Short version: if the product is wrong, we fix it free. If you simply changed your mind, we can’t take it back — because it was printed for you and there is nothing to put back on a shelf.
Always covered — free replacement or full refund
You are never stuck with a product that arrived wrong. If any of these happen we replace it or refund you in full, and you never pay return shipping and you never have to post anything back:
- It arrived damaged — creased, torn, crushed in transit.
- It was misprinted — wrong colours, off-centre, blurred, streaked, visible print defects.
- It is faulty — edges fraying out of the box, backing peeling, stitching coming away.
- You received the wrong item or the wrong size — our mistake, our cost.
- It never arrived — tracking stalled or the parcel was lost on the way to you.
That is our print guarantee. It is the only promise on this page, which is exactly why we keep it properly.
How to claim — three steps, about two minutes
- Email support@mousepady.com within 30 days of delivery.
- Include your order number and a photo of the problem. A phone photo in normal light is fine.
- We reply within one business day. Once confirmed, your replacement goes straight into production, or we refund your original payment method.
Keep the item. We do not ask you to ship anything back — it would cost more than the reprint.
What we cannot take back
We do not accept change-of-mind returns or exchanges. Specifically:
- You decided you don’t like the design after seeing it in your room.
- You ordered a size that turned out to be too big or too small for your desk.
- You ordered the wrong design, colour or finish by mistake.
- Normal wear after use, or damage from cleaning it the wrong way.
Why: nothing here exists until you order it. Your mat is printed, cut, hemmed and packed for your order alone. A returned item can’t go back into stock and can’t be sold to anyone else — so a change-of-mind policy would mean pricing every product higher for everyone to cover it. We would rather keep the price honest and help you order the right thing the first time.
So let’s get the size right first time
Sizing is the one thing people get wrong, so we made it hard to get wrong:
- Measure your desk width before you buy. It takes fifteen seconds.
- Read the size guide — real measurements, and which size suits which desk.
- Still unsure? Email us your desk width and what sits on it, and we’ll tell you which one to get. We would far rather answer that email than process a complaint.
Cancellations and address changes
Email us as soon as you can. If your order has not entered production we will cancel or amend it and refund in full. Once printing has started the item physically exists and can’t be un-printed, so we can no longer cancel it.
If you spot a typo in your shipping address, tell us immediately. Before dispatch we fix it free. After dispatch, a parcel returned to sender by the carrier can be reshipped once you cover the reshipping cost.
Refund timing
Approved refunds go back to the original payment method. Your bank usually posts it within 5–10 business days. We email you the moment we issue it.
Shoppers in the EU and the UK
Consumer law in the EU and the UK gives you a statutory right to cancel most distance purchases within 14 days of delivery, and that right sits above anything written on this page. We honour it. If you are ordering from the EU or the UK and want to exercise it, email support@mousepady.com within 14 days of delivery and we will confirm how to return the item. It must come back unused and in original condition, and return postage is yours to pay. Your statutory rights over faulty or misdescribed goods are always in addition to our print guarantee above.
Questions before you buy
Ask. support@mousepady.com — a real person replies, usually the same day. No question is too small; a two-line email now beats a disappointing parcel later.
MousePady is operated by Getilix LLC, 1309 Coffeen Avenue STE 1200, Sheridan, WY 82801, USA. This policy applies to orders placed at mousepady.com and was last updated on 20 September 2026.