Return policy
At The Footsie, we want you to love your purchase. If you're not completely satisfied, we offer returns and exchanges in line with Australian Consumer Law.
✅ Returns for Defective Items
If your item arrives damaged or defective, we’ll gladly offer a refund or exchange at no cost to you. Just contact us within 14 days of delivery with a photo and description of the issue.
✅ Returns for Change of Mind
We also accept returns on non-defective items within 30 days of delivery, provided the item is:
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New or slightly used
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In its original packaging
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In a resealable condition
Please note: Return shipping for non-defective items is at the customer’s expense.
🔄 Exchanges
Need a different colour or changed your mind? No problem. Exchanges are accepted within 30 days, following the same condition requirements as above.
📦 How to Return or Exchange
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Email us at thefootsiescrub@gmail.com with your order number and reason for return.
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We’ll provide return instructions and the return address.
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Once we receive and inspect your item, we’ll process your refund or exchange.
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Refunds will be processed to your original payment method within 5 business days of receiving and inspecting your return. You’ll be notified via email once your refund has been issued.
📍 Location
The Footsie is based in Brisbane, Australia and ships Australia-wide.
❗ Please Note:
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Refunds are processed to your original payment method.
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Items marked as final sale or gift cards are not eligible for return.
💬 Still have questions?
Reach out to us anytime at thefootsiescrub@gmail.com — we’re here to help!
FAQ
How does the NDIS checkout work?
How does the NDIS checkout work?
Add your items to your cart. Select "Invoice for NDIS" instead of the standard checkout button. Enter your details including your NDIS number and shipping address. You will not be required to pay at checkout — you will receive an invoice to download. If self managed, process through your portal. If plan managed, forward the invoice to your plan manager for payment. If NDIA managed, please email your invoice tothefootsiescrub@gmail.comwith your date of birth and the budget you wish to use. If you are on the new PACE system, you will need to endorse us as a provider before we can claim your funds.
Can I still purchase The Footsie under the new legislation changes?
Can I still purchase The Footsie under the new legislation changes?
This depends on your NDIS plan goals and funded supports. The Footsie can generally be claimed under Core Consumables or low cost Assistive Technology budgets. The NDIS will only fund supports it considers reasonable and necessary — they must be related to your disability, good value for money, effective and safe. If unsure, speak to your support worker, plan manager or OT. It is your responsibility to confirm eligibility. For further information please visit the NDIS website.
What happens if my invoice doesn't get paid quickly?
What happens if my invoice doesn't get paid quickly?
We don't hold stock against unpaid invoices. If payment is delayed there is a chance we may run out of stock. If that happens we will work with you to find a solution or wait until more stock arrives.
What is The Footsie's ABN?
What is The Footsie's ABN?
Our ABN is 49 913 625 020.
What happens if I am on the new PACE system?
What happens if I am on the new PACE system?
You will need to endorse The Footsie as a provider before we can claim your funds. Our ABN is 49 913 625 020.
What happens if my funds are plan managed?
What happens if my funds are plan managed?
Forward your downloaded invoice to your plan manager for payment.
What happens if my funds are self managed?
What happens if my funds are self managed?
You can claim directly through your portal after purchase.
What will I need to fill out to complete my NDIS invoice?
What will I need to fill out to complete my NDIS invoice?
You will need to complete three steps. First, confirm your quoted items including the product and price. Second, enter your personal details including your name, email address and phone number. Third, enter the participant details including the NDIS participant number, shipping address, suburb, state and postcode. You will also need to select your funding type (Plan Managed or Self Managed), agree to the terms and conditions, confirm your purchase is in accordance with NDIS regulations and is a reasonable and necessary support, and confirm you understand you are responsible for keeping the invoice for audit purposes.
