REFUND POLICY

VINTERRA LLC (hereinafter referred to as “the Company”) is committed to providing customers with high-quality ski gloves and an excellent shopping experience. If you are not satisfied with your purchase, you may request a return or refund in accordance with the following Refund and Return Policy.

I. Scope of Application
This Refund Policy applies to all ski glove products purchased through the official VINTERRA LLC website. All requests for refunds or returns must comply with the conditions and procedures stipulated in this policy.

II. Return Conditions
Customers wishing to request a return must meet the following conditions:
The request must be submitted within 30 days of receiving the item(s).
The item(s) must remain in their original condition, free from severe damage or any condition that would hinder resale.
All accessories, packaging, and tags must be intact.
The issue must not be the result of human-induced damage or improper use.
If an item does not meet the above conditions, the Company reserves the right to refuse the return request.

III. Exchange Policy
Customers may request an exchange under the following circumstances:
Receipt of an incorrect model or item.
The item exhibits obvious quality defects.
The item sustained severe damage during transit.
Items for exchange must be shipped back to us once the exchange request has been confirmed; a replacement will be shipped out once the returned item has passed our inspection.

IV. Refund Process
The refund request process is as follows:
The customer submits a refund/return request via our customer service email.
The customer provides the order number, a description of the issue, and relevant photographs.
Customer Service reviews the request to verify whether it meets the return conditions.
Once the request is approved, the customer ships the item back according to the provided instructions.
Upon receiving and inspecting the returned item, the Company will proceed with processing the refund.

V. Refund Processing Time
Inspection time for returned items: 3–5 business days.
Refund processing time: 5–10 business days (may vary depending on the original payment method).
Refunds will be credited back to the customer’s original payment account.

VI. Shipping Costs
For returns or exchanges resulting from product quality issues or shipping errors (e.g., receiving the wrong item), the Company will cover reasonable shipping costs.
For returns based on personal reasons (e.g., the customer simply dislikes the item, the size is unsuitable, etc.), the shipping costs may be borne by the customer.

VII. Return Address
Once you have received confirmation from Customer Service, please ship the item(s) to the following address: 30900 NATURE RD, MURRIETA, CA 92563.
Please ensure that you include your order information inside the package to facilitate the prompt processing of your return request.

VIII. Non-Refundable Situations
Refunds may not be applicable in the following situations:
Requests submitted after the specified return period has expired
Items that have been damaged by human error or improper use
Items returned without prior authorization
Items missing essential accessories or packaging