Refund policy
Refund & Return Policy
Last Updated: September 2026
At Marlow & Carter (operated by FF COMMERCE LTD), customer satisfaction is our highest priority. We offer a fair and transparent 30-day return policy for all orders shipped across Canada, in full compliance with applicable Canadian federal and provincial consumer protection standards.
30-DAY RETURN WINDOW | $0.00 RESTOCKING FEE | CANADIAN CONSUMER COMPLIANT
1. Policy Summary
| Category | Allowed? | Shipping Cost | Condition Requirement |
|---|---|---|---|
| Change of Mind | Yes (30 Days) | Customer Pays | Unused, Original Packaging |
| Defective / Damaged / Faulty | Yes | Marlow & Carter Pays | Full Refund or Free Replacement |
| Restocking Fee | None ($0.00) | — | — |
2. Consumer Protections & Guarantees
If a product arrives damaged, defective, or does not match the product description provided on marlowcarter.com, you are entitled to a full refund or a free replacement. Please inspect your items upon delivery and notify customer service promptly with relevant order details and photos.
3. Step-by-Step Return Process
- Request Pre-Authorization: Contact customer support at info@marlowcarter.com with your order number and reason for return.
- Receive Instructions & Address: Once approved, our team will email you official return instructions along with the designated fulfillment center return address.
- Ship the Package: Pack the item securely in its original packaging. We strongly recommend using a trackable shipping service, as we cannot issue refunds for items lost in transit without carrier delivery confirmation.
4. Refund Processing Timeline
Once your returned item is received, inspected, and verified at our facility, refunds will be issued to your original payment method in Canadian Dollars (CAD $) within 7 business days. Please allow an additional 3–5 business days for your financial institution to process and credit the transaction.
Important Return Address Notice
Our registered corporate office in London is strictly an administrative facility and CANNOT receive or process physical product returns.
Please do not send returned merchandise to our London corporate office address. All returns require prior authorization and must be routed to our designated fulfillment center. To obtain return approval and address details, email customer support at info@marlowcarter.com. Unsolicited returns sent without approval will be rejected.
Company Profile & Addresses
Store Name: Marlow & Carter
Operating Legal Entity: FF COMMERCE LTD (Companies House: 17398899)
Customer Care Email: info@marlowcarter.com
Registered Administrative Address
FF COMMERCE LTD
71–75 Shelton Street
London, WC2H 9JQ
United Kingdom
(Administrative office — Not a return address)
Product Return Address
Issued Upon Authorization
Contact info@marlowcarter.com to receive return instructions.
(Pre-approval mandatory)
© 2026 Marlow & Carter | Part of FF COMMERCE LTD | All Rights Reserved