Refund policy
Refund Policy
At Marlow Brooks we want you to love everything you receive from us. If something isn't right, here's how we'll put it right.
30-Day Returns
You have 30 days from the date of delivery to request a return more than the 14 days required by law.
Items should be returned in the condition you received them. You're welcome to open a package and inspect an item the way you would in a shop; we only ask that items aren't used, worn or damaged beyond that. If an item comes back showing more than reasonable handling, we may reduce your refund to reflect the loss in value.
Certain items can't be returned once opened, for hygiene or safety reasons. Where that applies, it's stated clearly on the product page.
How to Start a Return
Email support@marlowbrooks.com with your order number and a brief note about what you're returning. We'll reply within 1 business day with return instructions and the correct return address.
Please don't send anything back before contacting us — returns sent without instructions may not be traceable to your order.
Return shipping costs are paid by the customer. Our returns are handled by an overseas fulfilment warehouse, so please factor this in before sending an item back. We recommend using a tracked service, as we can't refund a return we don't receive.
Refund Processing
Once your return arrives and has been inspected, we'll issue your refund to the original payment method. This is normally done within 5–7 business days, and always within 14 days of us receiving the item back (or of you providing proof of postage, whichever is sooner).
Refunds include the original standard delivery cost where one was paid. Return shipping costs are not refunded, except where an item is faulty, damaged or not as described.
Discounted and Promotional Items
Items bought through our post-order discount offers can be returned under the same 30-day terms as everything else. Please note:
- Return shipping on discounted items is at your own cost.
- Your refund will be the amount you actually paid, not the full retail price.
- If returning an item means an order no longer qualifies for a bundle or promotional discount, the refund is adjusted accordingly.
Faulty, Damaged or Incorrect Items
If something arrives damaged, faulty or not what you ordered, email us with photos as soon as you can ideally within 30 days of delivery.
We'll arrange a replacement or full refund at no cost to you, including return postage where a return is needed. This is in addition to your rights under the Consumer Rights Act 2015, which may apply for longer than 30 days in the case of a manufacturing fault.
Late or Missing Refunds
If your refund hasn't arrived within 10 business days of us confirming it:
- Check your bank account or card statement again refunds can take a few days to post.
- Contact your bank or card issuer, as they may have their own processing time.
- If it still hasn't appeared, email us at support@marlowbrooks.com and we'll chase it from our end with proof of the refund.
Your Legal Rights
Nothing in this policy affects your statutory rights, including your right to cancel a distance purchase within 14 days of delivery under the Consumer Contracts Regulations 2013.
Last updated: [August 19]