Warranty terms and service

Last updated: 30.09.2026

Legal guarantee

As the seller, we are liable for any lack of conformity of the goods with the contract which becomes apparent within 2 years of delivery. This is your statutory right and does not depend on the manufacturer’s commercial guarantee.

If the goods show a lack of conformity, you have the right to have them repaired or replaced free of charge and within a reasonable period. If this is impossible or is not done, you have the right to a price reduction or to terminate the contract and receive a refund of the amount paid.

Examples of lack of conformity (defect)

For example:

• seams that have come unglued or unstitched;
• the rubber rand or the sole coming unglued;
• a damaged zip or button;
• cracked leather.

What is not considered a defect

For example:

• wear from normal use, including worn-down soles;
• burns and stains;
• damage from incorrect use, maintenance or care;
• damage from an attempted repair by the customer;
• damage caused by misuse or negligence.

How to submit a complaint

• Bring the product to the Basecamp store at 90 Cherni Vrah Blvd., Sofia, call us on +359 894 505 117 or write to us at [email protected].
• State the order number or present the receipt or invoice. If you do not have a purchase document, the purchase can also be established in another way.
• Describe the problem. Photographs speed up the examination.
• Where necessary, we send the product to the manufacturer for an opinion. We resolve a justified complaint within one month of its submission.
• When the complaint is justified, its costs are borne by us.

Manufacturer’s commercial guarantee

When the manufacturer provides its own commercial guarantee, it is additional and does not limit your statutory rights.

Advice from Basecamp

• When buying, make sure that the chosen model and size are suitable for the activities you practise.
• Choose clothing, footwear and accessories according to the conditions in which you will use them.
• Maintain your equipment according to the manufacturer’s instructions to preserve its functionality and durability.