At Maloja, we’re committed to your complete satisfaction with our high-performance cycling and running gear. We understand that sometimes products need to be returned or exchanged, and we’ve made this process as straightforward as possible for our global community of active adventurers.
Eligibility for Returns & Exchanges
You may return or exchange most items within 15 days of receiving your order, provided they are:
- In original condition with tags attached
- Unwashed and unworn
- In original packaging
For hygiene reasons, the following items cannot be returned or exchanged: Fietsondergoed (cycling underwear) and Hardloop Ondergoed (running underwear) unless faulty.
Return & Exchange Process
- Initiate Your Request: Email us at [email protected] within 15 days of receiving your order using the template below.
- Receive Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
- Ship Your Return: Package the item securely and include your RMA number. We recommend using a trackable shipping method.
- Processing: Once received, we’ll inspect the item and process your refund or exchange within 5 business days.
Return Shipping Information
Customers are responsible for return shipping costs unless the item is faulty or incorrect. For exchanges, we’ll cover the shipping costs of sending your replacement item via our standard shipping method.
Return to address:
Maloja Returns310 Hammolenweg
Kerkrade, NL 6466XV
Refund Information
Refunds will be issued to your original payment method within 7-10 business days after we receive and process your return:
- Credit card (Visa, MasterCard, JCB) refunds: 3-5 business days to appear on your statement after processing
- PayPal refunds: Typically appear within 24 hours
Original shipping fees are non-refundable unless the return is due to our error.
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Maloja Team,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item Details:
– Product Name: [Product Name]
– Size: [Size]
– Color: [Color]
– Reason for return/exchange: [Please specify]
For exchanges, my preferred replacement item is:
– Product Name: [Product Name]
– Size: [Size]
– Color: [Color]
Please advise next steps at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Number]
Faulty or Incorrect Items
If you receive a faulty item or incorrect product, please contact us immediately at [email protected]. We’ll arrange for a prepaid return label and expedite your replacement at no additional cost.
Need Help?
Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.