Bought something from

Fantastic Furniture

that broke too soon?

Fantastic Furniture backs every product it sells with its Fantastic Quality Guarantee, covering manufacturing defects and material faults across its full furniture, bedding, and home accessories range.

What’s covered:

• Manufacturing defects: Faults in stitching, joinery, hardware, or material quality.
  
  
• Structural faults: Frames, bases, and mechanical components failing under normal use.
  
  
• Material defects: Issues in fabrics, foams, or finishes caused by poor workmanship or production flaws.
  
  

Warranty coverage periods vary by product type:

• 1 Year: Home accessories (lamps, rugs, cushions), and budget mattresses.
  
  
• 3 Years: Most sofas (covering frames, foams, recliner mechanisms, and upholstery).
  
  
• 6 Years: Selected premium product ranges.
  
  
• 10 Years: Platinum collection mattress bases and selected frames.
  
  

The warranty period starts from the purchase date and applies to the original purchaser using the item in a domestic (non-commercial) environment.

Importantly, Fantastic Furniture’s warranty operates in addition to your rights under Australian Consumer Law (ACL). So even if your item is outside its express warranty period, you’re still protected if it fails earlier than reasonably expected for its price and use.

Fantastic Furniture’s warranty claim process is designed to be fast, friendly, and fair.

Step 1: Contact the Store or Customer Care
Reach out to the store where you purchased the item — either by phone, in person, or via Fantastic Furniture’s Warranty Enquiry Form. You can also contact their Customer Care Team directly through the Help Centre or by calling the support line listed on their site.

Step 2: Provide Purchase Details
Have your proof of purchase ready: a receipt, tax invoice, or online order confirmation. If you’re a Fantastic Club member, your order may be retrievable through your account.

Step 3: Describe the Issue Clearly
Explain the problem and how it affects the product. The clearer your description, the quicker the resolution.

Step 4: Submit Photos or Arrange Assessment

• For many issues, uploading photos or videos via the warranty form is enough for assessment.
  
  
• For large or complex items (e.g., sofas, beds), Fantastic may arrange for a technician visit or request you bring the product or part to a store for inspection.
  
  
• If a return or pickup is required for a verified fault, Fantastic covers all transport and service costs during the warranty period.
  
  

Step 5: Resolution
Once approved, Fantastic Furniture will either:

• Repair the issue (on-site or via technician),
  
  
• Replace the item with an identical or equivalent product, or
  
  
• Refund your purchase if repair/replacement isn’t practical.
  
  

💬 Customer Tip: For the quickest resolution, contact your original store first. Store teams can often approve simple repairs or replacements immediately.

Fantastic Furniture’s warranty covers faults from manufacturing, but not damage from use, accidents, or neglect.

Excluded scenarios:

• Normal wear and tear: Cushion softening, fabric pilling, fading, or mattress impressions less than 32mm deep.
  
  
• Misuse or neglect: Damage from rough use, overloading, or jumping on furniture.
  
  
• Improper care: Using harsh cleaners or chemicals that damage finishes or fabrics.
  
  
• Alterations or modifications: Adjusting, cutting, or reassembling furniture incorrectly.
  
  
• Environmental damage: Warping, rust, or fading from exposure to sunlight, heat, or moisture.
  
  
• Commercial use: Items used in offices, cafes, or other non-domestic environments are not covered.
  
  
• ‘As-Is’ purchases: Clearance, floor stock, or products sold with pre-noted faults aren’t covered for those existing issues.
  
  

✅ Covered Example: Sofa frame creaking under normal use within 3 years.
‍
❌ Not Covered Example: Sofa fabric fading after being placed in direct sunlight for months.

To ensure a smooth claim process, prepare the following:

• Proof of purchase: Receipt, invoice, or online order confirmation email.
  
  
• Product details: Item name, model, SKU, and purchase date.
  
  
• Photos or videos: Show the defect clearly (e.g., cracks, broken mechanisms, damaged finishes).
  
  
• Description of the issue: Briefly explain how and when the fault appeared.
  
  
• Your contact information: Full name, phone, and email used in the original order.
  

💡 Pro Tip: Submitting photos with your initial claim speeds up the process and reduces back-and-forth communication.

Fantastic Furniture aims to resolve warranty claims as quickly as possible. Most customers experience full resolution within 1–3 weeks.

Typical process:

1. Claim lodged: Online or in-store - acknowledged within 1–2 business days.
   
   
2. Assessment: Staff or technicians review your evidence; simple claims are often approved immediately.
   
   
3. Resolution: Depending on the remedy (repair, replacement, or refund), action is completed within days.
   
   

Estimated timeframes:

• Minor faults: 1–5 business days.
  
  
• Repairs or replacements: 1–2 weeks.
  
  
• Large items or home inspections: Up to 3 weeks depending on scheduling.
  
  

Many customers report same-week repairs or replacements for straightforward issues. If parts or replacements are out of stock, Fantastic Furniture will communicate the timeline clearly and provide updates.