Shipping, Returns & Refund Policy

HOMEXE

Australian Home Decor

Shipping, Returns & Refunds

Our promise on how your order is delivered and handled

Last updated: May 2026

At HOMEXE, we want your shopping experience to be as smooth as possible from checkout to delivery, and beyond. This page covers everything you need to know about how we ship orders, and what happens if you need to return something.

PART 1 — Shipping Policy

Processing Time

All orders are processed and dispatched by our trusted Australian fulfillment partners within 1 to 2 business days. Orders placed on weekends or public holidays will begin processing on the next business day. During peak periods (sales, holidays), processing may take an extra 1 to 2 days we will always let you know if there is a delay.

Delivery Times

Once dispatched, estimated delivery times by state are:

NSW: 2–5 business days
VIC / QLD / ACT: 3–7 business days
SA / TAS: 4–8 business days
WA / NT: 6–12 business days

Please note: Delivery times are estimates provided by our shipping carriers and are not guaranteed. Remote and regional locations may take longer. We will do our best to dispatch your order as quickly as possible.

Shipping Rates

Shipping costs are calculated automatically at checkout based on your delivery location, parcel size, and order weight. The exact cost is shown before you complete payment no surprises. Watch out for our occasional free-shipping promotions on orders over a minimum value.

Order Tracking

Every order includes tracking information. As soon as your order is dispatched, you will receive an email with a tracking number and a link to follow your parcel. You can also track your order anytime by logging into your account on our website.

Delivery Issues

If your order has not arrived within the estimated timeframe, please:

Check your tracking link for the latest update;
Check with neighbours or your local post office in case the parcel was redirected;
Contact us at info@homexe.au with your order number we will investigate immediately.

If your order arrives damaged, please see our Returns & Refunds Policy below for the process.

Incorrect Delivery Addresses

Please double-check your delivery address at checkout. We are not responsible for orders sent to incorrect addresses provided by the customer. If a parcel is returned to us due to an incorrect or undeliverable address, we will contact you to arrange re-shipment at the customer's cost.

PART 2 — Returns & Refunds Policy

At HOMEXE, your satisfaction is important to us. This Returns & Refunds Policy outlines 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure occurs when a product:

Has a problem that would have stopped you buying it had you known about it;
Is significantly different from the description, sample, or demonstration model;
Is substantially unfit for its common purpose and cannot be easily fixed within a reasonable time;
Is unsafe.

For more information about your rights as a consumer, please visit the Australian Competition and Consumer Commission website at www.accc.gov.au/consumers.

2. Change of Mind Returns

We understand that sometimes a product may not be quite right for your space. We offer change-of-mind returns under the following conditions:

Returns must be requested within 14 days of the delivery date.
Items must be unused, undamaged, and in their original condition.
Items must be returned in their original packaging, including all tags, accessories, and documentation.
Proof of purchase (order number or receipt) is required.
Return shipping costs are the responsibility of the customer for change-of-mind returns.
A restocking fee of up to 10% may apply at our discretion to cover handling and inspection costs.

3. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, please contact us within 7 days of delivery. When contacting us, please include:

Your order number;
A clear description of the issue;
Clear photographs of the damage or fault (and the packaging, if relevant).

In most cases — to minimise environmental impact and resolve your claim as quickly as possible — we will not require you to return the faulty item. Once we have reviewed the photographs and confirmed the issue, depending on your preference and the nature of the fault, we will:

Replace the item at no cost to you; or
Repair the item where reasonable; or
Issue a full refund, including original shipping charges.

If a physical return is required (for example, for inspection of a high-value item), we will arrange and cover the return shipping at no cost to you.

4. Items That Cannot Be Returned for Change of Mind

The following items are not eligible for change-of-mind returns (your statutory rights under the Australian Consumer Law for faulty items still apply):

Custom-made or personalised products;
Final sale or clearance items marked as non-returnable at the time of purchase;
Items purchased with a gift card where the card has been redeemed;
Items that have been assembled, installed, used, or altered after delivery.

5. How to Request a Return

Contact us at info@homexe.au or +61 406 661 112 with your order number and reason for return.
Wait for confirmation. We will respond within 2 business days with a Return Authorisation (RA) number and the return address. Returns sent without an RA number may not be accepted.
Ship the item within 14 days of receiving your RA number. After 14 days, the RA will expire and a new request must be made.
Pack the item securely in its original packaging, with the RA number clearly marked on the outside of the parcel.
Ship the item using a tracked courier service. We strongly recommend obtaining tracking and insurance HOMEXE is not responsible for items lost or damaged in return transit unless the return was caused by our error.

6. Refund Processing

Once your returned item arrives at our fulfillment partner's warehouse, our team will inspect it. You will receive an email confirming receipt and the outcome of the inspection.

Approved refunds are processed within 5 to 10 business days of receiving the returned item (or, for faulty-item claims, within 5 to 10 business days of approving the photographic evidence).
Refunds are issued to the original payment method used at checkout.
Depending on your bank or card issuer, it may take an additional 3 to 5 business days for the funds to appear in your account.
Original shipping charges are non-refundable for change-of-mind returns. They are fully refunded for faulty, damaged, or incorrect items.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please return your original item under this policy and place a new order for the item you want.

8. Late or Missing Refunds

If you have not received your refund within the timeframes above, please:

Check your bank account again;
Contact your credit card company it may take additional time before the refund is officially posted;
Contact your bank there is often processing time before a refund is posted;
If you have done all of this and still have not received your refund, please contact us at info@homexe.au.

For any questions about shipping, returns, or refunds, please contact us:

HOMEXE

ABN: 21 634 383 350

Email: info@homexe.au

Phone: +61 406 661 112

Hours: Monday to Friday, 9am – 5pm Sydney time

Registered Business Address: Sydney, NSW, Australia

This policy is governed by the laws of New South Wales, Australia, and operates alongside your statutory rights under the Australian Consumer Law.

HOMEXE

ABN: 21 634 383 350

info@homexe.au | +61 406 661 112

Sydney, NSW, Australia