Returns, Defects & Satisfaction Guarantee — Big Dog Media Solutions

30-day return window. 

Big Dog and Alpine 30-day satisfaction guarantee on consultation-backed first orders. Defect claim process. Contact us before any return.

This policy is written to give Big Dog and the customer a fair process — a way to verify the issue, work through the cause, and find the right resolution. **Contact us before any return** so we can review the issue, verify the material, and walk through it with you.

Call 303-759-5129 or email info@bigdogmediasolutions.com.

Return Window

30 days from receipt.

 Returns must be authorized in advance — no unauthorized returns.

Customer Order Errors (wrong product ordered, change of mind, no-longer-needed)

- A **25% restocking fee** applies. This covers our packaging and warehouse handling.
- The material must arrive back **intact and in good condition.**
- **No refund or credit is issued** until the material is received and inspected.
- **Shipping is not refundable** on customer-error returns.

Product Defect Claims

When a material does not perform the way it should, we need documentation to verify the issue and work the claim with the manufacturer.

What helps us move a claim forward:

- Physical samples of the affected material
- Photos of the defect
- The lot number(s) from the roll core or packaging
- Order information and date received
- The printer and ink configuration the material was run on
- The application (indoor, outdoor, laminate, mount, etc.)
- Any other documentation that helps establish the cause

How the claim resolves:

- Refunds or credits are issued after the material is returned to Big Dog or after Big Dog authorizes the customer to scrap the affected material.
- Big Dog does not front replacement material for free during a claim.
- If replacement material is needed before the claim is resolved, it is invoiced and notated. If the claim is later justified, credit is tendered.

 

30-Day Satisfaction Guarantee — Big Dog and Alpine Products

A guarantee that is meant to do something real, so the terms are specific.

- Applies only to Big Dog and Alpine product lines. Does not apply to outside vendor brands (Hahnemühle, Epson, Canon, HP, Sihl, Innova, etc.).
- Applies only to the first order of a product — the trial run.
- Tied to Big Dog's consultation process. The guarantee exists to back up the recommendations we make when we have helped match a product to your printer, inkset, application, and intended use.
- Does not apply to self-selected web orders where the customer picked the product on their own and later has compatibility issues that we did not consult on. If you are not sure a product is right for your shop, call before you order so the guarantee can apply.
- Customers must contact Big Dog before returning anything under the guarantee.
- Shipping is excluded from the satisfaction guarantee.

The guarantee does not cover:

- Abuse or misuse of the material
- Fully used rolls
- Use on the wrong printer or wrong inkset
- User error
- Compatibility issues outside what was discussed in the consultation
- Ink costs
- Labor costs
- Lost production time
- Other associated costs

In general, only the value of the consumable material itself is eligible for credit, refund, or replacement under any of the above terms.

If you have an issue with a recent order, call 303-759-5129 — most of the time the fix is faster than the policy makes it sound.