Refund policy

Our Commitment

The Foot Collective Pty Ltd (ABN 16 629 674 004) ("TFC") stands behind the quality of its products and services. We want every customer to feel supported. While we have clear policies to protect fairness and quality, we approach every request with care, clarity, and flexibility where possible.

This policy does not limit any rights you have under the Australian Consumer Law or equivalent mandatory legislation in your jurisdiction.

1. Physical Products

1.1 Return eligibility for Physical Product

You can return an eligible physical product for a full product refund if your return meets all of the following criteria:

  • You contact us within 30 days of delivery (for change-of-mind returns)
  • The product is in like-new, re-sellable condition - no visible wear, dirt, odours, or damage; clean, unused, and in its original, intact packaging; and
  • The product was purchased directly from TFC's online store (not through a third-party retailer or wholesaler).
  • The product is not an item listed as Final Sale. See section 1.2.

If a physical tool is returned for a refund, any accompanying digital program access may be suspended (see Section 3.4).

1.2 Final sale items

The following product is final sale and cannot be returned for change of mind once the hygiene seal has been broken. This is in accordance with Article 16(e) of the EU Consumer Rights Directive and Regulation 28(3)(d) of the UK Consumer Contracts Regulations 2013:

  • Wild Toes (toe spreaders and toe resistance band): final sale once the sealed packet has been opened. Unopened sealed product may be returned within the statutory cooling-off period.

Some promotional campaigns and sale items may be marked as final sale (or otherwise have different return conditions) at the time of purchase. Where this applies, those terms take precedence.

All other products, including Foot Sacks, Cork Balls, TFC SoleMates and individually-sold Toe Resistance Bands, may be returned for change of mind within 30 days of delivery, in accordance with our standard returns policy in Section 1.4. To be eligible for refund, returned items must be in a clean, unused, resalable condition. Items showing signs of use, soiling, or damage will be refused or refunded at a reduced amount reflecting the diminished value.

1.3 Return type definitions + contact windows

  • Change of mind: You no longer want the item (for example, you ordered by mistake, you changed your mind, or it is not what you expected). Contact us within 30 days of delivery to request a return. Returns requested after 30 days may be declined, unless covered by a specific guarantee or required by law. This is separate from our 60-day money-back guarantee, which requires trialling the product.

    UK/EU note: Nothing in this policy limits any statutory rights that apply in your region (including any applicable withdrawal/cooling-off rights for online purchases). Where those rights apply, they take precedence.

  • Medical condition / injury / cannot use: If you wish to return your item due to medical condition or injury, contact us within 30 days of delivery. This is treated as a standard change-of-mind return and is separate from our 60-day money-back guarantee, which requires trialling the product.

  • Damaged or faulty item (on arrival): Your item arrives damaged, defective, or not functioning as intended on arrival (including damage in transit). Contact us within 14 days of delivery for a replacement or refund (see Section 2). For faults that develop later, your local statutory consumer rights apply in conjunction with our warranty policy.

  • Incorrect order: You received the wrong item, the wrong size/variant, or an item is missing from your order. Contact us within 14 days of delivery and we will make it right.

  • SoleMate 60-Day Risk-Free Trial / Money-Back Guarantee: This applies to SoleMate purchases where you have trialled the product. To be eligible, you must follow the requirements in the SoleMate 60-Day Money-Back Guarantee (including trial and eligibility criteria). This is separate from the standard change-of-mind return window above.

1.3.1 Change-of-mind exchanges

Exchanges due to change of mind are treated as standard change of mind returns, and the same eligibility rules apply. You must contact TFC within 30 days of delivery to request an exchange. Exchanges requested after 30 days of delivery may be declined unless required by law.

When we send the replacement item

For change-of-mind exchanges, the replacement item will only be sent once TFC has received the original item back and confirmed it meets the return eligibility requirements (including being in like-new, re-sellable condition).

If an exchange is requested due to a fault or warranty issue, the above return-eligibility requirements do not apply in the same way. Fault and warranty remedies are handled under Section 2 and your statutory consumer rights.

1.4 Who covers return shipping

  • Incorrect order: TFC covers return shipping.
  • Damaged or faulty item: TFC covers return shipping.
  • Change of mind (including medical condition): Return shipping is pre-paid by TFC for your first eligible physical order only. For any other approved change-of-mind return, return shipping is at the customer's expense unless required by law.
  • Change of mind exchanges (eligible exchanges): Exchanges are treated as change of mind and the same eligibility rules apply. For eligible Australian, UK, and US exchanges on a first eligible physical order, return shipping is pre-paid by TFC. Shipping for the replacement item is paid by the customer. For international exchanges, both the return shipping and the replacement shipping are paid by the customer.
  • International returns (all return types): International return shipping is not pre-paid. International customers must pay return shipping and provide tracking details to TFC. International returns are any returns outside Australia, the UK, and the US.

1.4.1 Bulk orders (return shipping)

For the purpose of this policy, a bulk order means:

  • more than 10 units in one order

For bulk orders, return shipping is paid by the customer for change-of-mind returns and exchanges. Faulty items and statutory consumer guarantee claims are handled in line with Section 2 and applicable law.

1.5 How to start a return

You must contact us via website chat or at info@thefootcollective.com within the timeframe that applies to your return type (see Section 1.3):

  • Change of mind / medical condition / exchanges: within 30 days of delivery
  • Damaged or faulty item: within 14 days of delivery
  • Incorrect order: within 14 days of delivery

First eligible order (pre-paid return shipping)

Pre-paid return shipping for change-of-mind returns is available for your first eligible physical order only. Eligibility is assessed using your customer details (for example email address and order history).

Delivery date definition: Delivery date means the date the carrier marks the parcel as delivered. The carrier delivery notification is treated as proof of delivery unless the package is otherwise reported as not delivered in line with our shipping policy.

1.6 Returns timeline (physical products)

Deadline Measured from What must happen
Within 14 days Delivery date You contact TFC to report an incorrect order or a damaged/faulty item
Within 30 days Delivery date You contact TFC to request a return (change of mind / eligible returns)
Within 7 days Return approval date Your parcel is lodged and a carrier scan is visible (you provide tracking details to TFC if it is an international return)
Within 60 days Delivery date Your return is received back by TFC/warehouse (75 days for international)
60-Day Moneyback Guarantee (SoleMate & SoleMate Kit only) Delivery date If you have trialled your SoleMate and want to use the 60-Day Money-Back Guarantee, follow the requirements in the SoleMate 60-Day Money-Back Guarantee (this is separate to the standard change-of-mind return)

All returns are individually assessed to ensure fairness, quality assurance, and policy alignment. TFC reserves the right to decline returns that do not meet the eligibility criteria.

To process a return we require:

  • Your order number or proof of purchase from TFC;
  • A photo of the eligible return item in like-new condition, including photos of the original packaging; and
  • Your reason for return.

Once approved, TFC will provide a pre-paid return label (where applicable) and guide you through the process.

If your return is approved and you are issued a return label, you must lodge the parcel with the carrier within 7 days. If the parcel is not scanned by the carrier within this timeframe, the return may be cancelled and no refund will be provided.

For physical product returns, the item must also be received back by TFC within 60 days of delivery. If the item is not received back within the applicable timeframe, a refund will not be provided and the return may not be accepted.

Refunds are processed once TFC can reasonably confirm the return has been completed in line with this policy.

1.7 International returns

Return shipping is not pre-paid. If your return is approved, you must provide tracking details to TFC and a carrier scan must be visible within 7 days. If a scan is not visible within this timeframe, the return may be cancelled and no refund will be provided. TFC will provide you with instructions for returning your product, including a warehouse product label for return.

1.8 Refund and store credit processing

After the return is processed and approved by TFC, the approved refund will be issued to the original payment method within 3–7 business days, depending on your bank. While a standard refund is the default method, customers are entitled to a store credit instead if they so choose.

1.9 Returns for Bundled Kits

If you request a return or refund for items that were purchased as part of a kit, we will refund only the difference between:

  • the price you paid for the kit, and
  • the full retail value of any items you keep.

1.10 Order cancellations

Contact TFC as soon as possible if you need to cancel your order via website chat or at info@thefootcollective.com.

  • If your order has not yet been fulfilled: TFC will cancel and refund in full.
  • If your order has already shipped: the standard 'change of mind' return process applies upon delivery.

Cancelled order returns: If your order has shipped and you wish to return all items, avoid opening the package. If opened and the package contains Wild Toes (toe spreaders or toe resistance band) where the hygiene seal has been broken, TFC reserves the right to refuse return of those items. The remainder of the order may still be returned in line with this policy. Contact TFC with a photo of the package to receive a pre-paid return shipping label and instructions.

2. Defective Products and Warranty

2.1 Damaged on arrival

If your product arrives damaged or faulty on arrival, contact TFC within 14 days of delivery with your order number and photographs of the issue. TFC will arrange a replacement or refund. You will not typically need to return the item. For faults that develop later, refer to Section 2.2 (TFC 12-month warranty) and Section 2.3 (statutory consumer rights).

2.2 TFC 12-month warranty

TFC offers a 12-month warranty against manufacturing faults from the date of original purchase. This warranty is in addition to your statutory consumer rights and does not exclude, limit, or replace them.

Under this warranty, TFC will provide a repair, replacement, or refund (at TFC's discretion) for products that fail due to a manufacturing defect under normal use. Damage caused by misuse, accidental damage, normal wear and tear, or use inconsistent with product instructions is not covered.

2.3 Your statutory consumer rights

Nothing in this policy excludes, restricts, or modifies your statutory consumer rights. Where local consumer protection law provides rights more favourable than those set out in this policy, those rights apply.

European Economic Area (EU member states, Norway, Iceland, Liechtenstein) and Switzerland

Under the EU Sale of Goods Directive and equivalent national laws, you are entitled to repair, replacement, price reduction, or refund for goods that do not conform to the contract, for a minimum of two years from delivery. The remedy hierarchy and your right to choose between remedies is determined by local law in your country of residence.

United Kingdom

Under the Consumer Rights Act 2015, you have:

  • The right to a full refund for faulty goods within 30 days of delivery (short-term right to reject).
  • The right to repair or replacement after 30 days. If repair or replacement is not possible, is unreasonably delayed, or fails, you are entitled to a price reduction or refund.
  • Statutory claims may be brought for up to six years from delivery (five years in Scotland).

Australia

Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced where they fail to be of acceptable quality but the failure does not amount to a major failure. These rights apply regardless of the timeframes stated elsewhere in this policy.

New Zealand

Under the New Zealand Consumer Guarantees Act 1993, our products come with guarantees that cannot be excluded. You are entitled to a remedy where goods are not of acceptable quality, are not fit for purpose, or do not match their description. Remedies include repair, replacement, or refund depending on the nature and severity of the failure.

United States

Our products are sold with the implied warranty of merchantability and other state-specific consumer protections under applicable state and federal law (including the Magnuson-Moss Warranty Act). These rights apply in addition to TFC's warranty.

Other jurisdictions

If you are a resident outside the regions named above, you may have statutory consumer rights under the laws of your country of residence. Nothing in this policy is intended to exclude, restrict, or modify those rights. Where local consumer protection law provides rights more favourable than those set out in this policy, those rights apply.

3. Digital Products and Online Programs

3.1 General

Due to the nature of digital content, standalone digital programs and courses are generally non-refundable once substantially accessed.

This section applies to one-off digital products and online programs (including programs, courses, and other digital content offered from time to time). These are different to memberships, which are ongoing subscriptions and are covered in Section 4.

If a digital product, online program, service, or offer is not listed in this policy, it may have its own refund or cancellation policy presented at checkout or in the applicable terms.

3.2 14-day refund window

If you have purchased a standalone digital program or course and wish to request a change-of-mind refund, you must contact TFC within 14 days of purchase and must have accessed no more than 20% of the program content. Requests are assessed at TFC's discretion.

If a refund is approved, access to the program will be removed.

EU and UK customers: Under the EU Consumer Rights Directive (Article 16(m)) and UK Consumer Contracts Regulations 2013 (Regulation 37(1)(a)), you have a 14-day right of withdrawal from digital content purchases. Where TFC has obtained your express consent to begin immediate access and you have acknowledged the loss of that right at checkout, the withdrawal right is extinguished on access. Where that mechanism is not in place, your 14-day statutory right applies in full.

3.3 Foot Restoration Program - Completion-Based Money-Back Guarantee

The Foot Restoration Program (FRP) is a digital program and is subject to the general digital product terms in Sections 3.1 and 3.2, including the 14-day change-of-mind refund window (where no more than 20% of the program has been accessed). In addition, TFC offers a completion-based money-back guarantee as set out below.

TFC offers a completion-based money-back guarantee on the Foot Restoration Program (FRP). This guarantee is in addition to your statutory consumer rights and does not limit or replace them.

How to qualify:

  • Complete the Foot Restoration Program, as verified by TFC's completion records in Kajabi.
  • Contact TFC at info@thefootcollective.com within 30 days of completing the program (and within 6 months from purchase) to request a refund under this guarantee.
  • Program must be completed in full to be eligible.
  • Confirm in your request that you completed the program and did not find value in it.

Take as long as you need. There is no time limit on completing the program. The 30-day claim window begins when you finish it.

What happens next:

If you meet the eligibility criteria above, TFC will issue a full refund to your original payment method within 7 business days. Access to the program will be removed on processing of the refund.

What this guarantee covers:

This guarantee is available to customers who purchased the FRP directly from TFC. It is not available for FRP purchased through third-party platforms or as part of a bundle where the FRP component was not separately priced.

What this guarantee does not cover:

  • Requests made more than 30 days after completing the program.
  • Requests based on health outcomes, medical results, or clinical improvement. This program is movement education and training - the guarantee applies to whether you found value in that educational and training experience, not to any health outcome.

This guarantee does not affect your statutory rights. If you have a statutory claim (for example, because the program was not as described or not of satisfactory quality), that claim is separate from and not affected by this guarantee.

3.4 Physical tool and digital program bundles

If a physical tool is returned for a refund, any accompanying digital program access may be suspended.

3.5 Technical issues

If you are unable to access purchased digital content due to a technical issue on TFC's side, contact info@thefootcollective.com. TFC will resolve the issue or provide a refund where resolution is not possible.

4. Memberships

4.1 Cancellation

Memberships (Explorer, Pro, Guide) may be cancelled at any time. Cancellation takes effect at the end of the current billing period. No refund is issued for unused days within a billing period unless required by law.

EU and UK customers: you have a 14-day right of withdrawal from the start of your subscription. If you cancel within this period, you will receive a pro-rated refund for the unused portion, unless you expressly consented to immediate provision of the service and acknowledged the loss of withdrawal rights at sign-up.

4.2 Medical or exceptional circumstances

Membership refund or pause requests for genuine medical reasons (with documentation) are assessed on a case-by-case basis. Contact info@thefootcollective.com.

4.3 Memberships that include physical products

Where a membership tier includes a complimentary physical product (including the SoleMate Kit), that product is available to order during the membership onboarding process. The following applies to any approved refund of the membership fee:

  • If you cancel before ordering the included product during onboarding: the full membership fee is refunded, subject to the cancellation terms in Section 4.1.
  • If you have already ordered the included product during onboarding: any approved refund will be calculated as the amount paid minus the recommended retail price (RRP) of the included product(s) at the time of purchase.

If the included product is returned to TFC unused and in re-saleable condition in accordance with Section 1, no deduction applies and the full membership fee is refunded.

The RRP used for the deduction calculation is the price listed on TFC's website at the time of your membership purchase. If you are unsure whether you have ordered your included product, contact info@thefootcollective.com.

5. Events - Participant Cancellation

All cancellation requests must be made in writing to info@thefootcollective.com.

Event types covered by this policy

This policy applies to:

  • Workshops
  • Pro Certifications
  • Guide Certifications

Event types not covered by this policy

Any other event type not listed above may have a separate refund policy. If you are unsure which policy applies, email info@thefootcollective.com before purchasing or requesting a refund.

5.1 Cancellations and Refunds

  • More than 10 days before the event: Full refund.
  • Less than 10 days before the event: No refund unless under special circumstances.
  • Less than 2 business days notice: We may not be able to process changes in time.
  • Event no-show: No refund.

5.2 Ticket transfers

Tickets can be transferred to another attendee. If you would like someone to go in your place, contact info@thefootcollective.com a minimum of 2 business prior to the event date and we'll help you update the attendee details.

Tickets cannot be transferred to another event. Refund terms apply instead.

5.3 TFC cancellation or reschedule

If TFC cancels or reschedules an event, all ticket holders receive a full refund.

5.4 No-show policy

If you do not attend without notice, no refunds or credits will be issued.

5.5 Special circumstances

For medical emergencies, extreme weather, or unforeseen circumstances, contact info@thefootcollective.com. Requests are assessed case by case and refunds provided where applicable.

5.6 Event tickets that include physical products

Where an event ticket (including Guide Certifications) includes a complimentary physical product (including the SoleMate Kit), that product is dispatched at the time of registration. Any approved refund under Section 5.1 will be calculated as the amount paid minus the recommended retail price (RRP) of the included product(s) at the time of purchase.

If the included product is returned to TFC unused and in re-saleable condition in accordance with Section 1, no deduction applies and the full ticket price is refunded subject to the cancellation terms in Section 5.1.

The RRP used for the deduction calculation is the price listed on TFC's website at the time of ticket purchase. If you are unsure which products were included with your ticket, contact info@thefootcollective.com.

5.7 Consumer guarantees

Nothing in this section limits any rights you have under the Australian Consumer Law or equivalent mandatory consumer protection legislation in your jurisdiction that cannot be lawfully excluded. EU and UK customers: event tickets for leisure activities with a specific date are exempt from the 14-day right of withdrawal under the EU Consumer Rights Directive (Article 16(l)) and UK Consumer Contracts Regulations (Regulation 28(1)(h)).

6. Wholesale / Trade Orders

Wholesale (trade) purchases are subject to separate wholesale terms and are generally not eligible for change-of-mind returns. This includes any purchases made through a wholesale discount program (including TFC Pro) and any once-off wholesale arrangements agreed with TFC.

If a wholesale order arrives incorrect, damaged, or faulty, contact TFC within 14 days of delivery with your order details and photos, and we will work with you to resolve the issue.

7. How to Contact Us

For all refund, returns, and exchange enquiries (exchanges are treated as change of mind and the same eligibility rules apply):

The Foot Collective Pty Ltd (ABN 16 629 674 004) Email: info@thefootcollective.com 79 Sellheim St, Grange QLD 4051, Australia

We aim to respond to all enquiries within 2 business days.