Marlow Policies

Last Updated: August 15, 2026

These policies apply to purchases and use of Marlow-pets.com and the services offered by Marlow (“Marlow,” “we,” “us,” or “our”).

Contact Marlow

Questions about these policies, an order, a privacy request, a copyright notice, a refund, a replacement, or a reprint can be sent to:

Email: support@marlow-pets.com
Website: Marlow-pets.com

Share Feedback

We read everything. If something about your portrait, your order, or the website could be better — or if something delighted you — we want to hear it.

Email support@marlow-pets.com with the subject line “Feedback”. Feedback you send is handled as described in our Privacy Policy.

Privacy Policy

1. About This Policy

Marlow provides AI-assisted custom portrait creation and related digital and physical products.

This Privacy Policy explains what information we collect when you visit or use Marlow-pets.com, why we collect it, how it may be shared, how long we keep it, and the choices available to you.

By using our website or services, you acknowledge the practices described in this Privacy Policy.

2. Information We Collect

The information we collect depends on how you interact with Marlow.

Information You Provide

We may collect:

  • Your name and email address
  • Account login information, if you create an account
  • Photos and images you submit for portrait creation
  • Shipping and billing details needed to complete an order
  • Order information and purchase history
  • Messages, support requests, feedback, and other information you send to us
  • Marketing preferences and communications choices

Payment Information

Payments are processed through third-party payment providers such as Stripe.

Marlow does not intentionally store complete payment card numbers or card security codes on its own systems.

Information Collected Automatically

When you use our website, we may automatically receive information such as:

  • IP address
  • Browser and device information
  • General location derived from your IP address
  • Pages visited and actions taken on the website
  • Referral and advertising information
  • Session and cookie information
  • Technical and performance information
  • Inferences drawn from the above for analytics and advertising measurement

We may use cookies, pixels, and similar technologies for website functionality, analytics, marketing, and advertising measurement.

3. How We Use Your Information

We may use personal information to:

  • Create portraits from images you submit
  • Process and fulfill digital and physical orders
  • Process payments
  • Deliver digital products
  • Manufacture and ship physical products
  • Maintain customer accounts
  • Provide customer support
  • Send order confirmations and service-related communications
  • Prevent fraud, abuse, and unauthorized activity
  • Maintain and improve our website and services
  • Diagnose technical problems
  • Understand how customers use Marlow
  • Measure advertising performance
  • Personalize marketing where permitted
  • Send promotional communications when you have agreed to receive them
  • Display or promote generated portraits in Marlow marketing where permitted under Section 5 below
  • Comply with legal, accounting, tax, security, or regulatory requirements

We do not use your submitted photos for unrelated purposes simply because you uploaded them to Marlow.

4. Photo and Portrait Processing

Photos You Upload

Photos submitted to Marlow are used to provide the portrait-generation service you request.

Your submitted images may be transmitted to an AI service provider, including Google Gemini, so that the requested portrait can be generated.

We use commercial AI processing arrangements under which submitted images are not used to train that provider’s general models.

We retain the photographs you upload, and the portraits generated from them, for as long as we continue to offer the service. We keep them to provide and stand behind your order, to investigate quality, delivery, or payment disputes, to produce reprints, and to operate, evaluate, and improve the quality of our service. This is subject to your deletion requests, applicable legal requirements, and technical limitations.

We will only use your uploaded photograph to develop or train Marlow’s own image models where you have separately and expressly consented to that use. Without that consent, your photograph is used to create and stand behind your portrait and to operate and improve the service, not to train our models.

Biometric Information

Marlow does not collect, capture, generate, store, use, or sell biometric identifiers or biometric information, including scans of face or hand geometry, faceprints, voiceprints, or retina or iris scans.

Our service produces an artistic image. It does not perform facial recognition, facial identification, facial matching, emotion recognition, biometric categorisation, or any comparison of a submitted image against any database of individuals. No template, embedding, or measurement capable of identifying a specific individual is derived from your images or retained by Marlow.

Generated Portraits

Generated portrait files are stored so that you can preview, purchase, download, or order products using them.

Generated portraits, and the production artwork associated with any order, are retained for as long as we continue to offer the service — whether or not a purchase is made — so that we can support fulfilment, continued download access, and reprint requests, and evaluate and improve the quality of our work. This is subject to your deletion requests, account status, legal requirements, and technical limitations.

We do not promise permanent online storage of any image or portrait, and account access is not an archival storage service. Customers should download and safely retain copies of purchased digital artwork they wish to keep.

5. Use of Portraits in Marlow Marketing

Marlow may display finished portraits in its own marketing, including on our website, in social media posts, in email campaigns, and in paid advertising.

By placing an order, you grant Marlow a non-exclusive, royalty-free licence to reproduce, display, and distribute the generated portrait associated with your order for Marlow’s own promotional purposes.

This licence is limited:

  • It covers the generated artwork only. It does not cover your original uploaded photograph.
  • It does not permit us to identify you by name, publish your contact details, or suggest that you endorse Marlow, unless you separately agree.
  • It ends if you ask us to stop.

You can opt out at any time, before or after your order, by emailing us at the address in the Contact section. We will stop using your portrait in new marketing within a reasonable period. We may be unable to recall material already printed, distributed, cached by third-party platforms, or delivered in advertising campaigns that have already run.

6. Services That Help Us Operate Marlow

We use third-party companies to provide parts of our service. Depending on how you use Marlow, these may include:

AI processing providers, including Google Gemini, to create portraits from submitted images.

Payment processors, including Stripe, to securely process transactions.

Print and fulfillment providers to manufacture, package, and ship physical products.

Hosting and cloud service providers to operate our website and store information needed to provide the service.

Email and customer communication providers, which may include Klaviyo, to send transactional or marketing communications.

Advertising and analytics providers, which may include Meta, to understand website activity, measure advertising performance, and support advertising campaigns.

These providers receive only the information reasonably necessary for the functions they perform on our behalf or as otherwise described when the information is collected.

Third-party services operate under their own terms and privacy practices.

7. Cookies, Analytics, and Advertising

Marlow uses cookies and similar technologies to operate and improve the website.

These technologies may be used for:

  • Keeping you signed in
  • Maintaining website and cart functionality
  • Remembering preferences
  • Measuring website performance
  • Understanding visitor behavior
  • Measuring purchases and advertising campaigns
  • Supporting marketing and advertising

Some cookies are strictly necessary for the website to function and cannot be switched off.

Analytics and advertising cookies, including advertising pixels operated by Meta, are non-essential. Where your location requires consent for these technologies, they are not set until you consent through our cookie banner.

You can change your cookie choices at any time using the Cookie Preferences link in our website footer. You can also use your browser settings to block or remove cookies, although doing so may affect website functionality.

We honour the Global Privacy Control (GPC) signal. Where your browser transmits a GPC signal, we treat it as a request to opt out of the sale or sharing of personal information for cross-context behavioural advertising.

8. Marketing Communications

If you choose to receive marketing from Marlow, we may send you information about products, promotions, new styles, offers, or other updates.

You may unsubscribe from promotional emails at any time using the unsubscribe option contained in the message.

Unsubscribing from marketing does not prevent us from sending communications required to fulfill or administer an order, account, or customer-service request.

9. Legal Bases for Processing

Where data protection law requires us to identify a legal basis for processing personal information, our processing may rely on:

Performance of a contract: where information is needed to create your portrait, process an order, accept payment, deliver a product, or provide requested support.

Consent: where you have consented to marketing communications, certain cookies, use of your portrait in our marketing, or other optional processing.

Legitimate interests: where processing is reasonably necessary for purposes such as fraud prevention, website security, service improvement, customer support, and business administration, provided those interests are not overridden by your rights.

Legal obligations: where information must be processed or retained to meet applicable legal, regulatory, tax, accounting, or compliance obligations.

10. When We Share Information

We do not sell your photographs, your portraits, or your contact information for money, and we do not operate a marketplace for customer information.

We do use advertising and analytics technologies, including the Meta pixel, that transmit information about your activity on our website to advertising platforms for the purpose of measuring and targeting advertising. Under some privacy laws, including California law, that activity is treated as a “sale” or “sharing” of personal information. You can opt out as described in Section 7 and Section 13.

We may also disclose information:

  • To providers that help us operate Marlow
  • To payment processors
  • To AI processing providers
  • To production and shipping partners
  • To professional advisers such as accountants, insurers, or legal advisers where reasonably necessary
  • To comply with valid legal obligations or government requests
  • To investigate fraud, misuse, security incidents, or violations of our terms
  • In connection with a merger, acquisition, financing, sale, restructuring, or transfer of all or part of our business

Where required by law, we take appropriate measures relating to the handling and transfer of personal information.

11. International Processing

Marlow and the companies that support our services may process information in countries other than the country where you live, including the United States.

Where applicable privacy law requires safeguards for an international transfer of personal information, we or our service providers may use recognized contractual or other lawful transfer mechanisms.

12. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing our services, administering customer accounts and orders, resolving disputes, preventing fraud, and satisfying legal or accounting obligations.

Indicative retention periods:

  • Uploaded photographs and the portraits generated from them: retained while we continue to offer the service, to provide and support orders, produce reprints, and evaluate and improve service quality — subject to your deletion requests, legal requirements, and technical limitations.
  • Production artwork associated with an order: retained while we continue to offer the service, to support downloads and reprints.
  • Order, transaction, and tax records: retained for the period required by applicable tax and accounting law.
  • Marketing contact details: retained until you unsubscribe or ask us to delete them.
  • Website analytics and advertising data: retained according to the settings of the relevant provider.

Deleting an account or requesting deletion does not necessarily require immediate deletion of information that we are permitted or required to retain for legal, fraud-prevention, accounting, dispute-resolution, or other legitimate purposes.

13. Your Privacy Choices and Rights

Depending on where you live and the laws that apply to Marlow, you may have rights concerning your personal information.

These may include the ability to:

  • Request access to personal information we hold about you
  • Request correction of inaccurate information
  • Request deletion of certain information
  • Receive certain information in a portable format
  • Object to or restrict certain processing
  • Withdraw consent where processing depends on consent
  • Opt out of certain targeted advertising, sale, or sharing activities where applicable
  • Unsubscribe from marketing communications
  • Lodge a complaint with an appropriate data protection authority

These rights are not absolute and may be subject to legal exceptions.

To make a privacy request, contact us using the details in the Contact section below. We may need to verify your identity before completing certain requests.

California Privacy Choices

Where California privacy law applies to Marlow, California residents may have additional rights concerning access, correction, deletion, and certain uses or disclosures of personal information.

As described in Section 10, our use of advertising technologies may constitute a “sale” or “sharing” of personal information under California law. You may opt out by:

  • Using the Your Privacy Choices link in our website footer
  • Using the Cookie Preferences link in our website footer
  • Enabling a Global Privacy Control signal in your browser
  • Emailing us using the details in the Contact section

We will not unlawfully discriminate against you for exercising applicable privacy rights.

14. Security

We use reasonable administrative, organizational, and technical measures designed to protect personal information against unauthorized access, alteration, misuse, loss, or disclosure.

No internet transmission or storage system is completely secure, and we cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of any account password and for notifying us if you believe your account has been accessed without authorization.

15. Children’s Privacy

Marlow is not intended for children. Purchases may only be made by adults aged 18 or over, as set out in the Terms of Service.

We do not knowingly collect personal information from children under 16. If we learn that personal information was submitted by a child under 16 without appropriate authorization, we will delete it.

If you believe a child has provided personal information to Marlow, please contact us.

16. Accessibility

We aim to make Marlow-pets.com usable by as many people as possible, including people using assistive technology.

If you encounter a barrier using our website, or need help completing an order in another way, contact us and we will try to assist and to address the issue.

17. Changes to This Privacy Policy

We may update this Privacy Policy as our services, technology, or legal obligations change.

When we make changes, we will update the “Last Updated” date. If a change materially affects how we handle personal information, we may provide additional notice where appropriate.

Terms of Service

1. Using Marlow

These Terms govern your access to and use of Marlow-pets.com and Marlow’s portrait-generation, digital-download, printing, framing, fulfillment, and related services.

By placing an order or using the service, you agree to these Terms.

These Terms include an agreement to resolve disputes by individual arbitration and a waiver of class actions in Section 24, subject to the opt-out described in that section and to any contrary requirement of the law applicable to you.

If you do not agree, do not use the service.

2. What Marlow Provides

Marlow allows customers to submit photographs and use AI-assisted technology to create custom artwork.

Depending on the products available at the time of purchase, customers may be able to:

  • Generate portrait concepts
  • Purchase digital portrait files
  • Purchase printed posters or canvases
  • Select framing or other physical product options

Available products, sizes, styles, features, and prices may change.

The product details and price displayed when you place your order form part of your purchase.

3. Your Photos and Content

You remain responsible for all photographs and other material you submit to Marlow.

You may only upload content that:

  • You own; or
  • You have the necessary permission or legal right to use.

You must not submit content that:

  • Violates another person’s intellectual-property, privacy, publicity, or other rights
  • Is illegal or submitted for an illegal purpose
  • Contains material you are not authorized to provide
  • Is intended to abuse, exploit, threaten, or unlawfully harm another person
  • Attempts to interfere with, exploit, reverse-engineer, or misuse our service or systems

You retain your rights in the original photographs you submit.

By submitting content, you give Marlow a limited license to process, reproduce, transmit, resize, modify, and otherwise handle that content as reasonably necessary to provide the service you requested.

Separately, by placing an order you grant Marlow a licence to use the finished portrait in its own marketing, as described in Section 5 of our Privacy Policy. That licence does not cover your original photograph, does not identify you, and can be ended at any time by emailing us.

4. Photographs Containing People

Marlow is designed for portraits of pets.

If a photograph contains an identifiable person, you are responsible for ensuring that you have the necessary permission to submit and process that person’s image.

If an identifiable person is under 18, you must have permission from their parent or legal guardian before submitting the image.

Do not submit another person’s photograph if you do not have the right to use it.

Marlow does not perform facial recognition or identification and does not collect or store biometric identifiers, as described in the Privacy Policy.

5. AI Processing and Content Transparency

Marlow uses third-party AI technology, which may include Google Gemini, to assist in creating portrait artwork.

By requesting portrait generation, you authorize Marlow to transmit the images and instructions necessary to the relevant AI provider for that purpose.

Portrait files produced by Marlow are artificially generated or manipulated content and may carry embedded metadata or other provenance information identifying them as such. You agree not to remove, alter, or obscure that information.

AI-generated artwork is interpretive by nature. The finished result may differ from the source photograph in details including:

  • Facial or pet features
  • Fur or hair
  • Coloring
  • Background details
  • Accessories
  • Proportions
  • Lighting
  • Artistic interpretation

A generated portrait is not a promise of photographic accuracy.

You should review available previews carefully before purchasing.

6. Content Review and Refusal

Marlow may refuse to process, remove, or cancel content or requests that we reasonably believe are illegal, harmful, infringing, abusive, fraudulent, or inconsistent with these Terms.

We are not required to manually review every image submitted to the service.

7. Rights in Generated Artwork

Your original uploaded photographs remain yours or the property of their applicable rights holder.

Subject to these Terms and payment of the applicable purchase price, you may use the portrait delivered to you for personal, non-commercial purposes.

Unless Marlow expressly agrees otherwise in writing, you may not resell, commercially redistribute, sublicense, or offer generated Marlow artwork as a standalone commercial product. This restriction is contractual and applies regardless of whether any copyright subsists in the generated image.

Nothing in these Terms transfers ownership of Marlow’s website, branding, software, prompts, templates, processes, interfaces, or other proprietary materials to you.

8. Intellectual Property Concerns and Copyright Complaints

Marlow respects third-party intellectual-property rights.

If you believe content used through our service infringes a copyright you own or control, send a notice to our designated agent at the email address in the Contact section, with the subject line “DMCA Notice,” including:

  • Your physical or electronic signature
  • Identification of the copyrighted work claimed to be infringed
  • Identification of the material claimed to be infringing and information reasonably sufficient to locate it
  • Your contact details
  • A statement that you have a good-faith belief the use is not authorized by the rights holder, its agent, or the law
  • A statement, under penalty of perjury, that the information in the notice is accurate and that you are authorized to act on behalf of the rights holder

We may remove or restrict content where we reasonably determine that doing so is appropriate, and we may terminate the accounts of repeat infringers. If your material was removed, you may submit a counter-notice containing the information required by applicable law.

9. Accounts

Where account functionality is available, you are responsible for:

  • Providing accurate account information
  • Protecting your password and login details
  • Activities carried out through your account
  • Informing us promptly of suspected unauthorized access

You may also be able to make purchases without creating an account.

10. Age Requirement

You must be at least 18 years old, and otherwise legally capable of entering into a binding contract, to purchase from Marlow.

By using the service, you represent that you satisfy this requirement. We do not knowingly permit purchases by minors and may cancel any order we reasonably believe was placed by a minor.

11. Orders and Payment

Prices are displayed before you complete your purchase.

You agree to pay the price, shipping charge, taxes, and other charges shown to you at checkout.

Payment is processed through our payment provider.

An order is not guaranteed to be accepted merely because payment information has been submitted. We may cancel or reject an order where reasonably necessary because of suspected fraud, technical problems, pricing errors, unavailable products, prohibited content, or circumstances preventing fulfillment.

If we cancel an order after payment has been collected and no product has been supplied, we will refund the applicable amount.

12. Cancelling or Changing an Order

Physical products are made to order, so there is a short window in which changes are possible.

If you need to cancel a physical-product order, change the artwork, or correct a delivery address, contact us as soon as possible.

We can cancel or amend an order only before it has been sent to production. Orders are sent to our production partner shortly after purchase, sometimes within minutes, so this window can be very short and we cannot guarantee that any particular request will arrive in time.

If we receive your request before production starts, we will cancel and refund in full or make the change. If production has already started, we may not be able to cancel or amend the order. See the Refund and Replacement Policy for what happens after that point.

Digital products are treated as supplied immediately on delivery and are addressed in Section 13.

Nothing in this section limits rights you may have under applicable consumer law.

13. Digital Products

Digital portrait files are delivered electronically.

Because digital products can generally be accessed or downloaded immediately after purchase, digital purchases are final except where:

  • The file cannot be delivered because of a technical problem we are responsible for
  • The delivered file materially differs from the product purchased
  • We choose to provide a regeneration or refund
  • Applicable law requires another remedy

Where the law applicable to you provides a statutory right of withdrawal or cancellation for digital content, you will be asked at checkout to expressly request immediate delivery and to acknowledge that doing so causes you to lose that right once delivery begins.

Download links provided to customers who purchase without an account remain valid for 30 days from delivery. Customers with an account can access purchased downloads while the account remains active, subject to Section 15.

You are responsible for downloading and safely storing copies of digital products you purchase.

14. Physical Products

Physical prints are custom-made using the artwork associated with your order.

Variations may occur between digital displays and printed products because of differences in monitors, print processes, materials, sizing, cropping, and color reproduction.

Minor production variations that do not amount to a defect are not necessarily grounds for a refund.

Damage, defects, incorrect products, and other fulfillment problems are handled under our Refund Policy below.

15. Availability of Stored Artwork

Account access and stored portrait availability are conveniences provided as part of the service and are not permanent archival-storage services.

We retain the production artwork associated with purchased orders for as long as we continue to offer the service, so that downloads and reprints remain possible. This is not an archival guarantee against technical failure, and you should still keep your own copy of purchased digital artwork.

We may change storage systems, retention periods, account features, or download availability over time.

16. Service Availability

We work to keep Marlow available and functioning properly, but uninterrupted availability is not guaranteed.

We may temporarily restrict or suspend parts of the service for maintenance, security, updates, provider interruptions, technical problems, or other operational reasons.

17. Suspension or Termination

We may restrict, suspend, or terminate access to Marlow if we reasonably believe that a user:

  • Has materially violated these Terms
  • Has used the service unlawfully or fraudulently
  • Has attempted to compromise the security or operation of the service
  • Has repeatedly abused refund, payment, account, or content systems
  • Creates a material risk to Marlow, our providers, customers, or third parties

Where reasonable, we may provide notice or an opportunity to correct the issue.

Termination does not eliminate obligations arising from purchases or conduct that occurred before termination.

18. Disclaimer

To the maximum extent permitted by applicable law, Marlow and its services are provided on an “as is” and “as available” basis, without warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

AI-generated artwork involves creative interpretation, and we do not guarantee that generated results will perfectly reproduce every characteristic of the source photograph or satisfy every subjective artistic preference.

Nothing in these Terms excludes warranties or consumer rights that cannot legally be excluded.

19. Limitation of Liability

To the fullest extent permitted by applicable law, Marlow will not be liable for indirect, incidental, special, exemplary, or consequential losses arising from use of the service.

Where liability can lawfully be limited, Marlow’s aggregate liability arising from a particular order will not exceed the amount you paid to Marlow for that order.

These limitations do not apply where applicable law prohibits such a limitation, and nothing in these Terms limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be limited.

20. Indemnification

To the extent permitted by law, you agree to indemnify and hold Marlow and its officers, employees, contractors, and agents harmless from third-party claims, losses, liabilities, and reasonable costs arising from:

  • Content you submit
  • Your material violation of these Terms
  • Your violation of another person’s intellectual-property, privacy, publicity, or other legal rights
  • Your unauthorized or unlawful use of the service

This section does not require indemnification to the extent a claim was caused by Marlow’s own unlawful conduct.

21. Electronic Communications and Notices

By using Marlow, you consent to receive communications from us electronically, including by email and by notices posted on our website. You agree that electronic communications satisfy any legal requirement that a communication be in writing.

Notices to you will be sent to the email address associated with your order or account. Notices to us should be sent to the email address in the Contact section.

22. Changes to These Terms

We may update these Terms from time to time.

Changes apply prospectively from the effective date of the updated Terms unless applicable law requires otherwise.

For material changes, we may provide additional notice where appropriate.

23. Governing Law

To the extent permitted by applicable law, these Terms are governed by the laws of the State of Wyoming, United States, without regard to conflict-of-law principles.

Where a dispute is permitted to be subject to an exclusive forum, the state or federal courts with jurisdiction in or over Sheridan County, Wyoming will have jurisdiction.

Nothing in this section deprives a consumer of protections or rights that cannot lawfully be waived under the law applicable to that consumer.

24. Dispute Resolution, Arbitration, and Class Waiver

Please read this section carefully. It affects how disputes with Marlow are resolved.

Informal resolution first

Most issues can be sorted out quickly. Before starting a formal proceeding, you agree to contact us by email and describe the problem and the outcome you want, and to allow us 30 days to try to resolve it. We will do the same before bringing a claim against you.

Individual arbitration

If we cannot resolve a dispute informally, you and Marlow agree that any dispute arising out of or relating to these Terms or the service will be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, rather than in court. The arbitrator’s decision may be entered as a judgment in any court of competent jurisdiction.

Exceptions

Either party may bring an individual claim in small-claims court, and either party may seek injunctive relief in court to protect intellectual-property rights or prevent unauthorized access to the service.

Class-action waiver

You and Marlow agree that claims may be brought only in an individual capacity, and not as a plaintiff or class member in any class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate claims or preside over any form of representative proceeding. If this waiver is found unenforceable as to a particular claim, that claim will proceed in court and the remainder of this section will continue to apply.

Your right to opt out

You may opt out of this arbitration agreement by emailing us within 30 days of your first purchase, with the subject line “Arbitration Opt-Out” and your name and order number. Opting out will not affect any other part of these Terms or your use of the service.

Where this section does not apply

This section does not apply where the law applicable to you prohibits pre-dispute arbitration agreements or class-action waivers in consumer contracts, including for consumers in the United Kingdom and the European Economic Area, who may bring proceedings in their local courts and use any applicable alternative dispute resolution scheme.

25. General

Severability. If any provision of these Terms is held unenforceable, that provision will be modified to the minimum extent necessary or severed, and the remaining provisions will continue in full force.

No waiver. Our failure to enforce a provision is not a waiver of our right to enforce it later.

Assignment. You may not assign or transfer these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, financing, restructuring, or sale of all or part of our business.

Force majeure. We are not liable for failure or delay in performance caused by events beyond our reasonable control, including natural events, utility or network failures, supplier or carrier failure, labour disputes, government action, or public-health events.

Survival. Sections concerning rights in generated artwork, disclaimers, limitation of liability, indemnification, governing law, dispute resolution, and this General section survive termination.

Entire agreement. These Terms, together with the policies referenced in them and the order details shown at checkout, form the entire agreement between you and Marlow regarding the service.

No third-party beneficiaries. These Terms do not create rights for anyone other than you and Marlow.

Refund and Replacement Policy

1. Our Approach

Marlow creates personalized artwork and made-to-order products.

If something has gone wrong with your order, our goal is to resolve genuine production, delivery, or technical issues fairly and promptly.

This policy explains Marlow’s standard commercial refund and replacement terms. It does not limit consumer rights that cannot legally be excluded or restricted.

2. Digital Portraits

Because digital portraits are delivered electronically and cannot meaningfully be returned once supplied, digital purchases are generally final.

Please review your available preview before purchasing.

A refund is not normally provided because of:

  • A change of mind after purchase
  • A subjective preference regarding an artistic detail visible in the preview
  • Failure to download or save the file after it has been made available
  • Accidental purchase where the product was correctly delivered

If your digital product has a significant technical or generation issue, for example the purchased file is corrupted, unavailable because of a Marlow technical problem, or materially different from the product shown at purchase, contact us.

Depending on the circumstances, we may provide:

  • A corrected file
  • A regenerated portrait
  • A replacement
  • A refund

We normally retain your original photograph, so we can usually regenerate from it; in the rare case it is unavailable we may ask you to resubmit it, and if you cannot supply it we will offer another available remedy.

The appropriate remedy will depend on the issue and any rights available under applicable law.

3. Cancelling Before Production

If you need to cancel a physical-product order, contact us immediately, as described in Section 12 of the Terms of Service. If your order has not yet been sent to production, we will cancel it and refund in full. Orders move to production quickly, so we cannot promise that a cancellation request will arrive in time.

4. Physical Prints

If your physical product arrives damaged, defective, incorrectly produced, or materially different from the product you ordered, contact Marlow within 14 days of delivery under our standard replacement program.

Please include:

  • Your order number
  • A description of the problem
  • Clear photographs showing the issue where relevant
  • Any other information reasonably needed to investigate the claim

For an eligible claim, we may provide a replacement or refund.

If an item is defective or damaged when delivered, Marlow will not require you to pay return shipping as a condition of receiving the standard remedy where doing so would conflict with applicable law.

We may ask you to retain, return, photograph, or safely dispose of a defective item depending on the circumstances.

5. Change-of-Mind Returns

Marlow physical products are made specifically for the customer using customized artwork.

Because they are personalized and made to order, we generally do not accept physical-product returns or cancellations solely because you changed your mind after production has begun.

This does not affect rights you may have under applicable law.

6. Problems Reported After 14 Days

Marlow’s standard damage and quality claim period is 14 days from delivery.

If you discover a problem after that period, contact us and we will review the circumstances.

For eligible physical prints, our Reprint Program may also provide an option after the standard 14-day replacement period.

The 14-day Marlow claim period does not override any longer statutory right or legal guarantee that applies to your purchase.

7. Customer-Caused Damage

Our standard refund and replacement policy does not cover damage caused after delivery by:

  • Accidents
  • Improper storage
  • Mishandling
  • Exposure to unsuitable conditions
  • Modification of the product
  • Normal wear over time

Some of these situations may instead qualify under the Reprint Program.

8. Refund Processing

Once Marlow approves a refund, we generally submit it to the original payment method within 5-7 business days.

Your bank, card issuer, or payment provider may take additional time to display the refund.

If a return is required before a refund is issued, processing may begin after the returned item has been received or appropriate evidence of return has been provided.

Reprint Promise

1. The Guarantee

Eligible physical Marlow prints purchased directly from us are covered by our Reprint Program.

The program is designed to make it easier to replace a print after the initial refund and replacement period has ended.

In summary: it is a paid reprint program, not a refund program. A processing and shipping fee applies, and each customer may receive a maximum of two reprints. These conditions are also shown on our product pages.

2. How Long It Runs

The Reprint Program is available for as long as Marlow continues to operate and to offer it. It is not a promise of unlimited reprints, a promise that any particular product, size, style, or material will remain available, or a commitment that extends beyond the life of the business.

We may change or withdraw the program. Any reprint request already approved before a change will be honoured on the terms quoted to you.

3. What May Qualify

Subject to the conditions below, a reprint may be requested because of:

  • Fading
  • Tears
  • Spills
  • Scuffs
  • Accidental damage
  • Loss of the original print
  • A desire for a fresh copy of the same artwork

The replacement must reproduce the existing purchased artwork. Requests to create different artwork, change the subject, select a new artistic style, or materially redesign the portrait are treated as a new purchase.

4. Reprint Fee

Reprints are not free.

A processing and shipping fee applies to each approved reprint.

The amount depends on factors such as the product type, size, framing, production cost, and delivery destination. The applicable fee will be disclosed to you before you authorize the reprint.

Marlow may update reprint fees as production, materials, and delivery costs change.

5. Fair Use

Each customer may receive a maximum of two reprints across all of their eligible Marlow orders. For this purpose, a customer is identified by the email address used to place the original order.

Reprints provided free of charge under the initial 14-day damaged or defective product policy do not count toward this reprint limit.

6. What Is Not Included

The Reprint Program does not cover:

  • Digital-only purchases
  • Requests for new artwork
  • Changes to the portrait subject
  • Changes to the artistic style
  • Product upgrades unless the applicable upgrade cost is paid
  • Orders originally purchased from an unrelated third-party seller
  • Fraudulent or abusive claims
  • Requests exceeding the reprint limit

7. Artwork Availability

We retain the production artwork associated with purchased orders for as long as we continue to offer the service, and a reprint is produced from that file. You do not need to keep your own copy in order to request a reprint.

This is not a promise of permanent cloud storage or of continued online account access to your artwork, and files can be lost through technical failure. In the unlikely event that the production file is unavailable, we may ask you to provide your downloaded artwork or another suitable copy before a reprint can be produced.

Reprints reproduce the artwork as originally purchased. We do not regenerate the portrait from your photograph, and your original photograph is not retained for that purpose.

8. Requesting a Reprint

To request a reprint, contact Marlow with:

  • Your original order number, if available
  • The artwork or product concerned
  • Your current shipping address
  • Any information reasonably needed to locate or verify the original purchase

If the request qualifies, we will tell you the applicable processing and shipping fee and the expected production schedule before proceeding.

Shipping Policy

1. Where We Ship

Marlow ships physical products to supported destinations shown during checkout.

Available destinations may change based on our production partners, carriers, product availability, and delivery capabilities.

If checkout allows you to enter and confirm delivery to your address, that destination is generally supported for the selected product at that time.

Digital products do not require physical shipping.

2. Shipping Charges

Any shipping charge that applies to your order will be displayed before you complete payment.

Shipping prices may vary depending on:

  • Product type
  • Size
  • Framing
  • Delivery destination
  • Fulfillment location
  • Carrier availability

A shipping rate shown for one product or destination does not guarantee the same rate for future orders.

3. Production Time

Physical Marlow products are made to order.

The estimated production or fulfillment period displayed when you order is an estimate rather than a guaranteed completion date.

Production may take longer during busy periods or when an order requires additional quality checks, replacement production, specialized framing, or other processing.

4. Delivery Estimates

Delivery estimates begin after the product has been produced and transferred to the shipping carrier.

Any delivery date or timeframe shown by Marlow or a carrier is an estimate unless we expressly state otherwise.

Delivery may be affected by circumstances outside our reasonable control, including:

  • Carrier delays
  • Weather
  • Customs processing
  • Public holidays
  • Incorrect or incomplete addresses
  • Local delivery disruptions
  • High-volume periods
  • Events affecting transportation or fulfillment networks

Marlow is not responsible for unavoidable carrier delays, but we will reasonably assist customers with qualifying delivery problems.

5. Tracking

Where tracking is available for a shipment, tracking information will normally be provided after the carrier accepts the package.

Carrier tracking systems are operated by third parties, and tracking information may occasionally be delayed or incomplete.

6. Shipping Addresses

You are responsible for providing an accurate and complete delivery address.

If you notice an address error, contact us immediately. We can only correct an address before the order is sent to production, as described in Section 12 of the Terms of Service.

Once an order has entered production or been transferred to a carrier, we may not be able to change the destination.

Additional charges resulting from an incorrect customer-provided address, refused delivery, or unsuccessful delivery attempt may be the customer’s responsibility unless applicable law requires otherwise.

7. Customs and Import Charges

International shipments may be subject to customs processing, duties, taxes, or import charges depending on the destination.

Where these charges are not collected during checkout, the recipient may be responsible for them.

Customs processing may also affect estimated delivery times.

8. Lost, Damaged, or Incorrect Shipments

If a package is lost, arrives damaged, or contains the wrong product, contact Marlow promptly.

We may ask for:

  • Your order number
  • Photographs
  • Confirmation of the shipping address
  • Carrier information
  • Other information reasonably needed to investigate the issue

Where appropriate, we will work with the carrier or fulfillment partner and arrange a replacement or other available remedy.

Damage or quality issues reported within 14 days of delivery are handled under the Refund and Replacement Policy.

Your Privacy Choices

You have choices about how your personal information is used. This is a summary — the full detail is in Section 13 of our Privacy Policy.

Depending on where you live, you may be able to request access to, correction of, or deletion of your personal information; object to or restrict certain processing; withdraw consent; and opt out of certain targeted advertising, sale, or sharing of personal information.

Opt out of sale or sharing for advertising

Our use of advertising technologies, including the Meta pixel, may be treated as a “sale” or “sharing” of personal information under California law. You can opt out by:

We will not unlawfully discriminate against you for exercising these rights. We may need to verify your identity before completing certain requests.