Chargeback & Payment Dispute Policy

Last updated: November 3, 2026

This policy is part of our Terms of Service. It is available on every page of our store before purchase, and by placing an order you agree to it.

1. Contact us first

You agree to contact us at support@marlowandmayco.com and give us at least 5 business days to resolve any issue (a delivery question, a return, a defect or a billing question) before filing a dispute or chargeback with your bank or card issuer. We answer every message, and most issues are resolved within 1–2 business days.

2. "Item not received" disputes

As stated in our Shipping Policy, delivery can take up to 20 business days from the order date, depending on your country. An order is not considered undelivered until that window has passed. A non-delivery dispute filed before the 20-business-day window ends, or for an order that tracking shows as delivered to the address you provided, will be contested.

3. Refunds require returning the product

Our 30-Day Relief Guarantee is how you get your money back if you are not satisfied. It requires returning the product under our Return & Refund Policy. A dispute filed to obtain a refund while keeping the product, or instead of following the return process, will be contested.

4. Give the specific reason

If you file a dispute, you agree to state its specific reason (for example: not received after 20 business days, arrived defective, or returned but not refunded) and the steps you took with us to resolve it.

5. How we respond to disputes

We respond to every chargeback. We provide the card issuer with the order details, your acceptance of our Terms and policies at checkout, shipping and tracking records, delivery confirmation, and every communication with you, including any return, replacement or refund we offered.

6. Refunds already in progress

If you file a dispute while a return, replacement or refund is already in progress, or after a refund has been issued, we will provide that record to your card issuer. You agree to repay any amount refunded twice.

7. Disputes made in bad faith

A dispute found to be made in bad faith, such as claiming non-receipt of a delivered order or a refund for a product that was never returned, may lead us to cancel open orders, decline future orders, and pursue recovery of the amount owed, including fees, through the means permitted by law.

8. Your rights

Nothing in this policy limits any rights you have under applicable consumer protection law or your card issuer's rules.