Return & Withdrawal Policy
The following conditions apply to all purchases made on dreamsongpickups.com. Please read them carefully before completing your order.
1. Right of Withdrawal (standard products)
Under EU Directive 2011/83/EU and applicable consumer protection laws, private consumers have the right to withdraw from a purchase contract within 14 days of receiving the product, without providing any reason.
To exercise the right of withdrawal, please send a written notice to info@dreamsongpickups.com within the above deadline, including:
- Order number
- Product to be returned
- Reason (optional)
The product must be returned in the same condition in which it was received: intact, unused, undamaged, and in its original packaging.
Return shipping costs: return shipping costs are the responsibility of the customer, except in the case of a verified defective product (see section 3).
Reimbursement of the amount paid will be made within 14 days of receipt and verification of the returned product, using the same payment method used for the purchase.
2. Custom Products – Exclusion from Right of Withdrawal
Pursuant to Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
All pickups built to custom specifications provided by the customer at the time of order — including, but not limited to, magnet type, winding style, cover finish, impedance, or any other technical specifications requested — are considered custom products and are therefore excluded from the right of withdrawal.
If you are unsure whether a product is standard or custom, please contact us before placing your order.
3. Warranty for Defects and Non-Conforming Products
All products are covered by the legal conformity warranty of 2 years from the date of purchase, in accordance with EU consumer protection legislation.
In the event of a defect or non-conformity, please follow the procedure below:
- Report the defect within 14 days of discovering it, by sending an email to info@dreamsongpickups.com with the subject line "Defect report – Order [order number]".
- Send detailed photographs of the product and the defect, to allow a preliminary remote assessment and to verify the absence of tampering or damage caused by improper use.
- Following the assessment of the photographs, if the defect is deemed plausible, you will be asked to return the product. Return shipping costs are initially the responsibility of the customer.
- Upon receipt of the pickup, a technical inspection will be carried out. If the defect is confirmed and is not attributable to improper use or tampering, the customer will receive:
- Reimbursement of the return shipping costs incurred
- Free shipping of a replacement pickup
The warranty does not cover damage caused by incorrect installation, improper use, unauthorised modifications, or normal wear and tear.
4. Defective Products – Refund as an Alternative to Replacement
If the defective product cannot be replaced (for example, due to discontinuation of the model), the customer may opt for a full refund of the amount paid, including the original shipping costs.
5. Contact Us
For any enquiries regarding returns, withdrawal, or warranty:
- Email: info@dreamsongpickups.com
- Website: www.dreamsongpickups.com
We will endeavour to respond within 2 business days.
Last updated: April 2026