Refund policy
Returns, Refunds and Right of Withdrawal
This policy applies to purchases made from SoloDallas Europe. Nothing in this policy limits any mandatory consumer rights you may have under applicable law, including EU consumer protection and legal guarantee rights.
1. EU Right of Withdrawal
If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving any reason.
For physical goods, the withdrawal period expires 14 days after the day on which you, or a third party indicated by you, receives the goods. If your order is delivered in multiple shipments, the period runs from the day you receive the last item.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You can do this by using our online withdrawal/return request link:
https://account.solodallas-europe.com/
You may also contact us at:
From June 19, 2026, EU customers may also use the clearly marked “Withdraw from contract here” button or link on our store, where available.
Your withdrawal request must include your name, email address, order number or other order reference, and a clear statement that you wish to withdraw from the contract.
2. Returning Goods After Withdrawal
After notifying us that you wish to withdraw, you must send the goods back without undue delay and no later than 14 days from the day on which you informed us of your withdrawal.
Returns should be sent to:
SoloDallas Europe
Koffiestraat 36
8490 Jabbeke
Belgium
You are responsible for the direct cost of returning the goods, unless we have agreed otherwise or the goods are defective, damaged, or incorrectly supplied.
We recommend using a trackable shipping service and keeping proof of postage. For higher-value items, we recommend using shipping insurance. We cannot be responsible for returned goods that are lost or damaged in transit.
3. Condition of Returned Goods
You may inspect the goods as you would normally be allowed to do in a shop.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Please return items complete, with all accessories, manuals, and original packaging where reasonably possible. Failure to return original packaging will not automatically invalidate your withdrawal right, but we may reduce the refund if the item has lost value because of damage, missing parts, excessive handling, or incomplete return.
4. Refunds for EU Withdrawal Returns
If you validly exercise your EU right of withdrawal, we will refund the payments we received from you for the returned goods, including the cost of our standard delivery option where applicable.
We are not required to refund any additional delivery costs if you chose a more expensive delivery method than our least expensive standard delivery option.
We will issue the refund using the same payment method you used for the original transaction, unless expressly agreed otherwise.
We may withhold the refund until we have received the goods back or until you have provided proof that you have sent the goods back, whichever occurs first.
Once the return has been received and inspected, approved refunds are normally processed within 3 working days. Depending on your payment provider or bank, it may take additional time before the refund appears in your account.
5. Non-Returnable and Exempt Items
The right of withdrawal does not apply to certain items, including goods made to the consumer’s specifications or clearly personalised.
This includes, for example, custom-ordered or made-to-order items such as hand-wound guitar pickups, custom amplifiers, or other products individually made or configured to your specifications.
These items cannot be cancelled, returned, or refunded simply because you changed your mind, unless they are defective, damaged, incorrectly supplied, or unless we have agreed otherwise in writing.
6. Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged, or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue, and photographs or video where helpful.
If the item is defective, damaged, or incorrectly supplied, we will assess the issue and offer the appropriate remedy in accordance with applicable law. This may include repair, replacement, refund, or another suitable solution.
For defective, damaged, or incorrectly supplied goods, we will cover the reasonable cost of return shipping where required by law.
7. Exchanges
We only replace items if they are defective, damaged, or incorrectly supplied, or where we have expressly agreed to an exchange.
If you need to request an exchange, please contact us at:
Please do not send items back without first contacting us or submitting a return/withdrawal request.
8. Gifts
If the item was marked as a gift when purchased and shipped directly to you, we may issue a gift credit for the value of the approved return once the returned item has been received and inspected.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves before giving it to you, the refund will be issued to the original purchaser using the original payment method.
9. Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank, as there may be processing time before the refund appears.
If you have done all of this and still have not received your refund, please contact us at: