Refund policy

Refunds & Returns Policy – Marlo and Co

30-Day Risk-Free Trial

We offer a 30-day risk-free trial on all purchases. If your product arrives damaged, faulty, unsafe, or not as described, please contact us within 30 days of receiving it. We’ll assess the issue and determine the most appropriate solution — this may include a full product replacement or a replacement part (e.g. buckle, zipper).

This policy does not cover:
- Change of mind
- Incorrect sizing (where accurate measurements were provided)
- Misinterpretation of product descriptions
- Customers are responsible for reviewing all product information and size charts prior to purchase.

Damage & Fault Assessment

All reported issues are reviewed case-by-case. We require clear photo or video evidence to assess whether the issue is due to a genuine product defect (present at delivery) or misuse (e.g. damage caused by external pressure, pets, force, etc.).
- If it’s a genuine defect and within 30 days, we’ll replace the product at no cost.
- If the damage appears to be man-made or due to improper handling, we may offer a replacement part only (e.g. a new buckle or zipper), rather than a full replacement or refund.

Lifetime Warranty

If purchased at checkout, our Lifetime Warranty covers manufacturing defects only, full satisfaction guarantee, and wear and tear or accidental damage.

If your item shows signs of a manufacturing fault, we’ll provide a free replacement part or product, depending on the issue. Refunds are not issued under this warranty.

Return Conditions

To be eligible for a return:
- You must provide proof of purchase (receipt or order number).
- You must submit valid photo/video evidence showing the defect.
- The item must be faulty, damaged upon delivery, or not as described.

To start a return, please email info@marloandco.com.

Damages and Issues

Please inspect your order upon arrival. If your item is:
- Defective
- Damaged
- Not what you ordered

Contact us immediately so we can resolve the issue promptly.

Non-Returnable Items

We do not accept returns on:
- Sale items or gift cards
- Perishable goods (e.g. food, flowers)
- Custom or personalised items
- Personal care goods (e.g. hygiene or beauty products)

EU Customers – 14-Day Cooling-Off Period

If your order was delivered within the European Union, you have the right to cancel or return it within 14 days for any reason. The item must be unused, in original packaging, and with proof of purchase.

Refunds

If a return is approved, we’ll notify you and process the refund to your original payment method. Please allow up to 10 business days for your bank or payment provider to complete the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@marloandco.com.

Your Rights Under Australian Consumer Law

We comply with all obligations under Australian Consumer Law. You are entitled to a refund or replacement if a product:
- Is faulty
- Is unsafe
- Is significantly not as described
- Fails to perform as expected

We are not required to offer refunds for:
- Change of mind
- Incorrect decisions
- Misunderstanding of clear product information or measurements