Return & Refund Policy

Last Updated: October 18, 2026

At Big Fat Red Dog LLC, we want you to be satisfied with your purchase. We take care to provide quality scale-modeling products and supplies and to ensure that orders are fulfilled accurately.

If you need to return an item or report a problem with your order, please review the following policy.

1. Return Eligibility

We accept returns of eligible merchandise within 14 calendar days of delivery.

To qualify for a return:

• You must request a return within 14 calendar days after delivery.

• The item must be unused, unopened, complete, and in its original, resalable condition.

• All original packaging, components, accessories, and instructions must be included.

• You must provide your order number or proof of purchase.

• You must obtain a Return Merchandise Authorization (RMA) before returning merchandise.

Authorized returns must be shipped within 14 calendar days after the RMA is issued.

These conditions apply to discretionary returns and do not limit any rights or remedies available under applicable law.

2. Return Merchandise Authorization (RMA)

All returns require prior authorization.

To request an RMA, email store@bigfatreddog.com with:

• Your order number

• The product name or SKU

• The reason for the return

• Photographs, if the product is damaged, defective, or incorrect

If your return is approved, we will provide an RMA number, the appropriate return shipping address, and shipping instructions.

Please do not ship merchandise without an RMA number.

Unauthorized returns may be delayed or refused, subject to applicable law.

The return shipping address is provided exclusively through the RMA process. Do not ship merchandise to the manufacturer, distributor, or any other address unless specifically instructed.

3. Product Return Conditions

Due to the specialized nature of scale-modeling products, the following conditions apply to discretionary returns.

Model Kits

Model kits must be unassembled, unpainted, unused, and complete, including all original parts, sprues, decals, instructions, and accessories.

Assembled, modified, painted, or partially used kits are not eligible for discretionary returns.

Paints, Primers, Thinners, Adhesives, and Chemicals

These products must be unused and factory sealed.

Opened containers, broken seals, or products showing signs of use are not eligible for discretionary returns.

Certain products may be subject to shipping restrictions because of their chemical composition or hazardous-material classification.

Tools and Equipment

Tools and equipment must be unused, complete, and returned with all included accessories and original packaging.

Used, modified, or damaged tools are not eligible for discretionary returns unless the return concerns a qualifying defect or other issue covered by applicable law.

Decals, Resin Parts, Photo-Etched Parts, and Accessories

These products must be unused, unmodified, and complete.

Items that have been cut, trimmed, painted, installed, or otherwise modified are not eligible for discretionary returns.

4. Damaged, Defective, Missing, or Incorrect Merchandise

Please inspect your order upon delivery.

If an item arrives damaged, defective, incomplete, or incorrect, contact us at store@bigfatreddog.com as soon as reasonably possible.

We recommend reporting shipping damage or order discrepancies within 7 calendar days of delivery to help us investigate and resolve the issue promptly.

This recommended reporting period does not eliminate any rights or remedies available under applicable law.

Please provide your order number, a description of the issue, and photographs when reasonably available.

Depending on the circumstances and product availability, we may offer:

• A replacement product

• Replacement components, where available

• A refund to the original payment method

• Another mutually agreed resolution

If we require a return because of a qualifying defect, shipping damage, or an error on our part, we will provide a prepaid return label or otherwise cover reasonable authorized return shipping costs.

For products that cannot safely or legally be returned through ordinary shipping services, we will provide alternative instructions.

5. Non-Returnable Merchandise

The following items are generally not eligible for discretionary returns:

• Opened or used paints, adhesives, primers, thinners, and other chemical products

• Assembled, painted, modified, or partially used model kits

• Used or modified tools and equipment

• Cut, installed, modified, or used decals, resin parts, and photo-etched components

• Gift cards

• Products clearly identified as Final Sale before purchase

• Special-order or custom-made products clearly identified as non-returnable before purchase

Products sold at a promotional discount are not automatically considered Final Sale unless specifically designated as such before purchase.

These exclusions do not override applicable legal rights concerning defective, damaged, misrepresented, or incorrectly supplied merchandise.

6. Return Shipping Costs

Customer-Requested Returns

Customers are responsible for return shipping costs when returning merchandise because of a change of mind, an incorrect product ordered, or another reason unrelated to our error.

Original shipping charges are non-refundable for discretionary returns, except where required by applicable law.

We recommend using a trackable shipping service and retaining proof of shipment.

We are not responsible for return packages lost or damaged in transit when customers independently arrange return shipping, except where applicable law requires otherwise.

Damaged, Defective, or Incorrect Merchandise

If we authorize a return because of a qualifying defect, shipping damage, or an error on our part, Big Fat Red Dog LLC will cover reasonable authorized return shipping costs.

We will not deduct return shipping charges from a refund if the customer has already paid those charges directly to the carrier.

7. Refunds

Once returned merchandise is received, we will inspect it to verify compliance with the applicable return conditions.

We will notify you by email whether your refund has been approved or denied.

Approved refunds will generally be issued to the original payment method within 5 business days after inspection is completed.

Your bank or payment provider may require additional time to process and post the credit.

For approved discretionary returns, refunds cover the purchase price of eligible returned merchandise, less any lawful, previously disclosed deductions.

Original shipping charges are not refunded for discretionary returns, except where required by law.

For qualifying defective, damaged, or incorrect merchandise, we will provide an appropriate refund or other remedy, including applicable shipping charges when required by law.

8. Partial Refunds

Partial refunds may be offered in certain circumstances, including:

• When a customer agrees to keep an item with a minor cosmetic defect

• When replacement components or another partial resolution are mutually agreed upon

• When a lawful, previously disclosed adjustment applies to an authorized discretionary return

Any proposed partial refund will be explained before processing.

We do not charge restocking fees.

9. Exchanges

We do not guarantee direct exchanges for customer-requested product changes.

If you would like a different product, please return the original eligible item through our RMA process and place a new order.

For defective, damaged, incomplete, or incorrect merchandise, we may offer a replacement or exchange, subject to availability and applicable law.

All exchanges require prior authorization.

10. Order Cancellations

If you need to cancel an order, contact store@bigfatreddog.com as soon as possible.

We will attempt to cancel the order before it enters fulfillment or ships.

Once an order has entered fulfillment or shipped, cancellation may no longer be possible.

If your order has already shipped, eligible merchandise may be returned under this policy.

Nothing in this section limits cancellation or refund rights provided by applicable law, including federal rules governing online merchandise orders.

11. Lost or Missing Deliveries

If your order is marked as delivered but you cannot locate the package, please contact us promptly at store@bigfatreddog.com.

We may ask you to verify the shipping address, check the delivery location, or provide information needed to investigate the shipment with the carrier.

We will review the circumstances and determine an appropriate resolution consistent with applicable law.

A carrier delivery confirmation does not automatically eliminate any rights you may have concerning merchandise that was not received.

12. United States Orders Only

Big Fat Red Dog LLC currently accepts orders for delivery within the United States and to US destinations supported at checkout.

We do not offer customer-initiated international returns.

Products manufactured or supplied outside the United States must not be returned directly to an overseas manufacturer or distributor unless expressly authorized.

Certain paints, aerosols, solvents, adhesives, and other regulated products may have special shipping or return restrictions.

We will provide appropriate instructions when such restrictions apply.

13. Late or Missing Refunds

If your refund has been approved and processed but has not appeared in your account:

1. Check your original payment account.

2. Contact your credit card company or payment provider.

3. Contact your bank, as processing times may vary.

4. If the refund still cannot be located, contact us at store@bigfatreddog.com with your order number.

We will assist you in verifying the status of your refund.

14. Contact Information

Big Fat Red Dog LLC

Email: store@bigfatreddog.com

For all return requests, exchanges, damaged merchandise, and refund inquiries, please contact us by email.

Return Shipping Address: Provided upon RMA approval.

Do not send merchandise to any address without receiving return authorization and shipping instructions.

15. Your Legal Rights

This policy governs our voluntary return program and does not limit or exclude rights or remedies that cannot lawfully be waived under applicable federal or state law.

If any provision conflicts with applicable law, the applicable legal requirement will control.

We may update this policy periodically. The version in effect when an order is placed will generally govern that order, subject to applicable law.