US Customers: Historically, most shipments from outside the US do not incur duties and taxes. The current administration is actively working to change this, and we don’t know when this may take effect or what consequence it will have for consumer import costs. Below statement on all other regions applies.

In all other regions: You are responsible for clearing local taxes & duties upon import. Look out for email or phone contact by shipping providers or your customs office. If you have questions about import taxes & duties to your country, feel free to contact us. We are not international tax advisors and can’t give binding advice.

Failed customs clearance fee: Please inform yourself about local clearance costs before ordering. Our team is happy to assist at support@naya.tech. We are not international tax advisors and can’t give binding advice. After your order ships, if you change your mind and do not clear your local customs, the product is usually returned to us. This is expensive, and we just lose 100+ USD on shipping and processing fees. Therefore, any shipping fee charge with the order and an additional 50 USD customs clearance return fee are deducted from the refund. We will issue the partial refund upon receipt of your order.

Lost or damaged shipments

If you suspect your package has been lost, please contact us as soon as possible. We can only open an investigation with our courier after the package has been in transit without tracking updates for over 15 to 30 days, depending on your region and carrier.

If the tracking status says shipment has already been delivered but it has not be received, we recommend waiting 72 hours before contacting the courier to investigate.

Shipping Liability

We are not responsible for delivery errors due to inaccuracies or incompleteness in the shipping information entered by you during checkout. We recommend purchasing shipping insurance