Last updated: 19 August 2026
This Refund Policy explains when and how Marble Pantry issues refunds. It works alongside our Returns & Exchanges policy, which explains how to physically send an item back.
When you are entitled to a refund
- Change of mind. Request a return within 30 days of delivery. Once the item arrives back with us unused and in its original packaging, we refund the item price in full.
- Damaged, faulty or incorrect item. Send us a photo within 7 days of delivery. We refund you in full, including original shipping, or send a replacement. You do not need to return the item and you do not pay return postage.
- Item never arrived. If tracking shows no movement for 15 business days after dispatch, or a parcel is marked delivered but you did not receive it, contact us within 7 days. We refund or reship at our cost after a carrier investigation.
- Order cancelled before dispatch. Cancel within 12 hours of ordering and we refund 100% of what you paid, including shipping.
How refunds are issued
Refunds always go back to the original payment method used at checkout. We cannot refund to a different card, a different account, store credit, or by bank transfer, because the payment processor requires the reversal to follow the original transaction.
Refund timing
| Stage | Timeframe |
|---|---|
| We inspect the returned item | Within 2 business days of it arriving |
| We issue the refund | Within 3 business days of approval |
| Your bank posts the funds | Typically 3–5 business days after that |
You will receive an automatic email confirmation the moment the refund is issued. If more than 10 business days have passed since that email and you still cannot see the money, contact your bank first, then contact us.
Shipping costs
- Original shipping charges are refunded when the fault is ours (damaged, faulty, incorrect or undelivered items) and when you cancel before dispatch.
- Original shipping charges are not refunded on change-of-mind returns.
- Return postage on change-of-mind returns is paid by you. We do not charge a restocking fee.
Partial refunds
We may issue a partial refund where an item is returned outside the 30-day window by agreement, or where an item comes back with obvious signs of use, missing pieces, or damage that was not caused by us or the carrier. We will always contact you before issuing a partial refund rather than doing it silently.
Non-refundable
- Gift cards
- Items marked final sale at the time of purchase
- Used food-contact items that have been washed or filled, for hygiene reasons
- Items returned without a return request being approved first
Sale items
Discounted and sale items are refundable on the same terms as full-price items. The refund is for the amount actually paid, not the full retail price.
Late or missing refunds
If your refund confirmation email has arrived but the money has not, the delay is almost always at the bank rather than with us. Check your account statement, then contact your card issuer. If they confirm nothing is pending, email us with your order number and we will provide the processor reference.
Chargebacks
If something has gone wrong, please contact us before filing a chargeback. We can almost always resolve it faster than your bank can, and a chargeback freezes the order for weeks while it is investigated.
Contact us
Marble Pantry — a brand of Scale Media LLC
1621 Central Ave, Cheyenne, WY 82001, United States
Email: support@marblepantry.com
Phone: +1 (332) 248-3264
Support hours: Monday to Friday, 9:00am–5:00pm ET. We reply within one business day.