Refund policy

Last updated: October 15, 2026

Every HeroMade piece is handcrafted by veterans. We want you to love what you receive. If something isn't right, here's how we make it right.

Standard items

You may return standard (non-personalized) items within 30 days of delivery. Items must be unused, in their original condition, and in their original packaging.

Personalized and custom items

Personalized, engraved, and custom-ordered items, including pet memorials, are made specifically for you. They are final sale and cannot be returned or exchanged unless they arrive damaged or defective, or we made an error in your order.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, email us at heromade2024@gmail.com within 7 days of delivery. Include your order number and photos of the item and packaging. We will send a replacement or issue a full refund, and HeroMade covers any return shipping.

How to start a return

Email heromade2024@gmail.com with your order number and the reason for your return. We will reply with return instructions. Items sent back without contacting us first will not be accepted.

Return shipping

For returns that are not due to damage, defect, or our error, the customer is responsible for return shipping costs. Original shipping charges are non-refundable. We recommend a trackable shipping service, as we cannot be responsible for items lost in return transit.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.