Refund policy
Returns and Refunds
We want you to love what you ordered. If something is not right, you have 30 days from the day you receive your order to request a return, well beyond your statutory 14 day right of withdrawal under UK consumer law.
How to start a return
- Email us at info@marlowgoods.co.uk with your order number and the item(s) you would like to return.
- We will reply within 1 working day with your return instructions and return address.
- Post the item back to us. We recommend a tracked service, as the parcel remains your responsibility until it reaches us.
Return conditions
- Items should be unused and in their original condition and packaging. You may of course inspect the item as you would in a shop; we may reduce the refund if an item shows more than reasonable handling.
- Return postage is paid by the customer, unless the item arrived damaged, faulty or incorrect.
- For hygiene reasons, certain personal care items cannot be returned once opened, unless faulty.
Damaged, faulty or incorrect items
Please contact us as soon as possible, and ideally within 7 days of delivery, with a photo of the issue. Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund. We will send a free replacement or issue a full refund. There is no need to return the item unless we ask.
Refunds
Once we receive and inspect your return, we will confirm your refund by email. Refunds are issued to your original payment method within 14 days, though usually much faster (3 to 5 working days).
Cancellations
You can cancel your order free of charge any time before it has been dispatched. Email us as soon as possible and we will cancel and refund in full. To exercise your statutory right to cancel you may also use this model form: "To Marlow Goods (info@marlowgoods.co.uk): I hereby give notice that I cancel my contract of sale of the following goods: [description], ordered on [date] / received on [date]. Name and address of consumer: [...]. Date: [...]". Once you have cancelled, you have 14 days to return the goods to us.
This policy does not affect your statutory rights.
Contact Information
If you have any questions about our Refund Policy, you may contact us using the details below. We aim to respond to emails within 24 business hours.
Customer Service Hours (UK time):
Mon to Fri: 9:00 to 17:00
Sat and Sun: closed
Email: info@marlowgoods.co.uk
Phone: +44 20 3769 0227
Shop name: Marlow Goods
Company name: JKEY MANAGEMENT LLC
Company registration number: 2026-002000674
Address: 30 N Gould St Ste R, Sheridan, WY 82801, United States
You may also contact us through our Contact Us page.