Refund policy
Last updated: August 3, 2026
VENT D'HIVER™ pieces are produced in limited quantities under a controlled release model.
All sales are final. Returns and exchanges are not offered on the basis of preference. Where an item arrives defective, damaged or incorrect, VENT D'HIVER™ resolves the matter at its own cost.
1. ALL SALES ARE FINAL
Each release is produced in limited quantities. Orders cannot be returned, exchanged or refunded once placed, except in the situations described in Section 2, or where mandatory consumer protection law provides otherwise.
Size guides and product specifications are published on each product page. For questions on sizing, fabric or fit, contact us before placing your order.
2. WHEN WE TAKE RESPONSIBILITY
VENT D'HIVER™ accepts responsibility for the following:
- an item that arrives damaged
- a manufacturing or material defect
- the wrong item, size or colour shipped
- an item missing from your order
In these cases, the resolution and any shipping it involves are at our cost.
3. HOW WE RESOLVE A CONFIRMED ISSUE
Once an issue has been confirmed, it is resolved through a replacement or a refund.
Replacement. Where the piece is available or can be produced, it is replaced at no cost. This is the standard resolution.
Refund. Where a replacement is unavailable, would not resolve the issue, or where applicable law provides for a refund, we will issue a full refund to your original payment method.
Store Credit is offered only as an alternative and is never required in place of a refund.
The appropriate resolution is determined by VENT D'HIVER™ following review, and is confirmed to you in writing. Resolutions are not options selected by the customer.
Most issues are resolved from photographs alone. In the limited cases where the item itself is needed to complete a resolution, we will ask for it and cover the cost; this is a step within the process set out in Section 9, not a service available on request.
4. WHAT IS NOT COVERED
Outside a confirmed issue attributable to VENT D'HIVER™, no replacement, refund or return is available. This includes:
- change of mind, buyer's remorse or personal preference
- ordering the wrong size, or a fit that does not suit you
- the item differing from personal expectation
- normal characteristics of the garment, and natural variation in colour, texture, finish or construction
- items that have been worn or washed
- damage occurring after delivery, including misuse, improper care and accidental damage
- normal wear and tear
- gift cards
This section describes our voluntary commercial policy. Statutory rights, including the right of withdrawal available to consumers in the European Union and the United Kingdom, are set out in Section 11 and are unaffected by this section.
5. HOW TO REPORT AN ISSUE
All requests concerning a damaged, defective, incorrect or missing item are submitted through our Contact page:
Select ORDER ISSUE as the subject, and include:
- your order number
- a clear description of the issue
- clear photographs showing the defect, damage or error
- photographs of the outer packaging and shipping label, in cases of transit damage
Including the photographs with your first message is the fastest route to a resolution. Where anything further is needed, we will tell you exactly what and why, in a single request.
This is the official intake point for order issues.
Each request is reviewed individually. Submitting a request does not confirm eligibility, authorise a return, or generate a return label or return address.
6. TIME LIMITS
Damaged in transit, wrong item or missing item: notify us within 7 days of delivery, while packaging and shipping evidence remain available.
Manufacturing or material defect: contact us as soon as the issue appears. Statutory guarantee periods apply where the law provides them.
7. VERIFICATION
A resolution is approved once the issue has been confirmed. Most requests are confirmed from the photographs supplied under Section 5.
Depending on the issue, we may also request:
- photographs of a specific area — a seam, a print, a stitch line
- a short video, where the issue is difficult to capture in a still image
- flat measurements, taken as shown in our size guide
- photographs of the care label, tags, packaging or shipping label
- a short description of when and how the issue was noticed
This is a standard quality-control procedure. A manufacturing defect, a fit issue and damage occurring after delivery can appear similar in a single photograph; the detail allows them to be distinguished.
Where a claim cannot be verified, we will identify what is missing and allow you to provide it.
8. REVIEW & DECISION
Decisions are confirmed by email within 3 business days of receiving a complete request. Where the issue is confirmed, the resolution is set out at the same time, including whether the item is to be sent back to us.
Further information provided after a decision will be reviewed. What we assess is the evidence, not the sequence in which it reached us.
9. WHERE AN ITEM IS REQUIRED TO COMPLETE A RESOLUTION
This section applies only once a resolution has been confirmed under Section 3 and we have told you that the item is needed. It is a procedural step within that resolution, and it is not available on request.
Where this applies, we will notify you and provide a prepaid return label at our cost, together with the return address. No return label or return address is issued before that point, and shipping arranged without one is not reimbursed.
Items to be sent back must be unworn beyond initial inspection, unwashed, and with tags attached where applicable. Items sent without prior approval, or to an address we have not provided, cannot be accepted or processed.
Items received are inspected within 5 business days of receipt, and the outcome is confirmed by email.
Returns made in exercise of a statutory right of withdrawal are separate from this section and are governed by Section 11.
10. REFUNDS
Approved refunds are issued to the original payment method within 5–10 business days of confirmation. Where the item is required under Section 9, this period runs from completion of the inspection. Your bank or card issuer may require additional time to display the funds. Original shipping costs are refunded in full where an entire order is affected by a confirmed issue.
Refunds arising from a statutory right of withdrawal are governed by Section 11.
11. STATUTORY RIGHTS
Nothing in this policy limits, excludes or replaces any right you may have under applicable consumer protection law, including rights relating to defective or non-conforming goods. Where mandatory law grants you rights beyond what is described above, those rights apply in full and take precedence over this policy.
The processing times given in Sections 8, 9 and 10 are our own service commitments. They are not statutory deadlines and do not affect any timeframe set by applicable law.
Right of withdrawal — European Union and United Kingdom
The rights described below are granted by European Union and United Kingdom law and are available to consumers resident in those jurisdictions.
Sections 1 to 10 describe the resolutions VENT D'HIVER™ offers voluntarily. Separately, and independently of this policy, consumers resident in the European Union or the United Kingdom hold a statutory right to withdraw from a distance purchase within 14 days, without giving a reason. This right exists by law and applies whether or not there is anything wrong with the item.
The 14-day period runs from the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. Where several items ordered together are delivered separately, it runs from the day the last item is received.
To exercise this right, inform us before the period ends by any unequivocal statement — an email to support@ventdhiver.com quoting your order number is sufficient. A model withdrawal form is available on request; its use is not required. Sending your statement before the period expires is enough to meet the deadline.
You then have 14 days from that notification to send the goods to the return address we provide. The direct cost of returning the goods is yours, except where the item was defective, damaged or incorrect, in which case Sections 2 and 9 apply.
You may handle the goods as you would in a shop. You are liable only for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, and we may deduct that amount from your reimbursement.
We reimburse all payments received from you, including the standard delivery cost of the original order. Where you selected a delivery method more expensive than our least expensive standard option, we reimburse the standard amount. Reimbursement is made to your original means of payment, without any fee.
Refund timing differs between the two regimes:
- European Union. We reimburse within 14 days of being informed of your decision. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them, whichever is earlier.
- United Kingdom. We reimburse within 14 days of receiving the goods back or, if earlier, within 14 days of receiving evidence that you have sent them.
Legal guarantee of conformity
Separately from the right of withdrawal, goods must conform to the contract at delivery. In the European Union, you benefit from a legal guarantee of conformity of at least two years from delivery. In the United Kingdom, you hold corresponding rights under the Consumer Rights Act 2015, including a short-term right to reject faulty goods. These rights apply in addition to, and independently of, the resolutions described in this policy.
12. FAIR USE
Eligibility under this policy is established by the facts and evidence of the order.
Customers remain free to leave honest reviews, criticise the brand, share their experience publicly, and raise a dispute with their payment provider. Nothing in this policy restricts that, and no customer will be treated differently for providing honest feedback.
A request that does not qualify under this policy cannot be approved on the basis of a review, a public complaint, a payment dispute or reputational pressure. These do not affect whether an order is eligible.
We may decline a request, and where appropriate and legally permitted restrict an account, in situations such as:
- claims that cannot be reasonably verified, where the evidence requested is not provided
- knowingly false claims, or evidence that has been altered
- repeated requests without valid grounds
- items received that differ from those originally purchased, or items sent without approval
- repeat contact across multiple channels to obtain a different outcome after a decision has been given
Where an exchange becomes abusive toward a member of our team, it may be continued in writing only. The request will still be handled, and any statutory rights you hold remain fully available to you.
Order-related correspondence and evidence are retained in line with our Privacy Policy.
13. CONTACT
Order issues: ventdhiver.com/pages/contact
Everything else: support@ventdhiver.com