Refund / Cancellation Policy

Pre-order Deposit Cancellation Fees

Depending upon a product’s edition, pre-order deposits can be made up in two parts as follows: 

1. Non-refundable Deposit (NRD) – refers to the portion of the deposit covering the product cost.
2. Additional Deposit – refers to the portion of the deposit paid for a Signature Edition, which is refundable.

For example:

Limited Edition 1:6 Scale Figure pre-order deposit £15.00:

• Cancellation fee £15.00 (NRD)

Signature Edition 1:6 Scale Figure pre-order deposit £30.00:

• Cancellation fee £30.00 – £15.00 (additional deposit) = £15.00 (NRD)

Cancellation fees for pre-order products are broken down as follows:

Deposit + Balance

Up to 14 days: 

• Customer receives full refund

14+ days: 

• Non-refundable deposit portion

Payment Plan

Up to 14 days: 

• Customer receives full refund

14+ days: 

• Non-refundable deposit portion
• If the item does not have a non-refundable deposit – £10.00 administration fee per instalment paid

Full Payment

Up to 14 days: 

• Customer receives full refund

14+ days: 

• Non-refundable deposit portion

You will receive a full refund if we cancel or are unable to fulfil your pre-order.

If you have placed a pre-order, you will receive an email notification approximately 14 to 21 days prior to stock arriving in our warehouse. The balance of the price for the pre-ordered item will be charged to your credit card or other payment account once the item has come into stock. The final payment will include all applicable shipping charges and taxes.

It is your responsibility to inform BIG Chief Studios of any changes or adjustments to your billing and shipping details between the date of pre-order and shipment. If we receive any billing or shipping errors while attempting to complete your order, we will attempt to contact you via email and/or phone to update all appropriate records and complete the order. You will then have 10 days from the date we contact you to provide alternative information to complete your order. If we are unable to contact you within 7 days after we become aware of a billing or shipping error or you do not adequately update your records within 10 days after we contact you, or if you state your intention not to take delivery of the item, the pre-order will be cancelled and the deposit will be retained by us.

Shipping dates are only an estimate and are subject to change without notice. All updates regarding shipping dates will be sent via email and posted on our official website. BIG Chief Studios limited 30 day warranty starts when an item is delivered to you. Pre-orders are non-transferable and may be cancelled by us at any time and for any reason, without notice.

Payment Plan Cancellation Fees

Due to the increased administrative costs of the Payment Plan option, BIG Chief will charge customers a cancellation fee when an order is cancelled by the customer, or by BIG Chief if your credit card is declined, or your billing and shipping information is incomplete.

Cancellation fees are not applicable until after the first payment installment has been charged.

Cancellation fees for Payment Planss are broken down as follows:

Up to 14 days: 

• Customer receives full refund

14+ days:

• Non-refundable deposit portion
• If the item does not have a non-refundable deposit – £10.00 administration fee per instalment paid

The cancellation fee will be deducted from the customer’s credit card refund.

By selecting the Payment Plan option when placing your order, you will be agreeing to pay any applicable cancellation fee(s). This is clearly noted on the item’s ordering page as well as during checkout. We strongly suggest that you read the terms before agreeing to the contract. Credit card companies submitting charge back disputes on behalf of a Payment Plan customer, will be given a copy of the legal agreement that they entered into, resulting in a dismissal of the dispute. Any accounts that have submitted charge backs will be temporarily disabled, in order to avoid further billing and shipping issues, while charge disputes are being resolved.

Pre-order Items that have come into stock Cancellation Fees

All pre-orders must be fulfilled and any outstanding balance due paid in full within 90 days of the item being received in our warehouse. We are unable to retain products in our warehouse for customers past the 90 day period. Failure to fulfil your order will result in the cancellation of your pre-ordered item. 

Cancellation fees for pre-order items that have come into stock for more than 90 days are broken down as follows:

Deposit + Balance

• Non-refundable deposit portion + £10.00 administration fee

Payment Plan

• Non-refundable deposit portion + £10.00 administration fee per instalment paid

Full Payment

• Non-refundable deposit portion + £10.00 administration fee

In-stock Order Cancellation Fees

If you have placed an order for an in-stock item and wish to cancel it, then you must email us or call +44 (0)845 805 5777. In-stock items usually ship out within 48 hours of placing your order, therefore your item may already be on its way to you.

If you do not contact us in time and your order ships, then you will be responsible for any and all shipping fees or package return fees.