Refund policy

 

1. RETURN ELIGIBILITY

VENT D'HIVER pieces are produced in limited quantities as part of our controlled release model.
For this reason, all sales are final, except in the case of defective, damaged, or incorrect items.

We do not accept returns for:

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

This policy complies with applicable retail laws and applies to all orders placed through our online store.

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

This portal allows customers to:

  • view their orders
  • request a return
  • track the status of their request

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

3. TIME WINDOW FOR RETURN REQUESTS

You must submit your return request within 7 days of receiving your order.
Requests submitted after this 7-day window will not be accepted.

4. DEFECTIVE OR INCORRECT ITEMS ONLY

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

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

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

5. REFUND METHOD: STORE CREDIT ONLY

VENT D'HIVER does not issue cash or card refunds.
Approved returns will receive store credit only.

Store credit:

  • will be added to your customer account
  • does not expire
  • can be used for any future VENT D'HIVER release

Store credit is issued as a digital balance and cannot be converted into cash or transferred.

6. UNAUTHORIZED RETURNS

Items sent back without an approved return request from the customer portal will not be accepted or processed.

7. RETURN ADDRESS

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

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

our registered address at

2967 Dundas St. W. #387B
Toronto, ON M6P 1Z2

one of our warehouses in Europe, North America, or Asia

Only authorized returns sent to the address provided during approval will be processed.

8. PROCESSING TIMES

Once the returned item is received and inspected, store credit will be issued within 5–10 business days to your VENT D'HIVER account.

If more than 15 business days have passed after approval and you have not received your store credit, contact us at support@ventdhiver.com.

9. EUROPEAN UNION — MADE-TO-ORDER RETURN EXEMPTION

VENT D'HIVER pieces are produced upon order as part of our release model and in limited quantities at the time of purchase. Because each item is created specifically for the customer and cannot be resold once produced, these products fall under the made-to-order exemption outlined in European consumer law (Directive 2011/83/EU, Article 16).

As a result, the standard 14-day EU withdrawal right does not apply.
Returns from EU customers are accepted only in cases of defective, damaged, or incorrect items.

10. ANTI-ABUSE AND FRAUD POLICY

VENT D'HIVER reserves the right to refuse, block, or restrict 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 or inconsistent information
  • returning items that differ from the original product purchased
  • unauthorized returns sent without approval
  • attempts to obtain store credit through dishonest means
  • chargeback abuse or disputes filed without attempting resolution with our team

Any return request that appears inconsistent, abusive, or unverifiable may be declined.
Customers engaging in fraudulent behaviour may have their account restricted or permanently disabled.

VENT D'HIVER reserves the right to require additional evidence (including photos, videos, or documentation) before approving a return when abuse is suspected.