Terms & Conditions

Terms & Conditions

Chair Warranty

Chair warranty claims require the purchaser to provide their receipt of purchase. The chairs have varying warranty periods, ranging from 1 year to 5 years. The majority of the chairs, which are gas lift designs, have 5 year warranty period. Chair products are warranted to the original purchaser to be free from defects in materials and workmanship for the period of the warranty, beginning from the date of delivery. FFB will at their discretion repair or replace any faulty part or 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. The final decision to warrant a customer’s purchase will be at the complete discretion of FFB. To claim a warranty, please contact the FFB customer service team for specific instruction. The purchaser may be asked to return the defective item along with the original sales receipt to the capital city warehouse. The purchaser may be requested to simply photograph the defect or damage. FFB will usually freight the warranted parts at no cost to the purchaser provided the delivery address is within the metro area (as defined by FFB). If outside the metro area delivery costs becomes the responsibility of the purchaser. All parts that are warranted are assembled by the purchaser. FFB customer service can provide advice on assembly instruction.

Mattress Guarantee

Mattress warranty claims require the purchaser to provide their receipt of purchase. Depending on the mattress range, a 5 or 10 year guarantee period is provided. Your guarantee protects you from the day your mattress is delivered and continues for the entire guarantee period, as stated on the mattress law tag. The Law Tag is sewn into the border of the mattress and foundation and must not be removed. In the unlikely event that your purchased mattress exhibits signs of defective workmanship or material, please contact customer service within 5 days of noticing this fault. It does not cover damage or defects caused by normal wear and tear or improper use. FFB will repair or replace at their discretion, at no charge to the original purchaser any manufacturing fault, as defined in the Guarantee. If identical materials are no longer available FFB reserves the right to substitute materials of equal or greater quality when necessary. Transport charges may be applicable. As part of the mattress guarantee process, FFB will meet the inspection and transportation costs during the initial 12 months of purchase. However, once 12 months has expired, the inspection fee and transportation costs are the responsibility of the purchaser. Under no circumstance will any transportation charge be accepted without prior approval from FFB. The inspection fee is presently at $70 (but may vary according to when a claim is made) and is non-refundable in the event that a guarantee claim is unsuccessful. If the guarantee claim is successful, as deemed by FFB, then this $70 inspection fee is used to offset the transportation costs.

Returns and Exchange policy

Sorry, but there is a no returns or exchange policy. Once purchased, FFB will not take the product(s) back. The customer may contact customer service and communicate their reason, as there may be some extenuating circumstance. FFB may be able to assist in some way.

Damaged or defective goods on delivery

Items are all carefully inspected at the warehouse prior to delivery. It’s important that the customer inspects their purchased goods once delivered also. 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. Transport costs will be determined by FFB, as to whether the customer bears this, or FFB. 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.

No Trial Period

Sorry, we do not offer any trial periods. Once purchased, it’s yours. FFB is purely an online business that endeavors to sell premium products at the lowest prices, so that you save money. Furniture products that are accessible for testing in-store are naturally sold at a higher price. That’s the tradeoff. The FFB customer service team can provide advice or guidance to prospective purchases as to which product would be more suitable, but the responsibility will always remain with the purchaser and not FFB.

Order Changes

If you find that for any reason you need to change an item in your order, please contact customer service immediately. We will sincerely do our best to accommodate your needs. Sometimes changes are easy and sometimes impossible. Depending on the product purchased, if an order has already been manufactured and dispatched from our warehouse, we unfortunately cannot cancel or vary it.

Complaints

If you are not satisfied with the level of service you receive, please email the customer service team. Your complaint will be directed to management for consideration. Your complaint will be acknowledged and will be dealt with fairly, confidentially and effectively. You will be kept fully informed of all progress made.