Cancellation policy
1. DIRECT PURCHASES (STANDARD ORDERS)
All direct online purchases are final sale, except in cases of defective, damaged, or incorrect items (see our Returns & Store Credit Policy).
Because each piece is produced in limited quantities as part of our release model, orders cannot be cancelled or modified once placed.
Processing begins automatically upon order placement and, once started, the order may no longer be cancelled or modified.
2. PRE-ORDERS
Pre-orders allow customers to reserve limited pieces that are currently in production or not yet released.
WHEN YOU PLACE A PRE-ORDER
By placing a pre-order, you acknowledge that:
- the item will ship at a later date;
- the piece is reserved and produced specifically for you;
- timelines may vary depending on demand and release conditions.
Payment may be taken in full at checkout or securely stored and charged once production begins.
CANCELLATION OF PRE-ORDERS
Because pre-orders are part of a limited release process:
- pre-orders are non-cancellable and non-refundable, except for defective, damaged, or incorrect items;
- once production begins, no modifications, cancellations, or refunds are permitted;
- if production has not yet begun, VENT D'HIVER may review a cancellation request on a case-by-case basis, but approval is not guaranteed.
All quality issues are handled exclusively through our Returns & Store Credit Policy.
3. RAFFLE PURCHASES (DRAWS, LOTTERIES, LIMITED RELEASES)
Raffle entries grant customers the opportunity to purchase extremely limited items.
RULES
By entering a raffle, you agree that:
- entry constitutes a commitment to purchase if selected;
- winners may be charged automatically or may be required to complete payment within the given window;
- failure to complete payment may impact eligibility for future raffles.
CANCELLATION
Raffle purchases are final sale.
They cannot be cancelled or refunded, as these items are allocated specifically for selected customers.
Defective or incorrect products will be handled in accordance with our Returns & Store Credit Policy.
4. PHYSICAL EVENTS & POP-UPS
Items purchased at VENT D'HIVER pop-ups, private events, or showroom locations are final sale.
These transactions are non-refundable and non-cancellable, except in cases of verified manufacturing defects.
5. NON-CANCELLABLE PURCHASES (GLOBAL RULE)
The following categories are not eligible for cancellation, refund, exchange, or buyer's remorse claims:
- online direct purchases
- pre-orders once production begins
- raffle wins and lottery releases
- limited-edition or exclusive drops
- purchases at pop-ups or physical events
- orders shipped to incorrect or incomplete addresses
- orders returned due to unpaid customs fees
- unauthorized, late, or non-compliant return attempts
- buyer's remorse, wrong size, preference change, or subjective expectations
Only defective, damaged, or incorrect items qualify for review under our Returns & Store Credit Policy.
6. ANTI-ABUSE & DISPUTE POLICY
VENT D'HIVER actively monitors fraudulent, abusive, or dishonest behaviour.
We reserve the right to:
- reject cancellation or refund requests
- limit access to future raffles or limited releases
- refuse store credit in cases of abuse
- require additional verification
- suspend or close customer accounts engaged in abuse
Prohibited behaviours include, but are not limited to:
- refusal to pay applicable customs duties
- repeated false defect claims
- chargeback abuse
- misuse of return or cancellation policies
- attempts to bypass purchase rules
- providing misleading or inconsistent information
VENT D'HIVER supports fair consumer rights and enforces strict measures in cases of confirmed misuse.
7. CONTACT
For questions regarding purchase types or eligibility for cancellation, contact: