Terms of service

Homecoze Terms of Service
Last Updated: 10 June 2025

Welcome to Homecoze — your home-cozy experience starts here at www.homecoze.com.au, so let’s cover the basics. We’re Bryant-Villares Group Pty Ltd (ABN 91 682 994 707), trading as Homecoze. When we say "we", "us" or "our", that’s who we mean. When we say "you" or "your", we’re talking about you — our customer.

These Terms of Service outline the rules for using our website and purchasing products from us. Please read them carefully before placing an order. By shopping with us, you agree to these terms.

Products available on this website are for delivery within Australia only, and all purchases are subject to the following Terms of Service.

We may update these Terms from time to time by publishing a revised version on our website. The version that applies is the one in place at the time you place your order.

Jump to section:

• 1) Product Information & Fulfilment
• 2) Ordering from Us
• 3) Prices & Payments
• 4) Shipping & Delivery
• 5) Cancellations & Order Changes
• 6) Change of Mind Returns
• 7) Damaged or Faulty Items
• 8) Flat-Pack & Assembly Notice
• 9) Warranties
• 10) Refunds
• 11) Product Listings
• 12) Intellectual Property
• 13) Limitation of Liability
• 14) Indemnity
• 15) Force Majeure
• 16) Account Access & Security
• 17) Safe Use of Products
• 18) Dispute Resolution
• 19) Governing Law
• 20) Contact Us
• 21) Scam Awareness

1) Product Information & Fulfilment

Homecoze is an online retailer — we don’t manufacture the products we sell. Most of our items are sourced from trusted third-party suppliers who are responsible for the design, safety, and compliance of their products. Orders are typically shipped directly from these Australia-based supplier warehouses, allowing us to offer a broader range and faster delivery to most areas.

All product listings, specifications, and images on our website are based on information provided by our suppliers. We do our best to ensure everything is accurate and up to date, but reasonable variations in materials, colours, dimensions, or packaging may occur. Product photos are for illustration purposes only and may occasionally be updated by suppliers without notice.

By placing an order, you acknowledge that:

• Your order may be fulfilled and shipped by a third-party supplier
• Product information is based on supplier data, and minor differences may occur
• These variations (within reason) don’t automatically make a product faulty or eligible for return

That said, Homecoze remains your primary point of contact for all orders, support enquiries, warranty claims, returns, and your rights under Australian Consumer Law. If you need help at any stage, our friendly support team is here for you.

2) Ordering from Us

When you place an order, you're making an offer to purchase a product at the listed price, including any applicable delivery fees. Orders are only confirmed once we send a dispatch notification. We may decline or cancel orders if we’re unable to supply a product, if your payment doesn’t go through, or if we suspect misuse.

Please double-check your details before submitting your order. If anything needs to be updated, contact us as soon as possible. We’ll do our best to help, but changes may not be possible once your order enters processing.

We take your privacy seriously. Any personal information you provide to us — including when placing an order, creating an account, or contacting support — is handled in accordance with our Privacy Policy. By using our website and services, you consent to the collection, use, and disclosure of your information as outlined in that policy.

You must be at least 18 years old or have permission from a parent or guardian to place an order.

3) Prices & Payments

All prices are in Australian dollars (AUD) and include GST where applicable. We accept a range of payment methods, as shown at checkout. Full payment must be received before your order can be dispatched.

All payment information is processed securely through our trusted payment providers. We do not store or have access to your full credit card details at any time.

Discount codes must be applied at checkout to be valid — they can’t be added after the fact and don’t apply to delivery fees. Unless clearly stated, only one discount code can be used per order.

4) Shipping & Delivery

We deliver to most Australian addresses using the details provided at checkout. Orders are typically sent with Authority to Leave (ATL) unless requested otherwise. Please ensure your delivery location is safe and accessible — we can’t take responsibility for parcels that are lost, stolen, or damaged after being left with ATL. If a delivery is refused, rejected, or not collected and returned to sender, additional redelivery or return fees may apply.

We work with third-party couriers and are unable to control delivery schedules, driver behaviour, or guarantee calls before arrival. Deliveries are to ground floor entrances only and do not include installation, unpacking, or rubbish removal.

Delivery timeframes are estimates and may vary based on your location, courier availability, or other external factors. For full details, including regional surcharges and courier information, please refer to our Shipping Policy.

5) Cancellations & Order Changes

Orders can be cancelled only if they haven’t entered the dispatch stage. If eligible, you can choose a refund (minus a 5% restocking fee) or full store credit (no fee applied).

Once your order has started processing or is packed for dispatch, cancellation is no longer possible. At that point, it would fall under our Change of Mind policy.

Delivery address changes may not be possible once processing begins. We’ll do our best to request a redirect with the courier, but this isn’t guaranteed. Any additional costs will be the customer’s responsibility.

6) Change of Mind Returns

You can request a return within 7 days of delivery, as long as the item:

• Is unused and unassembled
• Is in its original packaging
• Has not been altered in any way

All returns must be approved by our team before being sent back. Return shipping costs, the original delivery fee (even if discounted), and a 10% restocking fee will apply.

Change of mind returns are not accepted for:

• Bedding, mattresses, pillows, or sofa covers
• Made-to-order or custom items
• Items that have been used or assembled
• Commercial orders

See our Returns Policy for the full process.

7) Damaged or Faulty Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours and include clear photos or videos of the issue. As an online-only store, we rely on visual evidence to process claims. Please note that packaging damage alone does not qualify for return if the product itself is unaffected.

Visual proof of the fault is required before we can offer a resolution — simply advising us that an item is faulty without providing supporting evidence will not be sufficient to proceed with a return or replacement.

Some items may arrive in multiple boxes — be sure to check your tracking details before reporting missing parts. If anything is missing or incorrect, let us know promptly and we’ll do our best to resolve it quickly.

8) Flat-Pack & Assembly Notice

Most of our products are delivered in flat-pack form to help reduce delivery costs — this is how we’re able to offer free metro shipping on many items. Assembly is required for most products and the level of complexity may vary.

Instructions are included with all relevant products. Many items come with basic tools, but some may require your own (e.g. screwdriver or wrench).

Always assemble your item carefully and according to the instructions provided. Damage caused by incorrect assembly, excessive force, or improper tools is not covered by warranty.

9) Warranties

Most products come with a 12-month warranty covering manufacturing faults or defects that occur under normal domestic use. This warranty does not cover misuse, incorrect assembly, improper handling, or general wear and tear. Unless specifically stated, our products are designed for indoor residential use only. Use in commercial, public, rental, or high-traffic environments may void the warranty.

Please don’t dispose of any item until we’ve reviewed your claim — we may require the product to be returned for inspection. If your warranty claim is approved, we’ll cover any return shipping costs.

We reserve the right to refuse service, returns or warranty claims if we believe the policy is being misused or abused.

For full details, refer to our Returns & Warranty Policy.

10) Refunds

Approved refunds are issued to your original payment method within 3–5 business days of processing. Return inspection and processing may take up to 5 business days after we receive the item. In some cases, we may offer store credit instead of a refund.

We reserve the right to decline a refund if:

• The item has been used, assembled, or modified
• The packaging is missing or the item is not in resaleable condition
• The return was not pre-approved by our team
• The item was damaged due to misuse, neglect or improper assembly

Please note: All returns must follow the process outlined in our Returns Policy. Refunds are processed in accordance with Australian Consumer Law.

11) Product Listings

We aim to keep all product details accurate and current. However, colours may appear differently depending on the device you are using, your screen and display settings or lighting. Stock images are often taken under studio lighting conditions. Small visual differences or packaging changes can occur.

Please note that certain product attributes — such as colours, finishes (e.g. matte vs. glossy), and comfort levels (e.g. soft vs. firm) — are inherently subjective and may vary from individual expectations. For example, there are many tones within a single colour family, and perceptions of softness or firmness can differ between consumers. These subjective differences do not make a product faulty or incorrect.

We also reserve the right to update product descriptions, pricing and availability at any time without notice.

12) Intellectual Property

All content on our website — including text, images, graphics, logos, product descriptions, and designs — is owned by Homecoze or used with permission from our suppliers. This content is protected by copyright, trademark, and other intellectual property laws.

“Homecoze” is a registered trademark of Bryant-Villares Group Pty Ltd. You may not use our trademarks, trade names, or branding without our prior written consent.

You may not copy, reproduce, modify, distribute, or commercially use any part of our website without our written permission.

13) Limitation of Liability

To the fullest extent permitted by law, Homecoze is not liable for:

• Any indirect, incidental, special or consequential loss
• Loss of profits, savings, or business opportunity
• Delays, damages or issues caused by third-party suppliers or delivery partners
• Loss, theft or damage after delivery where Authority to Leave has been provided

Our total liability for any claim is limited to the amount you paid for the product in question.

Nothing in these Terms limits your rights under the Australian Consumer Law, including guarantees that cannot be excluded.

14) Indemnity

To the maximum extent permitted by law, you agree to indemnify and hold harmless Homecoze (Bryant-Villares Group Pty Ltd), its directors, officers, employees, contractors, and agents from and against any claims, demands, proceedings, losses, liabilities, costs (including legal fees on a full indemnity basis), or damages suffered or incurred by us directly or indirectly as a result of:

• your breach of these Terms of Service or any other policy on our site,
• your misuse of our website, services, or products,
• your violation of any law or the rights of a third party, or
• any fraudulent or unauthorised use of your account or payment details

This indemnity does not apply where the claim or liability is caused by our own negligence or breach of these Terms.

15) Force Majeure

We are not liable for any failure or delay in performance of our obligations under these Terms of Service if such failure or delay is caused by events beyond our reasonable control, including but not limited to:

• natural disasters, fire, flood, storm, or extreme weather,
• acts of God, war, terrorism, civil unrest, or government actions,
• pandemics or epidemics,
• labour disputes, strikes, or lockouts,
• failure or delays of suppliers, couriers, or logistics providers, or
• failure of utility services, internet, or communications systems.

Where such events occur, we’ll take reasonable steps to minimise disruption, but we won’t be held responsible for any resulting delay or inability to deliver products or services.

16) Account Access & Security

If you create an account with us, you're responsible for maintaining the confidentiality of your login details and restricting access to your account. You agree to take full responsibility for all activities that occur under your account. If you suspect any unauthorised use, please notify us immediately.

We reserve the right to suspend or terminate accounts that are used in violation of our terms or to disrupt our website.

17) Safe Use of Products

Always use products only as intended by the manufacturer. Follow all assembly and usage instructions provided, take appropriate safety precautions, and do not modify, alter, or use items for unintended purposes.

We are not liable for injuries, damage, or product failure resulting from incorrect use, failure to follow instructions, or unauthorised modifications.

18) Dispute Resolution

If a dispute arises between you and Homecoze, we encourage you to contact us first so we can try to resolve the issue informally.

If a resolution isn’t reached within 14 days, either party may suggest mediation before proceeding to legal action. Any mediation will take place in Brisbane and be handled by a mutually agreed mediator. Each party will cover its own costs.

This clause doesn’t prevent either party from seeking urgent legal relief.

19) Governing Law

These Terms of Service are governed by the laws of Queensland, Australia. You agree to submit to the exclusive jurisdiction of the courts of Queensland for any disputes or claims arising out of or relating to these Terms, your use of our website, or any purchase you make with us.

20) Contact Us

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.

21) Scamwatch Disclaimer

For your security, we will only contact you through our official channels — by email at support@homecoze.com.au or via replies to messages you’ve initiated through our social media pages or website.

We will never ask for sensitive personal information such as your password or credit card number via email or direct message. If you receive any message requesting this kind of information, do not respond and contact us immediately through our official email address above.