Legal

Refund and Returns Policy

Version 0.1 · effective August 11, 2026

Key Disclosures

1. A Buyer may return a physical Marketplace item within 14 days after delivery for any reason, including a change of mind. Rights required by law and any additional return promise made by the Seller remain available.
2. Each Seller is responsible for the Seller’s item, fulfillment, statutory warranties, returns, and refunds. Refunds are issued by the Seller through the intendle order tools; intendle does not issue refunds for Seller sales.
3. A paid digital-book download must not begin for an EU or UK consumer until the required express consent and acknowledgment are recorded.
4. A Marketplace artwork checkout is limited to one Seller. A return or refund is bound to the affected item, one-Seller order and original provider payment.

1. Scope

This Policy applies to member-listed digital books, printed books, artworks, and other physical Marketplace items purchased through intendle. It does not govern purchases made from an outside merchant reached through an editorial book-recommendation link; the outside merchant's terms apply to those purchases.

The Services are operated by intendle ("intendle," "we," "us," or "our"). The operator's registered legal details are available on request via legal@intendle.com.

For a member-listed item, the purchase contract is between the Buyer and the identified Seller. intendle is the platform and payment-routing intermediary, not the seller of the item.

2. Mandatory Rights Come First

Nothing in this Policy limits a mandatory right that applies to a Buyer. Depending on the Buyer, Seller, item, and location, mandatory rights may include remedies for non-delivery, material misdescription, defective goods, defective digital content, lack of conformity, fraud, counterfeit goods, or a statutory right to withdraw from a distance contract.

Where a Seller offers a more favorable voluntary return policy in the listing, the Seller must honor it.

3. Returns Within 14 Days

A Buyer may request the return of a physical Marketplace item within 14 days after delivery, or after shipment where no delivery date is recorded, for any reason, including a change of mind. The Buyer requests the return from the order and selects the reason: arrived damaged, not as described, changed my mind, or another reason.

The Seller approves or declines the request in the order and provides return instructions. The Buyer ships the item back and enters the carrier and tracking number. Once the Seller confirms receipt of the returned item, the refund is due and the Seller issues it through the order.

Return shipping is paid by the Seller when the item arrived damaged or not as described, and by the Buyer for a change of mind or another reason. Mandatory legal rights and any longer return promise in the Seller’s listing remain available.

4. How to Request Help

A Buyer should use the order-message function and select the affected order item. The request should include, as relevant:

• order number and item;
• Seller name;
• date of delivery or expected delivery;
• reason for the request;
• photographs or video of the item, packaging, label, and damage;
• tracking or delivery information;
• description of any defect, mismatch, missing part, or access problem; and
• the requested remedy.

A Buyer may also contact support@intendle.com. intendle may require identity or order verification before disclosing information or changing a transaction.

5. Digital Books

5.1 Immediate Delivery Consent

Before a paid digital download begins, a Buyer in a jurisdiction that requires it must expressly:

• request that digital performance begin immediately during the withdrawal period; and
• acknowledge that beginning performance may cause the statutory withdrawal right to end.

intendle records the consent text, version, date and time, order, and delivery event. Without the required consent, the download must not begin.

5.2 After a Valid Download Begins

After the required consent and acknowledgment are validly recorded and performance begins, a change-of-mind withdrawal right may end to the extent permitted by applicable law. This does not remove remedies for a file that is not delivered, is corrupt, unsafe, materially different from the listing, unauthorized, or otherwise fails mandatory legal standards.

5.3 Digital Delivery Problems

The Buyer should report a download failure promptly through the order. intendle may verify the payment status, consent record, download authorization, file record, and delivery log. The Seller must cooperate in supplying a conforming file or authorizing an appropriate remedy.

6. Printed Books, Artworks, and Other Physical Items

A physical item may qualify for a return or refund under Section 3, where required by law, where the Seller's listing promises a return, or where the item is materially not as described, defective, damaged, counterfeit, unauthorized, or not delivered.

Unless law or the Seller's additional policy requires otherwise:

• the Buyer must preserve the item and original packaging while the request is reviewed;
• the Buyer must not alter, repair, clean, reframe, resize, disassemble, or use the item in a way that impairs inspection;
• a return must include the item and documents, certificate, components, and accessories received;
• the Seller and Buyer must agree on a safe return method before shipment where the item is fragile, high-value, oversized, or subject to customs controls; and
• no party should ship a restricted object across a border without required documentation.

7. Material Misdescription, Defect, and Authenticity

A Buyer should identify the specific listing statement believed to be inaccurate and provide available evidence. A material issue may include a significant difference in artist or author attribution, title, edition, medium, dimensions, condition, signature, included document, format, content, or other characteristic that reasonably affected the purchase.

An authenticity or ownership concern may require evidence beyond photographs. intendle may restrict a listing, Seller Account, or payout while the issue is reviewed, but intendle does not perform an expert authentication or appraisal.

8. Non-Delivery

The Buyer should first review the estimated delivery period and tracking information and contact the Seller through the order. The Seller must respond and provide shipment evidence.

intendle may review the order, handling time, tracking number, carrier information, delivery address, and message history. If the Seller does not respond or cannot demonstrate fulfillment, intendle may restrict the Seller’s Account. Refunds are issued by the Seller; intendle does not issue refunds for Seller sales.

9. Damage in Transit

The Buyer should document the exterior packaging, label, internal packaging, and item promptly and retain all materials until the carrier or Seller confirms they are no longer needed. The Seller is responsible for pursuing any carrier or insurance claim unless law or a separate written arrangement provides otherwise.

intendle is not the carrier or insurer. A carrier's denial does not by itself determine the Buyer's legal rights against the Seller.

10. Return Shipping Costs

Return-shipping responsibility depends on the reason, the Seller's disclosed return promise, and applicable law.

• For a return under Section 3, the Seller pays return shipping when the item arrived damaged or not as described, and the Buyer pays it for a change of mind or another reason.
• For a valid statutory withdrawal where the Seller properly disclosed that the Buyer bears direct return costs, the Buyer may be responsible for those costs.
• For a materially defective, damaged, counterfeit, unauthorized, or materially misdescribed item, the Seller may be required to bear reasonable return costs under applicable law.
• For a Seller-offered voluntary return, the listing terms control unless unlawful.
• A Buyer should not incur extraordinary return costs without written coordination through the order.

11. EU and United Kingdom Consumer Withdrawal

This section applies only when the Buyer is legally a consumer, the Seller is legally acting as a trader, and the relevant EU or UK distance-contract rules apply.

11.1 Physical Goods

Subject to statutory exceptions, an eligible consumer generally has 14 days from receipt of the goods to communicate an unequivocal decision to withdraw. The consumer then generally has a further 14 days to send the goods back. The Seller may withhold reimbursement until the goods are returned or the Buyer provides evidence of return, where law permits.

The Buyer may be responsible for direct return costs if properly informed before purchase. The Buyer may be responsible for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

11.2 Digital Content

For paid digital content not supplied on a tangible medium, the withdrawal right may end only after the legally required prior express consent, acknowledgment of loss of the right, and required confirmation are provided. If those requirements are not satisfied, the Seller and intendle must not assume that the right ended.

11.3 Statutory Exceptions

An exception may apply to certain customized, personalized, sealed, perishable, or otherwise legally excluded goods. Any exception relied upon must be shown clearly before purchase and approved for the actual item type.

12. Model Withdrawal Form — EU/UK

An eligible consumer may use the following form or any other unequivocal statement:

To: the Seller identified in the intendle order, copied through the order-message function and, if needed, to support@intendle.com.
I/We hereby give notice that I/We withdraw from the contract for the following goods: __________.
Ordered on / received on: __________.
Order number: __________.
Consumer name: __________.
Consumer address: __________.
Signature, only if submitted on paper: __________.
Date: __________.

intendle should acknowledge an electronically submitted withdrawal request on a durable medium without undue delay.

13. Separate Seller Orders

A Marketplace artwork checkout contains items from one Seller only. A purchase from another Seller requires a separate checkout, order and direct payment. Each item and one-Seller order is assessed against its own payment and fulfillment evidence. A return, cancellation, refund, payment failure or dispute concerning one order does not automatically change a separate order with another Seller.

Shipping and return-shipping costs are assessed for the Seller identified in that order.

14. Refund Method and Timing

An approved refund is sent through the original payment method unless the Buyer expressly agrees to another lawful method. The Seller initiates the refund through the intendle order tools without undue delay and within any mandatory legal deadline. The payment provider and Buyer's financial institution may require additional processing time after initiation.

For an eligible EU withdrawal, reimbursement must be handled within the applicable statutory period, subject to any lawful right to wait for returned goods or proof of return. Supplementary delivery charges above the least expensive standard delivery option need not be reimbursed where law permits.

The order record should show the Seller, affected item, refund amount, initiation date, and reason.

15. intendle Dispute Review

If the Buyer and Seller do not resolve the issue through order messages, either party may request intendle review. intendle may inspect information available within the platform, including:

• listing and revision history;
• order and payment status;
• delivery or download records;
• carrier and tracking information;
• photographs and documents submitted in the case; and
• the relevant platform message history.

intendle will record and communicate a reasoned decision and may take account action under the Community and Moderation Guidelines. intendle does not issue refunds for Seller sales; refunds are issued by the Seller.

16. Chargebacks

A chargeback is a payment dispute initiated through a Buyer's bank or payment method. The parties must provide requested evidence within payment-network deadlines. A chargeback may proceed independently of the intendle process.

A Buyer should not use a chargeback as a substitute for an available good-faith order-resolution process, but nothing in this Policy waives a lawful right to contact a financial institution.

17. Abuse of the Process

Submitting fabricated evidence, making a knowingly false counterfeit or non-delivery claim, returning a different item, manipulating tracking, or abusing chargebacks violates intendle policies and may lead to transaction restrictions or account action. Good-faith use of legal rights will not be penalized.

18. Changes to This Policy

A revised Policy will display a new version and Last Updated date. A change does not retroactively remove mandatory rights or a Seller promise that formed part of an existing order.

Contact

Website: https://intendle.com Help Center: https://intendle.com/help/ General support: support@intendle.com Legal, privacy, and formal policy questions: legal@intendle.com

How to reach us

Legal notices: legal@intendle.com. For everything else, use the contact page.