Return Policy

Right to Return

If you change your mind about a purchase, you may request a return within 30 days of receiving your order, subject to the conditions set out below.

This policy applies to customers purchasing products for personal use.

To request a return, please contact us:

Email: info@marlowwren.com

Please note that your return request must be approved by us before any products are sent back.

Nothing in this policy limits or excludes any rights or remedies you may have under UK consumer law, including rights relating to products that are defective, unsafe, significantly different from their description or otherwise fail to meet statutory consumer protection requirements.

Return Conditions

For a change-of-mind return to be accepted, the following conditions must be met:

The product must be unused and undamaged and, where possible, include all original parts, accessories and packaging.
The product may only have been handled or tried on to the extent reasonably necessary to assess its suitability, as you would when inspecting a product in a physical store.
Products must not show any signs of wear, washing, soiling, damage or misuse.
Products subject to hygiene requirements must be returned in a clean and hygienic condition.
Products that are defective or do not comply with UK consumer law may be eligible for an appropriate remedy regardless of the change-of-mind return conditions.

Note: For change-of-mind returns, the customer is responsible for return shipping costs, unless applicable law provides otherwise or we have agreed otherwise.

Return Procedure

Send an email to info@marlowwren.com including the following information:

Order number
Reason for return
Photo of the product, if applicable
Customer's full name and shipping address

We will confirm your return request and send you the return instructions.

Returns address: Gotofulfill, Room 104, Block B, Kaicheng High-tech Park, Longhua District, Shenzhen, Guangdong, China. Returns are handled by our fulfilment centre in China, so please allow extra time for your parcel to arrive and keep your proof of postage.

Do not send any product back before receiving our confirmation.

Once we have received the returned product, we will inspect it and process the return within 7 business days.

We reserve the right to refuse a change-of-mind return if the product has been used, damaged or handled beyond what is reasonably necessary to inspect or try it on.

Refunds

Once we have received and inspected the returned product, we will notify you whether your return has been accepted.

If your return is accepted, your refund will usually be processed within 7 business days.

Refunds will usually be issued to the same payment method used for the original purchase.

For change-of-mind returns, original shipping costs are generally non-refundable, unless applicable law provides otherwise.

If the product is defective or otherwise covered by UK consumer law, we will provide the appropriate remedy required by law.

Exceptions

Certain products may not be eligible for a change-of-mind return, including:

Custom-made or personalized products
Sealed products that cannot be returned for health or hygiene reasons once the seal has been broken
Products damaged through misuse, improper handling or negligence

These restrictions do not limit your rights under UK consumer law.

Additional Information

For change-of-mind returns, return shipping costs are generally borne by the customer.

If you believe your product is defective, damaged or does not comply with UK consumer law, please contact us before sending the product back so we can help you obtain the appropriate remedy.

If you have any questions about returns, refunds or order cancellations, please contact us:

Email: info@marlowwren.com

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