Refund policy

REFUND AND RETURN POLICY

Last updated: September 6, 2026

Thank you for shopping with Marlow & Co. We want your order to arrive in good condition and match what you purchased. Please read this policy before placing an order.

  1. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Please inspect your order when it arrives. Contact us within 30 days of delivery if:

• The product arrives substantially damaged;
• The product is defective or unusable;
• You receive the wrong product, color, or size;
• A product or essential component is missing; or
• The product materially differs from its description.

Email us at umarhamiqbal@gmail.com and include:

• Your full name;
• Your order number;
• A description of the problem;
• Clear photographs or video showing the product, packaging, shipping label, and issue; and
• Any other information reasonably required to review the claim.

Please retain the product and all original packaging while your claim is being reviewed.

If the claim is approved, Marlow & Co. may, as appropriate, provide a replacement, resend the missing item or component, issue a partial refund, or issue a full refund.

Minor packaging damage that does not affect the product is not normally eligible for compensation. Minor cosmetic variations, slight color differences caused by screen settings, small measurement differences, loose threads, light wrinkles, or minor scratches that do not affect normal use are not considered substantial defects.

  1. LOST OR UNDELIVERED ORDERS

If your tracking has not updated for an extended period or your order has not arrived within the expected delivery period, contact us at umarhamiqbal@gmail.com.

We may need to investigate the shipment with the carrier and fulfillment provider before issuing a refund or replacement. For some claims, the carrier may require a written non-delivery confirmation or an official statement from the local post office.

An order is not considered lost merely because it has been delayed by customs, severe weather, peak-season congestion, carrier disruption, public emergencies, or other events outside our reasonable control.

If tracking shows that an order was delivered, we cannot automatically issue a refund. We will assist with an investigation where possible, but the customer may be required to contact the local carrier or provide official confirmation of non-delivery.

  1. INCORRECT OR INCOMPLETE ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

Refunds and free replacements are not available when delivery fails because:

• The address supplied at checkout was incorrect or incomplete;
• The recipient could not be identified;
• The recipient refused delivery;
• The parcel was not collected in time;
• The carrier could not access a safe delivery location; or
• The customer failed to respond to the carrier or customs authority.

If you notice an address error, contact us immediately. We cannot guarantee that an address can be changed after fulfillment has begun.

  1. CHANGE-OF-MIND RETURNS

Because products are sourced and fulfilled internationally for individual orders, Marlow & Co. does not currently accept returns or issue refunds for:

• Changing your mind;
• Ordering the wrong product, color, or size;
• Personal preference;
• Finding the product elsewhere at a lower price;
• Minor variations that do not affect the product’s normal function; or
• Failure to read the product description, measurements, specifications, or estimated delivery information.

This does not limit any non-waivable consumer rights that apply under relevant law.

  1. UNAUTHORIZED RETURNS

Do not return an item to the address shown on its shipping label. That address may be a carrier facility or international fulfillment location and may not accept returns.

You must contact us and receive written return instructions before sending anything. Unauthorized returns may be refused, lost, or ineligible for a refund.

If an approved physical return is required, we will provide the applicable return instructions. Unless the item is confirmed to be defective, damaged, or incorrect, return-shipping costs and any related customs charges are the customer’s responsibility.

  1. CANCELLATIONS

Contact us as soon as possible if you need to cancel an order. We can only cancel an order if fulfillment has not begun.

Once an order has been processed, packed, or dispatched, it cannot normally be cancelled or changed.

  1. REFUNDS

Approved refunds are issued to the original payment method where possible. Processing times depend on the payment provider and financial institution and may take several business days after the refund is issued.

Original shipping charges are non-refundable unless the entire order was defective, incorrect, or otherwise eligible for a full refund.

Marlow & Co. is not responsible for exchange-rate differences, foreign transaction fees, or bank charges applied by a customer’s payment provider.

  1. ABUSE AND FRAUDULENT CLAIMS

We may refuse a claim if the evidence is altered, incomplete, inconsistent with carrier records, submitted outside the applicable reporting period, or indicates misuse, intentional damage, or fraudulent activity.

  1. CONTACT

For return, refund, replacement, or delivery assistance, contact:

Marlow & Co.
Email: umarhamiqbal@gmail.com