Returns & Refund Policy

Returns & Refund Policy

We want you to feel confident when shopping with The Footcare Shop. If something isn’t quite right, we’re here to help.

Returns

To start a return, please contact us at info@thefootcareshop.com.au and we will provide instructions on how to proceed.

  • We offer a 30-day return period from the date you receive your order
  • Items must be unused, in their original condition, and returned in original packaging
  • Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect

If your item is faulty or incorrect, we will arrange a return shipping label and organise a replacement or refund.

Try-On & Hygiene Guidelines

To ensure items remain eligible for return, please follow these guidelines when trying on your product:

  • Try items on indoors only, on clean surfaces
  • Wear clean socks when checking insoles, braces, or footwear for the correct size
  • Items should be tried for fit only, and not worn for any period of time
  • Do not remove or damage any tags, packaging, or protective films
  • Ensure products remain in perfect condition (no marks, odours, or signs of wear)

For hygiene reasons, we may be unable to accept returns that do not meet these conditions.

Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item is damaged, defective, or incorrect, contact us as soon as possible at info@thefootcareshop.com.au so we can resolve the issue promptly.

We aim to respond to all enquiries within 1 business day.

Exchanges

If you need a different size or product, please contact us at info@thefootcareshop.com.au and we’ll be happy to assist.

In many cases, we can help arrange the correct item to be sent out quickly, while guiding you through the return process for your original item.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Please allow up to 7 business days for your refund to be processed after approval
  • Additional processing time may apply depending on your bank or payment provider

Non-Returnable Items

We are unable to accept returns on:

  • Sale items
  • Gift cards

Return Address

Please send all returns to:

The Foot Care Shop
PO Box 545
Essendon North VIC 3041
Australia

Your Rights

This policy is in addition to your rights under the Australian Consumer Law (ACL).

We reserve the right to update this policy at any time to reflect changes in legal or operational requirements.