Terms of service

Homecoze Terms of Service
Last Updated: 15 September 2026

Welcome to Homecoze—where making your home feel cozier should be simple. We aim to offer great-value products, clear information and friendly support from the moment you start browsing. These Terms explain the practical and legal basics of using our website and shopping with us.

Homecoze is operated by Bryant-Villares Group Pty Ltd (ABN 91 682 994 707). When we say “Homecoze”, “we”, “us” or “our”, that is who we mean. When we say “you” or “your”, we mean the person using our website or placing an order.

These Terms apply alongside our Shipping & Delivery Policy, Returns, Refunds & Warranty Policy and Privacy Policy. Please read them before placing an order.

Jump to section:

• 1. About These Terms & Your Consumer Rights
• 2. Products, Information & Fulfilment
• 3. Orders, Acceptance & Availability
• 4. Prices, Payments & Promotions
• 5. Shipping & Delivery
• 6. Cancellations & Address Changes
• 7. Change-of-Mind Returns
• 8. Faults, Warranties & Refunds
• 9. Assembly & Safe Use
• 10. Accounts, Reviews & Website Use
• 11. Intellectual Property & Third-Party Links
• 12. Privacy & Electronic Communications
• 13. Liability & Indemnity
• 14. Force Majeure & Events Outside Our Control
• 15. Resolving Concerns & General Terms
• 16. Contact & Scam Awareness

1. About These Terms & Your Consumer Rights

You may browse much of our website without creating an account. To place an order, you must be at least 18 years old and legally capable of entering a binding agreement.

Products available through Homecoze are offered for delivery within Australia only. When you place an order or use our website, these Terms and the policies linked above apply.

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.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. If these Terms are inconsistent with a non-excludable right under Australian law, that right will prevail.

The product page, your order details and our policies form part of the agreement between you and Homecoze. Product-specific conditions or other terms expressly agreed with you apply to that product or order. For delivery matters, our Shipping & Delivery Policy applies; for returns, faults and warranties, our Returns, Refunds & Warranty Policy applies; and for personal information, our Privacy Policy applies.

We may update these Terms by publishing a revised version on our website. Changes apply from publication but will not retrospectively alter an order already placed. The version in effect when you place your order will apply to that order.

2. Products, Information & Fulfilment

Homecoze is an online retailer. We source products from third-party manufacturers and suppliers, and orders may be fulfilled directly from Australian supplier-managed warehouses. Homecoze remains your retailer and primary point of contact for your order, delivery assistance, returns, faults and warranty claims.

To keep our catalogue clear, consistent and easy to shop, Homecoze may use its own catalogue names, product titles and internal references instead of the names, model numbers, SKUs or catalogue titles used by a manufacturer, supplier or another retailer.

Unless a particular brand or manufacturer is expressly identified on the product page, a product name shown on our website is a Homecoze catalogue name. The product may arrive in packaging that displays a manufacturer, supplier or other brand name that differs from the catalogue name shown on our website. A Homecoze catalogue name does not mean that Homecoze manufactured the product or that the product is exclusive to Homecoze.

Regardless of how a product is named, the product supplied must materially match the description, specifications and images provided on its product page. Nothing in this section limits any rights you may have under the Australian Consumer Law.

Product descriptions, specifications and images may be based on information supplied by manufacturers and suppliers. We take reasonable steps to present this information accurately, but genuine errors, supplier updates and minor variations may occasionally occur. To the fullest extent permitted by law, Homecoze is not responsible for an immaterial inaccuracy or omission caused solely by incorrect or incomplete third-party information where we did not know, and could not reasonably have known, that it was inaccurate.

Colours can appear different because of screen settings, lighting and photography. Natural materials and manufacturing processes may also produce reasonable variations in colour, grain, texture, finish or dimensions. Comfort descriptions such as soft or firm are subjective and may feel different from one person to another.

These reasonable or subjective differences do not automatically mean that a product is faulty. However, products must still materially match their description and meet any consumer guarantees that apply.

We will not substitute a materially different product without your agreement. We may correct product information, pricing or website content at any time, but a correction will not retrospectively change an order we have already accepted without your agreement, except where these Terms expressly allow an affected order to be cancelled and fully refunded.

Unless the product page states otherwise, products are intended for normal indoor domestic use. A product should only be used outdoors, commercially, in a rental or public setting, or in another high-traffic environment where it is specifically described as suitable for that purpose.

If we become aware of a recall or material safety issue affecting a product, we may contact you, suspend supply, cancel an affected order, provide safety instructions or take another action reasonably required by law. Please follow any recall or safety notice promptly.

3. Orders, Acceptance & Availability

Placing an order is an offer to purchase the selected products for the total amount shown at checkout. We will ordinarily send an automated order confirmation and payment receipt shortly afterwards. This confirms that we have received your order and payment, but it does not guarantee stock availability or mean that we have accepted the order.

We accept your order once stock has been allocated and the order has been approved for fulfilment. Products in the same order may be accepted, fulfilled and dispatched separately.

Before dispatch, we may decline or cancel all or part of an order where reasonably necessary because of:

• Stock unavailability
• A genuine pricing, image, specification or listing error
• Failed, reversed or incomplete payment
• A delivery restriction or unavailable delivery service
• A product recall, withdrawal or safety concern
• Suspected fraud, misuse, unauthorised resale or unusual quantities following reasonable review
• Incorrect or incomplete order or contact information
• Another circumstance that reasonably prevents us from fulfilling the order

If Homecoze cancels an order or product under this section, we will notify you and provide a full refund of the affected amount to the original payment method. A cancellation fee will not apply where Homecoze cancels the order.

If we identify a genuine pricing or listing error before dispatch, we may offer you the option to proceed using the corrected information or price. We will not charge an increased price without your agreement. If you do not wish to proceed, or we cannot reasonably fulfil the product as advertised, we may cancel the affected product and provide a full refund.

If one product becomes unavailable, we may continue fulfilling the available products. We will contact you about the unavailable product and offer a full refund or, where available and accepted by you, a backorder or another suitable option. We will not place an unavailable product on backorder without your agreement.

Please check your products, quantities, delivery address, email address and telephone number before completing checkout. Contact us immediately if something is incorrect. Changes cannot be guaranteed once processing begins.

4. Prices, Payments & Promotions

All prices are displayed and processed in Australian dollars and include GST where applicable. Any delivery fees calculated for your order are shown before you complete checkout. Rare additional freight charges are handled in accordance with Section 5 and our Shipping & Delivery Policy.

Available payment methods are displayed at checkout and may change from time to time. By submitting payment details, you confirm that you are authorised to use the selected payment method. Full payment must be received before dispatch.

Payments are processed through third-party payment providers. Their own terms and privacy policies may also apply. Homecoze does not ordinarily receive or store your complete payment-card number.

We may use fraud-prevention measures and manually review an order identified as potentially fraudulent or unauthorised. We may place the order on hold and request reasonable information to verify the purchaser, payment method or delivery details. If we cannot reasonably verify the order, we may cancel it and refund the original payment method.

Discount codes must be entered at checkout and cannot be added after an order is placed. Unless specifically stated, only one discount code may be used per order and discount codes do not apply to delivery fees.

Promotions may apply only to selected products, customers, dates, quantities or delivery locations and may have additional conditions. We may correct, suspend or end a promotion where reasonably necessary, but doing so will not retrospectively alter an order already accepted under that promotion.

5. Shipping & Delivery

Homecoze offers free delivery to most metro addresses across Australia, with low-cost delivery available to many regional locations. We aim to dispatch most orders within 1–2 business days after payment is confirmed.

Orders are delivered by independent third-party couriers selected according to the product and destination. We cannot offer a choice of courier or guarantee a particular delivery day, time, notification or telephone call. Once dispatched, courier routes, schedules, tracking scans and driver decisions are outside our direct control. Homecoze nevertheless remains your point of contact and will assist with delivery issues and courier investigations.

Delivery estimates are guides rather than guaranteed dates. Orders may be split into multiple parcels, warehouses, consignments or couriers and may arrive on different days.

Standard delivery is to the nearest safe and accessible ground-floor point. Most orders are delivered with Authority to Leave, subject to the courier’s service and assessment of the location. Please monitor tracking and make reasonable arrangements to receive or secure your delivery.

Risk of loss or damage passes to you once the product is correctly delivered to the nominated address, including a correct delivery under Authority to Leave, subject to rights that cannot be excluded under Australian law. Ownership passes once the product has been paid for in full and correctly delivered.

Additional courier charges may apply where delivery fails because of incorrect information, refusal, non-collection, inaccessible premises or another circumstance within the customer’s control. In rare cases, remote access, courier limitations or unusual freight requirements may result in an additional charge or mean delivery is unavailable. We will obtain your agreement before applying an additional charge; otherwise, you may provide another serviceable address or cancel the affected order for a full refund.

For complete delivery fees, timeframes, access requirements, tracking, missed deliveries and transit protection, see our Shipping & Delivery Policy.

6. Cancellations & Address Changes

When Cancellation Is Possible

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 products, 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.

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 7 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.

Delivery Address Changes

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.

7. Change-of-Mind Returns

Homecoze offers voluntary change-of-mind returns when you contact us within 7 calendar days of delivery. To qualify, the product must be unused, unassembled, uninstalled and unaltered; remain in its original packaging; and be clean, complete and in resaleable condition with all components, hardware, accessories and manuals.

Do not send a product 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.

Approved change-of-mind returns 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

We do not ordinarily deduct additional outbound freight where delivery was free or discounted. Significant non-standard freight may be deducted after accounting for any delivery fee already paid, but we will confirm any such deduction before you proceed.

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. These exclusions do not apply to faulty products or other rights under the Australian Consumer Law.

We do not offer direct exchanges. You may choose an eligible refund to your original payment method or store credit and place a new order separately.

For the complete process, eligibility requirements, return responsibilities and costs, see our Returns, Refunds & Warranty Policy.

8. Faults, Warranties & Refunds

Most Homecoze products include a 12-month warranty from delivery. Some products may include a different or longer warranty period where stated on the product page. These warranties operate in addition to your Australian Consumer Law rights, which may continue beyond the stated warranty period.

If a product arrives damaged, incorrect or incomplete, or develops a fault, contact Homecoze directly through our Help Centre or at support@homecoze.com.au. Homecoze will help assess the issue and manage any required supplier, manufacturer or courier enquiries.

For damage identified on delivery, please contact us preferably within 3 calendar days. Prompt reporting helps us investigate and resolve the issue, but reporting later does not remove any rights you may have under Australian Consumer Law.

We may request your order number, a description of the issue and clear photos or video where reasonably available. If visual evidence is unavailable or does not adequately show the problem, other satisfactory evidence may be considered. Further troubleshooting, supplier assessment or inspection may be required before the appropriate remedy can be confirmed.

For a major problem, you may generally choose a refund or replacement. For a minor problem, we may arrange a repair, replacement part or another appropriate remedy within a reasonable time. The available remedy depends on the circumstances and your applicable rights.

Where a return or collection is required for a confirmed fault or incorrect product, Homecoze will cover reasonable approved costs where required. 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 before arranging collection.

Do not return, repair or dispose of a product or its packaging until we have reviewed the 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.

Approved refunds are issued only to the original payment method used for the purchase. We cannot redirect a refund to another card, account, payment method or third party. Store credit is issued only when you select or agree to it.

For warranty coverage, exclusions, claim instructions, return costs and processing timeframes, see our Returns, Refunds & Warranty Policy.

9. Assembly & Safe Use

Many Homecoze products are supplied flat-packed and require assembly. Assembly or operating instructions are supplied where reasonably required for safe assembly or use.

Follow all instructions, warnings, weight limits and care requirements provided with the product. Use appropriate tools and do not use a product until assembly is complete and all fasteners, components and supplied safety devices are correctly installed.

Where an anchoring or anti-tip device is supplied or recommended, install it correctly before using the product. Children and other vulnerable users should be appropriately supervised.

Damage or injury caused by incorrect assembly, improper use, neglect, unsuitable storage, unauthorised repair or modification may not be covered by a voluntary warranty, to the extent the issue was caused by that conduct. This does not remove any Australian Consumer Law rights that continue to apply.

Use products only for their intended purpose and environment. If you become aware of damage, instability, unusual operation or another possible safety issue, stop using the product and contact us.

10. Accounts, Reviews & Website Use

Customer Accounts

Creating an account is optional. If you create one, provide accurate information, take reasonable steps to protect your login details and notify us if you suspect unauthorised access. You are responsible for activity resulting from your failure to take reasonable account-security precautions, but not for unauthorised activity caused by Homecoze’s breach or negligence.

We may suspend or restrict an account or website access where reasonably necessary to address fraud, unlawful conduct, a material breach of these Terms, threats, abuse or serious disruption. Closing or restricting an account does not cancel an existing order, remove accrued payment obligations or affect rights that cannot be excluded under Australian law.

We may also limit future service or require communication through a particular support channel where a person engages in threatening, harassing, abusive or unlawful conduct. This will not prevent us from completing existing obligations or providing any remedy required by law.

Ratings, Reviews & Public Content

We welcome honest reviews and customer photographs. Content submitted for public review must reflect your genuine experience, be relevant to the product, and must not contain unlawful, misleading, abusive, defamatory, discriminatory, obscene or infringing material, advertising, malware or another person’s private information.

You retain ownership of content you create. By intentionally submitting a review, rating, photograph or other content for publication, you confirm that you own it or have permission to provide it and grant Homecoze a non-exclusive, worldwide, royalty-free licence to use, reproduce, format, adapt, publish, display and promote that content through our website, social media, advertising and marketing. We may permit service providers to do this on our behalf.

We may decline, remove or moderate public content that breaches these standards or applicable review-platform rules. We will not materially alter the substance of a genuine review. Please contact us if you want us to consider removing content you submitted; removal from material already distributed or controlled by an independent platform may not always be possible.

Photos, videos and communications provided privately for customer support, delivery enquiries, returns or warranty claims are not treated as public review content and are handled under our Privacy Policy.

Acceptable Website Use

You must not use our website to:

• Commit fraud, impersonate another person or conduct unlawful activity
• Introduce malware or interfere with the website, accounts, systems or security
• Attempt unauthorised access to information, systems or another customer’s account
• Collect personal information or send unsolicited communications
• Use automated tools in a way that disrupts the website or extracts content for unauthorised commercial reuse
• Misuse our services, promotions, payment systems, returns process or intellectual property

This does not prohibit ordinary indexing by legitimate search engines. We may take reasonable technical or legal steps to prevent misuse and protect Homecoze, our customers and our service providers.

11. Intellectual Property & Third-Party Links

Our website and its content—including text, images, graphics, layout, logos, product descriptions and designs—are owned by Homecoze or used with permission from the relevant rights holder and are protected by intellectual-property laws.

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

We grant you a limited, revocable, non-exclusive right to access and use our website for personal, non-commercial shopping purposes. Except where permitted by law, you may not reproduce, modify, republish, distribute, sell or commercially exploit our website content without permission from Homecoze and any other applicable rights holder.

Our website may link to websites or services operated by payment providers, couriers, social media platforms and other third parties. These links are provided for convenience. We do not control those services and are not responsible for their independent content, availability, security or practices. Their own terms and privacy policies may apply.

Website access may occasionally be interrupted, restricted or unavailable for maintenance, security, technical problems or circumstances outside our reasonable control. We do not guarantee uninterrupted website availability but will take reasonable steps to restore affected services.

12. Privacy & Electronic Communications

We handle personal information in accordance with our Privacy Policy and applicable Australian law. The Privacy Policy explains what we collect, why we use it, who we share it with and how you can make a privacy request or complaint.

We may send order confirmations, invoices, payment notices, account messages, tracking updates, safety information, support responses and other service communications electronically using the contact details provided with your order or account. Please keep those details accurate and monitor your email and messages while an order is active.

Marketing communications are handled separately. You can unsubscribe using the option provided in the message or as explained in our Privacy Policy. Unsubscribing from marketing does not prevent necessary order, delivery, safety, account or customer-support communications.

13. Liability & Indemnity

Australian Consumer Law Comes First

Nothing in this section excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded or limited, including under the Australian Consumer Law.

Limits That Apply Where Permitted by Law

To the fullest extent permitted by law, Homecoze is not responsible for loss, damage, cost or delay to the extent it is caused by:

• Your incorrect information, unlawful conduct, misuse, neglect or failure to follow supplied instructions or warnings
• Unauthorised modification, repair, assembly, installation, storage or use of a product
• An unauthorised account or payment transaction not caused or contributed to by Homecoze
• A third-party website or service that Homecoze does not control
• An event outside our reasonable control described in Section 14

To the fullest extent permitted by law, Homecoze is not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, savings, data, goodwill or business opportunity. This exclusion does not apply to any liability that cannot lawfully be excluded or limited.

Where the law permits liability to be limited, and the claim does not arise from a non-excludable consumer guarantee, personal injury, property damage caused by our negligence, fraud or wilful misconduct, our aggregate liability arising from an affected product or order will not exceed the amount you paid for the affected product. Any liability will also be reduced to the extent that your act or omission caused or contributed to the loss.

Information originating from manufacturers, suppliers or other third parties is addressed in Section 2. Reliance on that information does not remove any responsibility Homecoze has under a non-excludable law, but we reserve all rights to seek reimbursement, indemnification or another remedy from the responsible third party.

Your Indemnity

To the maximum extent permitted by law, you indemnify Homecoze, Bryant-Villares Group Pty Ltd and their directors, employees, contractors and agents against reasonable direct losses, liabilities, claims and costs, including reasonable legal costs, to the extent caused by:

• Your fraudulent or unlawful use of our website, account, payment facilities or services
• Your deliberate material breach of these Terms
• Public content you submit that infringes another person’s rights
• Your unauthorised use of Homecoze’s intellectual property

This indemnity does not apply to the extent a loss was caused or contributed to by Homecoze’s negligence, breach, fraud or wilful misconduct, and it does not limit any right or remedy you have under Australian law.

14. Force Majeure & Events Outside Our Control

Homecoze is not responsible for a delay, interruption or failure to perform an obligation to the extent it is caused by an event outside our reasonable control.

This may include natural disasters, fire, flood, storm, bushfire, extreme weather, war, terrorism, civil unrest, government action, epidemic, pandemic, quarantine restriction, strike, lockout, major supplier or courier disruption, transport failure, road closure, product shortage, inability to obtain necessary materials or services, or interruption to utilities, communications, payment systems, ecommerce platforms or the internet.

An affected obligation may be suspended for the duration of the event. We will take reasonable steps to minimise disruption and will provide an update where we become aware that an order is likely to be materially affected.

This section does not remove any right that cannot lawfully be excluded. If an order cannot be supplied within an agreed or reasonable time, we will provide the cancellation, refund or other remedy required by Australian law.

15. Resolving Concerns & General Terms

Resolving a Concern

If something is not right, please contact us first. We will review your concern, explain the available options and try to reach a fair resolution.

If a dispute is not resolved informally, either party may suggest mediation. Mediation will occur only by mutual agreement, using a mutually agreed mediator, location or remote process. Each party will ordinarily bear its own costs unless otherwise agreed.

Nothing in these Terms prevents either party from seeking urgent relief or using a court, tribunal, regulator, consumer-protection body or another process available under law.

Governing Law

These Terms are governed by the laws of Queensland, Australia, and applicable Commonwealth laws. The parties submit to the non-exclusive jurisdiction of courts and tribunals with authority to hear the matter.

General

If part of these Terms is invalid or unenforceable, it will be read down to the extent necessary or severed, and the remaining provisions will continue to apply.

If we do not immediately enforce a provision, that does not waive our right to enforce it later. Nothing in these Terms creates an employment, partnership, joint venture, agency or franchise relationship between you and Homecoze.

16. Contact & Scam Awareness

Our friendly Homecoze support team is here to help with orders, delivery, returns, products and account enquiries.

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

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

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

Scam Awareness

Homecoze may contact you through our official website, an email using our homecoze.com.au domain, marketing messages you have agreed to receive, service messages relating to your order or account, or replies to communications you initiate through our website or social media. Payment providers, couriers and other authorised service providers may also send legitimate messages relating to your order.

Homecoze will never ask you to send your account password, PIN, online-banking password or complete payment-card number by email, social media or direct message. If a message appears suspicious, do not use its links or provide information. Contact us through homecoze.com.au or support@homecoze.com.au so we can help verify it.