Refund Policy

1. Scope of Application

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This refund policy applies to all genuine sneakers and accessories purchased through this website (soleheaven.com). If you purchased through other platforms or offline channels, please refer to the refund policy of the corresponding channel.

II. Refund Conditions

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1. Product Quality Issues

   • The product is found to be damaged, broken, or significantly different from the product displayed on the website upon delivery;

   • The product is determined to have manufacturing defects or quality issues.

2. Logistics and Delivery Issues

   • Severe delays (more than 7 days beyond the promised delivery time);

   • Wrong items delivered or items missing from the shipment.

3. Exchange/Return Requests

   • If a return or exchange is requested due to non-quality issues such as incorrect size or style, please ensure the product remains in its original condition (including original packaging, labels, gifts, and invoice).

4. Other circumstances as required by law Under the Australian Consumer Law, if the product does not meet the statutory guarantees of ‘saleable quality’ or ‘fitness for purpose,’ consumers are entitled to request a refund, exchange, or compensation.

5. Request a Refund

6. Please submit your refund request within 14 days of receiving the product via our customer service email (refund@luislovejojo.com), and provide the order number, a description of the issue, and photos.

7. Review and Confirmation

8. We will review your request within 3 business days of receipt and confirm the refund details with you via email or phone.