Cancellation policy for consumers

Version of November 2026

1. Right of Withdrawal

As a consumer, you have the right under Arts. 102 ff. TRLGDCU (Royal Legislative Decree 1/2007), which transpose the EU Consumer Rights Directive 2011/83/EU, to withdraw from this contract within 30 days without giving any reason. The statutory minimum is 14 days from the day after receipt; the 30-day period is voluntarily granted by subtel GmbH.

The withdrawal period expires 30 days from the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods. Where your order consists of multiple items delivered separately, the period begins on the day you receive the last item.

Which products are eligible? All items in our shop are covered by this right of withdrawal. We do not sell perishable goods, digital content or custom-made items — so the exceptions in Art. 103 TRLGDCU do not apply.

2. Exercising the right of withdrawal

To exercise your right of withdrawal, you must inform us (subtel GmbH, Mainzer Str. 3, 10247 Berlin, Germany, email: info@subtel.es, telephone: 910 470 400) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below for this purpose, although this is not mandatory.

Online withdrawal: You can also withdraw online throughout the withdrawal period via the “Withdraw from contract here” link in the footer of every page of our shop. In a first step you enter the details needed to identify you and the contract; in a second step you confirm your withdrawal with the “Confirm withdrawal” button. After submission we send you without delay, on a durable medium (email), an acknowledgement of receipt stating the content of your withdrawal and the date and time it was received.

In addition and on a voluntary basis we also accept the simple return of the goods within the 30-day withdrawal period as a withdrawal; no prior contact or confirmation from us is required.

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 before the 30-day period expires.

Our contact details for the withdrawal:

Sermoga Ossorio Franqueo SL
C/ Sierra Nevada 13-15
28830 San Fernando de Henares
Madrid
Spain

Email: info@subtel.es
Telephone: 910 470 400 (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:

Sermoga Ossorio Franqueo SL
C/ Sierra Nevada 13-15
28830 San Fernando de Henares
Madrid
Spain

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 are responsible for proving that the goods were dispatched within the 14-day period, as well as for 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 carrier’s lithium battery regulations and declare the consignment correctly. Correos, GLS 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 will be liable for any loss in 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. Incorrect or faulty items

If you have received the wrong item or the goods are defective on delivery, please contact our customer service at info@subtel.es or 910 470 400 before sending the goods back — please provide your order number and describe the issue. In these cases we cover the return shipping costs and offer the following remedies in line with your statutory warranty rights under Arts. 114 ff. TRLGDCU:

• Repair or replacement of the item
• Withdrawal from the contract or price reduction where remedial performance fails
• Damages in accordance with the general statutory rules

This is independent of our 3-year warranty.

Model withdrawal form

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

To:
Sermoga Ossorio Franqueo SL
C/ Sierra Nevada 13-15
28830 San Fernando de Henares, Madrid, Spain
Email: info@subtel.es

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.