Terms of Service

1. About these terms

These Terms of Service govern your use of marlowmaison.co.uk and purchases made from Marlow (“Marlow”, “we”, “us”, or “our”). By using the website or placing an order, you agree to these terms.

2. Eligibility and use of the website

You must be legally capable of entering into a binding contract to place an order. You agree to use the website only for lawful purposes and not to interfere with its security, operation, or other users.

3. Product information

We aim to describe and photograph products accurately. Colours and finishes may vary slightly because of screen settings, lighting, materials, and manufacturing tolerances. Measurements are approximate unless stated otherwise. Product packaging may change without materially affecting the product.

Dog accessories should be selected in an appropriate size, checked regularly for wear or damage, and used with responsible supervision. Stop using an item if it becomes damaged or unsafe.

4. Prices and payment

Prices are shown in pounds sterling and include VAT where applicable. Delivery charges are shown before you complete checkout. We may change prices at any time, but changes will not affect an order that we have already accepted. Payment is processed securely by the payment providers offered at checkout.

5. Orders and contract formation

Your order is an offer to purchase. An automated order acknowledgement does not necessarily mean that we have accepted the order. A binding contract is formed when we send confirmation that the goods have been dispatched, unless we state otherwise.

We may decline or cancel an order before dispatch for reasons including stock errors, pricing mistakes, suspected fraud, payment failure, delivery restrictions, or other legitimate business reasons. If we cancel after payment, we will refund the amount paid.

6. Availability

Products are subject to availability. If an item becomes unavailable after you order, we will contact you and offer an appropriate alternative or refund. “Coming soon” products are not available for immediate dispatch unless the product page expressly states that pre-orders are open.

7. Delivery

Delivery estimates are provided in good faith and are not guaranteed unless we expressly agree a fixed date. We will deliver within the period stated at checkout or, where no period is agreed, within the timeframe required by law. Please provide a complete and accurate delivery address. We are not responsible for delay caused by incorrect address information supplied by you.

8. Risk and ownership

Risk in the goods passes to you when the goods are delivered to you or a person identified by you to receive them. Ownership passes when we receive full payment for the goods and applicable delivery charges.

9. Returns and cancellations

Your cancellation, return, and refund rights are described in our Refund and Returns Policy, which forms part of these terms. Nothing in these terms affects your statutory rights.

10. Personalised goods

Where a product is made to your specifications or clearly personalised, production may begin shortly after the order is placed. Change-of-mind cancellation rights may not apply to genuinely personalised goods. This does not affect your rights where goods are faulty, damaged, or not as described.

11. Promotions and discount codes

Promotions and discount codes are subject to any additional terms shown with the offer. Unless stated otherwise, codes cannot be combined, have no cash value, and may be withdrawn or corrected where issued or used in error. Promotions do not affect statutory rights.

12. Intellectual property

The Marlow name, logo, breed illustrations, product designs, photographs, written content, and other website materials are owned by or licensed to us and are protected by intellectual property laws. You may use the website for personal shopping only. You must not copy, reproduce, distribute, modify, sell, or exploit our content without written permission.

13. Reviews and user content

If you submit a review, photograph, comment, or other content, you confirm that you have the right to provide it and that it is accurate, lawful, and not misleading or infringing. You grant us a non-exclusive, royalty-free licence to display and use that content for operating and promoting Marlow, subject to applicable data-protection law. We may moderate or remove content where reasonably necessary.

14. Third-party services and links

The website may use or link to third-party services, including Shopify, payment processors, delivery providers, social platforms, and analytics tools. Those services may have their own terms and privacy policies. We are not responsible for third-party websites that we do not control.

15. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights. Subject to that, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or for business losses suffered by a consumer.

16. Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control. We will take reasonable steps to minimise the effect and will contact you where the event materially affects your order.

17. Privacy

Our handling of personal information is explained in our Privacy Policy. Payment details are processed by secure third-party payment providers and are subject to their own privacy and security practices.

18. Changes to these terms

We may update these terms from time to time. The terms in force when your order is accepted will apply to that order. Updated terms will be published on this page with a revised “Last updated” date.

19. Governing law and disputes

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory protections and may bring proceedings in the courts available to you under applicable law. We encourage you to contact us first so we can try to resolve any concern informally.