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 Refund Policy), and except where cancellation or a refund is required by applicable law.

Because each piece is produced in limited quantities as part of our release model, orders cannot be cancelled or modified once placed, except where required by applicable law.

Processing begins automatically upon order placement and, once started, the order may no longer be cancelled or modified, except where required by applicable law.

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 to fulfil your order;
  • 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, and except where required by applicable law;
  • once production begins, no modifications, cancellations, or refunds are permitted, except where required by applicable law;
  • 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 Refund 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, except where required by applicable law.

Defective or incorrect products will be handled in accordance with our Refund 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 defective, damaged, or incorrect items, and except where required by applicable law.

5. NON-CANCELLABLE PURCHASES (GLOBAL RULE)

Except where cancellation, withdrawal, or a refund is required by applicable law, 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
  • 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 Refund 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:

  • 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 us at support@ventdhiver.com.