Refund policy

Every book and painting sold here is packed and posted by me, Lorina Stephens, from my home in Neustadt, Ontario. Because of that, I keep things simple.

Books and paintings are final sale. I do not accept returns or exchanges, and I cannot refund an order because you have changed your mind. Please check the format, size and framing on the product page before you buy. If you have a question about a book or a painting, email me at info@lorinastephens.com before ordering and I will gladly answer it.

EPUBs are not refundable. An EPUB is delivered as a download link, by email and on your order confirmation page, as soon as your payment goes through. Once the file has been made available to you it cannot be returned. If the download does not work, or the file will not open on your reader, email me and I will put it right.

If something arrives damaged or is wrong. Email me within 7 days of delivery at info@lorinastephens.com with your order number and a photograph of the item and its packaging. If a book arrives damaged, or I have sent the wrong item, I will replace it or refund it in full, at my cost. Paintings are original, one-of-a-kind works and cannot be replaced; if a painting is damaged in transit I will refund it in full once I have your photographs. Please keep the packaging until we have sorted it out, because the carrier may ask to see it.

If an order goes missing. Every parcel is sent with tracking. If the tracking shows no movement for 10 business days within Canada, or 30 business days to anywhere else, email me and I will open a trace with Canada Post and either resend the order or refund it.

Refunds go back to the card or account you paid with, usually within 5 to 10 business days of my approving them, and include the shipping you paid. Duties and import taxes collected at checkout for orders outside Canada are refunded with the order.

Questions about any of this: info@lorinastephens.com.