Refund policy

Return and Refund Policy

At Hartwell Publishing Company, LLC and StoryLight, each product is created with intention and made especially for you. Most of our books, artwork, gifts, and home products are produced on demand after your order is placed. Because these items are made to order, we do not accept returns or exchanges for buyer’s remorse, incorrect size selection, color preference, or a change of mind.

We will, however, make things right when an order arrives damaged, defective, misprinted, incomplete, or incorrect.

Damaged, defective, misprinted, or incorrect items

Please contact us within 30 days of delivery if your item arrives damaged, defective, misprinted, or different from what you ordered.

Email us at hhartwell@hartwellpublishing.net and include:

• Your full name
• Your order number
• A brief description of the problem
• Clear photographs of the item and the shipping packaging
• A photograph of the shipping label, when available

After reviewing the issue, we may provide a replacement, reprint, refund, or another appropriate resolution. You generally will not need to return a damaged or defective print-on-demand item unless we specifically instruct you to do so.

Books and devotionals

Our books and devotionals are printed individually through Lulu Direct. Lulu Direct does not accept ordinary returns because each book is printed on demand. If a book arrives damaged, defective, incorrectly packaged, or does not arrive, please contact us promptly so we can investigate and request an eligible replacement.

Incorrect address or delivery information

Customers are responsible for entering a complete and accurate shipping address at checkout.

Please contact us immediately if you discover an address error. We will attempt to correct the address when possible, but changes cannot be guaranteed once production or fulfillment has begun.

Orders that are lost, returned, delayed, or delivered incorrectly because the customer provided an incomplete or inaccurate address may not qualify for a free replacement or refund.

Order changes and cancellations

Because production can begin shortly after an order is placed, order changes and cancellations are not guaranteed.

Please contact us immediately after ordering if you need assistance. If production has not begun and the fulfillment partner permits cancellation, we will make every reasonable effort to help. Once an order has entered production, it generally cannot be canceled or changed.

Personalized and custom items

Personalized, customized, and made-to-order products are final sale except when they arrive damaged, defective, misprinted, or incorrect due to a production error.

Please carefully review names, dates, wording, sizes, colors, and other personalization details before submitting your order. We are not responsible for errors contained in information approved or submitted by the customer.

Lost or missing packages

If tracking shows that your order has not arrived, please contact us so we can review the shipment with the fulfillment provider or carrier.

Before contacting us, please:

• Confirm the shipping address on your order
• Check around the delivery location
• Ask household members or neighbors
• Contact the carrier when tracking shows “delivered”

Eligibility for a replacement or refund depends on the circumstances, tracking information, address accuracy, carrier findings, and the fulfillment provider’s policies.

Refunds

Approved refunds are issued to the original payment method. Processing time after approval varies by the customer’s bank or payment provider.

Original shipping charges are generally non-refundable unless the refund results from a verified production error, damaged item, incorrect item, or other issue for which StoryLight Home accepts responsibility.

Items that cannot be returned

The following are not eligible for ordinary returns or exchanges:

• Print-on-demand products
• Books and devotionals
• Personalized or customized products
• Gift cards
• Items purchased because the customer selected the wrong size, color, format, or design
• Items showing ordinary wear, misuse, or damage occurring after delivery
• Items reported outside the applicable reporting period

Contact us

For questions or concerns regarding an order, contact:

StoryLight Home
Hartwell Publishing, LLC
Email: hhartwell@hartwellpublishing.net
Response time: We generally respond within 1–2 business days.

Please do not mail an item to any address without first receiving written return instructions from us. Products are fulfilled by multiple production partners, and unauthorized returns may not be received or credited.