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 ca

Refund and Returns Policy

If you need to cancel your order:. Please contact us ASAP should you need to cancel your order. You can message us via our website chat or email us at info@thefootcollective.com. If your order hasn’t been fulfilled yet, we’ll be able to assist you wi

If you need to cancel your order:<ul><li>Please contact us ASAP should you need to cancel your order. You can message us via our website chat or email us at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a></li><li>If your order hasn&#x2019;t been fulfilled yet, we&#x2019;ll be able to assist you with a cancellation and refund you in full</li><li>If your order has already shipped, you&#x2019;ll need to follow the below Cancelled Order Returns process in order to obtain a full refund.</li></ul>Cancelled Order Returns<ul><li>Once the order arrives to you, please avoid opening the package if you would like to return all items for a full refund</li><li>If the package is opened, and it contains Wild Toes or a Foot Sack, we cannot then accept a return on these items due to hygiene reasons</li><li>Please send us a message via our website chat or send us an email at <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a> to notify us that you are ready to return the item along with a photo of the package</li><li>We&#x2019;ll then provide you with a pre-paid return shipping label and instructions for returning the package</li></ul>

What is your Cancellation Policy?

At The Foot Collective (TFC), we want to ensure you receive your products in perfect condition. If your item arrives in an unacceptable state, follow these steps:. Take Photos:. Capture clear photos of the damage to the product. Contact Us:. Send an

At The Foot Collective (TFC), we want to ensure you receive your products in perfect condition. If your item arrives in an unacceptable state, follow these steps:<h2 id="what-to-do">What to Do:</h2><ol><li style="font-size: 16px;">Take Photos:<ul style="font-size: initial;"><li style="font-size: 16px;">Capture clear photos of the damage to the product.</li></ul></li><li style="font-size: 16px;">Contact Us:<ul style="font-size: initial;"><li style="font-size: 16px;">Send an email to <a href="mailto:info@thefootcollective.com" rel="nofollow noopener noreferrer" target="_blank" style=" text-decoration: underline;">info@thefootcollective.com</a>.</li><li style="font-size: 16px;">Include:<ul style="font-size: initial;"><li style="font-size: 16px;">Your order number</li><li style="font-size: 16px;">The photos of the damaged product</li><li style="font-size: 16px;">A brief description of the issue</li></ul></li></ul></li></ol><h2 id="what-happens-next">What Happens Next:</h2><ul><li style="font-size: 16px;">Once we receive your email, our team will review the information.</li><li style="font-size: 16px;">We will arrange to send out a replacement item to you promptly, free of charge.</li></ul>

What should I do if my product arrives damaged?

The SoleMate 60-Day Money-Back Guarantee applies to purchases of the TFC SoleMate and the TFC SoleMate Kit bought directly from TFC's online store. Use your SoleMate consistently and follow the SoleMate Training Program. If you don't find value, you

<h2 id="isPasted">What the guarantee covers</h2>The SoleMate 60-Day Money-Back Guarantee applies to purchases of the TFC SoleMate and the TFC SoleMate Kit bought directly from TFC&apos;s online store.Use your SoleMate consistently and follow the SoleMate Training Program. If you don&apos;t find value, you can request a full refund within 60 days of delivery.This guarantee is separate from TFC&apos;s standard Refund and Returns Policy.<hr><h2 id="eligibility">Eligibility</h2>To claim under this guarantee, all of the following must apply:<ul><li style="font-family: Inter;">Genuine use. You have used the SoleMate Training Program for a minimum of 14 days. TFC verifies this through Training Program activity records.</li><li style="font-family: Inter;">Contact window. You contact TFC within 60 days of your delivery date.</li><li style="font-family: Inter;">Direct purchase. Your SoleMate or SoleMate Kit was purchased directly from TFC&apos;s online store, not through a third-party retailer or wholesaler.</li><li style="font-family: Inter;">Original purchaser. The guarantee applies to the original purchaser only (your first purchase with TFC). It does not apply to products purchased at wholesale or Pro member pricing, or to products purchased at TFC-run events, workshops, or exhibitions.</li><li style="font-family: Inter;">One per household. One guarantee claim per residential delivery address.</li></ul><hr><h2 id="how-to-make-a-claim">How to make a claim</h2>Contact TFC before returning anything. Do not send items back without written approval - we cannot process refunds or cover postage for unsolicited returns.<ol><li style="font-family: Inter;">Email <a href="mailto:info@thefootcollective.com">info@thefootcollective.com</a> or use website chat within 60 days of delivery.</li><li style="font-family: Inter;">Include your order number and photos of the product. A brief note on your experience is welcome but not required.</li><li style="font-family: Inter;">TFC will verify your Training Program activity and confirm next steps in writing.</li><li style="font-family: Inter;">Once approved, return the product at your own cost once advised by TFC staff.</li><li style="font-family: Inter;">Your refund will be processed to the original payment method within 3&#x2013;7 business days of return receipt. A store credit is available as an alternative if you prefer.</li></ol><hr><h2 id="important-notes">Important notes</h2><ul><li style="font-family: Inter;">SoleMate Kit refunds. If your SoleMate was purchased as part of the SoleMate Kit and you request a guarantee refund, the entire kit is refunded. Other items (Wild Toes, Foot Sacks) are not refundable under this guarantee unless purchased as part of the SoleMate Kit.</li><li style="font-family: Inter;">Training access. Training Program access is included with purchase and is revoked upon refund.</li><li style="font-family: Inter;">Statutory rights. This guarantee is in addition to, and does not limit, any rights you have under applicable consumer law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply under the Australian Consumer Law, the UK Consumer Rights Act 2015, and equivalent mandatory consumer legislation in your jurisdiction.</li><li style="font-family: Inter;">Rejected claims. If your claim does not meet the eligibility requirements above, your statutory rights under applicable consumer law are unaffected.</li></ul><hr><h2 id="getting-the-most-from-your-solemate">Getting the most from your SoleMate</h2>This guarantee exists because we back the product, not as a shortcut for change of mind. To give the SoleMate a genuine trial:<ol><li style="font-family: Inter;">Use it consistently. Foot strength and mobility build over time. Daily use makes the difference.</li><li style="font-family: Inter;">Follow the Training Program. The SoleMate Training Program takes you through three levels, four weeks each. Consistent use of the program is what builds foot strength and mobility over time.</li><li style="font-family: Inter;">Track your progress. Notice changes in how your feet feel underfoot, how your balance holds, and what movements feel easier.</li><li style="font-family: Inter;">Contact us if you are struggling. If you hit a sticking point, reach out before requesting a refund. Our team can help you find the right level and pace.</li></ol><hr>

What is the SoleMate 60 day Money-Back Guarantee?

Send us a message and we will reply via email within two business days.

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The Foot Collective 

Returns

How do I access online training for my TFC Tool?

How do I log in to my account?

How do I manage or cancel my TFC Community Membership Subscription?

TFC Pro Membership Overview

TFC Pro Certification Overview

What is the difference between the TFC Pro Certification Event and the TFC Guide Certification Event

TFC Pro Certification (Quick Overview)

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Webinar - Understanding Digital Deformities Through Foot Function

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TFC Guide Certification - Overview & FAQ

TFC Guides

How do I access the TFC App and Community?

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What is a TFC Explorer Membership?

What is The Foot Collective Community?

General Membership & App Questions

I have a specific condition, will the FRP help?

Do I need any physical tools for the Foot Restoration Program?

What time commitment does the FRP require?

Will the Foot Restoration Program be broken up into specific conditions?

Foot Restoration Program FAQ

Foot Restoration Program (FRP) Birthday Offer Terms and Conditions

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TFC Training & Programs

Online Training, Memberships & App, Certifications

When will my order be shipped?

What are TFC’s delivery options?

Where is my order?

Where’s the rest of my order?

Where We Ship From

Dispatch & Delivery

What is TFC’s Warranty & Replacement Guarantee Policy?

Can I cancel my order?

Can I change my delivery address / shipping address ?

Product lost, missing or damaged in transit, what now?

My order tracking is showing delays, what can I do?

How can I track my order?

Can I change my billing address?

Christmas and Holiday Cut Off's 2025

Wholesale | TFC Wholesale Programs and Purchasing

Orders

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How do I get the most out of my TFC Product?

What are the benefits of a TFC SoleMate?

Why do we use cork in our products?

What balance tool is right for me?

SoleMate Design Improvements

Wild Toes Care and Usage Guide

Product Info

Does The Foot Collective offer wholesale or bulk order options?

Does The Foot Collective have an Affiliate Program?

Collaborate

How can I attend a TFC event near me?

How to Use Class Packages or Membership Credits

How to reschedule or cancel a class booking or Foot Health Assessment?

How to book classes or consults with The Foot Collective

What is TFC’s Event Cancellation Policy?

Other FAQs about classes and consults

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Barefoot Shoe and Foot Health Expo 2026 | Event Information and FAQ's

Barefoot Shoe & Foot Health Expo Australia 2026 | Ticket Holder Terms & Conditions