Refund policy

1. RETURN ELIGIBILITY

VENT D'HIVER pieces are released in limited quantities as part of our controlled release model. For this reason, all sales are final, except in cases where an item is defective, damaged, or incorrect.

We do not accept returns for:

  • change of mind
  • wrong size or fit
  • buyer's remorse
  • worn or washed items
  • items returned without their original tags and packaging
  • sale or promotional items
  • gift cards

This policy applies to all orders placed through our online store, except where mandatory consumer protection laws provide otherwise.

2. HOW TO SUBMIT A RETURN REQUEST (SELF-SERVE)

All return requests must be submitted through the VENT D'HIVER customer account portal:

https://account.ventdhiver.com

Through the customer portal you can:

  • view your orders
  • submit a return request
  • track the status of your request

All return requests must be submitted through the customer portal. Requests submitted through other channels may experience delays and will not be prioritized.

Submitting a return request does not guarantee approval. Every return request is individually reviewed and must be manually approved by VENT D'HIVER before any return may proceed.

3. TIME WINDOW FOR RETURN REQUESTS

Return requests must be submitted within 7 days of delivery. Requests submitted after this period may be declined, except where applicable consumer protection laws provide otherwise.

4. DEFECTIVE, DAMAGED OR INCORRECT ITEMS

If you receive an item that is defective, damaged, or incorrect, please submit a return request through your customer account and include:

  • your order number
  • a clear description of the issue
  • clear photos showing the defect, damage, or error

Our team will review your request and provide further instructions if your return is approved.

5. REFUND METHOD — STORE CREDIT

Approved returns are generally refunded as VENT D'HIVER Store Credit, except where a different refund method is required by applicable law.

Store Credit:

  • is added to your customer account
  • does not expire
  • may be used toward any future VENT D'HIVER purchase

Store Credit cannot be redeemed for cash or transferred to another customer except where required by law.

6. UNAUTHORIZED RETURNS

Items returned without an approved return request will not be accepted or processed.

No return shipping label, return address, refund, or Store Credit will be issued until your return request has been reviewed and approved by VENT D'HIVER.

7. RETURN SHIPPING & RETURN ADDRESS

Unless otherwise required by applicable law or expressly authorized by VENT D'HIVER, customers are responsible for all return shipping costs.

The return address will only be provided after your return request has been approved.

Depending on your location and product availability, your return may be processed through:

  • our registered address:
    2967 Dundas St. W. #387B
    Toronto, ON M6P 1Z2
    Canada
  • one of our authorized warehouses in Europe, North America, or Asia

Only returns shipped to the address provided during the approval process will be accepted.

8. PROCESSING TIMES

Once your returned item has been received and inspected, approved Store Credit will generally be issued within 5–10 business days.

If more than 15 business days have passed after your approved return has been received and you have not received your Store Credit, please contact us at support@ventdhiver.com.

9. EUROPEAN UNION

If applicable consumer protection laws grant you additional statutory rights, including rights relating to defective or non-conforming products, nothing in this policy limits or excludes those rights.

10. ANTI-ABUSE AND FRAUD POLICY

VENT D'HIVER reserves the right to refuse, limit, suspend, or permanently revoke return privileges for any customer account suspected of abuse or fraudulent activity.

This includes, but is not limited to:

  • repeated return requests without valid grounds
  • false or manipulated claims of defects or damage
  • providing misleading, incomplete, or inconsistent information
  • returning products different from those originally purchased
  • unauthorized returns submitted without prior approval
  • attempts to obtain Store Credit through dishonest means
  • chargeback abuse or payment disputes initiated without first attempting to resolve the matter with our Customer Service team

VENT D'HIVER may request additional evidence, including photographs, videos, or other documentation, before approving any return request.

Any return request that cannot be reasonably verified or appears abusive may be declined.