Last updated: October 2026
1. About these terms
Homecamp Pty Ltd, ABN 68 600 745 033, is referred to as Homecamp, we, us or our. These terms explain how orders placed through our Australian website are accepted, delivered, changed and returned. Separate written trade or project agreements may contain additional terms, which we will provide before you order.
Please read these terms before purchasing. The version presented when you place your order applies to that order. Later changes apply to future orders and do not reduce rights under an existing purchase.
Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law. Where another applicable law gives you mandatory rights, those rights also remain available.
2. Product information and choosing your goods
We aim to provide accurate descriptions, specifications, photographs and availability information. Colours can appear differently on different screens.
Some Homecamp products, including items in our canvas goods range, are handmade or produced in small batches. Minor variations in colour, dye tone, texture, stitching and finish can occur between individual items and production batches. Products ordered separately may therefore differ slightly in shade, even when sold under the same colour name. These differences reflect the materials and production processes used and are not necessarily faults.
These variations must still be consistent with the product description and applicable consumer guarantees. They do not excuse a defect affecting quality, safety, durability or fitness for an agreed purpose. If a close colour match matters—for example, when adding to an existing set—please contact us before ordering so we can advise on the available stock.
Please check dimensions, compatibility and intended use before ordering. If you need a product for a particular purpose, tell us before purchase so we can discuss suitability. Follow the supplied setup, care and safety instructions. These requirements do not remove rights arising from a product defect or from advice or representations we provide.
Furniture, styling items and other products shown in photographs are included only where the product description identifies them as part of the purchase.
3. Prices and payment
Our Australian website prices and payments are in Australian dollars. Prices include GST where applicable. Delivery charges and any other mandatory charges will be shown or agreed before payment.
Payment options are those available at checkout. Full payment is required before dispatch unless we agree otherwise in writing. Pre-order payment requirements are covered in section 5.
Price changes apply to future purchases. We will not increase the agreed price of an accepted order without your agreement. Promotional eligibility and exclusions will be displayed with the offer. A later promotion or price reduction does not by itself entitle an earlier purchase to a price adjustment.
4. Order confirmation and availability
Your order is accepted when we send an order confirmation identifying the goods and total price. A payment-provider receipt alone is not an order confirmation. We aim to process in-stock orders within 1 to 3 business days, unless a different timeframe is shown before purchase. Processing time is separate from delivery time.
If we identify an availability problem, payment issue or genuine error, we will contact you promptly. We will not substitute goods or charge an additional amount without your agreement. If we cannot fulfil an accepted order, you may agree to an alternative or receive a full refund for the affected goods and associated unused delivery charges. A material change affecting the purpose of the rest of the order will be discussed with you, without limiting your legal rights.
We may decline an order before acceptance where goods are unavailable, payment cannot be verified, the transaction appears fraudulent, or supply would be unlawful. Any money taken for an order we decline will be refunded.
5. Pre-orders and backorders
Pre-orders and backorders allow you to purchase goods that are not ready for immediate dispatch. The listing or written quote will state the expected dispatch window and payment requirement. Full payment is required when ordering unless a different arrangement is expressly offered.
Expected dates are estimates based on information available when you order. We will notify you promptly if we become aware of a material change and provide the best revised estimate available. An estimated date does not give us an unlimited extension to supply.
If the revised dispatch window is materially later than the window stated when you ordered, or we materially change the product, you may accept the change or cancel the affected purchase for a full refund. This is separate from the change-of-mind policy below. Other rights concerning delay or non-supply remain available, including where an agreed essential delivery date cannot be met.
If you change your mind while we remain able to supply as agreed, section 6 applies. This includes deciding to wait for a future range or choosing a different model.
6. Change of mind before dispatch
If you change your mind about goods before they are dispatched, you may cancel them by contacting us using the details in section 15. Your request qualifies under this section if we receive it before the goods are handed to the carrier. Printing a shipping label does not by itself mean an order has been dispatched. This section applies to in-stock orders, pre-orders, backorders and sale items.
You may choose one of the following:
- Store credit for the full amount paid for the cancelled goods, plus any delivery charges not yet incurred. No fee is deducted.
- An exchange to another available product. Any additional amount must be paid before dispatch. Any remaining balance will be issued as store credit. We will confirm the revised goods, price and expected dispatch date in writing before changing the order.
- A refund to your original payment method, less the merchant fee charged to us by the payment provider on your original payment. We will tell you the amount of this fee before we process the refund.
If you do not tell us which option you prefer, we will issue store credit.
Payment providers do not return their fees to us when a payment is refunded. The deduction covers that cost only. It is not an administration fee or penalty.
If only part of an order is cancelled, we will explain any allocation of delivery charges or bundle pricing before completing the cancellation. If we dispatch goods after receiving a valid cancellation request, we will arrange their return at our cost and treat your request as made before dispatch.
We aim to issue credit or a refund within 10 business days of confirming the cancellation.
This section does not apply where you are entitled to a refund under section 5, section 9 or applicable law. Those refunds are made in full, without any fee deducted.
7. Delivery and collection
Available delivery services, charges, free-shipping eligibility and exclusions will be shown before payment. Larger products may require a freight quote. We will obtain your agreement to that quote before accepting the order. We will not retrospectively charge freight on an accepted free-shipping order.
Delivery estimates depend on destination and carrier availability. If delivery by a particular date is essential, contact us before ordering so we can confirm whether we can agree to it. Contact us if your order has not arrived as expected; we will investigate and work with you on the appropriate resolution.
Please provide accurate contact and delivery details and tell us promptly about errors. Where a failed delivery is caused by an incorrect address you supplied or failure to collect after reasonable notice, we may ask you to cover reasonable additional carrier charges. We will explain those charges before arranging redelivery. This does not apply to errors caused by us or our delivery providers.
We remain responsible for goods until they are delivered to you or your nominated recipient, or left in accordance with your express authority-to-leave instructions. Carrier tracking is evidence of delivery but does not automatically resolve a disputed delivery.
If you authorise a parcel to be left, choose a safe location. You may bear the risk of theft after the parcel has been correctly delivered there. This does not exclude responsibility for loss or damage before proper delivery, failure to follow your instructions, or any non-excludable rights. Free shipping does not reduce these protections, and purchasing transit insurance is not a condition of making a valid claim against us.
For collection orders, wait for confirmation that the goods are ready. If you need to delay collection, contact us. We will contact you and provide reasonable notice before taking any action concerning uncollected goods, in accordance with applicable law.
For international orders, available destinations and freight will be confirmed before payment. Import taxes and charges payable by you will be identified where known; check local requirements before ordering. Customs delays may affect estimates but do not remove mandatory rights. Destination-specific terms, where needed, will be provided before purchase.
8. Change of mind after dispatch
For eligible goods, request a return within 14 days of delivery. Obtain our written return instructions before sending anything back, then send the goods within 14 days of receiving those instructions unless we agree to an extension.
Goods must be unused, clean, fully dry, free of odours and in resale condition, with original packaging, labels, accessories and components. You may carefully unpack goods to inspect them, provided you can return them in that condition. Tents that have been pitched outdoors or show signs of ground use are not eligible for a change-of-mind return.
Products clearly marked sale, clearance or final sale before purchase are excluded from change-of-mind returns after dispatch. A normal bundle saving alone does not make a bundle final sale.
For qualifying returns, you may choose:
- Store credit for the price actually paid for the returned goods; or
- A refund to your original payment method for the price actually paid, less the merchant fee charged to us by the payment provider on your original payment. We will tell you the amount of this fee before we process the refund.
If you do not tell us which option you prefer, we will issue store credit. Delivery charges already incurred are not credited or refunded, and you pay return freight. Where your original delivery was free, we do not deduct outbound freight.
Pack goods securely and use a trackable return service. Where you arrange the carrier, you are responsible for the goods during the return journey, subject to applicable law. If we arrange the carrier, we will explain the cost and arrangements in advance and assist with any transit claim.
We will inspect the return and normally issue credit or a refund within 10 business days of receipt. If the goods do not meet the conditions above, we will explain the issue with supporting information. We will not deduct cleaning or repair costs without first agreeing a resolution with you.
For a partial bundle return, we will confirm eligibility and the proposed credit or refund calculation before authorising the return, using any item-price allocation disclosed when you purchased. We will not impose an undisclosed retrospective loss of bundle discount.
These change-of-mind conditions do not affect your rights for faulty goods or any other rights under the Australian Consumer Law.
9. Faulty goods and other consumer remedies
Goods must meet applicable consumer guarantees, including acceptable quality, correspondence with description and fitness for a purpose made known to us where the law provides. These protections also apply to discounted goods and may apply to business purchases.
For a major failure, you may be entitled to reject the goods and choose a refund or replacement. For a failure that can be remedied and is not major, we may provide an appropriate repair, replacement or refund as permitted by law. If we do not remedy it within a reasonable time, further rights may arise. Compensation for reasonably foreseeable loss or damage may also be available.
Contact us with proof of purchase and details of the problem. An original receipt is helpful but is not the only acceptable proof. Photographs may help us assess the issue. We will not require you to deal only with the manufacturer or make original packaging a condition of a statutory remedy.
For a valid claim, we will cover reasonable return costs. Where goods are too large or difficult to return reasonably, we will arrange collection as required by law. Contact us before organising expensive freight so we can arrange a suitable method.
The 14-day change-of-mind period, unused-condition rules and sale-item exclusion do not restrict these rights. A product warranty is additional to consumer guarantees; its expiry does not automatically end your legal rights.
10. Product care and warranties
Any additional product or manufacturer warranty will be identified with the product or supplied documentation. Claims under consumer law can be raised with Homecamp regardless of the brand.
Follow the relevant setup, anchoring, weather, cleaning, drying and storage instructions. Damage caused by misuse, inappropriate installation or failure to care for goods may fall outside warranty or consumer-guarantee remedies to the extent that conduct caused the problem. We assess the circumstances rather than treating all weather damage, mould, commercial use or natural-material differences as automatically excluded.
For extended installations or accommodation use, discuss your intended setup before purchase and check relevant site approvals and product instructions. These terms do not override product-specific promises or create a blanket exclusion for accommodation use.
11. Store credit and refunds
Store credit issued under these terms does not expire, carries no maintenance fee and can be used across multiple purchases on our Australian website. Credit is not redeemable for cash, except where a refund is available under these terms or required by law.
Purchased gift cards and promotional vouchers may have separately disclosed conditions and must comply with applicable law. They are not automatically governed by our change-of-mind policy.
Where a refund is due, we will normally return it using the original payment method. If that is not possible, we will agree a suitable alternative. We will process it within 10 business days after the entitlement and amount are established, or sooner where legally required. Financial institutions may take additional time to display the funds.
A merchant fee is deducted only from change-of-mind refunds you choose under section 6 or section 8. We do not deduct payment-processing or administration fees from refunds required by law, refunds under section 5, refunds for orders we cannot supply or decline, or refunds for faulty goods. We will not substitute store credit for such a refund without your agreement.
Payment disputes. If you have a concern about an order, please contact us first so we can resolve it quickly. If a payment dispute or chargeback is raised about a change-of-mind matter, we may provide your card issuer with these terms and your order records. Raising a dispute does not change the options available to you under sections 6 and 8.
12. Website use and customer content
You may use this website to browse and make lawful purchases. Do not interfere with its security, misuse another person’s account or submit unlawful content. Website material belongs to Homecamp or its licensors; permission is required for commercial reproduction unless the law permits it.
Reviews should describe genuine experiences. We may remove spam, abuse, unlawful material, personal information or irrelevant content. We do not remove genuine reviews solely because they are negative or edit them to change their meaning.
Tagging Homecamp on social media does not by itself grant us unrestricted marketing rights. We will seek permission before reusing customer photographs or videos in our marketing, unless an express licence has already been agreed for that use.
13. Privacy and communications
Our Privacy Policy explains how we collect, use, store and disclose personal information, including our use of service providers for payment processing, fulfilment, customer support and marketing. Please read it alongside these terms.
We may send communications needed to manage your order, including payment confirmations, delivery updates and responses to your enquiries. Marketing communications are handled in accordance with applicable consent and unsubscribe requirements. Unsubscribing from marketing does not prevent essential communications about your order.
14. Restricted products
As a Homecamp sales policy, purchasers of axes and knives must be at least 18. Additional restrictions may apply to particular products or destinations. We may request appropriate age verification and decline supply where a legal requirement cannot be met. Any payment for goods we cannot lawfully supply will be refunded. Handle and use all products in accordance with their instructions and applicable law.
15. Contact and complaints
Contact us through our website Contact page for current email and telephone details. Include your order number, contact details and a description of the request. We will provide current return instructions; do not send goods to a showroom or warehouse without confirming the return address.
We aim to acknowledge complaints within 2 business days and explain the next steps. If assessment takes longer, we will keep you informed. You may request a management review or contact the relevant consumer-protection agency or tribunal. Using our complaints process does not prevent you from exercising legal rights.
16. General provisions
Victorian law governs these terms, subject to mandatory laws that apply to your purchase. The courts of Victoria have non-exclusive jurisdiction. Nothing requires you to give up a right to bring a claim in another court or tribunal with lawful jurisdiction.
We remain responsible to the extent required by law. These terms do not impose a blanket cap on compensation or exclude liability for our negligence or breach of a non-excludable duty. Any separately negotiated business liability arrangement must be agreed in writing and comply with applicable law.
If a provision is invalid or unenforceable, it will be ineffective only to the extent required, and the remaining provisions continue where they can operate lawfully. A failure to enforce a provision immediately does not waive it.
