Refund policy

This policy applies to orders delivered in the United Kingdom.

1) Change-of-mind returns (online / distance orders)

If you bought from us online (e.g., via our website), you have the legal right to cancel your order within 14 days of receiving your items, for any reason.

  • To request a return/cancellation: contact us within 14 days of delivery using our website contact form or email.
  • Sending items back: once you tell us you want to cancel, you must send the item(s) back within 14 days.

Condition of returns (clothing):
To be eligible, items must be returned in the same condition you received them: unworn/unused (beyond trying on), unwashed, with tags attached, and in original packaging where possible, with proof of purchase.

Return postage (change of mind):
Unless we agree otherwise, you are responsible for return postage. If we didn't clearly tell you this before you ordered, we may need to cover the return cost.

Refund timing (change of mind):
If you cancel, we will refund you within 14 days of receiving the returned goods (or within 14 days of receiving evidence you've sent them back, whichever is earlier).

We will also refund the standard delivery charge you paid (if any).

Note: We may reduce your refund if the item is returned used or damaged beyond what's necessary to check it.

2) How to start a return

  1. Contact us via the contact form on our website (or email).
  2. If your return is accepted, we'll send instructions and (where applicable) a return label.
  3. Items sent back without requesting a return first may not be accepted.

Returns questions: hello@intentclo.com

3) Damaged, faulty, or incorrect items

Please inspect your order on arrival and contact us as soon as possible if the item is faulty, damaged, or the wrong item, so we can fix it.

4) Exceptions / non-returnable items

The right to cancel does not apply to some categories, including:

  • Personalised/made-to-order items
  • Sealed goods for health/hygiene reasons, once unsealed (where applicable)
  • Gift cards

If you're unsure whether your item is returnable, contact us before sending it back.

5) Exchanges

We don't offer direct exchanges. The fastest way to get a different size/style is to return your item (if eligible) and place a new order.

6) Refunds

We'll notify you once we've received and inspected your return and confirm whether your refund is approved. If approved, we'll refund your original payment method within 14 days of receiving the return, in line with the legal timeframe.

Banks and card providers may take additional time to show the funds in your account.

If you believe your refund is overdue: email hello@intentclo.com