Returns and Refunds Policy
At Marlow & Birch, we want you to shop with confidence.
In addition to any mandatory rights available to you under applicable Canadian consumer protection law, we offer an ordinary 30-day return period subject to the conditions below.
30-Day Returns
You may request a return within 30 days after receiving your order.
To qualify under our standard return policy, the item should:
- Be unused and unworn
- Be unwashed
- Be unaltered
- Be in its original condition
- Include original tags, packaging and accessories where applicable
Please contact us before sending any item back.
Starting a Return
To request a return, email:
Please include:
- Your order number
- The item you wish to return
- The reason for the return
We will provide the applicable return instructions.
Do not return an item to an address shown on the parcel without first receiving return instructions from us, as fulfilment and return locations may differ.
Return Shipping Costs
For ordinary change-of-mind returns under our voluntary 30-day return policy, return shipping costs are generally the customer's responsibility.
Where an item is defective, damaged, incorrect, misrepresented, or where applicable consumer law otherwise requires us to bear the relevant costs, different rules may apply.
Nothing in this policy removes rights granted by applicable law.
Refunds
Once an eligible return has been received and inspected, we will notify you.
Approved refunds will be issued to the original payment method.
After a refund has been processed by us, it may take approximately 5–7 business days or longer for your bank, card provider or payment provider to display the funds.
Damaged, Defective or Incorrect Products
If an item arrives damaged, defective or different from what you ordered, contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the problem
- Clear photographs where relevant
Depending on the circumstances, an appropriate remedy may include:
- Replacement
- Exchange
- Partial refund
- Full refund
Mandatory consumer rights remain unaffected.
Delayed or Missing Orders
Delivery estimates are estimates rather than guarantees unless expressly stated otherwise.
However, our own delivery policy does not override statutory cancellation or refund rights arising from an unreasonable or legally significant delivery delay.
For example, Ontario rules provide cancellation rights in certain circumstances involving online agreements and delayed performance.
If an order is significantly delayed, contact:
We will review the tracking information and investigate where appropriate.
Marked Delivered but Not Received
If tracking shows your order as delivered but you cannot locate it:
- Check the delivery area.
- Ask household members.
- Check with neighbours where appropriate.
- Check for carrier delivery instructions.
- Contact the carrier.
If the parcel remains missing, contact us.
We may investigate the shipment with the carrier before determining the appropriate remedy.
A “delivered” scan does not automatically eliminate any mandatory rights available under applicable law.
Incorrect Address
Customers are responsible for entering complete and accurate shipping information.
If you notice an error, contact us immediately.
Once fulfilment or shipping has begun, we may not be able to modify the address.
Additional costs resulting from an incorrect address provided by the customer may be charged where legally permitted.
Refused Deliveries
We recommend accepting a shipment and then using our standard return procedure if you wish to return the order.
Refusing delivery does not automatically constitute a completed return.
Where a refused parcel is successfully returned to the appropriate return location, we will assess the matter after receipt subject to this policy and applicable law.
Sale Items
Unless otherwise clearly stated, items purchased during a sale remain eligible for our ordinary return policy.
If a promotional discount depends on buying multiple items, returning part of the order may result in the promotional discount being recalculated.
Mandatory legal rights remain unaffected.
Exchanges
Where available, exchanges may be offered for damaged, defective or incorrect items.
For ordinary size, colour or preference changes, we may ask you to return the original product and place a new order.
Contact
Marlow & Birch
Email: info@marlowandbirch.com