Homecamp website terms and conditions of sale

Homecamp Terms and Conditions of Sale

These terms explain ordering, delivery, cancellations and returns for purchases from Homecamp Pty Ltd, ABN 68 600 745 033, through our Australian website.

Contents

1 About these terms

Please read these terms and any product, delivery and promotional conditions shown before ordering. The version provided when you order applies to that purchase. Later changes apply to future orders only. A separate written agreement may govern a wholesale, custom or accommodation project purchase.

Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law. The change-of-mind conditions below do not apply where a refund or another remedy is required by law.

2 Prices payment and order acceptance

Prices and payments are in Australian dollars and include GST where applicable. We accept the payment methods offered at checkout, including cards, PayPal and Afterpay where available. Full payment is required before dispatch unless otherwise agreed in writing. We may change advertised prices for future purchases.

For standard orders, we accept your order when we send an order acceptance confirmation identifying the goods and agreed total price. A payment receipt alone does not constitute acceptance.

Where the product page or checkout expressly identifies an order as subject to a freight quote or freight approval, your submission and any payment are pending acceptance. An automated order acknowledgement for that order confirms receipt only. We aim to complete the freight check within 3 business days and will contact you if more time is needed. You may withdraw an order while it remains pending acceptance and receive a full refund.

Before acceptance, we may decline an order for unavailable stock, an unresolved freight quote, a genuine pricing or listing error, unverifiable payment, reasonable fraud concerns or a legal restriction on supply. We will explain the issue where appropriate and refund any payment for declined goods and unused associated delivery in full. We will not substitute goods or debit an extra amount without your agreement.

If a problem arises after acceptance, we will contact you promptly to discuss a suitable alternative or the refund and other remedies available. These terms do not give us an unrestricted right to cancel an accepted order or increase its price.

3 Shipping and delivery

3.1 Processing and carriers

We aim to process in-stock orders within 1–3 business days. Sales and peak periods may take longer; we will advise you of material delays. Processing time is separate from carrier transit time. We use Australia Post, Shippit and suitable specialist carriers for larger goods. Carrier preferences may be requested but are not guaranteed unless expressly agreed.

3.2 Free shipping and freight approval

Unless a specific offer states otherwise, free shipping is available on eligible online orders over $200 after discounts, within Australia, excluding WA, NT, Tasmania and remote areas identified before payment. Bulky or heavy items may require a freight quote, as identified on the product page or at checkout. Collection orders do not receive a shipping credit.

For orders expressly identified before payment as subject to freight approval, we may withdraw the provisional free-shipping offer before acceptance if a suitable standard service is unavailable or the available freight requires exceptional costs, such as remote-area, oversize, special-access or special-handling charges. We will explain the reason and offer an agreed freight contribution, an available alternative such as depot collection, or cancellation with a full refund. We will not charge a contribution without your agreement. If no arrangement is agreed, we may decline the pending order and refund it in full.

This freight-approval process does not apply retrospectively to orders already accepted with unconditional free shipping. A general increase in our costs does not by itself allow us to change an accepted order. We may change free-shipping offers for future purchases.

3.3 Delivery timing

Free shipping uses a suitable economical service and is not an express service. Delivery times vary with the destination, parcel size and carrier; regional and remote deliveries may take longer. Any timeframe supplied is an estimate unless we expressly agree to an essential delivery date. Free shipping does not guarantee a particular arrival date or permit an unlimited delay.

If your order is needed for a trip or event, contact us before purchasing. Choose a paid express service where offered or request a quote. An order note alone does not mean we have agreed to meet a deadline. Contact us if delivery is overdue so we can investigate and provide an appropriate resolution.

3.4 Delivery details and authority to leave

Provide an accurate address, contact details and any known access restrictions. Where your incorrect details or failure to collect after reasonable notice cause additional carrier charges, we may require you to pay the reasonable actual cost of redelivery or return. We will explain the charges first. This does not apply to errors by Homecamp or our delivery providers.

If you expressly authorise delivery without a signature, the carrier may leave goods as instructed. You bear the risk of theft or damage occurring after correct authorised delivery, except where we remain responsible by law. We remain responsible for loss or damage before proper delivery and for failure to follow your delivery instructions. Tracking and photographs may be used to investigate delivery disputes.

Free shipping does not include a separate transit-insurance policy for you. This does not remove your rights against Homecamp or require you to buy insurance to claim for loss or damage for which we are responsible.

3.5 International delivery

International delivery is available on selected products through Australia Post or another suitable carrier. Large goods may require a separate quote. Contact [email protected] before ordering if delivery is unavailable at checkout. Unless our quote says otherwise, you are responsible for applicable import duties, taxes and local clearance charges. Customs may affect delivery estimates. Mandatory consumer rights remain available.

4 Pre orders and backorders

Pre-orders require full payment unless a different arrangement is stated. The product listing or written quote will give an expected dispatch window. Some pre-orders may take up to 3 months; a longer window must be expressly disclosed before purchase. Estimates depend on production and freight and may change. We will provide updates and notify you of material delays.

For orders placed under these terms, a cancellation solely because you change your mind is governed by section 5. If we cannot supply, materially change the goods, or a delay gives you a right to cancel under law or our express commitments, the applicable refund is in full. We will not impose store credit or deduct merchant fees in those circumstances. An earlier or specific promise of a full-refund cancellation right remains effective for the orders to which it applies.

5 Customer cancellation before dispatch

If you change your mind, email [email protected] promptly with your order number. This includes choosing another product, deciding to wait for a later range or no longer needing the goods. Contact us before goods are handed to the carrier; creating a shipping label alone is not dispatch.

Except where you have a legal or expressly agreed cancellation right, cancellation of an accepted order for change of mind requires our approval. If approved, our standard remedy is Homecamp store credit for the cancelled goods and delivery charges not incurred, or an agreed exchange. Cash refunds are not the standard change-of-mind remedy. This policy applies to accepted in-stock orders, pre-orders and backorders. Sale-item cancellations are considered at our discretion.

If we exceptionally agree to refund the original payment method, we may deduct only the actual original payment-processing fee that the provider has not returned to us, where permitted by law and the provider’s terms. We will disclose the amount and obtain your agreement before processing the refund. We do not charge a flat cancellation percentage or administration penalty, and do not deduct merchant fees from store credit.

Any different cancellation arrangements for custom or specially commissioned goods must be separately disclosed and agreed before ordering. We will not impose an undisclosed deposit forfeiture or cancellation charge. If dispatch has already occurred, section 6 applies. We aim to process an approved cancellation within 10 business days.

6 Change of mind returns and exchanges

6.1 Approval and conditions

Change-of-mind returns are accepted at our discretion. Contact [email protected] for written authorisation and return instructions before sending goods. Unless we agree otherwise in writing, goods must be returned within 14 days of delivery, unused, unworn, clean, fully dry and in resale condition, with intact original packaging, labels, accessories and all components. Include your order number and proof of purchase. Allow time to obtain instructions and send the goods within that period.

Tents that have been opened and set up are excluded from change-of-mind returns. Sale or clearance goods identified as such before purchase are also excluded. These exclusions do not affect faulty-goods or other mandatory remedies.

Approved change-of-mind returns are for store credit or an agreed exchange. A cash refund is exceptional and subject to the actual unrecovered merchant-fee conditions in section 5. We inspect goods before confirming the credit, exchange or exceptional refund and normally process an approved outcome within 10 business days of receipt.

6.2 Freight and condition costs

You pay change-of-mind return freight and must package goods securely. Use tracking and consider insurance. Where you arrange the carrier, you bear return-transit risk until we receive the goods, subject to applicable law. Original delivery charges already incurred are not refunded or credited. For exchanges, you pay any price difference and the replacement delivery cost before dispatch.

Where original delivery was free, we may deduct our actual outbound freight cost from a discretionary change-of-mind credit or refund only if that deduction and its amount or maximum were clearly disclosed before your purchase. We will provide the calculation. If no amount or maximum was disclosed, we will not deduct outbound freight retrospectively. Costs will not be deducted twice.

If returned goods do not meet the conditions, we may decline the change-of-mind return. If we instead agree to accept them, reasonable evidenced costs of cleaning, repair, missing parts or repacking may be deducted to restore resale condition. We will explain and agree the amount with you first. We do not apply an automatic restocking percentage. Where a return is declined, we will discuss collection or redelivery at your reasonable expense.

6.3 Bundles and gifts with purchase

For an approved return of an entire bundle or qualifying purchase, return all included items and promotional gifts in the required condition. For a partial change-of-mind return, any adjustment to bundle savings or gift eligibility must follow the conditions and calculation disclosed when you ordered; we will confirm it before authorising the return. We will not impose an undisclosed retrospective charge or reduce a legally required remedy for an unrelated promotional benefit.

7 Faulty goods and product care

If goods are faulty, unsafe, not as described or otherwise fail a consumer guarantee, contact [email protected] with proof of purchase and details of the issue. Photographs are helpful where practical. We may assess the goods before deciding the appropriate remedy. Depending on the problem and applicable law, you may be entitled to a repair, replacement, refund or compensation. For a major failure, you may choose a refund or replacement as provided by law. For a minor remediable failure, we may repair within a reasonable time.

We cover reasonable return costs for valid consumer-guarantee claims, including collection where required for large goods. Please contact us to arrange suitable freight. Original packaging, a return-authorisation number and the change-of-mind time limit are not conditions of statutory rights. Legally required refunds are not reduced by merchant fees, restocking costs or change-of-mind freight deductions.

Natural differences in canvas, wood, leather and other materials, including minor colour, texture and finish variation, are not necessarily defects. Goods must still meet their description and applicable consumer guarantees. Check suitability and dimensions before ordering, and tell us about any particular purpose or matching requirement before purchase.

Follow product setup, seasoning, drying, storage and care instructions. Damage caused by misuse, inadequate maintenance, unsuitable installation, excessive loading or exposure outside the product’s stated suitability is not a manufacturing defect. Weather, mould, UV exposure and wear must be assessed in context, including any relevant defect or representation. Product warranties supplement consumer rights; their expiry does not automatically end those rights. Ask us before purchasing for permanent, semi-permanent or commercial accommodation use so suitability and any separate project conditions can be agreed.

8 Store credit and promotions

Change-of-mind credit is issued digitally and is not redeemable for cash unless required by law or expressly agreed. Its expiry date and conditions will be stated when issued. Credit under these terms is valid for 3 years from issue, or longer where required by law, and may be used across multiple purchases. No maintenance or inactivity fee applies. Purchased gift cards and promotional vouchers are subject to their separately disclosed lawful terms.

Discount and gift offers apply only to eligible purchases meeting the conditions shown with the offer. Offers cannot be combined unless expressly allowed. A later promotion does not by itself entitle an earlier purchaser to a price adjustment. Promotional changes do not retrospectively remove an entitlement already accepted.

9 Customer service and complaints

Email [email protected] with your order number and the details of your request. We aim to respond within 2 business days; sales and peak periods may take longer. We aim to propose a resolution within 5 business days where assessment permits and will explain if more time is needed. You may request management review. Our complaints process does not prevent you from exercising legal rights.

10 Reviews privacy and website use

Reviews must reflect genuine experiences. We may moderate spam, abusive, unlawful or irrelevant content, but will not remove genuine reviews solely because they are negative. We may use customer photographs or other content in marketing where you have given permission or granted an applicable licence; tagging Homecamp alone is not treated as unrestricted permission.

Personal information is handled under our published Privacy Policy, including use of service providers for payment, fulfilment and customer support. Marketing communications require the applicable consent and include an unsubscribe mechanism. SMS marketing consent and opt-in data are not shared with unaffiliated third parties for their own unrelated marketing.

Website content belongs to Homecamp or its licensors and may not be commercially reproduced without permission except as allowed by law. We aim to keep listings accurate and may correct errors. Corrections do not retrospectively remove rights under accepted orders.

11 Restricted goods and general provisions

As a Homecamp sales policy, purchasers of axes and knives must be at least 18. Product and destination restrictions also apply. We may request age verification and decline supply where applicable legal requirements cannot be satisfied, with a full refund of amounts paid for goods we cannot supply.

Victorian law governs these terms subject to mandatory laws that apply to the transaction. Victorian courts have non-exclusive jurisdiction; this does not remove a right to use another court or tribunal with lawful jurisdiction. If a provision is invalid, the remaining provisions continue to the extent they can operate lawfully.

Neither party is responsible for loss to the extent it was caused by the other party’s breach, misuse or failure to take reasonable steps to avoid it, subject to applicable law. Nothing limits liability for fraud, negligence or a statutory obligation where that liability cannot lawfully be excluded or restricted. Any additional business-to-business liability allocation must be separately agreed in writing and comply with applicable law.