Returns and withdrawal

Last updated: June 2026

1. Right of withdrawal — 14 calendar days

If you are a consumer or user in the European Union, you have the right to withdraw from your purchase within 14 calendar days from the date on which you (or a third party designated by you) physically receive the product, without giving any reason and without any penalty, in accordance with Article 102 of Spanish Royal Legislative Decree 1/2007 (TRLGDCU) and EU Directive 2011/83/EU on consumer rights.

The 14-day period expires once that period has elapsed, counting from the day after receipt of the product.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal you must notify us before the 14-day period expires, by means of an unequivocal statement (for example, a letter sent by post, fax or email). You may use the model withdrawal form below, although it is not compulsory.

Send your notice to:

  • Email: info@dartelsolutions.com (subject: “Withdrawal — Order [order no.]”)
  • Postal address: Dartel Solutions, C/ Azahar 3, portal 6, 3D, 29730 Rincón de la Victoria, Málaga, Spain
  • WhatsApp / phone: +34 612 49 49 00

We will send you an acknowledgement of receipt of your withdrawal by email without delay.

3. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

To Dartel Solutions, C/ Azahar 3, portal 6, 3D, 29730 Rincón de la Victoria, Málaga — info@dartelsolutions.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods / for the provision of the following service (*):

— Goods/service ordered on (*) / received on (*): ______________________

— Order number: ______________________

— Name of consumer(s): ______________________

— Address of consumer(s): ______________________

— Signature of consumer(s) (only if this form is submitted on paper): ______________________

— Date: ______________________

(*) Delete as appropriate.

4. Exclusions from the right of withdrawal

The right of withdrawal does not apply to:

  • Goods made or personalised to the consumer’s specifications (e.g. custom kits, specific cabling).
  • Goods liable to deteriorate or expire rapidly.
  • Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery (e.g. cameras or sensors with the warranty seal broken).
  • Installation or maintenance services already performed in full before the withdrawal period expires, where performance began with the customer’s prior express consent and their acknowledgement that they would lose the right of withdrawal once the contract had been fully performed.
  • The supply of digital content not provided on a tangible medium, if performance has begun with the consumer’s prior express consent.

5. Returning the product

Once you have notified us of your withdrawal, you must return or hand over the product to us without undue delay and in any event no later than 14 calendar days from the date on which you notify us of your decision to withdraw.

The product must be returned in the following condition:

  • In its original packaging or in equivalent packaging that adequately protects it.
  • With all its accessories, manuals, cables and original documentation.
  • Without signs of use beyond what is necessary to establish the nature, characteristics and functioning of the goods (equivalent to what you could do in a physical shop).

We will provide you with the return address when we confirm your withdrawal. You may send it by the shipping method of your choice.

Return costs: the direct costs of returning the goods are borne by the customer, unless the reason is an error by Dartel Solutions (wrong product, manufacturing defect). In that case Dartel Solutions bears the costs.

If the value of the product is diminished as a result of handling beyond what is necessary to establish its functioning, we may deduct the corresponding amount of that diminished value from your refund.

6. Refund

Once we receive the returned product and verify its condition, we will refund the total amount paid (product price + original shipping costs of the full order, if the withdrawal is total) within a maximum of 14 calendar days from the date we receive the returned goods.

The refund will be made using the same payment method used in the original purchase, at no additional cost to the customer.

In the case of a partial withdrawal (only some of the items in the order), the original shipping costs are not refunded.

7. Returns due to a defective product or shipping error

If you receive a defective product, one damaged in transit or one different from what you ordered, contact us at info@dartelsolutions.com attaching:

  • Order number.
  • Photographs of the product and the packaging showing the defect or damage.
  • A description of the problem.

Dartel Solutions will fully cover the return costs and will arrange a replacement, repair or refund at no additional cost to the customer, as applicable. We will respond within 48 working hours.

8. Legal guarantee of conformity (3 years)

Independently of the right of withdrawal, all products sold come with the 3-year legal guarantee of conformity from delivery, in accordance with Article 118 et seq. of the TRLGDCU.

During that period, in the event of a lack of conformity the customer may demand:

  • Repair or replacement of the product (at the customer’s choice), free of charge.
  • If neither of the above is possible or proportionate: a price reduction or termination of the contract with a full refund.

During the first 12 months after delivery, any lack of conformity is presumed to have existed at the time of delivery. From month 13 to month 36, the customer must prove that the defect existed at the time of delivery.

9. Returns contact