Returns & Refunds
Returns and Refunds
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page, anywhere else on this website, or in our Terms of Service excludes, restricts or modifies those guarantees or any right or remedy you have under the Australian Consumer Law. Where something in our own policy below gives you less than the Australian Consumer Law gives you, the Australian Consumer Law wins.
Australian law does not give online shoppers a general right to cancel a purchase because they have changed their mind. What follows under "Our own returns policy" is a commercial courtesy we offer voluntarily — but because we offer it, we are bound to honour it, and we will.
Something is wrong with the item — faulty, damaged or not as described
Email support@marlowbags.com with your order number, a description of the problem and photographs of the item and of the packaging. We will reply with what happens next.
- If the failure is a major failure — the item is unsafe, is significantly different from its description, or would not have been bought by a reasonable consumer aware of the problem — you choose between a refund and a replacement, and you may also claim compensation for any other reasonably foreseeable loss or damage.
- If the failure is not major, we will repair or replace the item, or refund you, within a reasonable time.
- Where we ask you to return a faulty item, we pay the return postage and we refund the shipping you paid on the original order.
- You do not need the original packaging to make a claim, and you do not lose these rights because a period of days has passed — consumer guarantees last for a reasonable time, which depends on the item and its price.
Damaged in transit, or the wrong item arrived
Email support@marlowbags.com with your order number and photographs of the item and of the outer packaging as soon as you can, ideally within 7 days of delivery. Telling us early helps us claim against the carrier, but it is not a condition of your rights under the Australian Consumer Law. We arrange a replacement or a refund at no cost to you.
Order not delivered
If tracking has not moved for 10 business days past the delivery window on our Shipping page, email support@marlowbags.com. We will trace the parcel and, if it cannot be found, replace the order or refund you in full.
Our own returns policy — change of mind
Separately from your legal rights above, and as a commercial courtesy of our own, we accept a return if you simply change your mind. This is our own policy, not a legal entitlement, and these are its terms:
- Tell us within 30 days of delivery that you want to return the item.
- The item must be in unused condition, with any packaging and tags intact.
- The cost of posting the item back to us is yours, and we recommend a tracked service — until it reaches us, it is your parcel.
- Once we receive and check the item we refund what you paid for it. The shipping you paid on the original order is not refunded on a change-of-mind return.
Our voluntary warranty — the details the law requires us to give you
The change-of-mind policy above and the repair, replacement or refund we offer on a faulty item are given by Takeover Enterprises LLC, trading as Marlow Bags, of 30 N Gould St Ste R, Sheridan, WY 82801, USA, contactable at support@marlowbags.com. What it covers: any item bought from this website that arrives faulty, damaged, not as described or not the item you ordered, and — as a courtesy — any item you simply changed your mind about on the terms set out above. We pay the cost of a return where the item is faulty, damaged in transit, not as described or sent in error, including the return postage and the original shipping; you pay the cost of posting an item back on a change-of-mind return. You are never charged a handling or restocking fee. Any benefit this warranty gives you is in addition to your other rights and remedies under the law.
How to start a return
Do not post anything back before you contact us; a parcel we are not expecting can go astray. Email support@marlowbags.com with your order number and which item you want to return. We reply with the return address that applies to your order and confirm what happens next in writing. Our returns are handled through our fulfilment partner, so the return address is not the registered address below.
Refunds
We approve or decline a return within 5 business days of receiving the item and tell you either way. Approved refunds go back to the payment method you used, within 10 business days of approval. How quickly the money then appears is up to your bank or card issuer.
Exchanges
We do not swap one item for another directly. Return the item under this policy and place a new order for the one you want.
If you are not happy with how we handled it
Email support@marlowbags.com and say so. We acknowledge complaints within 5 business days and answer in substance within 14 days. If we cannot resolve it between us, you can take the matter to the consumer protection agency in your state or territory, or to the Australian Competition and Consumer Commission at accc.gov.au.
Company details
Trading name: Marlow Bags
Legal entity: Takeover Enterprises LLC
Registered address: 30 N Gould St Ste R, Sheridan, WY 82801, USA
Email: support@marlowbags.com
ABN: not applicable (overseas company)
Marlow Bags is a trading name of Takeover Enterprises LLC, a company incorporated in the State of Wyoming, United States of America. We sell online only. We have no shop or counter you can visit, and no telephone line; email is the only way to reach us.
Last updated: 26 September 2026