Refund & Returns Policy

1. Overview

We want you to be delighted with your Marlow order. This policy explains your rights and our process for cancellations, returns, refunds, damaged items, and faulty goods. Nothing in this policy limits your statutory rights under UK consumer law.

2. Your right to cancel an online order

For most non-personalised goods purchased online, you may cancel your order without giving a reason within 14 days after the day you receive the goods. If an order contains multiple items delivered separately, the cancellation period begins after you receive the final item.

To cancel, email hello@marlow.com with your order number and a clear statement that you wish to cancel. After notifying us, you must return the goods within a further 14 days.

3. Return condition

You may inspect the goods as you would in a shop. Please return items complete, clean, unused beyond what is reasonably necessary to inspect them, and with any original tags, packaging, accessories, and gifts. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Personalised or made-to-order items

The right to cancel for change of mind may not apply to goods made to your specifications or clearly personalised. This exception will only be used where the item is genuinely customised for you. It does not affect your rights if the item is faulty, damaged, or not as described.

5. How to return an item

1. Email hello@marlow.com before sending anything back.
2. Include your order number, the item you wish to return, and the reason for return.
3. We will confirm the correct returns address and provide return instructions.
4. Use a tracked postal service and keep proof of postage until your refund is complete.

6. Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise. If the item is faulty, damaged on arrival, incorrect, or not as described, we will provide an appropriate remedy and reimburse reasonable return costs where required.

7. Refund timing and amount

We will issue any refund due without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever is earlier. Refunds will be made to the original payment method unless we agree otherwise.

Where the whole order is cancelled under your statutory cancellation right, we will refund the price paid and the cost of our least expensive standard outbound delivery method. Any additional amount paid for premium or express delivery is not refundable unless required by law.

8. Faulty, damaged, or incorrect items

Please contact hello@marlow.com as soon as reasonably possible with your order number and photographs where helpful. We will assess the issue and offer the remedy required by law, which may include repair, replacement, price reduction, or refund. Your statutory rights include the short-term right to reject qualifying faulty goods within 30 days.

9. Exchanges

The quickest way to obtain another item is usually to return the original item and place a new order. Where practical, we may arrange a direct exchange. Any price difference and delivery charge will be confirmed before the exchange is processed.

10. Order changes and cancellations before dispatch

If you need to change or cancel an order before dispatch, contact us immediately. We will try to help, but we cannot guarantee changes once an order has entered fulfilment or has been dispatched.