WARRANTY & REPAIR
This page provides information about MIYAGEN's product warranty and repair services.
Warranty Policy
All MIYAGEN products come with a product warranty. If a defect in materials or workmanship is found, we will repair or replace it free of charge. Proof of purchase (receipt or order confirmation email) is required to claim warranty service.
Warranty details by category
Backpacks (CREST 40, OBSI PACK, etc.)
We guarantee against manufacturing defects in the frame, stitching, buckles, and zippers. The CREST 40's carbon X-frame is covered against manufacturing defects under normal use.
Pouches and sacks (Lumi Nana Sack, Lastbit Pouch, etc.)
We guarantee against manufacturing defects in stitching and materials.
Separate Dry Socks <br/> Guarantees against sewing defects and initial defects in the joints of the separate structure. Wear and tear from normal use is not covered.
3D WHISTLE 2g
We guarantee against functional defects caused by print quality (such as no sound or structural defects).
Food Canister 500
We guarantee against manufacturing defects in the main body and lid. The silicone gasket is a consumable item and is not covered under warranty, but replacement gaskets can be purchased from our online store.
We guarantee against manufacturing defects in apparel , sewing, and fabric.
Paid repairs outside the warranty period
We also offer repair services after the warranty period for a fee. Estimated cost (including tax):
Repair of frayed stitching: ¥1,650~ / Buckle replacement: ¥1,100~ / Fabric repair/patch application: ¥2,200~ / Zipper replacement: ¥3,300~
A formal estimate will be provided after we have inspected the product. Diagnosis and estimates are free of charge. For repairs, the customer is responsible for the outbound shipping cost, while MIYAGEN will cover the return shipping cost.
Repair process
01
inquiry
Please first inform us of the product's condition and symptoms via the contact form or email. Attaching photos will help expedite the process.
02
Product delivery
If it is determined that the product can be repaired, please send it to MIYAGEN. We will provide you with the shipping address when you contact us.
03
Diagnosis and repair
We will inspect the product and provide you with an estimate of the repair work and costs (if it is not covered under warranty). We will begin the repair only after receiving your approval.
04
Return
After the repair is complete, we will return the product to you. A report detailing the repair will be included.
Cases not covered by warranty
The following cases are not covered under warranty, but may be repairable for a fee.
- Wear and tear from normal use, deterioration over time, modifications or repairs by the customer, damage due to incorrect use or use in a manner different from the instruction manual, damage due to natural disasters such as fire or flood, damage due to dropping or impact to 3D printed products, damage due to excessive impact to the carbon frame
About the characteristics of UL (ultralight) gear
MIYAGEN products pursue extreme lightness, which comes with trade-offs that differ from conventional heavy gear. Ultralight materials may have lower abrasion resistance and tear strength compared to comparable heavy materials. This is a design characteristic common to all UL gear and does not indicate a product defect. To fully enjoy the benefits of lightness, please be careful of contact with sharp rocks and branches, and avoid overloading. With proper use and care, UL gear can last a long time. Please refer to the care guide for product maintenance instructions.
About MYOG (DIY/DIY Modification)
The DIY (MYOG) and modification (MOD) of existing products described in the MYOG section of the care guide are to be done at the customer's own discretion and responsibility. If a product is modified, MIYAGEN's warranty for that product will not apply. In the event of malfunctions or damage caused by modifications, we may be able to provide repair services for a fee, so please feel free to contact us first.
For repair requests or inquiries, please contact us here.
inquiry