Exchange & Refund Policy - Handmade By Heroes

Exchange & Refund Policy

RETURNS & EXCHANGE

We want our customers to be happy, so we will do our best to ensure that you are pleased with your order. If you receive your order and are dissatisfied with the merchandise because it is defective, the wrong size, or damaged, you may return the item(s) within 30 business days of receipt.

IMPORTANT: We do not offer Refunds or Exchanges for 'select your own color' bracelets and key chains if the look turned out to be different from what you imagined when you selected the colors.

Please include the following information with your return:

Your Order Number
Your Order Name
Your Shipping Address
Your Item Size
Reason for Return

If the item(s) you are returning are the wrong size, please include $4 (plus $1 for every additional bracelet/keychain/watch) for the return postage fee ($10 USD if you're sending back from Canada OR anywhere else and plus $1 for every additional item) in the form of cash or check made out to Made By Heroes LLC

Please note, if the product is returned multiple times due to incorrect sizing, we reserve the right to request a remake fee be paid before the bracelet is re-made again. Upon receipt of your return, we will inspect the bracelet before replacing them. If the item is deemed unfit for re-sale due to inflicted damages, we reserve the right to not send a replacement until a remake fee is paid. 

Officially Licensed Paracord Bracelet ($24.99) – remake fee $12.49
Standard Bracelet ($19.99) – remake fee $9.99
Key Chain ($17.99) – remake fee $8.99

We reserve the right to not send a replacement until the remake fee is paid.
For details about our remake fee click here. 

Please send the item(s) back via USPS with tracking number.

If you would like to return the item due to a manufacturing defect or error on our part, you do not need to include payment for shipping. 

Upon receipt of your return, we will inspect the item(s) before replacing them. If the item(s) are deemed unfit for re-sale due to inflicted damages, we reserve the right to not send a replacement until payment is made.

Once your package is ready to be sent, please address it to:

Returns
Attn: Felicia White 
5076 List Drive

Colorado Springs, CO 80919 

If you have any questions, you may contact us by email or call us at 719-212-8889 (Our phone line is open from 10AM to 3PM MST Mondays-Fridays)

Note: This policy is in effect from July 4th 2015 onwards.

REFUND

If for any reason you need to have an order cancelled immediately after placing the order, please email us at support@handmadebyheroes.com.

You may request for faulty or damaged item/s to be refunded. Please return the item (in its original packaging) within 10 business days from delivery of the item/s. Your refund will be processed once we confirm receipt of your returned item.

We do not offer refund on items which you have already received but change your mind about.

Shipping costs are non-refundable.

We will not be able to refund, reimburse or resend items that are lost or stolen in the mail. 

If you are approved for refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please note, refunds to credit cards can take up to 30 days to appear on your statement.

Fraud

Our payment processor has a security system in place which checks for fraud. If an order is flagged by the system as possibly fraudulent, Handmade By Heroes reserves the right to cancel and refund in full an order with or without any further explanation. 

If you think we have cancelled your order by mistake, please feel free to contact us. 

Late Or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@handmadebyheroes.com.

Lifetime Guarantee 
Your Handmade By Heroes product is hand-crafted to meet your complete satisfaction and we will make every effort to repair/replace all products purchased from us. For details on our manufacturer's Warranty return please click here. 

Sizing Guide

Watch Our Video Guide Here:

SIZING GUIDE FOR VELCRO CLASP

GUIDE TO MEASURING YOUR WRIST FOR BRACELETS (Metal/Plastic Clasps)

SIZING GUIDE FOR WATCHES