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Returns, Withdrawal and Non-Conforming Goods

Last updated: 29 September 2026

1. Contact and notice of withdrawal

Before returning a product, please contact us:

Email: info@subietime.com
Telephone: +371 29 888 820

To exercise the right of withdrawal, after receiving the goods notify SubieTime by sending an electronically signed letter to info@subietime.com, or a registered letter by post to Valdeķu iela 62 – 165, Rīga, LV-1058, Latvia, stating the order number, the product and the reason.

The goods must be sent back within 14 calendar days of delivery, complete and in the original packaging. SubieTime will give the exact return address in its reply to the notice of withdrawal.

2. Right of withdrawal

A Consumer may withdraw from a distance contract within 14 days, stating the reason, except where a statutory exception applies (see section 6).

For goods the 14-day period starts on the day the Consumer, or a third party indicated by the Consumer other than the carrier, receives the goods.

Where one order is delivered in several consignments, the period starts when the first item, lot or piece is received, as provided by law.

To meet the deadline, the Consumer must send a clear notice of withdrawal in the manner set out in section 1.

3. Returning goods after withdrawal

After notifying SubieTime of the withdrawal, the Consumer must return the goods without undue delay and no later than 14 calendar days after receiving them.

SubieTime does not offer free return shipping — the Consumer bears the direct cost and the risk of returning the goods.

Suitable protective packaging and a trackable shipping method must be used. Labels and tape must not be attached directly to the manufacturer’s retail packaging.

4. Condition, inspection and tampering

The goods must be complete and in their original packaging. If a part has been installed or used, or the packaging has been opened in a way that makes the product unsaleable, the return may be refused or the refund reduced by the actual, demonstrable loss of value.

Where there is reasonable doubt about the authenticity or condition of a returned product, SubieTime may send it to the manufacturer or supplier for inspection. Every case is assessed individually and the Customer is informed of the outcome.

5. Refund

Where a withdrawal is accepted, SubieTime refunds the payments received from the Consumer, including the cost of the cheapest standard delivery method offered for that order. The cost of returning the goods is borne by the Consumer.

No refund is made where inspection shows that the returned item is not the item that was supplied, that it has been substituted or counterfeited, or that it has been deliberately tampered with. In such cases SubieTime reserves the right to involve law enforcement.

6. Exceptions to the right of withdrawal — special orders

Some of the parts we offer, in particular parts for older and rarer vehicles, are not held in stock but are manufactured or sourced specially on the basis of an individual customer order. A statutory exception to the right of withdrawal may apply to such goods, and they may not be returnable.

Where SubieTime considers that a statutory exception applies to a product, this is communicated before the order is placed or before the part is ordered from the supplier.

7. Incorrect, damaged or non-conforming goods

If the goods received are incorrect, damaged or do not correspond to the order, the Customer must contact info@subietime.com with an electronically signed notice stating the order number, the part number and a description of the problem with photographs.

SubieTime may request the product for inspection and send it to the manufacturer in order to establish the defect or a manufacturing fault. The Customer should not continue to use the product where continued use may cause damage or create a safety risk.

Where a claim is justified, the next steps are agreed between us in direct communication.

8. Items that are not defective

The following circumstances do not by themselves establish that a product was non-conforming at delivery:

• incompatibility resulting from an incorrect or incomplete VIN or vehicle description supplied by the Customer;
• installation on a modified or unintended vehicle;
• installation error or failure to follow manufacturer instructions;
• failure to replace required related parts, fluids, filters, seals or fasteners;
• normal wear or the expected service life of a consumable part;
• motorsport or competition use outside the product’s stated intended use;
• external damage, overheating, contamination, impact, corrosion, water ingress or electrical overload after delivery; or
• alteration, disassembly or repair by an unauthorised person where this caused the fault.

SubieTime bears responsibility where mandatory law provides that the goods were non-conforming when delivered.

9. Installation, labour and diagnostic costs

SubieTime does not voluntarily accept third-party labour or consequential costs without prior written agreement.

10. Business Customer returns

Business Customers do not have the statutory 14-day consumer right of withdrawal.

Correctly supplied goods may be returned by a Business Customer only with SubieTime’s prior written approval. SubieTime may refuse a discretionary return or make it subject to:

• unused and resalable condition;
• complete original packaging;
• return within the agreed period;
• return shipping at the Customer’s cost; and
• a reasonable restocking charge disclosed before the return is accepted.

Specially sourced, personalised, installed, used, electrical or discontinued products may be refused for discretionary B2B returns.

Mandatory rights and liability which cannot lawfully be excluded remain unaffected.

11. Order cancellation and special-order parts

Most of the parts we sell are ordered in from manufacturers and wholesale suppliers after the order has been placed. This section explains how cancellation requests and returns that fall outside the statutory right of withdrawal described in section 2 are handled.

11.1 Individual review

Each cancellation or return request is reviewed individually. The outcome depends on the status of the order at the moment the request reaches us (not yet ordered, already ordered from the supplier, or already dispatched) and on the conditions of the supplier from whom the part was ordered.

11.2 Special-order and custom parts

Parts that have already been dispatched, parts ordered in specially for the Customer, parts manufactured or modified to the Customer’s specifications, and parts marked in the offer as non-returnable may not be possible to cancel or return free of charge. Where the supplier charges a restocking, cancellation or handling fee, SubieTime will inform the Customer of the amount before the request is processed.

11.3 Supplier policy

For returns outside the statutory right of withdrawal — for example a change of mind by a Business Customer, or a request made after the 14-day period — approval depends on the return policy of the manufacturer or supplier. Additional return shipping, restocking or handling fees may apply and are communicated before the return is accepted.