Last updated: November 2026

Withdrawal notice for consumers

1. Right of Withdrawal

As a consumer, you have the right under the EU Consumer Rights Directive 2011/83/EU (in Austria § 11 FAGG) to withdraw from this contract without giving any reason. The statutory period is 14 days; we voluntarily grant you a withdrawal period of 30 days.

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 exclusions set out in the directive do not apply.

2. Exercising the right of withdrawal

To exercise your right of withdrawal, you must inform us (subtel GmbH, address below, phone: 01 / 3580 100, email: info@subtel.at) of your decision to withdraw from the contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but this is not mandatory.

You can also exercise your right of withdrawal online via the Revoke contract button in the footer of every page of our shop (§ 13a FAGG). There you enter your name, the order concerned (in whole or in part) and the email address for the confirmation, and confirm the withdrawal in a second step with the "Confirm withdrawal" button. We will send you an acknowledgement of receipt by email without delay, stating the content of your withdrawal and the date and time of its receipt.

The date of dispatch is decisive, not the date of receipt by us: to meet the deadline, it is sufficient to send your declaration within the 30-day period.

In addition and voluntarily, we also accept the return of the goods without comment within the 30-day period as withdrawal; no prior contact or confirmation from us is required. In this case, it is sufficient to dispatch the goods in time.

Our contact details for exercising your right of withdrawal:

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

Email: info@subtel.at
Phone: 01 / 3580 100 (Mon–Fri: 10:00–21:00)

3. Legal consequences of withdrawal – Refund

If you withdraw from the contract, we shall reimburse you for 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 make this refund using the same means of payment that 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 section 7).

Return address:

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

5. Notes on returning goods

The following notes help us to process your return quickly. They are not a condition for the validity of your withdrawal or for the refund.

• Packaging – please pack the goods so that they are not damaged in transit. Where possible, use the original packaging and place it inside a sturdy outer box.
• Accessories – please include the 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, and make sure the order number is clearly visible on the parcel.
• Traceable shipping – we recommend a traceable shipping method, as you must prove timely dispatch in the event of a dispute.
• Lithium-ion batteries – batteries and devices with permanently installed lithium-ion cells (UN3480/UN3481) must not be sent loose. Please observe your carrier's lithium battery regulations and declare the consignment correctly; carriers publish their current 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 section 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.at or 01 / 3580 100 before sending the goods back – please provide your order number and describe the issue. In these cases we cover the return shipping costs, and you are entitled to the statutory warranty rights under the Austrian Consumer Warranty Act (VGG) and §§ 922 et seq. of the Austrian Civil Code (ABGB):

• Repair or replacement of the goods
• Price reduction or termination of the contract if repair and replacement are impossible or fail
• Damages in accordance with the general statutory provisions

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

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.