Refund & Return Policy

Refund & Return Policy

Effective Date: October 18, 2026
Last Updated: October 24, 2026

At SoleHave, operated by BACNA LLC, we are committed to providing customers with a transparent and reliable shopping experience.

This Refund & Return Policy explains the conditions and procedures for returns, refunds, cancellations, and exchanges for purchases made through https://solehave.com.

We offer a 30-day return policy for eligible men's and women's footwear, subject to the conditions outlined below.

Nothing in this policy limits any rights customers may have under applicable consumer protection laws.

1. 30-Day Return Policy

Customers may request a return within 30 calendar days from the date their order is delivered, provided the product meets our return eligibility requirements.

Accepted Return Reasons

We accept returns under the following circumstances:

  • Damaged Items: The footwear arrives damaged during shipping or delivery.

  • Defective Products: The product has a manufacturing defect or quality issue not caused by customer misuse.

  • Incorrect Item Received: The product delivered is different from the product ordered.

  • Incorrect Size Sent: SoleHave ships a different size from the size selected and confirmed in the customer's order.

  • Product Not as Described: The product materially differs from the description or specifications provided on our website.

All return requests are subject to verification and approval based on the circumstances and applicable consumer protection laws.

Returns We Do Not Accept

SoleHave does not accept returns or exchanges for the following reasons:

  • The customer selected or ordered the wrong size.

  • The footwear does not fit as expected when the correct size was supplied.

  • The customer changed their mind after purchasing.

  • The customer no longer wants or needs the product.

  • Personal preferences regarding style, appearance, or comfort, when the product matches its description and is not defective.

We strongly encourage customers to carefully review product descriptions, size charts, and available product information before placing an order.

These restrictions do not apply where a return, refund, or other remedy is required by applicable law.

Return Eligibility Requirements

To qualify for a return under this policy:

  • The return must be requested within 30 calendar days of delivery, unless applicable law provides otherwise.

  • The customer must provide proof of purchase, such as an order number or receipt.

  • The reported issue must qualify under our accepted return reasons.

  • Photographs or other supporting information may be requested to help verify the issue.

  • Customers should retain the original shoe box, packaging, tags, and included accessories whenever possible.

  • Products must not have been damaged through customer misuse, unauthorized modifications, or improper handling.

Customers should package the original shoe box inside suitable protective outer packaging when returning their footwear.

Original packaging requirements will not prevent customers from exercising applicable legal rights concerning defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To initiate an eligible return, contact our customer support team.

Email: support@solehave.com
Phone: +1 409 800 6989

Please include:

  • Your order number

  • Your full name

  • The email address associated with your order

  • A description of the issue

  • Photographs showing the defect, damage, or incorrect product, where applicable

Our customer support team will review your request and provide return authorization and detailed shipping instructions if a return is required.

Return Instructions

  1. Contact our support team within 30 calendar days of receiving your order.

  2. Provide your order information and supporting evidence of the reported issue.

  3. Wait for return authorization and the correct return shipping instructions.

  4. Securely pack the footwear, protecting the original shoe box with suitable outer packaging whenever possible.

  5. Ship the package to the authorized return facility using the instructions provided.

  6. Keep your shipping receipt and tracking information until your return has been completed.

Important: Please do not send products to our registered business address in Wyoming. This address is used for company registration and is not designated for customer returns.

The correct return destination will be provided by our customer support team.

Returns sent to an unauthorized address may experience delays.

3. Return Shipping Costs

Return shipping costs are determined by the reason for the return and applicable consumer protection laws.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrectly supplied product, please contact us with your order details and supporting photographs.

Once the issue has been verified, SoleHave will cover reasonable return shipping costs or provide a prepaid return shipping label where a return is required.

Customers will not be responsible for return shipping expenses resulting from a verified fulfillment error or qualifying product defect.

Depending on the circumstances, we may offer:

  • A replacement of the correct product

  • A replacement of the correct size originally ordered

  • A refund to the original payment method

  • Another appropriate solution agreed upon with the customer

Customer Preference or Size Selection

Returns are not accepted for incorrect size selection by the customer, personal fit preferences, or change of mind, except where required by applicable law.

As these situations do not qualify for standard returns, customer-paid return shipping arrangements are not ordinarily available for these reasons.

4. No Restocking Fees

SoleHave does not charge restocking fees for approved returns.

  • Restocking Fee: $0.00

  • Return Administration Fee: $0.00

  • Return Handling Fee: $0.00

No undisclosed restocking or administrative charges will be deducted from an approved refund.

5. Refund Processing

Once an authorized returned item reaches our designated return facility, it will be inspected to verify the reported issue and confirm the applicable return requirements.

For approved returns:

  • Refunds will be processed within 10 business days after the returned item has been received and inspected, or sooner where required by applicable law.

  • Refunds will be issued to the original payment method used during checkout.

  • Customers will receive an email confirmation once a refund has been processed.

  • The time required for funds to appear in the customer's account may vary depending on the bank or payment provider.

  • Refunds are issued in the original transaction currency, USD.

For verified defective, damaged, or incorrectly supplied products, applicable original shipping charges and return shipping costs will be refunded or covered as appropriate and where required by law.

Where a refund is provided without requiring the product to be returned, our customer support team will confirm the applicable refund arrangements.

If more than 10 business days have passed since your authorized return was received and inspected, and you have not received refund confirmation, please contact support@solehave.com.

6. Order Cancellations

Customers may request to cancel an order within 2 hours of placing the order.

To request cancellation, contact:

support@solehave.com

Please include your order number and clearly state that you wish to cancel your purchase.

After the 2-hour cancellation window, your order may already have entered our processing and fulfillment system, and cancellation may no longer be possible.

If your order has already been dispatched, cancellation may not be available.

Please note: If an order cannot be cancelled, returns after delivery are accepted only for eligible reasons specified in Section 1 of this policy or as otherwise required by applicable law.

For successfully cancelled orders, refunds will be issued to the original payment method.

Payment providers may require additional time for the refund to appear in your account.

Nothing in this section affects any cancellation or refund rights available under applicable law, including those relating to shipping delays.

7. Exchanges

SoleHave offers exchanges for eligible product issues, subject to product availability.

Eligible Exchanges

Customers may request an exchange when:

  • SoleHave shipped an incorrect product.

  • SoleHave shipped a different size from the size originally ordered.

  • The product arrived damaged or defective and a replacement is appropriate.

To request an eligible exchange:

  1. Contact support@solehave.com.

  2. Provide your order number and describe the issue.

  3. Supply supporting photographs where applicable.

  4. Follow the instructions provided by our customer support team.

If the exchange request is approved, we will arrange an appropriate replacement, subject to availability.

SoleHave will cover reasonable associated shipping costs for verified errors or qualifying defective products.

If an appropriate replacement is unavailable, customers may receive a refund in accordance with this policy and applicable law.

Non-Eligible Exchanges

We do not offer exchanges solely because:

  • The customer selected an incorrect size.

  • The correctly supplied footwear does not fit their personal preference.

  • The customer prefers another size, colour, style, or model.

  • The customer has changed their mind about the purchase.

Customers are encouraged to review our product information and size charts carefully before placing an order.

These restrictions do not affect applicable statutory rights.

8. Non-Returnable Items

The following situations do not qualify for a voluntary return or exchange:

  • Footwear purchased in a size incorrectly selected by the customer

  • Products that do not meet personal fit or comfort preferences but match their description

  • Products no longer wanted due to a change of mind

  • Footwear damaged through customer misuse or improper handling

  • Products altered or modified by the customer after delivery

  • Products with damage or defects caused by improper use after delivery

Any exclusions are subject to applicable consumer protection laws.

Items that are defective, damaged upon arrival, materially misdescribed, or incorrectly supplied will be handled in accordance with this policy and applicable legal requirements.

9. Lost or Delayed Return Shipments

Customers should retain their return tracking information and proof of postage when sending authorized returns.

If an authorized return shipment is delayed or lost, please contact our support team with the available tracking details.

Where SoleHave provides a prepaid return shipping label or arranges the return shipment, we will assist with investigating any shipping issues.

Our team will work with the relevant shipping provider to determine an appropriate resolution.

10. Your Consumer Rights

SoleHave is committed to handling returns and refunds fairly and transparently.

Nothing in this Refund & Return Policy excludes or limits consumer rights that cannot legally be waived under applicable federal or state consumer protection laws.

If you receive a product that is defective, damaged, incorrectly supplied, or materially different from its description, please contact our customer support team so we can investigate and provide an appropriate resolution.

Where applicable law provides additional return, cancellation, refund, or warranty rights, those rights will take precedence over any conflicting provisions in this policy.

11. Contact Information

For questions about returns, refunds, exchanges, cancellations, or existing return requests, please contact us.

Store Name: SoleHave
Legal Company Name: BACNA LLC
Registered Business Address: 30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: support@solehave.com
Phone: +1 409 800 6989
Website: https://solehave.com

Important: Our registered business address is not a product return address. Please contact our support team to receive the authorized return destination and shipping instructions before sending any package.

We are committed to resolving eligible customer concerns and providing a clear, professional, and transparent return and refund experience.