Returns, Refunds and Exchanges Policy
At Furniture For Backs, we process 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 is faulty.
You do not have a right to return a product if you:
- changed your mind and no longer want the product
- 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.
If you believe your product may have a manufacturing fault, please contact us and we will arrange an inspection. Each of our manufacturers provide warranties and guarantees for faults or defects under Australian Consumer Law.
If the product fault can be safely determined, we may offer you a refund, repair or exchange. 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. Furniture For Backs products can’t be resold once unwrapped, due to health or hygiene reasons. Once a mattress 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.
The following exceptions apply:
- 1. The mattress was not used at all and remains intact in its original 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 organized by Furniture for Backs P/L.
- 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.
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.
Standing Desks and Computer Chairs
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 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.
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. Thank you.