Refund policy
1. Our 30-Day Return Policy
Marlows Living allows customers to request a return for qualifying merchandise within 30 days of delivery.
To be eligible for a standard return, an item should generally:
Be unused and in its original condition;
Show no damage, modification, assembly wear, or other signs of customer use;
Include original packaging, manuals, accessories, hardware, and components supplied with the product, where applicable; and
Have a valid order number, receipt, or other proof of purchase.
We encourage you to keep the original packaging until you are satisfied with your purchase, particularly for home goods that require protective packaging during transportation.
2. Request a Return Before Shipping
Please contact us before sending merchandise back.
Email sontran6661@gmail.com with your order number, the name of the product, and a short explanation of why you would like to return it.
If your request concerns damage, a defect, missing components, or an incorrect product, please include photographs showing the issue.
After evaluating your request, we will provide the applicable return instructions.
Do not ship merchandise to our business contact address unless our return instructions specifically direct you to do so.
3. Home and Living Product Conditions
Certain home products require additional care to remain returnable.
Where applicable, merchandise should not have been permanently installed, extensively assembled, modified, painted, cut, drilled, or otherwise altered from its delivered condition.
Products showing damage caused by improper assembly, installation, storage, cleaning, or use may not qualify for a standard return.
If you believe a product has a manufacturing defect, please contact us before attempting repairs or modifications so we can evaluate the issue.
4. Damaged Packages or Product Defects
Please inspect your order reasonably soon after delivery.
If you notice shipping damage, a manufacturing defect, missing parts, or merchandise different from what you ordered, contact sontran6661@gmail.com promptly.
For faster review, provide:
Your order number;
A description of the problem;
Clear photos of the merchandise;
Photos of damaged packaging, when relevant; and
Photos of product labels or identifying information when requested.
Please retain the merchandise and packaging while your claim is being reviewed.
After evaluating the circumstances, we may provide an appropriate replacement, refund, replacement component, or another reasonable remedy.
5. Merchandise That May Not Qualify for Standard Returns
The following categories may be excluded from ordinary change-of-mind returns:
Personalized, customized, or made-to-order products;
Gift cards;
Merchandise clearly designated as final sale before purchase;
Products that have been materially used, modified, installed, or damaged after delivery;
Items missing essential parts or components because of customer handling;
Products returned in a condition that prevents safe handling or resale; and
Other merchandise subject to a product-specific return restriction disclosed before purchase.
These exclusions do not remove any mandatory rights or remedies that may apply to defective, damaged, or incorrectly supplied goods.
6. Return Shipping Costs
If an eligible return is requested because you changed your mind or the product is no longer wanted, you are generally responsible for the cost of returning the merchandise.
Home goods may require appropriate protective packaging to avoid damage while in transit. Please package the item securely and use a trackable shipping service whenever reasonably possible.
Keep your tracking information until your return has been completed.
When a return is required because we verified an error attributable to Marlows Living, we will address appropriate return shipping arrangements as part of the resolution.
7. Return Inspection
Receiving a return does not automatically guarantee a refund.
Once authorized merchandise arrives at the designated return location, we will inspect it to verify its condition and compliance with the applicable return requirements.
We may check the merchandise itself as well as packaging, accessories, hardware, manuals, and other originally included components.
You will be notified once the return review is complete.
8. Refund Approval and Payment
If your return is approved, the applicable refund will generally be issued to the original payment method used when placing the order.
Please allow approximately 5–10 business days after we process the refund for your bank, credit card issuer, or payment provider to post the funds to your account.
Actual processing times vary by financial institution and are outside our control.
For ordinary voluntary returns, original shipping charges are generally non-refundable unless otherwise required by applicable law. Where the return results from an error attributable to us, applicable shipping charges will be handled according to the circumstances.
9. Exchanges and Replacements
If you would prefer another eligible product or variation, contact us to determine whether an exchange or replacement is available.
Availability depends on current inventory and the circumstances of the request.
If we cannot provide a direct exchange, an eligible return may be processed separately and you may place a new order for the preferred merchandise.
10. Order Cancellation Requests
If you wish to cancel an order, contact sontran6661@gmail.com as quickly as possible.
We will make reasonable efforts to accommodate requests received before fulfillment begins. However, once an order has entered processing, packing, or shipment, cancellation cannot be guaranteed.
If the merchandise has already shipped, qualifying products may be returned after delivery according to this policy.
11. Incorrect Addresses, Refused Deliveries, and Returned Parcels
Please confirm that your shipping information is complete and accurate before submitting an order.
When a shipment is returned because of an incorrect or incomplete customer-provided address, refusal of delivery, or another recipient-related delivery problem, we will review the available options once the parcel has been returned.
Additional shipping charges may apply when reshipment is requested.
12. Consumer Rights
This policy establishes the standard return and refund procedures of Marlows Living. It is not intended to waive, exclude, or restrict consumer rights that cannot legally be waived under applicable law.
If applicable federal, state, or local law provides additional mandatory protections or remedies, those requirements will take precedence over any inconsistent provision of this policy.
13. Contact Marlows Living
If you need assistance with a return, refund, damaged product, missing component, exchange, or other matter covered by this policy, please contact:
Marlows Living
11664B Northern Blvd
Watertown, NY 13603
United States
Phone: (901) 568-6422
Email: sontran6661@gmail.com