Privacy policy

Homecoze Privacy Policy
Last Updated: 15 September 2026

Your trust matters to us. Homecoze uses personal information to provide a secure shopping experience, deliver your order, offer helpful support and show you more relevant products and offers. We do not sell your personal information for money, and we give you choices over how we communicate with you.

Privacy at a Glance

• Secure payments: Payments are processed by trusted payment providers. Homecoze does not ordinarily receive or store your complete card number.
• Limited sharing: We share information only where reasonably necessary to operate our store, fulfil orders, provide support, improve and market our services, and meet our legal obligations.
• No sale of your information: We do not sell personal information to third parties for money.
• Your marketing choices: You can unsubscribe from marketing emails or SMS messages at any time.
• Your information: You can ask to access or correct the personal information we hold about you.

Jump to section:

• 1. About This Policy
• 2. Personal Information We Collect
• 3. How We Collect Personal Information
• 4. How We Use Personal Information
• 5. Who We Share Personal Information With
• 6. Marketing, Cookies & Advertising
• 7. Overseas Disclosure & Automated Processing
• 8. Security & Retention
• 9. Access, Correction & Deletion Requests
• 10. Children & Third-Party Services
• 11. Data Breaches
• 12. Complaints, Contact Details & Policy Changes

1. About This Policy

Homecoze is operated by Bryant-Villares Group Pty Ltd (ABN 91 682 994 707). In this policy, “Homecoze”, “we”, “us” and “our” refer to Bryant-Villares Group Pty Ltd, trading as Homecoze.

This policy explains how we collect, hold, use, disclose and protect personal information when you visit homecoze.com.au, create an account, place or attempt to place an order, contact us, subscribe to marketing, submit a review or otherwise interact with Homecoze.

We manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws.

“Personal information” generally means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

2. Personal Information We Collect

The information we collect depends on how you interact with us and may include:

• Identity and contact details: Your name, email address, telephone number, billing and delivery addresses, account details, business details and the details of an authorised representative or delivery recipient.
• Order and transaction information: Products viewed, added to your cart or purchased, order history, delivery instructions, discount codes, payment method, transaction status, refunds, returns, warranties, tracking, chargebacks and fraud-prevention information.
• Customer-support information: Emails, chatbot messages, support tickets, social media messages, enquiries, complaints and any photographs, videos or documents you provide.
• Marketing and review information: Subscription and consent records, communication preferences, campaign engagement, product interests, review invitations, ratings, reviews and content you choose to submit.
• Website and device information: Your IP address, approximate location, browser, device, operating system, cookie or advertising identifiers, referring source, website activity, searches, cart and checkout activity, and performance, diagnostic or security information.

We do not ordinarily seek sensitive information, such as health information, racial or ethnic origin, religious beliefs, political opinions or biometric information. If you voluntarily provide sensitive information that is reasonably necessary for us to assist you, we will handle it with your consent or as otherwise permitted by law. Please do not provide sensitive information unless it is relevant to your enquiry.

If you provide personal information about another person, such as a gift or delivery recipient, you must be authorised to provide it and should make them aware of this policy.

3. How We Collect Personal Information

We may collect personal information:

• Directly from you when you browse our website, create an account, place an order, enter information at checkout, subscribe to marketing, contact us, make a return or warranty claim, submit a review or interact with our social media.
• Automatically through cookies, pixels, tags, local storage, server logs, analytics tools, APIs and similar technologies.
• From third parties such as Shopify, payment providers, fulfilment partners, warehouses, couriers, Klaviyo, Gorgias, Judge.me, Google, Meta and other service providers connected to our store.

Information entered into a cart or checkout may be stored before an order is completed. This helps us preserve your cart, provide checkout and customer support, prevent fraud and, where permitted, send abandoned-cart, abandoned-checkout or browse-abandonment reminders.

You can browse much of our our website without identifying yourself. However, if you do not provide information that is reasonably necessary, we may be unable to process or deliver an order, take payment, issue a refund, investigate a complaint, provide support or complete a return or warranty request. Subscribing to marketing is never required to make a purchase.

If we receive personal information that we did not request and are not permitted or required to retain, we will take reasonable steps to destroy or de-identify it.

4. How We Use Personal Information

We may collect, hold, use and disclose personal information to:

• Operate our website, accounts, shopping cart and checkout
• Process payments, orders, deliveries, returns, refunds, store credits and warranty claims
• Communicate about orders, tracking, support enquiries, product safety and account security
• Verify transactions and investigate suspected fraud, chargebacks, payment disputes or misuse
• Provide customer support and maintain records of enquiries and resolutions
• Personalise content, product recommendations and permitted marketing communications
• Measure and improve our website, products, customer experience and advertising
• Maintain accounting, tax, audit, insurance and other business records
• Comply with legal obligations and lawful requests, enforce our terms and protect our customers, business and systems
• Manage a proposed or completed sale, merger, restructure or transfer of all or part of our business

Order confirmations, payment notices, delivery updates, support responses, warranty communications and safety notices are service communications rather than marketing and may continue after you unsubscribe from marketing.

5. Who We Share Personal Information With

We may disclose personal information where reasonably necessary to:

• Shopify and ecommerce service providers
• Payment, banking and buy now, pay later providers, including Shopify Payments, PayPal, Afterpay and Zip
• Product suppliers, fulfilment warehouses, couriers and logistics providers
• Klaviyo for email marketing, customer segmentation and automated communications
• Gorgias and authorised customer-support service providers
• Judge.me and other review or feedback services
• Google, Meta and other analytics, advertising and measurement providers
• Cloud hosting, IT, security, fraud-prevention and other business service providers
• Accountants, lawyers, insurers, auditors, banks and other professional advisers
• Courts, regulators, government departments or law enforcement where authorised or required by law
• Potential purchasers and advisers involved in a proposed business sale, merger or restructure

For example, a warehouse or courier may receive your name, contact details, delivery address, products ordered and delivery instructions. Payment providers may receive transaction information, while banks and payment providers may receive relevant order, communication, tracking, refund and proof-of-delivery information when investigating fraud, chargebacks or payment disputes.

Payments are processed by the provider selected at checkout. Homecoze does not ordinarily receive or store your complete payment-card number, but may receive limited information such as the payment method, transaction identifier, payment status or last digits of a card. Payment and buy now, pay later providers may independently assess transaction approval, identity, fraud risk or credit eligibility under their own terms and privacy policies.

We do not sell personal information to third parties for money. We may share limited identifiers and online activity with advertising providers for measurement, audience matching and personalised advertising as explained below.

6. Marketing, Cookies & Advertising

Email and SMS Marketing

Where you have consented or we are otherwise permitted by law, Klaviyo may help us send and personalise newsletters, promotions, product recommendations, review requests and abandoned-cart, abandoned-checkout or browse-abandonment reminders.

You can unsubscribe from marketing emails using the unsubscribe link in any marketing email. You can unsubscribe from SMS marketing by replying STOP or contacting us. Providing a telephone number for an order, delivery or customer-service enquiry does not automatically subscribe you to SMS marketing.

SMS message frequency may vary and standard message or data charges imposed by your telecommunications provider may apply. Consent to marketing is not a condition of purchase.

We may retain limited information on a suppression list after you unsubscribe so that we can continue to honour your preference. Unsubscribing from marketing does not prevent necessary order, payment, delivery, account, safety or customer-support communications.

Cookies and Similar Technologies

We and our service providers use cookies, pixels, tags, APIs and similar technologies to:

• Operate and secure our website, accounts, cart and checkout
• Remember preferences and recently viewed products
• Understand website traffic, performance and customer journeys
• Prevent fraud and diagnose technical problems
• Measure advertising and personalise products, offers and communications

We use services including Shopify Analytics, Google Analytics, Google Ads, the Meta Pixel and Meta Conversions API. Where enabled, services such as Google enhanced conversions or Customer Match may receive transformed or hashed contact information for conversion measurement or audience matching. Hashed information may still be treated as personal information.

You can manage cookies through your browser or device settings. You can also manage personalised advertising through Google My Ad Center, Meta Ad Preferences and applicable Shopify privacy controls. Blocking cookies may affect some website features.

Reviews and Public Content

We may invite you to submit a review through Judge.me or provide links to Google, ProductReview.com.au or another independent review platform. Reviews, ratings, profile names and media you submit may be displayed publicly according to the service and your choices.

Information submitted directly to an independent review platform is handled under that platform’s privacy policy. Photos, videos or private communications supplied for customer support or a warranty claim will not be treated as public review content. We will obtain any additional permission required before using private customer content in advertising.

7. Overseas Disclosure & Automated Processing

Overseas Disclosure

Some technology, marketing and customer-support providers may store, access or process personal information outside Australia. Overseas locations are likely to include the United States, Canada, Singapore, the Philippines, the United Kingdom and countries within the European Economic Area.

These locations may change when a provider changes its personnel, infrastructure or subprocessors. Before disclosing personal information to an overseas recipient, we take reasonable steps in the circumstances to ensure the information is handled consistently with applicable Australian privacy requirements, unless an exception under the Privacy Act applies.

Automated Processing

We may use automated tools to segment customers, personalise recommendations and marketing, trigger permitted communications, measure advertising, prioritise support enquiries and identify potentially fraudulent activity.

Automated fraud indicators may assist our team, but a team member reviews flagged orders before Homecoze decides to cancel an order. Our automated tools do not ordinarily make decisions that could reasonably be expected to significantly affect your rights or interests without human review.

If we introduce automated decision-making that is required to be disclosed under applicable law, we will update this policy with the required information.

8. Security & Retention

How We Protect Personal Information

We use reasonable administrative, technical and organisational safeguards to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These measures may include restricted access, account-security controls, reputable technology providers, confidentiality obligations, backups and incident-response procedures appropriate to the information and risks involved.

No method of internet transmission or electronic storage is completely secure, so absolute security cannot be guaranteed. You are responsible for keeping your account password secure and should contact us if you suspect unauthorised access to your account.

How Long We Keep Personal Information

We retain personal information for as long as reasonably necessary to fulfil orders, provide support, administer warranties and returns, maintain tax and accounting records, prevent fraud, resolve disputes, manage chargebacks, enforce agreements and comply with legal obligations.

Different information may be retained for different periods. We may retain limited suppression records after a marketing opt-out and some information may remain temporarily in secure backups until those backups are deleted or overwritten through ordinary processes.

When personal information is no longer required for a permitted purpose and we are not legally required to retain it, we take reasonable steps to destroy or de-identify it.

9. Access, Correction & Deletion Requests

You may ask to access personal information we hold about you or request that inaccurate, out-of-date, incomplete, irrelevant or misleading information be corrected. You can make a request through our Contact Form or email support@homecoze.com.au.

To protect your privacy, we may need to verify your identity, the information requested and the authority of anyone acting for you. We aim to respond within a reasonable period, generally within 30 calendar days.

There is no charge for making an access or correction request. In limited circumstances, a reasonable cost may apply for providing access; we will explain it before proceeding. We may refuse access or correction where permitted by law and will generally provide written reasons and available complaint options where required.

You may also ask us to delete personal information. Australian privacy law does not provide an unrestricted right to deletion in every circumstance, but we will consider the request and delete or de-identify information that is no longer required. We may retain records needed for orders, warranties, returns, taxation, accounting, fraud prevention, chargebacks, complaints, disputes, legal claims or other compliance obligations.

10. Children & Third-Party Services

Children and Minors

Our purchasing and customer-account services are intended for adults. We do not knowingly collect personal information directly from anyone under 18 to create an account, process an order or send marketing without appropriate involvement from a parent or guardian.

If you believe a minor has provided personal information without appropriate authorisation, please contact us so we can investigate and take appropriate action.

Third-Party Websites and Services

Our website and communications may link to payment providers, social media, review platforms and other third-party services. We do not control their privacy practices, and their handling of information is governed by their own policies and terms. Please review those policies before providing information directly to a third party.

Our store is hosted by Shopify. You can learn more about Shopify’s handling of customer information in its Consumer Privacy Policy.

11. Data Breaches

We maintain procedures for responding to suspected or actual data breaches. If a breach is likely to result in serious harm and notification is required under the Notifiable Data Breaches scheme or another applicable law, we will notify the Office of the Australian Information Commissioner and affected individuals as required.

A notification may explain what happened, the types of information involved and recommended steps affected individuals can take.

12. Complaints, Contact Details & Policy Changes

Privacy Complaints

If you believe we have mishandled your personal information or breached an applicable privacy obligation, please contact our Privacy Officer in writing. Include your contact details, a description of your concern, any relevant order numbers or communications and the outcome you are seeking.

We will acknowledge and investigate your complaint and aim to provide a substantive response within 30 calendar days. If we reasonably require more time, we will let you know.

We encourage you to contact us first so we have an opportunity to resolve the matter. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner.

Contact Us

Privacy Officer
Bryant-Villares Group Pty Ltd (ABN 91 682 994 707), trading as Homecoze
Suite 1343, 17 Gould Road
Herston QLD 4006
Australia

Email: support@homecoze.com.au
Contact Form: homecoze.com.au/pages/contact-us

This is a mailing address only and is not a showroom, warehouse or returns facility.

Changes to This Policy

We may update this policy when our practices, service providers, technologies or legal obligations change. The latest version will be published on our website with a revised “Last Updated” date. Where a change is material, we may also provide notice through our website, customer accounts, email or another appropriate method.