Refund & Return Policy

Last Updated: 3 November 2026

At Marlow Melbourne, we want every customer to enjoy a smooth and satisfying shopping experience.

We take great care in selecting our products and aim to provide clear and transparent information about returns, refunds and exchanges.

Please read this policy carefully before placing your order.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).

1. ORDER CANCELLATIONS

Orders may only be cancelled or modified before they have entered our processing or fulfilment stage.

As we aim to prepare orders efficiently, cancellation requests cannot be guaranteed once an order has been placed.

Once an order has been processed or dispatched, cancellation may no longer be possible.

To request a cancellation or modification, please contact us as soon as possible at:

Email: info@marlow-melbourne.com

This does not affect any cancellation rights available under Australian Consumer Law.

2. 30-DAY RETURN POLICY

We offer a 30-day return window for eligible change-of-mind returns.

Return requests must be submitted within 30 calendar days of receiving your order.

To qualify for a change-of-mind return:

The item must be unused, unworn and unwashed.
The item must be in its original condition.
All original tags and labels must remain attached.
Original packaging should be included where reasonably possible.
Proof of purchase must be provided.
The return must comply with the instructions provided by our customer support team.

We reserve the right to decline voluntary change-of-mind returns that do not meet these conditions.

The 30-day return window and eligibility conditions do not limit your statutory consumer rights.

3. CHANGE-OF-MIND RETURNS

We understand that sometimes a purchase may not be quite what you expected.

For change-of-mind returns, including ordering the wrong size, colour or style:

Customers are responsible for return shipping costs.
We do not provide complimentary return shipping labels.
Original shipping charges, if any, are non-refundable unless required by law.
Items must meet our change-of-mind return conditions.
Returns must be sent to the return address provided by our support team.

We recommend reviewing our product descriptions and sizing information carefully before placing an order.

4. HOW TO REQUEST A RETURN

To initiate a return, please contact our customer support team at:

Email: info@marlow-melbourne.com

Please include:

Your order number.
Your full name.
The item you wish to return.
The reason for your return.
Clear photographs where relevant to your request.

Our team will review your request and provide return instructions where applicable.

Please do not send items back without first contacting our customer support team.

For voluntary change-of-mind returns, items sent without following our return instructions may not be accepted.

This requirement does not restrict your rights to remedies under Australian Consumer Law.

5. RETURN SHIPPING COSTS

For voluntary change-of-mind returns, return shipping costs are the responsibility of the customer.

We do not cover return postage for:

Incorrect size selections.
Change of preference.
Unwanted items.
Accidental purchases.

Where an item is faulty, incorrectly supplied or otherwise fails to meet applicable consumer guarantees, we will provide remedies and cover reasonable return costs where required by Australian Consumer Law.

6. RETURN ADDRESS

Our customer support team will provide the appropriate return address after reviewing your request.

Please do not return items to an address found on a shipping label without first confirming the correct return destination.

Return locations may vary depending on the product and fulfilment arrangements.

For change-of-mind returns, customers are responsible for arranging and paying for return postage to the designated return address.

7. DAMAGED, FAULTY OR INCORRECT ITEMS

If you receive an item that is damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible.

Email: info@marlow-melbourne.com

Please provide your order number, a description of the issue and photographs where available.

We will assess your request in accordance with Australian Consumer Law.

Depending on the circumstances, you may be entitled to:

A repair.
A replacement.
A refund.
Compensation for reasonably foreseeable loss or damage where applicable.

For a major failure under Australian Consumer Law, customers may be entitled to choose a refund or replacement.

For a minor failure, we may be entitled to offer a repair or another appropriate remedy within a reasonable time.

Customers are not required to accept store credit instead of a refund where a refund is required by law.

8. REFUND PROCESSING

Once an eligible change-of-mind return has been received and inspected, we aim to process an approved refund within 7 business days.

Refunds will generally be issued to the original payment method.

Please note that your bank or payment provider may require additional time to display the refunded amount.

For refunds required under Australian Consumer Law, we will process them within a reasonable timeframe and in accordance with our legal obligations.

9. NON-RETURNABLE ITEMS

For hygiene and product protection reasons, certain items may be excluded from our voluntary change-of-mind return policy, including:

Worn, washed or used clothing.
Items without their original tags.
Personalised or custom-made products.
Hygiene-sensitive items where clearly disclosed before purchase.
Items damaged through misuse or improper care after delivery.

Sale or clearance items may also have different change-of-mind return conditions where these are clearly disclosed before purchase.

These exclusions do not apply where a customer is entitled to a remedy under Australian Consumer Law.

10. EXCHANGES

We do not guarantee direct exchanges for change-of-mind requests.

If you wish to order a different size, colour or style, please contact our support team to discuss the available options.

Where appropriate, you may be asked to return the original item in accordance with our change-of-mind return conditions and place a new order.

Customers are responsible for return shipping costs associated with voluntary exchanges.

This does not affect statutory rights relating to faulty or non-compliant products.

11. LOST OR DELAYED DELIVERIES

We work with shipping providers to ensure orders are delivered as efficiently as possible.

Estimated delivery times are provided in our Shipping Policy.

If your parcel is significantly delayed or appears to be lost, please contact us so we can investigate the shipment.

Where an order is not delivered within the agreed or a reasonable timeframe, we will provide any remedies required under Australian Consumer Law.

Incorrect or incomplete delivery details supplied by the customer may affect the available resolution, depending on the circumstances.

12. RETURNED PARCELS

For voluntary change-of-mind returns, we recommend using a tracked shipping service.

Customers should retain proof of postage and provide tracking details to our support team.

We are not responsible for loss or damage occurring during customer-arranged change-of-mind return shipping before the parcel reaches the designated return location, except where required by applicable law.

If a voluntary return does not arrive, we may be unable to process a refund.

13. WHEN CHANGE-OF-MIND REFUNDS MAY BE DECLINED

We may decline a voluntary change-of-mind refund where:

The return request is submitted outside the 30-day return window.
The item has been worn, washed, altered or damaged after delivery.
Original tags have been removed.
The item does not meet the stated change-of-mind return conditions.
The customer does not follow the provided return instructions.
The returned item is not received at the designated return location.

These restrictions apply only to voluntary returns and do not override statutory consumer guarantees.

14. AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits any rights or remedies available under the Australian Consumer Law or other applicable legislation.

15. CONTACT US

For questions about returns, refunds or your order, please contact our customer support team.

Marlow Melbourne

Website: marlow-melbourne.com

Email: info@marlow-melbourne.com

We aim to respond to customer enquiries within 24–48 business hours.

Thank you for shopping with Marlow Melbourne.