Refund policy
Returns & Refunds
30-day returns
You have 30 days from the day your order is delivered to request a return. Contact us within those 30 days and we'll take it from there.
Condition of returned items
To be eligible for a refund, items must come back:
- Tried on indoors only, never worn outside
- With all tags and labels still attached
- Unwashed, untreated and free from signs of use
- In the original packaging, complete and undamaged
How to try the jacket on properly
Three things keep your return straightforward:
- Try it on indoors, over the layers you'd actually ski in. That's the only way to know if the fit works — and it's exactly what you'd do in a store.
- Leave the tags on until you're sure you're keeping it.
- Don't wash it or get it wet. The reactive finish needs specific care, and a jacket that's been washed or taken out in the snow can't be resold.
And when you ship it back, don't use the original packaging as the shipping box and don't tape anything to it. Put it inside a separate box or mailer.
Reduced value from signs of use
You're responsible for any loss in value that goes beyond what's needed to check the jacket's fit, features and condition.
That includes:
- Worn outdoors, on snow or in the rain
- Tags removed or damaged
- Washed, tumble-dried, or treated with fabric softener or waterproofing spray
- Noticeable smells of smoke, perfume or pets
- Damage to the reactive finish
- Original packaging damaged or used as the shipping box
In those cases we may deduct a proportionate amount from your refund. We'll always contact you first, with photos and a clear explanation, before deducting anything.
Return shipping costs
Return shipping is at your expense. Please send it with a tracked service and enough postage — we can't accept collect or COD shipments.
How to start a return
- Email us at byvalderinfo@gmail.com with your order number and the reason for the return.
- We'll send you the return address and everything you need.
- Pack the jacket in an outer box and ship it with tracking.
- As soon as we receive and check it, we'll email you.
Always contact us before shipping anything back, so we can give you the correct return address.
Is it just the size?
Then message us before you ship it back. More often than not, a quick check of your chest measurement against our size guide sorts it out — and you save the return cost.
Worth knowing: the fit is relaxed on purpose, and our sizes run slightly small compared to standard North American sizing. If you're between two sizes, size up.
Damaged or wrong items
Check your order when it arrives and contact us right away if anything is faulty, damaged, or not what you ordered. Send a photo to byvalderinfo@gmail.com. In those cases we cover all costs, including return shipping.
Exceptions
Gift cards and custom or personalized items can't be returned.
Sale and promotional items can be returned normally, under the same conditions.
Exchanges
The fastest way to get what you want is to return the item you have and place a new order. If it's only a size issue, message us first — we're happy to help you work out the right one.
Refunds
We'll let you know as soon as we've received and inspected your return. Once approved, we'll refund you within 10 business days to the original payment method. There's no restocking fee.
Keep in mind your bank or card issuer may take a few more days to post the refund. If it's been more than 15 business days since we confirmed your refund, email us at byvalderinfo@gmail.com.
Your provincial rights
Nothing in this policy affects the rights you have under the consumer protection laws of your province or territory. Those rights apply in addition to this policy.