Warranty Policy

Warranty Policy

At SneakerBase, we stand behind every product we sell. All items purchased on thesneakerbase.eu are covered by the legal guarantee period under EU Consumer Protection Law (Directive 2019/771), which provides a minimum of two (2) years of protection against manufacturing defects and material faults from the date of delivery.

1. What Is Covered

This warranty covers manufacturing defects and material faults that arise under normal use conditions, including but not limited to:

• Sole Delamination: Sole detaching or peeling due to adhesive failure

• Hardware Failure: Broken eyelets, lace loops, or fastenings present upon receipt

• Structural Failure: Significant stitching failure occurring under normal wear conditions

2. What Is Not Covered

This warranty does not cover damage resulting from misuse, negligence, or circumstances beyond normal wear conditions, including:

• Normal Wear & Tear: Sole fading, creasing, or gradual colour wear consistent with regular use

• Misuse: Machine washing, exposure to extreme heat, or use of lifestyle footwear for high-intensity sports

• Accidental Damage: Scuffs, cuts, or any physical damage occurring after delivery

• Modifications: Any alterations, repairs, or customisations carried out by third parties

3. Reporting a Defect

• Damage on Arrival: If your order arrives damaged or defective, please contact us as soon as possible after delivery so we can assist you promptly.

• Hidden or Latent Defects: If a manufacturing defect becomes apparent during the statutory guarantee period, please notify us as soon as the issue is identified.

4. How to Submit a Claim

To submit a warranty claim, please contact us at info@thesneakerbase.eu with the following information:

• Your Order Number

• Clear photographs of the defect, including full shots of both shoes (outsoles included)

• A brief description of the issue and when it was first noticed

5. Resolution Process

Upon receipt of your claim, our team will assess the reported defect. If a manufacturing defect is confirmed, we will proceed in accordance with EU consumer protection law in the following order of resolution:

1. Repair, where feasible

2. Replacement with an identical item, subject to stock availability

3. Full or partial refund, where repair or replacement is not possible

6. Shipping Costs

• Defect Confirmed: All return and replacement shipping costs are fully covered by SneakerBase.

• Claim Not Upheld: If an item is found not to be defective under warranty terms, return shipping costs are the responsibility of the customer.

7. Contact & Support

To submit a warranty claim or for any warranty-related enquiries:

• Email: info@thesneakerbase.eu

• Phone: +30 690 611 7454 (Monday – Friday, 10:00 – 17:00 EET)

• Live Chat & Chatbot: Available on our website (Real-time responses via chatbot, escalated to live support when required)

• Address: Garittou 37a, Agia Paraskevi, Attica 15234, Greece