Refund policy

Refund & Return Policy

At Marlow, we want you to be completely happy with your piece. You have 60 days from the day your order is delivered to request a return, and we pay for the return shipping.

Do we accept returns?
Yes. Every item in our catalog can be returned within 60 days of delivery, for any reason, including a simple change of mind. The only exception is gift cards, which cannot be returned. We do not charge a restocking fee. Shipping is free on every order, so there are no shipping charges to refund.

What makes an item eligible
To be accepted, your item must come back in the condition you received it: unused, uninstalled, with any tags attached and in its original packaging. Please keep the box until you are sure you are keeping the piece. You will also need your order number or proof of purchase.

An item that has been installed, connected to plumbing or altered in any way cannot be returned, unless it is defective.

If your order never arrived, arrived damaged, or is not what you ordered
Contact us immediately and we will make it right. Send us your order number and, for damage, a photo of the item and of the outer box. We cover every cost involved in resolving it, and we will send a replacement, repair the piece or refund you in full, whichever you prefer. This applies whatever the reason, and it is not limited to the 60-day window when the fault is ours.

How to start a return
Contact us either way, whichever suits you:

Include your order number and the reason for the return. Once your request is approved, we email you a prepaid return label and the return address. Items sent back without requesting a return first cannot be accepted.

How long it takes
You have 60 days from delivery to request a return. Once we receive the item and inspect it, we email you to confirm the outcome, usually within 2 business days. If the return is approved, your refund is issued within 5 to 10 business days. Your bank or card provider may need a few more days to post it to your account.

If more than 10 business days have passed since we approved your refund and you still do not see it, contact us and we will chase it with you.

How you get your money back
Refunds go back to the original payment method used for the order. We do not issue store credit unless you ask us for it.

United Kingdom
UK customers also have a statutory 14-day right to cancel. Our 60-day policy is longer and works the same way, so you are always covered by whichever is more favorable to you.

Exchanges
The fastest way to get the piece you want is to return the one you have and place a new order for the one you want. Once your return is approved, the two are handled separately so you are not waiting on us.

Contact us
Marlow, a brand of Arkan DN LLC
1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States
Email: info@marlowstudio.co
Phone: +1 201-285-8529
Monday to Friday, 9:00 AM to 5:00 PM Mountain Time. We reply within 1 business day.