Still waiting on a

Fantastic Furniture

refund?

Fantastic Furniture offers a 30-day change-of-mind guarantee on most purchases, so if your item isn’t quite right (too big, too small, or just not matching your space), you can return it within 30 days for a refund or exchange.

To qualify, the product must be:

• Unused, unassembled, undamaged, and in original condition
  
  
• Returned with all original packaging, parts, and manuals
  
  
• Accompanied by proof of purchase (receipt or order confirmation) and valid photo ID

🚫 Exclusions – Choose Carefully

Certain products can’t be returned for change-of-mind due to hygiene or customisation reasons:

• Mattresses or bedding (once opened)
  
  
• Custom “Made to Order” furniture (e.g. MyChoice sofas, custom upholstery)
  
  
• Ex-floor stock or clearance items
  
  
• “As-Is” products sold with known defects
  
  
• Pet furniture or seasonal (Christmas) products
  
  

Once you assemble or use the product, it’s no longer considered “as new”, and won’t be eligible for change-of-mind refunds.

⚖️ Faulty or Damaged Items

If your product is faulty or damaged, Fantastic Furniture support will resolve it in line with Australian Consumer Law (ACL). You’re entitled to a repair, replacement, or refund depending on the severity of the fault. Report delivery damage within 7 days, and any product faults as soon as possible for assessment.

🪄 Step-by-Step Refund Process

1. Initiate the Return
Start by contacting your nearest Fantastic Furniture store (or the store where you purchased the item). Let them know whether you’d like a refund or exchange. They’ll confirm eligibility and provide instructions.

2. Bring the Item to Store
Pack the item securely (ideally in its original packaging) and bring it to the store with your receipt and ID. Staff will inspect the condition and, if approved, process your refund or help you choose a replacement.

3. Large Item Pickups
If you can’t bring a large item (like a sofa) back yourself, the store can arrange home pickup. Fees apply for change-of-mind returns, but are usually waived if the product is faulty or incorrect.

4. Optional: Return Slip for Faster Service
To speed things up, download and complete the Fantastic Furniture Returns Slip before heading in. It includes your order number and return reason, helping staff process your refund faster.

5. Refund or Exchange Completion
Once approved, refunds are processed via your original payment method (see below). Delivery fees are not refunded unless the return is due to damage or fault.

⏱ Expected Timelines

• In-store refunds: Usually processed immediately, but may take 3–5 business days to appear in your account.
  
  
• Online returns (via courier): Allow 1–2 weeks total — this includes shipping time, inspection, and refund processing.
  
  
• Afterpay/Zip refunds: Typically take up to 7–10 business days to update after Fantastic Furniture approves the refund.
  

Refunds are always initiated promptly once the return is received, though processing time can vary between banks and payment providers.

💡 Tip: Keep your refund receipt or email confirmation as proof, and track your refund status via your payment provider if delays occur.

Refunds are issued using the same method as your original payment:

• Card payments: Credited back to your Visa, Mastercard, or EFTPOS card
  
  
• Cash payments: Refunded in cash (in-store only)
  
  
• Gift cards: Reissued as store credit or a new voucher
  
  
• Afterpay/Zip Pay: Processed through the respective platform — your payment plan will adjust automatically
  

If your original payment method isn’t available (e.g. expired card), Fantastic Furniture will arrange an EFT refund or issue store credit.

You can also choose store credit voluntarily if you plan to shop again soon (useful for quick future purchases or exchanges).

Here are the most common refund problems and how to avoid them:

• Assembled Items: Once you assemble flat-pack furniture, it’s no longer considered “as new.” Change-of-mind refunds are usually denied unless there’s a fault.
  
  
• Delivery Fees: Delivery costs aren’t refunded for change-of-mind returns.
  
  
• Excluded Products: Mattresses, custom furniture, or “as-is” items can’t be returned unless faulty.
  
  
• Processing Delays: Refunds may take up to 10 business days to appear, depending on your bank or Afterpay.
  
  
• Proof of Purchase Missing: No receipt = no refund. Always keep your paperwork handy.
  
  

🪑 Example: One Reddit user who assembled a bed before deciding to return it was told a refund wasn’t possible — a reminder to double-check size, colour, and fit before building furniture.