Return & Replacement Policy
Last updated: 11-16-2025
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, Damage in Transit, or Defect)
We will replace your medallion free of charge if:
- The wrong item was sent
- There is a manufacturing defect
- The item arrived damaged
To Receive a Free Replacement:
Please notify us within 30 days of delivery and include a clear photo of the issue. Once verified, we will refill and ship your replacement promptly.
Return of the original item: In some cases, we may require the medallion to be returned to us for inspection. If so, we will provide return postage. Customer must package the medallion securely to avoid damage or further damage during return shipping.
If You Ordered the Wrong Item
If the wrong size, style, or medallion was ordered, we offer an exchange within 30 days of delivery. *Custom orders do not apply.
Requirements:
- Medallion must arrive at Hero Medallions unused, unmounted, and in resellable condition
- Customer pays return shipping to Hero Medallions
- Customer pays exchange shipping from Hero Medallions
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, therefore:
-
Store credit for returns initiated within 30 days of delivery (item price paid minus shipping, tax, and fees)
- A 20% restocking fee is deducted from the store credit
- Item must be returned at customer expense
- Item must arrive new, undamaged, and resellable
Custom & Personalized Medallions
Custom-made medallions are uniquely created for each customer and are non-returnable and non-refundable.
Custom orders must be paid in full prior to production. Artwork approval is required and becomes the production standard.
Approved mockup standard: Claims based solely on design elements present in the approved mockup are not eligible for free replacement.
Acts of God, Environmental Exposure & Cemetery Conditions
Industry Standard Notice: Our replacement and restoration policy closely follows long-established practices in the monument and memorial industry. As with monuments, headstones, and bronze memorial plaques, we use the highest standards in production including UV resistant enamels and the exterior finish industry's best and most durable UV protective coatings to date however, once a piece has been installed or exposed to the elements, factors outside the manufacturer’s control cannot be warranted.
Hero Medallions do not carry a warranty against damage once installed or exposed to outdoor conditions, particularly when the cause of damage is beyond our control.
This includes, but is not limited to:
- Weather, flooding, storms, earthquakes, high winds
- Acid rain (still present in some regions)
- Sun exposure, UV fading, natural patina development
- Hard water stains, soil minerals, oxidation, pitting
- Pooling of materials on medallions installed on horizontal surfaces
- Fertilizers, weed killers, pesticides, chemical runoff
- Lawn equipment, pressure washing, sprinklers
- Theft, vandalism, falling branches, shifting stones, sand storms
- Damage caused by cemetery staff, visitors, or contractors
All of which can cause fading, color changes, chiping, water & chemical marks, petina darkening, just to name a few of the many possible outcomes.
LONG TERM ENVIRONMENT CARE
We recommend medallions exposed to the environment be waxed with a good rub on, let dry, buff out auto wax monthly, for the same protective treatment your car's finish would get.
While free replacement is not available for these situations, we will always offer discounted replacements and personal assistance to help restore the memorial.
Quality Guarantee
If your medallion fails due to a verified manufacturing defect reported within 30 days of delivery, it will be replaced at no charge.
Sole remedy: Replacement, exchange, or store credit is the exclusive remedy under this policy.
Our Customer Service Promise
Reach out. We will work with you to make it right.
Friendly, fair, and fast service is our commitment.
