Terms & Conditions

Furniture For Backs Mattress Warranty

LENGTH OF WARRANTY

Your warranty protects you from the day you purchase your mattress and continues according to the period found on the law tag. The law tag is sewn into the border of your mattress and foundation and must not be removed. Warranty is immediately void if removed. Warranty periods range from 5 to 10 years.

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.

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.

Furniture For Backs will 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.

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

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.

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.

Our Warranty Covers the following specific manufacturing faults under conditions of normal wear:

Mattress

Coils or wires that are loose or broken.

Coils or wires that protrude or tear through any fabric.

Foundation (Base) 1 Year Warranty

- Splitting occurring in wooden frame.

- Loose or broken foundation wire.

- Compression of module.

- Leg and or caster failure.

Our Warranty Does Not Cover

Soiled Mattress Covers

This includes stains, soiling or burns.

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). 

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)

Protecting Your Investment

CARE INSTRUCTIONS FOR YOUR MATTRESS

Ensure Proper Installation. Make sure your new mattress and foundation are properly installed. Improper installation can damage your new mattress. Ensure castors for base are screwed in tightly. If you're using a slat base, ensure even spaces with gaps no more than 70mm. Slats need to be strong enough to manage the weight of the mattress with two lying people on top. Peace of mind is achieved with slats that have a strong center support to prevent the mattress from slumping.

Allow to breathe. If you detect a slight “new product” odour, leave the mattress and foundation uncovered and well ventilated for a few hours. A breath of fresh air should do the trick!

Mattress Protectors. (on top) are essential for the longevity of your mattress. Will prevent stains from spills. Purchase a good quality, washable product. A protector or insulator between mattress and slats will protect underneath the mattress surface also.

Mattress Rotations. The upholstered layers of the mattress top require settling. Same applies for the mattress core, whether sprung or latex. The entire mattress initially needs some relatively even compression. Mattress rotation will increase comfort and prolong its life. Mattress should be turned every fortnight for first 3 months and every 3 months thereafter. Do not flip mattresses that are one-sided, rotate only.

Do Not Dry Clean. The chemicals in dry cleaning agents/spot removers may be harmful to the fabric or underlying materials. Vacuuming is the only recommended cleaning method. But if you’re determined to tackle a stain, use mild soap with cold water and apply lightly. Do not ever soak a mattress or foundation.

Do not remove the Law Tag. The law tag will serve as a means of identification and if removed voids your warranty claim, if ever needed.

It’s not a trampoline. Don’t let anyone jump on your mattress. The mattress core and / or base can easily damaged. 

Tighten. Base fittings and castors are to be screwed in tightly. Check and re-tighten regularly (3 times a year).

 

CARE INSTRUCTIONS FOR YOUR BASE

FOLLOW THESE LEG AND CASTOR INSTRUCTIONS FOR THE FOUNDATION.

  • Turn foundation or base of bed upside down and insert leg and screw gently into hole and turn clockwise. Repeat for all legs.
  • Tighten by hand or spanner until legs are firmly in place. • Turn foundation over back over and re-tighten legs, as tight as possible.
  • Re-check legs for tightness every 3 months.
  • Important, It is the purchaser's responsibility to tighten the legs and castors to ensure the bed is set up as intended. The warranty is void if this is not performed as recommended.
  • For the better performance of your mattress, we strongly recommend the use of an appropriate Manufacturer Foundation, which has been especially designed to work with your mattress or deliver the right support.
  • Warning if weight is applied to surface of the platform base (by kneeling, standing, jumping, sitting or leaning) on, you may damage the platform board. This will void your warranty.

  

The Do's                                                                                                     

  • DO dispose of your plastic bags immediately. • DO plan to keep your mattress dry. Protect it from water and other fluids. It is required that a mattress protector be used.
  • DO turn your mattress. This should be done every 2 weeks for the first three months, then once every two months after. One sided mattresses should only be turned and not flipped. • DO check your bed legs. This should be done every 6 months.

The Don'ts

  • Don't ever use dry cleaning fluid of any type on your mattress, chemicals will damage some of the construction materials.            
  • Don't let anyone stand or jump on your mattress.
  • Don't flip one sided mattresses, rotate only.
  • Don't attempt to turn/rotate your mattress by yourself, this may cause personal injury or damage to your mattress. Handles are there for positioning your mattress only, not for lifting the full weight of the mattress. 
  • Don't ever place this mattress near open flames or expose it to fire.
  • Do not use the edges of your mattress as a sitting surface, this will cause damage to the springs/foundation.
  • Don't bend your mattress under any circumstances. It may damage the innerspring unit. Flex rather than bend the mattress when going through doorways.
  • Don't remove the label off your mattress. This serves as a means of identification to establish your warranty/guarantee. • Don't place a board between your mattress and foundation. Your sleep set is specially designed to provide you with the correct support.

 

TRANSPORT & INSPECTION CHARGES.

Preliminary inspection.

Prior to a Comfort Sleep Bedding representative visiting a customer at home, we require an image of the mattress/base without any bedding linen, highlighting the alleged fault area. The image can be sent via Email, Postal or SMS. (Please contact Comfort Sleep Bedding for contact details).

Comfort Sleep Bedding reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.

Home inspection.

After preliminary inspection, customer service will call to arrange a mutually convenient time to inspect the mattress at the customer's home. Comfort Sleep Bedding reserves the right to charge an upfront call out fee prior to inspection taking place at any stage during the life of the mattress. This fee will be refunded should a manufacturing fault be discovered.

Comfort Sleep Bedding will endeavor to provide the most prompt service possible, however, a daily return service cannot always be guaranteed. Accordingly, Comfort Sleep Bedding does not supply loan mattresses.

If a product is deemed to be faulty by Comfort Sleep Bedding, during the first year after purchase transport charges relating to warranty/guarantee issues will be met by Comfort Sleep Bedding. After the first year, transportation charges will be met by the purchaser. In no case will any transportation charges be accepted without prior approval from Comfort Sleep Bedding.

Availability of identical materials.

Every effort will be made to repair or replace the mattress with the identical materials to those originally used. However, if identical materials are not available at the time of repair or replacement, we reserve the right to substitute materials of equal quality.

PROUDLY AUSTRALIAN MADE MATTRESS

 

Furniture For Backs Chair Warranty

Length of Warranty

Furniture For Backs Computer Chairs all come with a 5-Year Warranty.

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 a period of 5 years 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.

 

Care Instructions

Fabric Care

Regular Care

  • Vacuum regularly using low suction.
  • Protect from direct sunlight.

Cleaning

  • Use only quality fabric upholstery cleaner.
  • Do not scrub.
  • Do not use wet cloth.
  • Dry in shade away from direct sunlight.
  • Allow to dry thoroughly before using again.
  • Professional cleaning recommended.

Spot Cleaning

  • Treat spills and stains as soon as possible.
  • Gently scrape any soil or mop any liquid from surface.
  • Apply proprietary cleaning agents (strictly according to instructions).
  • May be spot cleaned with dry cleaning solvent.

PU / Vinyl Care

  • Use a soft clean cloth to regularly wash / wipe your chair.
  • Spills must be treated immediately by using a soft damp cloth.
  • Simply take the cloth and blot the spills.
  • For superficial dirt use a sponge and lukewarm water with a mild soap.
  • Dry with a clean cloth before using.
  • Do not use abrasive cleaning detergents.
  • Protect from sunlight and direct heating sources.
  • Do not use solvents, petroleum or alcohol based cleaning agents.
  • Avoid sharp objects (buckles, jewellery, keys, pet claws) near your furniture.

Leather Care

  • When necessary lightly brush (soft bristles only) or vacuum away dust and grit. Wipe over with a soft, clean, dye fast cloth.
  • For spots and spills, wipe excess liquid up immediately with an absorbent cloth or sponge.

For overall cleaning:

  • We recommend cleaning every 3-4 months with a reputable leather cleaning brand followed by an application with a reputable leather protector. Always follow directions on packs.

Note:

  • Accumulation of perspiration and body oils on armrests and headrest, may damage your leather. These areas may require more frequent cleaning.
  • Do not expose leather to direct sunlight, intensive heat, outdoor weather or soak unnecessarily. Always avoid excessive hard rubbing.
  • Do not dry clean or machine wash.
  • Do not use saddle soap, detergents, solvents, abrasives, unidentified leather cleaners, suede cleaners or any other products containing silicon or solvents.

 

Delivery Service and Shipping Terms

General Delivery Information

Furniture For Backs utilizes a national courier service because of their outstanding professionalism, their reliability and their low cost rates. This courier service designates one driver only to deliver the product(s) to the customer, unless otherwise specified.

Delivery days are Monday to Friday. There are no weekend deliveries.

Delivery hours are 9am till 5pm. Requests for an exact delivery time are not available. All purchasers must choose from one of the two, 4-hour windows available. Either 10am till 2pm, or 1pm till 5pm.

Once Furniture For Backs receives your product order, you will soon receive an email confirming your delivery date & time for your specific order.

Delivery for metropolitan areas of SYDNEY, MELBOURNE, BRISBANE, ADELAIDE & PERTH is FREE (See below information for conditions that apply).

Delivery outside of the designated metro area incurs a minimal delivery fee. The actual fee can be determined by contacting Furniture For Backs customer service. Same applies for regional areas that are well outside metro areas.

There are situations when the delivery is not free, or a delivery fee is incurred. This can depend on the product(s) purchased, or perhaps a situation that arises.

No products can be picked up, only delivered.

In the unlikely event that your purchased product(s) is found to be damaged or defective on receipt, customer service must be notified within 3 business days. Our customer service team will instruct the purchaser as to how the particular case will be managed. FFB will replace any item that is found to be defective at the time of delivery, which will include delivery. The purchaser must maintain the product packaging for transport purposes. If notification of a defect or damage occurs after the 3 business day period, then delivery fees are the responsibility of the purchaser.

Chair Delivery Information

In most occasions, chairs are delivered in 2-5 business days. Please contact customer service immediately if the time frame for the expected delivery has been exceeded. In the rare event that the purchased product(s) are not in stock, then customer service will contact the purchaser within 2 business days and provide 3 options:

  • Full refund
  • Purchase other product & settle financial difference
  • Wait for stock to arrive.

Your chair(s) will be delivered for Free provided the delivery address is located within the designated metropolitan area.

Delivery is for ground floor only. Flights of stairs incur a minimal fee.

Delivery of chairs requires the service of one courier person, whom will deliver the purchased products to your door step.

The chairs are delivered in a cardboard box package, so they are not delivered assembled. This is the purchaser’s responsibility.

If in the event that the purchaser, or the purchaser’s representative, is not present to accept delivery at the agreed place & agreed 4 hour time slot, as per the order arrangements, then two possibilities may occur:

  • The courier will immediately contact the customer on their mobile phone, whom may authorize the courier to leave the purchased product(s) at the prearranged address. Security of the purchased product(s) then becomes the full responsibility of the purchaser, or
  • If not contactable, or the purchaser is not satisfied with the above aforementioned option, the courier will transport the purchaser’s product(s) to the courier company’s capital city head office for storage. In this situation, the courier will leave their contact details in the purchaser’s letterbox for the purchaser to contact. Naturally some minimal fees will apply for storage and the second delivery. These fees will need to be settled with Furniture For Backs prior to re-delivery. The purchased product(s) remain the property of Furniture For Backs until these fees are settled. Settlement of outstanding fees is required within two business days.

Mattress Delivery Information

In most occasions, 1-2 weeks is required for the delivery of mattress products from the purchase date. This allows time to manufacture the mattress and deliver accordingly. Please contact customer service immediately if the time frame for the expected delivery has been exceeded.

Your mattress will be delivered for Free provided the delivery address is located within the designated metropolitan area (Conditions apply).

Delivery is for ground floor only. Flights of stairs may incur a minimal fee.

Delivery of the purchaser’s new mattress product(s) is to the front door only (but inside your home). Couriers do not take mattresses, for example upstairs or to the back of the house.

Important Note: All deliveries of mattresses require the assistance of the purchaser or a representative of the purchaser, at the drop off address. It is expected that they assist with the handling of the mattress from the courier vehicle to the front door of the home. These products are not heavy, but simply awkward to move. The courier cost is substantially less with one driver, rather than a driver and an assistant. This financial saving is passed onto the purchaser.

Although this process will be convenient the majority of the time, there will be occasions when this is inconvenient. If the purchaser is not able to assist the driver or provide a helper for any reason, then a fee will incur for the second helper to assist. The fee is minimal.

If in the event that the purchaser, or the purchaser’s representative, is not present to accept delivery at the agreed place & agreed 4 hour time slot, as per the order arrangements, then two possibilities may occur:

  • The courier will immediately contact the customer on their mobile phone, whom may authorize the courier to leave the purchased product(s) at the prearranged address. Security of the purchased product(s) then becomes the full responsibility of the purchaser, or
  • If not contactable, or the purchaser is not satisfied with the above aforementioned option, the courier will transport the purchaser’s product(s) to the courier company’s capital city head office for storage. In this situation, the courier will leave their contact details in the purchaser’s letterbox for the purchaser to contact. Naturally some minimal fees will apply for storage and the second delivery. These fees will need to be settled with Furniture For Backs prior to re-delivery. The purchased product(s) remain the property of Furniture For Backs until these fees are settled. Settlement of outstanding fees is required within two business days.

 

Furniture For Backs 100 Night Mattress Trial

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

To remove this risk, we offer a 100 night trial period on our Orthopaedic Ultimate mattress range.

So the risk is now with us.

Within this 100 night mattress trial period, the purchaser has 2 options:

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

Therefore, if you don’t like your mattress, contact us and we’ll organise to have it picked

up or exchanged.

 

 Some Reasonable Terms and conditions:

  • The trial begins on the day you take possession of your mattress.
  • The trial applies only to the Orthopaedic Ultimate mattress range and excludes all other furniture items including chairs, standing desks or bed bases.
  • All freight costs associated with any return or exchange is paid by the original purchaser.
  • 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 second 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 Night Mattress Trial, 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 FFB 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 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

100 Night Mattress Trial being voided and the mattress unable to be exchanged.