Refund policy

Homecoze Returns & Warranty
Last Updated: 26 May 2025

We want you to love every part of your Homecoze order. This Refund & Returns Policy explains how we manage returns, cancellations, warranty claims and your rights under Australian Consumer Law. If you have any questions that aren’t covered below, our friendly customer support team is always here to help.

Jump to:

• What You Need to Know
• 1. Your Rights Under Australian Consumer Law
• 2. Order Cancellations & Address Changes
• 3. Change of Mind Returns
• 4. Damaged, Faulty or Incorrect Items
• 5. Warranty Policy
• 6. When Refunds May Be Refused
• 7. Refund & Resolution Timeframes
• 8. Exchanges
• 9. Force Majeure
• 10. Customer Support

What You Need to Know

• Change of mind? You can request a return within 7 days of receiving your order.
• Return conditions: Items must be unused, unassembled, and in original packaging.
• Refund method: Refunds go back to your original payment method (minus return and original delivery costs and a 10% restocking fee).
• Warranty included: Most products come with a 12-month warranty.
• Need help? Returns can be initiated through our website chatbot, via our Help Centre or by contacting our support team with your order number and photos.

1. Your Rights Under Australian Consumer Law

All our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. If a product fails to be of acceptable quality and the failure is not major, you’re entitled to a repair or replacement within a reasonable time.

Nothing in this policy excludes or limits your rights under the ACL.

2. Order Cancellations & Address Changes

2.1 When Cancellations Are Possible
If your order hasn’t yet entered the dispatch stage, you can cancel it and choose a refund (minus a 5% restocking fee) or full store credit (fee waived).

Important: Delivery confirmation emails are sent at the final dispatch stage, so the absence of tracking details does not necessarily mean your order hasn't already been processed or packed.

2.2 When Cancellations Are No Longer Possible
Once your order enters dispatch processing, we can no longer cancel it. At this point, any cancellation will be treated as a change-of-mind return.

2.3 Change of Delivery Address
We cannot guarantee address changes once your order begins processing. If a change is needed after shipping, we’ll attempt a redirect with the courier, but this is not always successful. Please ensure your delivery details are correct before ordering. Any extra charges due to incorrect address details will be the customer’s responsibility.

3. Change of Mind Returns

We accept change of mind returns if you notify us within 7 days of delivery, provided the product:

• Is unused and in resalable condition
• Is still in its original packaging
• Has not been assembled, installed, or altered

Returns must be pre-approved by our team and sent to the designated warehouse address. Unauthorised returns will not be accepted.

To initiate a return, please visit our Help Centre and follow the steps under “Start a Return” or contact our team directly with your order details.

3.1 Return Costs
You’re responsible for return shipping costs and the original delivery cost (even if you received free or discounted shipping). A 10% restocking fee also applies. We can generally offer a pre-paid return label (deducted from your refund) or you may use your own courier.

3.2 What’s Not Eligible for Change of Mind Return

• Mattresses, pillows, bedding or sofa covers
• Made-to-order or custom items
• Items assembled or used
• Commercial or non-domestic orders
• Gift cards
• Items damaged due to customer mishandling

3.3 Processing Your Return
Returns are processed once the item is received and inspected by our team. Refunds will be issued to your original payment method and may take 3–5 business days depending on your payment provider. Store credit or replacements may also be offered depending on the agreed resolution and product availability.

We reserve the right to refuse any return or refund where the item shows signs of use, installation, damage, modification, or is returned in a condition that is not considered resaleable.

4. Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If anything is missing, damaged, faulty, or incorrect, contact us within 48 hours with your order number and clear photos or a video of the issue.

4.1 Proof of Issue Required
As an online-only store, we are unable to inspect items in person. To process any return, warranty claim or replacement for damaged, faulty, or incorrect items, you must provide clear photo or video evidence showing the issue. We are unable to assess or accept any claims as "faulty" without adequate visual proof.

4.2 Product vs Packaging Damage
If only the outer packaging is damaged but the product itself is unaffected, this does not qualify for a return. Packaging is designed to protect the contents during transit.

4.3 Missing Parts
Check all boxes and packaging carefully, and compare against the parts list in the assembly manual. If something is missing, send us a photo of all received parts laid out neatly, along with a marked-up copy of the manual showing what’s missing.
Once confirmed, we’ll arrange for the missing parts to be sent out as soon as possible.

4.4 Partial Deliveries
Your order may arrive in separate parcels. Please check your tracking email for multiple consignment numbers. If any parcels remain outstanding past the estimated timeframe, contact our support team.

5. Warranty Policy

We stand behind the quality of our products. Most products come with a 12-month warranty, as listed on their individual product pages.

5.1 What’s Covered

• Manufacturing defects
• Faulty parts or components
• Quality control issues

5.2 What’s Not Covered

• Normal wear and tear
• Damage from incorrect use, storage, care, or assembly
• Unsupervised use of items intended for supervised operation
• Damage from abnormal or commercial use (unless stated)
• Cosmetic imperfections that don’t affect function

5.3 Making a Warranty Claim
Please contact us with your order number, a description of the issue, and clear photos or video evidence. Our team will guide you through the next steps and may arrange repair, replacement, store credit or refund where appropriate.

Important: Do not dispose of any product before hearing back from our team. In some cases, we may request the return of the faulty product for inspection. We will provide detailed return instructions and cover any associated return costs where applicable.

All warranty claims are reviewed in line with your rights under the ACL.

6. When Refunds May Be Refused

• The item has been used, assembled, installed, or altered after delivery
• The item is returned without prior approval
• The issue is due to misuse, neglect, or unauthorised modification
• The product is not in resaleable condition or missing original packaging
• The return falls outside of our approved return timeframes
• The return was initiated with incomplete or false information

7. Refund & Resolution Timeframes

Once your return is received and inspected, your chosen resolution (refund, store credit, or replacement) will be processed within 5 business days. Refunds to your original payment method may take 3–5 business days depending on your bank.

8. Exchanges

We do not offer direct exchanges. If you would like a different product, please return your original item in accordance with our change of mind policy and place a new order separately.

9. Force Majeure

Homecoze is not responsible for delays, damages, or non-performance caused by events beyond our control, including natural disasters, strikes, transport disruptions, pandemics, courier failures, or any other external events.

10. Customer Support

Need help? Our team is here to assist. You can reach us via our website Chatbot, Help Centre, Contact Form or Email. We're available Monday to Friday (8:30 am to 4:30 pm AEST) and aim to respond to all enquiries within 24 hours.
Enquiries received outside of office hours, on weekends, or public holidays will generally be acknowledged the following business day.

Important: To help us respond faster, please avoid sending multiple messages across different channels — this can accidentally reset your place in the queue. One message is best!