Refund policy

At Intention, every product is made to order, printed just for you, with intention. We want you to love what you receive. If something isn't right, we'll make it right.

This policy covers all markets we ship to. Nothing in it limits your statutory rights. It adds to them.

Your right of withdrawal (EU & UK)

If you are a consumer in the EU or the UK, you have the right to withdraw from your purchase within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason. This applies to all our products.

To exercise the right, tell us before the 14 days expire, through our Return Portal, by email to returns@intentioncph.com, or using the model withdrawal form below. Where an item needs to be sent back, send it within 14 days of telling us.

We refund the price of the item plus the cheapest standard delivery we offered for your order, using your original payment method, within 14 days of your withdrawal. We may hold the refund until we have received the item back or you have provided proof of sending it. You may inspect the item as you would in a shop; if its value is diminished by handling beyond that, we may deduct the diminished value from the refund.

Model withdrawal form (only use if you wish; the Return Portal is faster): "To Intention ApS, Købmagergade 61A, 1150 København K, Denmark, returns@intentioncph.com. I hereby give notice that I withdraw from my contract of sale of the following goods: [item], ordered on [date] / received on [date]. Name, address, date, signature (if on paper)."

Return shipping: who pays

  • Apparel, Tote Bags & Accessories: your first return on an order is free, and we provide a prepaid label. Any further returns are at your cost.
  • The Intention Archives (restocked pieces): returns are at your cost. There are no free return labels on restocked pieces. This is stated on every Archive product page before purchase.
  • Wall Art (framed prints): in the United States, your first return on an order is free and we provide a prepaid label. In the EU and UK, if you change your mind, return postage is at your cost and the return flow gives you the address before you ship anything. Damaged, defective or incorrect prints are always on us in every market, with nothing to send back.
  • Phone Cases: in the United States, your first return on an order is free and we provide a prepaid label. In the EU and UK, returns are at your cost; the return flow provides the address.
  • Damaged, defective or incorrect items (any category): always on us. See the Satisfaction Guarantee below.

Our Satisfaction Guarantee, on top of your statutory rights

If your order arrives damaged, defective, or incorrect, contact us within 30 days of delivery with a photo. We'll ship a free replacement or issue a full refund, and you don't need to return the item. Keep it, gift it, or recycle it.

This guarantee adds to your legal rights and never replaces them, including the right of withdrawal above and the legal guarantee below.

Your 2-year legal guarantee (EU & UK)

Under EU and Danish law you have a 2-year legal guarantee covering faults that existed at delivery, for example a print that peels or seams that fail under normal use. This applies to all products, including apparel. It does not cover normal wear and tear or damage from incorrect care. If a fault appears, contact us and we will repair, replace, or refund as the law provides. The 30-day window above is our free-replacement promise, and it never shortens this legal guarantee.

Returns by product category

Apparel (T-shirts, Hoodies, Sweatshirts, Long Sleeves), Tote Bags & Accessories

  • EU & UK: 14-day return window from delivery; first return label free.
  • United States: 30-day return window from delivery; first return label free.
  • Please return items in the condition you'd expect to find them in a shop. You may try a piece on; if it has been used or washed beyond that, we may deduct the diminished value from your refund.
  • We don't offer direct exchanges. Return for a refund and place a new order.
  • Refunds are processed within 14 days of your withdrawal (typically 5 to 10 business days after we receive the item).

Sizing tip: use the "Find My Size" guide on each product page. It helps you find a near-perfect fit and avoid unnecessary returns.

Wall Art (Framed Prints)

If the print arrives damaged, defective or incorrect: tell us within 30 days of delivery and add a photo in the Return Portal. We ship a free replacement or refund you in full, and you never send the print back. Keep it, gift it, or recycle it.

If you change your mind (EU & UK): your 14-day right of withdrawal applies. Register it in the Return Portal within 14 days of delivery and the portal will tell you where to send the print. Return postage is at your cost. We refund within 14 days of receiving the print back, or of your proof of sending it.

If you change your mind (United States): you have 30 days from delivery. Write to returns@intentioncph.com and we will register your return and send you a prepaid label with the US return address. Your first return on an order is free; any further returns on the same order are at your cost.

Framed prints are fragile and rarely survive a second journey. Sometimes we decide a return is not worth the risk and tell you to keep the print anyway. That is our call, made when you register the return, and not something to count on before you order.

Phone Cases

Your right of withdrawal applies; phone cases should be sent back and refunded once received. In the United States your first return on an order is free and we send a prepaid label; in the EU and UK return postage is at your cost. Damaged, defective or incorrect cases fall under the Satisfaction Guarantee: free replacement or refund, no return needed.

The Intention Archives (restocked pieces)

  • Archive pieces are previously ordered items, returned to us, checked by hand and restocked. Each exists once, in one size and one colour, at a reduced price.
  • EU & UK: the 14-day right of withdrawal applies as described above. Return shipping is at your cost. There are no free return labels on restocked pieces.
  • United States: Archive pieces are final sale, with no returns or exchanges, except for the Satisfaction Guarantee (damaged, defective, or incorrect items), which always applies.

How to start a return

All returns and claims go through our Return Portal. Select your order, choose a reason, upload photos if needed, and receive your label or resolution.

→ Start a Return, the portal gives you the right return address for your country.
United States: write to returns@intentioncph.com and we will register your return.
Other regions: contact support@intentioncph.com and we'll arrange a resolution case by case.

Important details

Refund method: original payment method. Allow 5 to 10 business days for the refund to appear after processing.

Sale items: items bought on sale or with a discount code follow the same policy as full-price items. Archive pieces follow the Archives terms above.

Gift orders: store credit to the recipient, or a refund to the original purchaser.

Late or missing refunds: check with your bank or card provider first; if it persists, contact support@intentioncph.com.

Why we do it this way

All Intention products are made to order. We don't keep stock. Each piece is printed with your chosen design, size, and colour only after you place your order, so we produce only what's ordered.

That's also why we encourage a moment with the size guide before ordering. When we get it right the first time, nothing needs to travel twice.

Questions? Contact us at support@intentioncph.com