Returns & Refund Policy

• You have 30 days from delivery to return unused items in their original packaging, for any reason.
• Defective, damaged or wrong items are always our responsibility: we cover the return and send a replacement or a full refund.
• Atelier custom builds are made to order and can be returned only if they are defective or do not match the design you approved.
• Keyboard switch packs can be returned for a change of mind only while unopened. Opened packs and switch testers are covered if defective: we replace faulty switches. Details for switches.
• Mouse accessories that stick on — skates, dot skates, grip tape, grip sheets and skins — can be returned for a change of mind only while unopened, with every piece still on its backing. Opened sets are covered if defective. Details for mouse accessories.
• Refunds go back to your original payment method, through the processor that took the payment (Stripe), once we have inspected the return.
• Gift cards are final sale; the part of an order paid with one goes back on the card. Details for gift cards.

If an item isn’t right for you, you can return it within 30 days of delivery — the delivery date in the carrier’s tracking. To qualify, it must be:

• unused, and in the condition you received it;
• complete, with every accessory, cable, dongle and document listed under “In the box” on the product page;
• in its original packaging.

Opening the box and looking the item over does not count as use. Items that show use — worn or scuffed skates, applied grip tape, dirt, marks on a pad’s surface — can’t be accepted as change-of-mind returns.

Return shipping for a change-of-mind return is paid by you, and the original shipping charge is not refunded. Use a tracked service: we can only refund a return that reaches us.

If an item arrives damaged, doesn’t work, or isn’t what you ordered, that is on us. Within 30 days of delivery you choose between a replacement and a full refund, including the original shipping charge. After that, defects are handled under our Limited Warranty.

We pay for the return: we send a prepaid label, or reimburse the return postage we agree with you in advance. For some items a photo or video is enough and we won’t ask for the item back.

Atelier mice, keyboards and deskmats are made to your specification after you approve a mock-up, build sheet or print proof, so they can’t be returned for a change of mind. We take a custom build back, and repair, remake or refund it, if:

• it arrives damaged or defective; or
• it doesn’t match the design you approved — for example, a different colour, layout, finish or engraving.

Hand-painted and hydro-dipped finishes vary slightly from a digital mock-up; those small variations are part of a one-off piece, not a mismatch.

You can cancel a custom build for a full refund until production starts. Ask your build manager, who will confirm whether work has begun.

Switches are small parts that get pressed into sockets and pulled out again, so once they have left their tray we can’t tell a used switch from a new one or sell it as new. Switch packs and testers therefore follow these rules:

• Unopened packs — every switch still in its tray and none installed — can be returned for a change of mind within 30 days of delivery, like any other item.
• Opened packs can’t be returned for a change of mind. They can be returned if they are defective: we replace every switch with a manufacturing fault free of charge, or refund it if we can’t.
• Switch testers are final sale: they can’t be returned for a change of mind. A tester switch with a manufacturing fault is replaced like any other.

A manufacturing fault means a switch that doesn’t register, registers one press twice (chatter), sticks, or arrives with a bent pin, a cracked housing or a missing part. Tell us within 30 days of delivery and we replace it under this policy; after that, switches are covered by our Limited Warranty for 12 months from delivery. A photo or short video of the fault is usually enough — we rarely need the switch back, and replacements ship at our cost.

Pins bent and housings cracked while a switch is being installed or pulled are not manufacturing faults. If a switch won’t go in, or doesn’t register once installed, write to us before forcing it — it can usually be sorted out together.

Among our mouse accessories, skates, dot skates, grip tape, grip sheets and skins stick to a mouse and wear against a pad or a hand, so they are hygiene and consumable items: once a piece has been peeled from its backing, its adhesive is spent and we can’t sell it again. They follow these rules:

• Unopened sets can be returned for a change of mind within 30 days of delivery, like any other item. Unopened means every piece is still on its original backing sheet — nothing peeled, applied or cut — and the set is complete, with everything that came with it unused. Opening the outer pack to look inside doesn’t count, and a set cut for a mouse other than yours can be returned on the same terms while it is unopened.
• A set counts as opened once any piece has been peeled from its backing, applied or cut. Opened sets can’t be returned for a change of mind.
• Opened or not, a set with a manufacturing fault is always covered: we replace it free of charge, or refund it if we can’t.
• Our other accessories — cables, bungees, receiver docks and care kits — follow the change-of-mind rules above: unused, complete and in the original packaging (care kits with every wipe still sealed).

A manufacturing fault means a piece that arrives chipped, cracked, creased or torn; a set with pieces missing; a pre-cut set whose shape doesn’t match the mouse it is sold for, or that is cut for a mouse other than the one you ordered; a skin with a misprint; or adhesive that won’t hold on a surface cleaned as the product’s install steps describe. Tell us within 30 days of delivery and we put it right under this policy; after that, accessories are covered by our Limited Warranty for 12 months from delivery, and normal wear isn’t a fault. A photo is usually enough: we don’t need opened pieces back, and replacements ship at our cost.

Damage done while fitting or removing a piece isn’t a manufacturing fault — a skate bent by a pry tool, a skin stretched or torn while being repositioned, a glass skate chipped by a metal tool. If a piece doesn’t seem to fit, write to us before forcing it: it is usually a set for another mouse or a recess that needs one more clean, and it can be sorted out together.

• Gift cards are final sale: they can’t be returned or exchanged for cash, except where the law says otherwise.
• When an order paid with a gift card is refunded, the gift card part goes back on the card; anything paid by card goes back to that card.
• If a gift card email didn’t arrive or went to the wrong address, write to [email protected] with the order number — we send it again rather than refund it.

1. 01Email [email protected] within 30 days of delivery with your order number, the items you want to return and the reason. For a defect, add photos or a short video.
2. 02We reply with a return authorization and the address to send the item to. Please wait for it before you ship anything back, and don’t send returns to our registered office — it accepts legal mail only.
3. 03Pack the item in its original packaging inside a shipping box, send it with a tracked service and keep the tracking number.
4. 04We inspect the return when it arrives and email you the result.

Approved refunds are issued to the original payment method, through the processor that handled your payment — Stripe. We can’t refund to a different card, account or person.

We issue the refund as soon as the inspection is complete and email you when it is done. How long it takes to appear on your statement depends on your bank or card issuer.

Refunds are made in US dollars for the amount you paid. If your card is in another currency, any exchange-rate difference is set by your bank.

If an item comes back used, damaged or incomplete for a reason other than a defect, we may refund part of its price or send it back to you at your cost. We explain which, and why, before doing either.

The quickest way to switch to another colour or size is to place a new order for the item you want and return the original under this policy.

You can cancel an order for a full refund until it is handed to the carrier — email [email protected] with your order number as soon as possible. Once it has shipped, return it under this policy instead. Pre-orders can be cancelled for a full refund at any time before they ship.

Charged twice, or charged an amount different from your order total? Email us the date and amount. Duplicate and incorrect charges are refunded in full as soon as we have matched them to your order.

This policy adds to, and does not limit, the rights you have under the consumer protection laws of the place where you live. Where those laws give you more — a longer withdrawal period, for example — they apply. Disputes are handled as described in our Security & Dispute Resolution Policy.

Write to us before sending anything back — we reply with everything you need.