Refund policy

Homecoze Returns, Refunds & Warranty
Last Updated: 15 September 2026

We want you to love every part of your Homecoze order—and feel confident shopping with us. Most products are backed by a minimum 12-month warranty, every order includes complimentary delivery protection, and our friendly Homecoze support team is here if something isn’t right. This policy explains what you can expect from returns, cancellations, warranty claims and refunds.

Returns at a Glance

• Changed your mind? You can request a return within 7 days of receiving your order.
• Return conditions: Items must be unused, unassembled and in their original packaging.
• Refunds: Approved refunds are returned to your original payment method. Change-of-mind return costs and a 10% restocking fee apply.
• Warranty included: Most products include a minimum 12-month warranty.
• Need help? Start a return through our Help Centre or contact our friendly support team.

Jump to section:

• 1. Your Australian Consumer Law Rights
• 2. Order Cancellations & Address Changes
• 3. Change-of-Mind Returns
• 4. Damaged, Incorrect or Incomplete Orders
• 5. Product Faults & Warranty Claims
• 6. Refunds, Store Credit & Replacements
• 7. Need Help?

1. Your Australian Consumer Law Rights

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.

The appropriate remedy depends on the problem. For a major problem, you can choose a refund or replacement. For a minor problem, we will provide an appropriate remedy within a reasonable time, which may include a repair or replacement part. We may assess the product before confirming the appropriate remedy.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded. Our change-of-mind conditions, timeframes and costs do not apply where you are entitled to a remedy under the Australian Consumer Law.

2. Order Cancellations & Address Changes

2.1 When Cancellation Is Possible

Please contact us immediately through our Help Centre or at support@homecoze.com.au if you wish to cancel your order.

If we are still able to stop your order before it completes dispatch processing and is booked onto the courier’s collection manifest, you can choose:

• A refund, minus a 5% cancellation fee calculated on the total amount paid for the cancelled order or items, including associated delivery charges; or
• Full store credit, with the cancellation fee waived.

Important: Tracking details are sent during the final stage of dispatch, so not having received tracking does not necessarily mean your order can still be cancelled.

2.2 When Cancellation Is No Longer Possible

Once your order has completed dispatch processing and been booked onto the courier’s collection manifest, it can no longer be cancelled. You may receive or refuse delivery, or ask us to attempt a return to sender. However, the request cannot be guaranteed once the order is within the courier network, and standard change-of-mind return conditions will apply.

If returned to the warehouse, the order will be processed under Section 3 after it is received and inspected, with applicable restocking and freight costs deducted. If the return-to-sender request is unsuccessful, delivery will continue and you may request a return after receiving the order.

2.3 Delivery Address Changes

Please contact us immediately if your delivery address needs to be changed. We will try to update it before dispatch, but changes cannot be guaranteed once processing begins.

After dispatch, we may request a courier redirection, but this is not guaranteed and charges may apply. Customers are responsible for costs caused by incorrect or incomplete delivery details. See our Shipping & Delivery Policy for more information.

3. Change-of-Mind Returns

We accept change-of-mind returns when you contact us within 7 calendar days of delivery and the product:

• Is unused, unassembled, uninstalled and unaltered
• Remains in its original packaging
• Is clean, complete and in resaleable condition
• Includes all components, hardware, accessories and manuals

How to Request a Return

Start your return through our Help Centre or email support@homecoze.com.au with your order number, a brief reason for the return and photos showing the condition of the product and packaging.

Do not send anything back before receiving written approval and the correct return address. We use multiple return facilities, our mailing address does not accept returns and personal drop-offs are unavailable.

Once approved, lodge the return and provide valid tracking within 5 business days. Contact us before the approval expires if you need more time.

Return Options & Costs

You may choose a refund to your original payment method or Homecoze store credit. Both options are subject to:

• A 10% restocking fee calculated on the amount paid for the returned product or products after discounts, including any associated delivery charge
• The return delivery or collection cost
• Any delivery fee paid with the original order, which is non-refundable

For a partial return, the restocking fee applies only to the returned products and their portion of any delivery charge. We do not ordinarily deduct additional outbound freight where delivery was free or discounted. However, significant non-standard freight caused by the location, product or specialist requirements may be deducted after accounting for any delivery fee already paid. We will confirm all deductions before you proceed.

If using your own courier, choose a tracked, signature-confirmed and suitably insured service. The product remains your responsibility until correctly received at the approved return facility. We cannot accept responsibility for a customer-arranged return that is lost, damaged or cannot be verified as delivered.

Products Excluded From Change-of-Mind Returns

For hygiene and safety reasons, mattresses, pillows, bedding, mattress toppers, mattress protectors and sofa covers cannot be returned for change of mind once their sealed packaging has been opened.

Gift cards and commercial, trade or bulk-volume orders are also excluded unless agreed in writing. Sale items remain eligible when all other conditions are met. These exclusions do not apply to faulty products or claims covered by the Australian Consumer Law.

Return Processing

Your refund or store credit will be processed within 5 business days after the product is received and inspected. If the product no longer meets the eligibility conditions above, we may decline the voluntary return and reasonable redelivery costs may apply.

We do not offer direct exchanges. If you would like another product, choose a refund or store credit and place a new order separately.

4. Damaged, Incorrect or Incomplete Orders

Every order includes complimentary protection against loss or damage during transit. If something arrives damaged, incorrect or incomplete, start a claim through our Help Centre or email support@homecoze.com.au.

Damaged Products

Inspect your order as soon as possible. If an item appears damaged, contact us preferably within 3 calendar days so we can investigate promptly.

Please provide your order number, a brief description and clear photos or video showing:

• The damaged area and complete product
• The outer and any damaged internal packaging
• The shipping label

Prompt reporting helps us resolve the issue faster, but reporting later does not remove your Australian Consumer Law rights. If photos or video are unavailable or do not show the problem, other satisfactory evidence may be considered.

Damage to the packaging alone does not qualify for a remedy where the product itself is unaffected.

Incorrect Products or Missing Parts

If you receive an incorrect product, please provide a photo of the product and shipping label.

If a part appears missing, check every carton, the protective packaging and tracking information, as products may arrive in multiple parcels. Send us a photo of the parts received and, where available, a marked assembly manual identifying what is missing.

For parcels that are delayed or missing from a split delivery, please see our Shipping & Delivery Policy.

What Happens Next

We may arrange replacement parts, repair, replacement or refund depending on the circumstances and your rights. We aim to complete an initial review within 5 business days after receiving the required information.

Where a return is required for a confirmed damaged or incorrect product, Homecoze will cover reasonable return costs where required. For large, heavy or difficult-to-return products, we will arrange collection or cover reasonable collection costs where required.

Do not return, repair or dispose of the product or packaging until we have reviewed your claim and provided written instructions.

5. Product Faults & Warranty Claims

We stand behind the quality of our products. Most products include a minimum 12-month warranty from delivery. Some mattresses and other selected products may include longer coverage where stated on the product page.

Our warranties are additional to your Australian Consumer Law rights, which may continue beyond the stated warranty period.

What’s Covered

• Genuine manufacturing defects in materials or workmanship
• Faulty parts or components under normal domestic use

What’s Not Covered

• Normal wear and tear
• Incorrect assembly, use, care or storage
• Accidental damage, misuse or neglect
• Unauthorised alterations, modifications or repairs
• Abnormal, commercial, rental, public or high-traffic use unless the product is stated as suitable for that purpose
• Natural or minor variations in colour, grain, texture or finish that are consistent with the product description and materials
• A specific characteristic or defect disclosed before purchase, for that disclosed issue only

These exclusions do not remove any Australian Consumer Law rights that may still apply.

How to Make a Claim

Start your claim through our Help Centre or email support@homecoze.com.au with:

• Your order number or another reasonable form of proof of purchase
• A clear description of the problem
• Clear photos or video where reasonably available
• A marked copy of the assembly manual where a particular component is affected or missing

Proof of purchase may include an order confirmation, tax invoice, payment record, bank or card statement, or other information linking the purchase to Homecoze.

We aim to complete an initial review within 5 business days after receiving the required information. Further troubleshooting, evidence or inspection may be needed before we confirm replacement parts, repair, replacement or refund.

If an approved return is required, we will provide instructions and cover reasonable return costs for a confirmed fault. For large, heavy or difficult-to-return products, we will arrange collection or cover reasonable collection costs where required. If we ask you to pay an approved cost and the fault is confirmed, send us the receipt for reimbursement.

If assessment finds no fault or failure to meet a consumer guarantee, reasonable collection, inspection or redelivery costs may apply. We will provide a reasonable estimate of any applicable costs before arranging collection.

Do not return, repair or dispose of the product until we have reviewed your claim and provided written instructions. If continued use could worsen the problem or create a safety risk, stop using the product while the claim is assessed.

6. Refunds, Store Credit & Replacements

We aim to process an approved refund, store credit or replacement within 5 business days after the returned product is received and inspected, or after approval where no return is required.

Refunds are issued only to the original payment method used for the purchase. We cannot issue a refund to another card, bank account, payment method or third party. Buy now, pay later refunds are processed through the original payment provider.

Your bank or payment provider may take another 3–5 business days to display the funds after we process the refund.

Store credit is only issued where you select or agree to it. We do not offer direct exchanges. Replacements are subject to availability; if an appropriate replacement is unavailable, we will discuss the available alternative or provide a refund where required.

7. Need Help?

Our friendly Homecoze support team is here to help with returns, faults, warranties and refunds.

You can reach us through our website Chatbot, Help Centre, Contact Form or Email.

Our support team is available Monday–Friday, 8:30 am–4:30 pm AEST, and aims to respond within one business day. Enquiries received outside these hours will generally be acknowledged on the next business day.

Email: support@homecoze.com.au

Retailer and warranty contact:
Bryant-Villares Group Pty Ltd (ABN 91 682 994 707), trading as Homecoze
Suite 1343, 17 Gould Road
Herston QLD 4006

This is a mailing address only. It is not a showroom, warehouse or returns facility. Do not send returns to this address.