Refund policy

1.1   Every project is designed and made for you, to your approved design kit and pre-production sample. Because the goods are custom-made, they cannot be returned, exchanged or refunded for change of mind.

1.2   This policy sits alongside our Terms of Service and your signed Sales & Manufacturing Agreement (the “Contract”). If they differ, the Contract prevails.

1.3   Nothing in this policy limits your rights under Singapore law, including the Consumer Protection (Fair Trading) Act and the Sale of Goods Act, where they apply.

2.1   The design fee (SGD 1,500 per design) is paid before design work starts, and the sample fee (SGD 480 per design) before sampling starts. Once that work has started, the fee is not refundable.

2.2   If you go on to manufacture with us and a design is ordered at 3,000 pieces or more, all colours and sizes of that design counted together, its design and sample fees are deducted from your production total before the 50% deposit and 50% balance are calculated. Below 3,000 pieces of a design, its fees are not refundable. Credits have no cash value.

2.3   Extra design rounds (SGD 300 each) and additional samples beyond the three included rounds (SGD 150 each) are not refundable and are never credited.

2.4   If we are unable to start design or sampling work you have paid for, for a reason within our control, we refund that fee in full.

3.1   You may cancel a signed Contract by written notice to hello@whitemouse.sg.

3.2   What you pay depends on how far the order has gone: before we have contracted the factory — any costs already incurred, with the rest of your deposit refunded (design and sample fees are covered by section 2); after the factory is contracted but before bulk cutting starts — the full deposit, plus any further costs already committed with the factory; after bulk cutting has started — the full contract value.

3.3   We confirm the amount due, or to be refunded, in writing when we receive your notice.

4.1   Please inspect the goods on arrival. Report visible defects or shortages in writing, with photographs and your contract reference, within seven (7) days of arrival, and latent defects within thirty (30) days.

4.2   For a valid claim we will, at our option, repair or replace the affected units, credit them, or refund the price paid for them.

4.3   Goods that match the approved pre-production sample within the tolerances in our Terms of Service are not defective. Delivered quantities may vary by ±3% per line; the balance invoice is adjusted to the quantity actually shipped.

4.4   This policy does not cover misuse, normal wear and tear, washing or care that does not follow the care label, alterations made after delivery, or natural variation inherent in the fabric or process.

4.5   A claim does not entitle you to withhold payment of any invoice.

5.1   An optional inspection by an accredited firm (SGS, Bureau Veritas, Intertek or TÜV) costs SGD 700–1,400, depending on the firm. The fee is confirmed and paid before booking, is not refundable once the inspection is booked, and is not credited against your order.

6.1   Refunds are paid by bank transfer, in the currency of the Contract, to the account the payment came from.

6.2   White Mouse Studio is not GST-registered, so no GST is charged or refunded.

7.1   For a cancellation, claim or any question about this policy, email hello@whitemouse.sg with your contract reference.

 

White Mouse Studio Pte. Ltd. · UEN 202218964R · 20 Collyer Quay, #09-01, Singapore 049319 ·hello@whitemouse.sg · +65 8903 2163 · Version 3, 3 October 2026