Returns & Refunds Policy

 Returns & Refunds Policy 

HOMEXE is operated by ENJAZ TRADING COMPANY PTY LTD (ABN 21 634 383 350).
 
Our commitment to fair and transparent returns and refunds.
 
Last updated: August 2026
 
At HOMEXE, your satisfaction is important to us. This Returns & Refunds Policy explains your rights and our procedures when you wish to return a product purchased from www.homexe.au.
 
This policy operates in addition to your rights under the Australian Consumer Law (ACL) and does not limit those rights in any way.
 
1. Your Rights Under Australian Consumer Law
 
Our products 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 products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
 
A major failure may occur when a product:
 
• Has a problem that would have stopped you from buying it had you known about it.
• Is significantly different from its description, sample or demonstration model.
• Is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time.
• Is unsafe.
 
For more information about your consumer rights, please visit the Australian Competition and Consumer Commission (ACCC) website.
 
2. Change of Mind Returns
 
We understand that sometimes a product may not be quite right for your space. We accept change-of-mind returns under the following conditions:
 
• The return must be requested within 14 days of delivery.
• The item must be unused, undamaged and in its original condition.
• The item must be returned in its original packaging with all tags, accessories and documentation.
• Proof of purchase, such as your order number or receipt, is required.
• Return shipping costs for change-of-mind returns are the responsibility of the customer.
• We do not charge a restocking fee for eligible change-of-mind returns.
 
Your rights under the Australian Consumer Law are not affected by these conditions.
 
3. Faulty, Damaged or Incorrect Items
 
If your item arrives faulty, damaged in transit or is not what you ordered, please contact us as soon as possible.
 
To help us resolve the issue quickly, please provide:
 
• Your order number.
• A clear description of the problem.
• Clear photographs of the product and, where relevant, its packaging.
 
Where appropriate, photographs may allow us to assess the issue without requiring the product to be returned.
 
Once the issue has been assessed, and subject to your rights under the Australian Consumer Law, an appropriate remedy may include:
 
• Replacement of the item at no additional cost.
• Repair where appropriate.
• A refund where applicable.
 
 
If we require the item to be physically returned because it is faulty, damaged or incorrect, HOMEXE will arrange or cover reasonable return shipping costs.
 
4. Items That Cannot Be Returned for Change of Mind
 
The following products are generally not eligible for change-of-mind returns:
 
• Custom-made or personalised products.
• Final sale or clearance products clearly marked as non-returnable at the time of purchase.
• Items that have been assembled, installed, used, damaged or altered after delivery.
 
These exclusions apply only to change-of-mind returns and do not exclude or limit your rights under the Australian Consumer Law if a product is faulty or otherwise fails to meet a consumer guarantee.
 
5. How to Request a Return
 
To request a return:
 
1. Contact us at info@homexe.au or +61 406 661 112 and provide your order number and reason for the return.
2. Wait for our return instructions. We aim to respond within 2 business days.
3. If a return is required, securely package the item in accordance with the return instructions provided.
4. For change-of-mind returns, we recommend using a tracked shipping service. HOMEXE is not responsible for items lost or damaged during return transit
where the return is arranged by the customer.
 
Please do not send a return before receiving return instructions from us.
 
6. Refund Processing
 
Once an eligible returned item is received, we will inspect it and notify you of the outcome.
 
Approved refunds are generally processed within 5–10 business days.
 
Refunds will normally be issued to the original payment method used for the purchase.
 
After we process your refund, your bank, card provider or payment service may require additional time for the funds to appear in your account.
 
Because HOMEXE currently offers free standard shipping across Australia, there is no original standard shipping charge to refund on orders where free shipping was provided.
 
Nothing in this section limits any refund or reimbursement you may be entitled to under the Australian Consumer Law.
 
7. Exchanges
 
We do not currently offer direct exchanges.
 
If you would like a different product, you may return the original item if it is eligible under this policy and place a new order for your preferred product.
 
8. Late or Missing Refunds
 
If an approved refund has not appeared within the expected timeframe:
 
• Check your bank account again.
• Contact your card issuer or payment provider, as processing times may vary.
• Contact your bank, as additional processing time may apply.
 
If you have completed these steps and still have not received your refund, please contact us at info@homexe.au.
 
Contact Us
 
For questions about returns or refunds, please contact:
 
ENJAZ TRADING COMPANY PTY LTD
Trading as HOMEXE
 
ABN: 21 634 383 350
ACN: 634 383 350

Email: info@homexe.au
Phone: +61 406 661 112
Hours: Monday to Friday, 9:00am–5:00pm AEST
Address: 206/67 Helen Street, Sefton NSW 2162, Australia
 
This Returns & Refunds Policy is governed by the laws of New South Wales, Australia, and operates alongside your statutory rights under the Australian Consumer Law.