Cancellation policy for consumers

1. Right of withdrawal

As a consumer, you have the right under Sections 312g, 355 et seq. of the German Civil Code (BGB) in conjunction with the EU Consumer Rights Directive 2011/83/EU to withdraw from this contract within 30 days without giving any reason. This period exceeds the statutory minimum of 14 days and is granted to you voluntarily by subtel GmbH.

The withdrawal period is 30 days from the day on which you, or a third party designated by you (other than the carrier), took possession of the goods. In the case of multiple items delivered separately as part of a single order, the period begins upon receipt of the last item.

Which products are covered? All goods in our shop are subject to the right of withdrawal under the above conditions. We do not sell perishable goods, digital content or items made to the customer’s specifications – the exclusions set out in Section 312g(2) of the German Civil Code (BGB) therefore do not apply.

2. Exercising the right of withdrawal

You can also exercise your right of withdrawal directly via the Revoke contract button in the footer of every page.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement. This can be done by post, by email or by returning the goods. No prior contact or confirmation from us is required – you may return the goods directly to us. You may use the attached model withdrawal form for this purpose, although this is not mandatory.

The date of dispatch is decisive, not the date of receipt by us: to meet the withdrawal deadline, it is sufficient to dispatch the notice of withdrawal or the goods within the 30-day period.

Our contact details for exercising your right of withdrawal:

subtel GmbH
Plauener Str. 163-165, Haus E
13053 Berlin
Germany

Email: info@subtel.de
Telephone: 0800 5893936 (Mon–Fri: 10:00–21:00)

3. Legal consequences of withdrawal – Refund

If you withdraw from the contract, we shall refund to you all payments we have received from you, including delivery costs (with the exception of any additional costs arising from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within 14 days of the day on which we receive notification of your withdrawal. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees in connection with this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.

4. Returning the goods

You must return or hand over the goods to us without delay and in any event no later than 14 days from the day on which you notify us of the withdrawal. The deadline is met if you dispatch the goods before the expiry of the 14-day period.

If you exercise your right of withdrawal, you shall bear the direct costs of returning the goods. In the case of faulty items or items incorrectly delivered by us, we shall bear the return costs (see § 7).

Return address:

subtel GmbH
Plauener Str. 163-165, Haus E
13053 Berlin
Germany

5. Return conditions

To ensure we can process your return quickly and smoothly, please observe the following conditions:

• Packaging – please pack the goods so that they are not damaged in transit. Where possible, use the original packaging, including labels and seals, and place this inside a sturdy outer box.
• Accessories – include all original accessories supplied with the product (charger, cables, user manual, warranty card, etc.).
• Invoice/receipt – please enclose a copy of the invoice or order confirmation so that we can identify your return. Please ensure the order number is clearly visible on the parcel.
• Traceable shipping – we recommend a traceable shipping method. You bear the burden of proof that the goods were dispatched within the 14-day period, as well as the direct return costs.
• Lithium-ion batteries – Batteries and devices with permanently installed lithium-ion cells (UN3480/UN3481) must not be sent loose. Please always observe your courier’s lithium battery regulations and declare the consignment correctly. DHL, DPD and other carriers publish their current terms and conditions on their websites.
• Condition of the goods – You may inspect and test the goods to the same extent as you would have been able to in a physical shop. If you use the goods beyond this, you shall be liable for any loss of value (see § 6).

6. Loss of value

You are only liable for any loss in value of the goods if this loss in value is attributable to handling of the goods that is not necessary for checking their nature, characteristics and functioning. You may therefore inspect and test the goods to the same extent as you would be able to in a physical shop – but you must not use them for their intended purpose over a prolonged period.

7. Faulty or incorrectly delivered goods

If you have received the wrong item or if the goods are faulty on delivery, please contact our customer service team at info@subtel.de or 0800 5893936 before returning the goods – please quote your order number and describe the fault. In such cases, we will cover the return costs and offer you the following options within the scope of your statutory warranty rights under Section 437 of the German Civil Code (BGB):

• Subsequent performance by repair or replacement (Section 439 of the German Civil Code (BGB))
• Withdrawal from the contract or a reduction in the purchase price, insofar as subsequent performance fails or is unreasonable (Sections 440, 441 BGB)
• Compensation in accordance with the general provisions

This does not affect our 3-year warranty – details can be found on our warranty page.

Model withdrawal form

(If you wish to withdraw from the contract, please complete this form and return it.)

To:
subtel GmbH
Plauener Str. 163-165, Haus E
13053 Berlin, Germany
Email: info@subtel.de

I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*):

Ordered on (*) / received on (*):

Name of the consumer(s):

Address of the consumer(s):

Order number (if available):

Signature of the consumer(s) (only for paper notifications):

Date:

(*) Delete as appropriate.