Refund Policy

Last Updated: 12 September 2026

At Marrow Lane, we want you to be happy with your purchase. If you are eligible for a return, exchange, cancellation, or refund, we will process your request according to the terms below.

This Refund Policy applies to purchases made through marrowlane.in.

1. When Are Refunds Available?

A refund may be issued in the following circumstances:

Your order is cancelled before dispatch and is eligible for cancellation.
We are unable to fulfil your order.
You receive a defective or damaged product and the issue is verified.
You receive an incorrect product.
Your return request is approved under our Returns & Exchanges Policy.
A refund is otherwise required under applicable law.

Refund eligibility may depend on the product, condition of the item, and circumstances of the request.

2. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at:

hello@marrowlane.com

If the order has not yet been dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched, cancellation may no longer be possible. In such cases, the order may need to be handled under our applicable return policy.

If a cancellation is approved, the eligible amount will be refunded to the original payment method.

3. Returns and Refunds

If your return request is approved, you may be eligible for a refund after the returned product has been received and inspected.

The product must generally be returned:

In unused and saleable condition
With original packaging
With tags, labels, accessories, and other items supplied with the product, where applicable
Without damage caused after delivery
Within the applicable return period

Products that do not meet the applicable return conditions may not be eligible for a refund, subject to your rights under applicable law.

Please refer to our Returns & Exchanges Policy for the complete eligibility requirements.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us at hello@marrowlane.com as soon as possible.

To help us resolve the issue quickly, we may request:

Your order number
Photographs of the product
Photographs of the packaging
A short video, where necessary
Details describing the issue

Once the issue is reviewed and the return is approved, we may offer an appropriate resolution, which may include:

Replacement
Exchange
Refund
Another remedy required under applicable law

5. Refund Amount

For an approved refund, the refundable amount will depend on the circumstances of the return or cancellation.

Where applicable, the refund may include the amount paid for the returned product.

Any non-refundable charges, return shipping charges, or other deductions will only be applied where permitted by our applicable policy and law.

We will communicate any applicable deductions before processing the refund where reasonably possible.

6. Shipping Charges

Where a return is required because we sent you an incorrect, defective, or damaged product, Marrow Lane will handle the return shipping in accordance with the applicable return process.

For returns made for other reasons, return shipping costs may be the customer's responsibility where stated in the applicable Returns & Exchanges Policy.

Any applicable return-shipping cost will be communicated clearly before the return is processed.

7. Refund Processing

Once an approved return has been received and inspected, we will initiate the applicable refund.

The time required for the refund to appear in your account may vary depending on:

Your payment method
Bank or card issuer
Payment gateway
Financial institution
Processing time

Although we initiate the refund from our side, the final credit to your account may take additional time depending on the relevant payment provider.

8. Refunds for Cash on Delivery Orders

For eligible Cash on Delivery orders, the refund may be processed through an appropriate electronic payment method.

We may request accurate bank account, UPI, or other payment details required to process the refund.

You are responsible for providing accurate refund information.

9. Partial Refunds

In certain circumstances, only a partial refund may be applicable.

This may include situations where:

Only part of an order is returned.
Certain products are not eligible for return.
A product does not meet all return conditions.
A deduction is permitted under the applicable return policy.

We will communicate the applicable refund amount where required.

10. Refund Not Received

If you have received confirmation that your refund has been processed but the amount has not appeared in your account, please:

Check your bank or payment account.
Check with your card issuer or payment provider.
Allow the applicable processing period to pass.
Contact us at hello@marrowlane.com if the refund is still not reflected.

Please provide your order number and refund details when contacting us.

11. Promotional Orders

If an order was purchased using a discount code, promotional offer, bundle offer, or other promotion, the refund will be calculated according to the terms of that promotion and the applicable return policy.

A promotional discount may not be recoverable as a separate cash amount.

12. Gift Orders

Where an eligible gift order is returned, the refund may be issued to the original purchaser or original payment method, depending on the circumstances and applicable payment method.

13. Refunds and Consumer Rights

Nothing in this Refund Policy is intended to restrict any consumer right or remedy available under applicable Indian law.

Marrow Lane will comply with applicable consumer protection and e-commerce requirements. The Department of Consumer Affairs currently lists the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 among the applicable consumer-protection framework.

The Government has also notified the Consumer Protection (E-Commerce) Amendment Rules, 2026, which are scheduled to come into force on 1 January 2027.