Refund policy

OVERVIEW

This Refund Policy applies to all purchases made through marlohealth.com ("the Store"), operated by Marlo Health Ltd (company number 17145430), registered at 128 City Road, London, England, EC1V 2NX.

This policy should be read alongside our Terms of Service (https://www.marlohealth.com/policies/terms-of-service). Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

30-DAY RETURN POLICY

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, unused, in its original sealed packaging, and in the same condition as when you received it. You will also need your order confirmation or proof of purchase.

To start a return, please contact us at hello@marlohealth.com. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Please do not send items back without first requesting a return, as they will not be accepted.

YOUR STATUTORY RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without justification. This is in addition to our 30-day return policy above.

To exercise this right, you must inform us of your decision to cancel by contacting us at hello@marlohealth.com before the 14-day cancellation period expires.

You must return the goods to us without undue delay and no later than 14 days from the day you communicate your cancellation. Items must be unopened, unused, and in their original sealed packaging. You will bear the direct cost of returning the goods unless the item is faulty or not as described.

We will reimburse you no later than 14 days from the day we receive the returned goods or evidence that they have been sent back. We will use the same payment method as your original transaction, unless you expressly agree otherwise.

Please note that the right to cancel does not apply to goods that have been unsealed after delivery where the goods are not suitable for return due to health protection or hygiene reasons. As our products are pet supplements intended for consumption, opened or unsealed pouches cannot be returned under this right.

If you are based in the European Union, you have an equivalent 14-day cooling-off right under the EU Consumer Rights Directive. The same conditions apply.

DAMAGES AND ISSUES

Please inspect your order upon delivery and contact us immediately at hello@marlohealth.com if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.

If your item arrives faulty or not as described, you are entitled to a full refund or replacement under the Consumer Rights Act 2015, and we will cover the cost of return shipping.

EXCEPTIONS AND NON-RETURNABLE ITEMS

The following items cannot be returned: products that have been opened, unsealed, or partially used (for health and hygiene reasons); gift cards; and items purchased at a promotional or sale price, unless faulty or not as described.

If you have questions about whether your item is eligible for return, please contact us at hello@marlohealth.com.

SUBSCRIPTION ORDERS

You may cancel your subscription at any time through your account on marlohealth.com or by contacting us at hello@marlohealth.com. Cancellations take effect at the end of your current billing period.

If a subscription order has already been dispatched, it is subject to the same return conditions as a one-off purchase. We are unable to issue refunds for subscription orders that have been dispatched unless the item arrives faulty or damaged.

For prepaid subscriptions, if you cancel before the end of the prepaid period, we will refund the remaining unshipped orders. Orders already dispatched are non-refundable unless faulty.

EXCHANGES

We do not offer direct exchanges. The quickest way to get the right product is to return the original item following the process above, and place a new order separately.

REFUNDS

Once we receive and inspect your return, we will notify you by email whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days.

Please note that your bank or payment provider may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@marlohealth.com.

For any questions about returns or refunds, please contact us:

Email: hello@marlohealth.com

Marlo Health Ltd

128 City Road, London, England, EC1V 2NX