Complaints

How do I make a complaint?

If something has gone wrong with your order, product or experience with Homecamp, please let us know. We’ll listen, investigate and explain what we can do to help.

Contact us

Email [email protected] with Complaint and your order number in the subject line.

Please include:

• Your name and order number, or other proof of purchase.
• A description of the issue and any previous contact with our team.
• Relevant photographs or supporting information.
• The outcome you would like us to consider.
• A phone number if you would prefer a call.

You do not need to work out whether your issue falls under our returns policy, warranty or consumer guarantees before contacting us.

What happens next?

We aim to acknowledge complaints within two business days and explain the next steps.

Some issues require us to inspect a product or obtain information from a carrier or supplier. If we need more time, we’ll keep you informed and explain what remains outstanding.

For delivery problems, we will help investigate with the carrier. You do not need to resolve the issue with the courier yourself before asking us for assistance.

If you are unhappy with our response

Reply to your existing email conversation and ask for a management review. A senior team member will review the issue and our response.

We will explain our decision and any proposed resolution clearly.

Reviews and social media

Email is the best way to obtain support and keep your order details private. Social media messages may not reach our customer service team promptly.

Leaving an honest review or raising a concern publicly will not prejudice our assessment of your complaint or affect your consumer rights. We do not require you to remove a review to receive a remedy you are entitled to.

Respectful communication

We ask customers and our team to communicate respectfully. We do not accept abusive or threatening behaviour.

If necessary, we may end an abusive call or require further communication in writing. This does not remove your right to have a legitimate complaint assessed.

Your rights

Our complaints process does not limit your rights under Australian Consumer Law. You may seek assistance from your state or territory consumer-protection agency or an appropriate tribunal, whether or not you have completed our internal process.

For more information, read our Terms & Conditions of Sale.