Cancellation policy

 

Last updated: August 3, 2026

1. DIRECT PURCHASES (STANDARD ORDERS)

All direct online purchases are final sale, except for defective, damaged, incorrect or missing items, which are handled under 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 enter processing shortly after acceptance and cannot normally be cancelled or modified once accepted. Please review your order carefully before checkout.

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 for you from a limited production run;
  • 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:

  • under our commercial policy, pre-orders are not cancellable or refundable, except for defective, damaged, incorrect or missing items;
  • once production begins, no modifications or cancellations are accepted under our commercial policy;
  • 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.

Statutory rights are unaffected. Where you hold a statutory right of withdrawal or cancellation, including the right available to consumers in the European Union and the United Kingdom, that right applies to pre-orders on the same basis as to any other order and is described in our Refund Policy.

All quality issues are handled through our Refund Policy.

3. RAFFLE PURCHASES (DRAWS AND 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 under our commercial policy, as these items are allocated specifically to selected customers, except where required by applicable law.

Defective, damaged, incorrect or missing items are 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 for defective, damaged or incorrect items, and except where required by applicable law. The statutory right of withdrawal described in our Refund Policy applies to distance purchases and does not apply to items bought in person.

5. NON-CANCELLABLE PURCHASES (GLOBAL RULE)

Except where cancellation, withdrawal, or a refund is required by applicable law, the following are not eligible for cancellation, refund, exchange, or buyer's remorse claims:

  • online direct purchases
  • pre-orders once production begins
  • raffle wins and limited releases
  • limited-edition or exclusive drops
  • purchases at pop-ups or physical events
  • orders sent back to us following an incorrect or incomplete address, subject to our Shipping Policy and to any statutory rights
  • unauthorized, late, or non-compliant attempts to send an item back to us
  • buyer's remorse, wrong size, preference change, or subjective expectations

Defective, damaged, incorrect or missing items qualify for review under our Refund Policy. Statutory rights, including any right of withdrawal or cancellation available to you by law, are unaffected by this section.

6. FAIR USE & DISPUTES

Eligibility under this policy is established by the facts and evidence of the order.

Where abuse is identified, we may:

  • decline a cancellation or refund request that does not qualify under this policy
  • limit access to future raffles and limited releases
  • require additional verification
  • suspend or close an account engaged in abuse

Conduct that may lead to these measures includes, but is not limited to:

  • repeated false defect claims
  • chargeback abuse
  • misuse of our order issue or cancellation policies
  • attempts to bypass purchase rules
  • providing misleading or inconsistent information

These measures apply to requests made under our commercial policy. They do not affect any refund, cancellation or other remedy required by applicable law, and any statutory rights you hold remain fully available to you.

7. CONTACT

For questions regarding purchase types or eligibility for cancellation, contact us at support@ventdhiver.com.

Reports concerning a damaged, defective, incorrect or missing item are submitted through our Contact page, as set out in our Refund Policy.