Refund policy

Furniture For Backs warranty’s cover all replacements, exchanges and refunds in accordance with Australian Consumer Law.

Under the Australian Consumer Law, you have the right to return a product and get a refund or exchange if the product does not meet certain consumer guarantees - for example, if the product has a manufacturing fault.

If you believe your product may have a manufacturing fault, please contact us and we will arrange an inspection. If the product fault can be safely determined, a refund, repair or exchange will be offered. Where the product fault is difficult to determine by a store representative, we'll need to speak to the manufacturer or repair agent to determine the fault and possible resolution.

Change of mind

If you change your mind about a purchase before delivery, please notify us immediately. As most products Furniture For Backs sell are made to order, once the order is placed with the manufacturer, it is then made specifically for you.
Please choose carefully. Due to health and hygiene reasons, Furniture For Backs products can not be resold once unwrapped.

The following exceptions apply for mattresses:

1.  The mattress was not used at all and remains intact in its original condition and plastic bagging. In this case, the customer has up to 30 days to return unopened mattress. The transport cost is paid for by the customer. The transport company returning the mattress is organised by Furniture for Backs.

2.  If Furniture for Backs has a promotion which allows for a return to occur. This will be communicated on the Furniture for Backs website.

You do not have a right to return a product if you:

- Changed your mind and no longer want the product outside of promotional trial periods.
- Ordered the wrong product
- Found the product cheaper elsewhere
- Found a better product elsewhere
- Damaged the product by misusing it
- Used the product for a long time and the problem is as a result of usual wear and tear.

MATTRESS WARRANTY & CARE 

LENGTH OF WARRANTY

Your warranty protects you from the day you purchase your mattress, and continues according to the period listed below. Warranty periods range from 5 to 10 years dependent on the mattress range.

THE WARRANTY PROCESS

Your mattress should provide many years of comfort, rest and recuperation. In the unlikely event that your mattress does exhibit signs of defective workmanship or materials, please contact Furniture For Backs customer service within the first 5 days of noticing the fault.

WARRANTY CONDITIONS

At Furniture For Backs we take pride in our product quality and hope that you will look after your investment. To receive the best possible performance from your mattress, please read the following Conditions and Care Instructions prior to use.

The warranty covers defective workmanship and materials. It does not cover damage or defects caused by normal wear and tear or improper use of your quality mattress.

Our Warranty Covers:

Manufacturing Faults
• Coils or wires that are loose or broken.
• Coils or wires that protrude or tear through any fabric.

Our Warranty Does Not Cover:

Soiled Mattress Covers
• This includes stains, soiling or burns. Please use mattress protectors to ensure the lifespan of your mattress and the length of your warranty.

Normal wear and tear

Body Indentations
• Your mattress is designed to provide support and comfort. Body indentations are a normal occurrence and indicate that the upholstery layers of the mattress are performing as they should. This warranty does not cover body indentations (less than 35mm). 

• Please rotate your mattress every 2 weeks for the first 3 months of use, and once every 3 months after to minimise indentation and uneven wear.

Torn Handles
• Handles should only be used to position the mattress on its foundation and may pull out if used to support the full weight of the mattress.

Fabric Damage
• Fabric damage caused by contact between the mattress and foundation base. To prevent damage to the mattress cover, place a mattress protector or other insulating material between the mattress and the base - especially in the case of wooden or unfinished metal slats.

Warped Border Wires
• Border wires run along the perimeter of the mattress and foundation. They may warp due to improper movement or bending of mattress. Prolonged sitting on the edge of your mattress is not recommended as this may cause the border to sag over a period of time.

Incorrect Foundation Use
• Mattress damage sustained due to incorrect foundation use. The base or foundation must provide even and adequate support throughout. A mattress is designed for full performance when used in conjunction with a matching base as part of a total sleep set. The use of a soft, sagging or non-supportive base with excessive gaps between slats or narrow tubing will void this warranty.

Incorrect Slat Positioning
• Damage incurred through incorrect slat positioning. Timber slats should be no more than 70mm apart. On double and queen size beds, slats should be a minimum thickness of 35mm or supported by a centre rail.

Incorrect Use
• Damage sustained through incorrect use. DO NOT bend your mattress under any circumstances. DO NOT let anyone stand or jump on your mattress.

A Change of Mind
• Your mattress is sold as is. Unfortunately, Furniture For Backs can’t warranty against a change of mind. Make your purchase well considered.

Smell
• Some of the raw materials used to manufacture mattresses provides for a ‘new’ smell. These odours will dissipate very quickly once removed from the packaging material.

Minor Manufacturing Anomalies
• This warranty does not cover minor manufacturing anomalies that do not impact the performance of the bed, (eg. mis-stitching on quilting).

Before contacting Furniture For Backs, please be aware of the following:

Furniture For Backs will either repair or replace at their discretion, (without charge to the original purchaser), any manufacturing fault, as defined in this warranty. If identical materials are no longer available, Furniture For Backs reserves the right to substitute materials of equal or higher quality when necessary.

Transport charges may be applicable.
As a part of the warranty process, Furniture For Backs will meet transportation costs during the first 12 months of purchase. After the first year, transportation charges will be met by the purchaser. In no case will any transportation charge be accepted without prior approval from Furniture For Backs.

An inspection fee exists and is presently at $70 (but may vary according to when a claim is made) and is non-refundable in the event that a warranty claim is unsuccessful. If the warranty claim is successful, as deemed by Furniture For Backs, then this $70 inspection fee is used to offset the transportation costs.

Hygiene Requirements
• Under workplace legal regulations, bedding stores and manufacturers are not permitted to handle products in an unsanitary condition. We advise that you use a mattress protector to avoid soiling. This is important if you wish your guarantee to remain valid.

Proof of Purchase
• It is essential that you retain your receipt; otherwise the warranty is rendered invalid.

100 & 200 NIGHT MATTRESS TRIALS

With an online purchase, there is a risk of purchasing the wrong mattress.

To remove this risk, we offer a 100 night trial period on our Orthopaedic Advanced mattress range, and a 200 night trial period on our Orthopaedic Ultimate mattress range, (Not including custom sized mattresses).

So the risk is now with us!

Within the 100 & 200 night mattress trial periods, the purchaser has 2 options:

• Request a full refund or,
• Swap to a different mattress option.

Therefore, if you don’t like your mattress, contact us and we’ll organise to have your mattress picked up at no expense to you, and once we’ve inspected the mattress, we’ll arrange your refund or exchange as soon as possible.

Some Reasonable Terms and conditions:

• The trial begins on the day you take possession of your mattress.

• The 100 night sleep trial applies only to the Orthopaedic Advanced mattress range and excludes all other furniture items including chairs, standing desks or bed bases.

• The 200 night sleep trial applies only to the Orthopaedic Ultimate mattress range and excludes all other furniture items including chairs, standing desks or bed bases.

• Mattress trial periods do not apply to custom sized mattresses.

• Initial freight costs associated with a return or exchange is covered by Furniture For Backs.

• Shipping and handling costs on returns and exchanges must be covered by customers for delivery addresses that are outside the designated Melbourne metro area.

• Mattress returns or exchanges are to be freighted to our Melbourne showroom.

• The trial is intended to permit customers to evaluate the mattress comfort level.

• A maximum of one mattress return or exchange will be allowed.

• There is no trial period or exchange for the replacement mattress.

• Exchanges between mattress sizes are not permitted.

• If you are considering a mattress exchange, you will be advised to visit instore (if practical) to select an alternative option.

• If a replacement mattress is more expensive than your original purchase, you will be required to pay the outstanding amount before the replacement mattress can be delivered to your home.

• Returned or exchanged mattresses must be in a state close to its original condition.

• A mattress that is damaged or soiled in any way will not be subject to a return or an exchange.

• In order to qualify for the 100 & 200 Night Mattress Trials, purchasers MUST use an industry standard mattress protector for the duration of their trial. Non-compliance will result in not qualifying for the refund or exchange offer. Evidence to suggest a mattress protector was not used will void the purchaser the opportunity to obtain a full refund or exchange.

• The condition of a potential mattress return or exchange is assessed by Furniture For Backs and the final decision is completely at our discretion. We will provide this decision in writing.

• Monies refunded from a mattress return are issued within 14 working days after the mattress has been returned and an approval made following the inspection process.

Basic Process

Contact us on 1300 109 007 to discuss concern.

You'll be asked to provide proof of purchase.

A photo of your mattress is required to help our team assess the state of your mattress.

A Furniture For Backs driver is sent out to inspect the mattress condition onsite, prior to accepting the exchange/return.

A structurally sound bedframe/base is required to be eligible for returns and refunds, as they are essential to the performance and comfort of your mattress.

The mattress must be used on an appropriate bedframe/base.

Solid timber slats should be no more than 8cm apart.

Failure to use a suitable bedframe/base will result in your Mattress Trial being voided, and the mattress unable to be exchanged.

Mattress Bases 

In accordance with the conditions listed above for mattresses, once a mattress base has been purchased from Furniture for Backs, delivery has been made and the mattress has been used, the customer can no longer receive a refund. 

Mattress Foundation (Base) 1 Year Warranty

The mattress base warranty covers manufacturing faults such as:

- Splitting occurring in wooden frame.

- Loose or broken foundation wire.

- Compression of module.

- Leg and or caster failure.

Standing Desks and Computer Chairs

Length of Warranty

Furniture For Backs Computer Chairs all come with a 5 year Warranty on all structural components, and a 1 Year Warranty on Fabric, PU, and Leather.

This warranty is supplied by the manufacturer of the Furniture for Backs computer chairs, and is limited to the original purchaser.

All Furniture For Backs computer chairs are warranted to be free from defects in materials and workmanship for the periods of time stated above from the original date of purchase or unless otherwise stated.

The manufacturer will at their discretion repair or replace any faulty part or complete item.

This warranty does not apply to:

- Damage from misuse, abuse, improper storage, installation, repair, or alteration.

- The warranty is based on normal use, with the user weighing up to 120kgs, with the exception of the Titan chair which is rated up to 200kg.

To claim on this warranty, please contact Furniture For Backs, or return the defective item with the original sales receipt to the place of purchase.

Any freight charges outside a capital city will be at the expense of the purchaser.

Change of Mind

Once a standing desk or computer chair has been purchased from Furniture for Backs, a return or swap can be made under the following circumstances:

1.  The product purchased must be in unmarked condition. This is determined at the discretion of Furniture for Backs.

2.  It is the responsibility of the purchaser to transport the product to the Furniture For Backs showroom. If transport is not possible, then Furniture for Backs may visit the customers residence and a service fee will apply and paid for prior to the visit.

3.  The return or swap is within 7 days of the date of acceptance of their product.

Pillows

Pillows sold by Furniture For Backs are supplied by Therapeutic Pillow Australia.

All pillow returns and exchanges are to be directed to Therapeutic Pillow Australia, not Furniture For Backs.

Please note - All product returns are either disposed of via recycling, used as samples or donated to various charities.

Once a product leaves the Therapeutic Pillow Australia production facility it is never resold.

Every product sent is always pristine and brand new.

Refund Policy (Online Orders Only)

Therapeutic Pillow Australia offers all customers a 100% no questions asked money back guarantee (subject to the terms below).

Therapeutic Pillow Australia wants you to be 100% happy with your purchase.

If you change your mind about an item purchased you are welcome to do so for a full refund (less shipping costs).

The only conditions applying to returns are as follows:

- All returns must be unused and in their original condition (including all original packaging).

- You must complete your return within 30 days of the date of your order and you are responsible for arranging the return and all related costs.

- The original shipping costs to you are not refunded.

Exchange/Replacement Policy (All other Orders)

If you would like to exchange your product for something else Therapeutic Pillow Australia is happy to do so. The only conditions applying to exchanges are as follows:

- All exchanges must be unused and in their original condition (including all original packaging).

- You must complete your exchange within 30 days of the date of your order. The customer is responsible for the costs of sending products back to Therapeutic Pillow Australia whilst the replacement products will be sent free of freight.

- Any difference in price of the replacement products will be refunded or charged accordingly.

- The original shipping costs to you are not refunded.

- In most cases we will pay for shipping of new product for you dependent on location.

How do I return or exchange a product?

If you wish to return or exchange a product, please complete a copy of Therapeutic Pillow Australia‘s Returns Form. Please attach the completed Returns Form to the outside of each item being returned.

- If you cannot print the Returns Form, please attach a note to the outside of the item, including details of the customer name, email address, delivery address, telephone number and order number.

- Send all items being returned to the delivery address stated on the Returns Form. Keep a record of your return shipment until you have received your replacement, credit or refund.

- All products being returned must be in their original packaging.
What if my product is damaged?

If your product is damaged in anyway please just give Therapeutic Pillow Australia a call on (03) 8585 6685 and they can arrange for a replacement to be sent. You may be asked to send through a photo and we will remedy situation straight away.

Anything Else? Therapeutic Pillow Australia is happy to help.

For any other issues please call them directly on (03) 8585 6685 and they can assist with any questions and requests. Therapeutic Pillow Australia wants you to be happy with their products and services and are happy to be of assistance in any way.