Refund policy

Made to order 

Every RIGID mouse is manufactured individually to the specification you choose — your model, and your colour combination across each part. We do not hold finished stock, and each order is printed, painted and assembled only after it is placed.

Your right to cancel

Under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, the standard 14-day right to cancel a distance purchase does not apply to goods that are made to a consumer's specifications or are clearly personalised.

Because every RIGID mouse is built to your chosen configuration, orders cannot be cancelled or returned once production has begun, except where the item is faulty, damaged or not what you ordered.

Changing or cancelling before production

If you need to change or cancel an order, email orders@rigidmice.com as soon as possible. If we have not yet begun production, we will do our best to accommodate you. Once production has started we cannot cancel the order.

Faulty, damaged or incorrect items

This policy does not affect your statutory rights. If your mouse arrives faulty, damaged in transit, or does not match the configuration you ordered, you are entitled to a repair, replacement or refund.

Contact orders@rigidmice.com within 30 days of delivery with:

your order number
a description of the problem
clear photographs showing the issue

We will respond within 3 business days. If a return is required we will cover return postage and send you the return address along with instructions. Please do not send anything back before contacting us — items returned without prior agreement cannot be accepted.

Approved refunds are issued to the original payment method within 14 days of us receiving the item or agreeing the resolution. Depending on your bank, it may take a few additional days to appear on your statement.

Contact

orders@rigidmice.com