Return & Replacement Policy

 

 

Return & Replacement Policy

At Hero Medallions, we take pride in crafting beautiful, long-lasting bronze medallions designed to honor the heroes in your life. Our promise is simple: treat every customer like a hero and make things right—quickly, fairly, and with excellence.

Please review our return, replacement, and exchange guidelines below.

Free Replacements (Our Mistake or Damage)

We will replace your medallion free of charge if:

  • The wrong item was sent

  • There is a manufacturing defect

  • The item arrived damaged

  • Custom engraving or text contains an error made by our team

To Receive a Free Replacement:
Please notify us within 30 days of delivery and include a photo of the issue. Once verified, we will remake and ship your replacement promptly.

If You Ordered the Wrong Item

If the wrong size, style, or medallion was ordered, we offer an exchange within 30 days of delivery.

Requirements:

  • Medallion must be unused, unmounted, and in resellable condition

  • Customer pays return shipping

  • We cover shipping the exchanged item back to you

This ensures fairness and keeps your total cost low.

General Returns (Change of Mind)

Because our medallions are produced in small batches with custom finishing, we do not offer refunds for “change of mind.” However, we are committed to excellent customer service.

We offer:

  • Store credit for returns made within 30 days,

  • Provided the item is in new, undamaged, and resellable condition.

Custom & Personalized Medallions

Custom-made medallions are uniquely created for each customer and are non-returnable and non-refundable.

They may be replaced only in cases of:

  • Production errors

  • Damage during shipping

  • Defects in manufacturing

These will be replaced at no cost to you.

Shipping Damage Claims

If an item arrives damaged:

  • Notify us within 7 days

  • Include a clear photo of the damage and packaging

  • A replacement will be shipped immediately at no charge

Lost or Missing Packages

If tracking shows no movement for 7 business days, or the carrier confirms the package lost, we will ship a free replacement after verification.

Acts of God, Environmental Exposure & Cemetery Conditions

Hero Medallions are crafted from durable, high-quality bronze and built to last for generations. However, certain environmental conditions and external factors can damage a medallion over time. These types of damage are not covered under our free replacement policy, but we will always work with you to find a fair and reasonable solution.

This includes, but is not limited to:

Environmental & Natural Conditions

  • Severe weather

  • Flooding, earthquakes, storms, high winds

  • Acid rain (still present in some regions)

  • Long-term sun exposure leading to natural patina

  • Soil conditions that may cause discoloration

  • Hard water stains (we have no control of the water purity or minerals in the water of any cemetery)

  • Oxidation or pitting caused by minerals, salts, chemicals, fertilizers, sprays or excessive moisture

  • Tree sap, bird droppings, and biological staining

Chemical Exposure

  • Cemetery fertilizers

  • Weed killers / herbicides

  • Pesticides

  • Grass or soil treatments

  • Chemical runoff

  • Cleaning agents not approved for bronze

Cemetery Maintenance & Groundskeeping Equipment

  • Scratches or dents from lawnmowers

  • Weed trimmers (“string trimmers”) impact damage

  • Blowers kicking debris or rocks

  • Maintenance vehicles or carts

  • Accidental dislodging during landscaping

  • Pressure washing

  • Sprinkler system overspray or mineral deposits

Other External Factors

  • Theft or attempted theft

  • Vandalism

  • Impact from falling branches or headstones shifting

  • Unauthorized removal or relocation

  • Damage caused by cemetery staff, visitors, or maintenance contractors

If damage occurs from any of the above, we cannot offer a free replacement. However:

We will always offer discounted replacements and personalized assistance to help restore the display of your loved one’s memorial.

Our goal is to treat you with fairness and compassion while protecting the integrity of our small business.

Sun & Weather Exposure

  • Natural darkening or patina development from sunlight and UV exposure

  • Fading of color bands over long periods in direct sunlight

  • Heat expansion or contraction that may affect surface coatings over time

Normal Weathering Standards

  • Bronze naturally develops a deeper tone or patina in sunlight over time

  • Color accents may gradually lighten or fade due to long-term UV exposure

  • Extreme heat and/or sunlight may cause natural changes in finish or coating

Lifetime Quality Guarantee

Our medallions are built to last for generations.

If your medallion ever fails due to a manufacturing defect, we will replace it within 30 day of purchase at no charge. Normal wear, accidental damage, misuse or acts of God, Man or nature are not covered.

Our Customer Service Promise

We are a small American company built on honoring heroes and treating people right. If you ever have an issue with your order:

Reach out. We will work with you to make it right.
Friendly, fair, and fast service is our commitment to you.