Eco Friendly Medals – Refund & Returns Policy
Last updated: 21/11/2025
At Eco Friendly Medals, we take great pride in producing high-quality, sustainable, and custom-made products. Because many of our items are personalised or made to order, our refund and return guidelines are designed to be fair while also reflecting the nature of bespoke production.
Custom & Made‑to‑Order Items
Most Eco Friendly Medals products are customised or made to order, meaning:
- We cannot accept returns for custom or personalised medals unless they arrive damaged or incorrect.
- This includes medals featuring custom text, logos, artwork, or shapes.
We encourage customers to review all proofs, artwork, and order details carefully before approval.
Eligibility for Refunds or Replacements
You may be eligible for a refund or replacement if:
- Your item arrives damaged, faulty, or significantly different from what you ordered.
- You received the wrong item.
In these cases, please contact us within 7 days of receiving your order.
To process your claim, we require:
- Your order number
- Photos of the damaged, faulty, or incorrect item
- A brief description of the issue
We will review your claim and provide a suitable resolution, which may include:
- A replacement item
- A partial refund
- A full refund (in rare cases where replacement is not possible)
Non-Returnable Items
We cannot accept returns or provide refunds for:
- Custom-made or personalised medals (unless damaged or incorrect)
- Items damaged through misuse or negligence
- Orders where the customer provided incorrect design details, spelling, or artwork
- Items returned without prior contact
Order Cancellations
Because items are made to order:
- Orders can only be cancelled within 24 hours of purchase.
- Once production has begun, we cannot guarantee a cancellation.
If you need to cancel, please contact us as soon as possible.
Incorrect or Incomplete Addresses
We cannot refund or replace orders shipped to an incorrectly provided address. If you realise your address is wrong, contact us immediately—before dispatch—so we can update it.
Return Shipping (If Applicable)
If we request that you return an item:
- We will provide instructions on how to send it back.
- For faulty/incorrect goods, return shipping costs will be covered by us.
- For any other situation (rare), return shipping is the responsibility of the customer.
Refund Processing Times
Once a refund is approved:
- Refunds are issued to the original payment method.
- Please allow 3–10 business days for the refund to appear, depending on your bank or payment provider.
Contact Us
If you have questions about refunds, returns, or need help with an order, please contact:
Eco Friendly Medals
Email: ecofriendlymedals@gmail.com
Phone: +44 07624 411735
Website: www.ecofriendlymedals.com
Thank you for supporting our eco-conscious business!
