FAQs

No, registration is not required for your lifetime guarantee. Simply keep a record of your purchase, as your receipt will serve as proof of guarantee. If your furniture was a gift, the same applies - claims cannot be processed without proof of purchase.

The guarantee covers all structural elements of our indoor furniture, from sofas to chest of drawers and dining sets. This extends to frames, joints, hinges, handles as well as the frames and springs of our upholstered pieces.

The guarantee applies to domestic use only (private homes or residences) within the country of purchase and does not cover commercial settings, such as hotels, offices, rented properties, or short-term rental platforms like Airbnb.

For upholstered furniture, including sofas, armchairs, footstools, ottomans, headboards, and dining chairs, we offer a three-year guarantee on the fabric and cushion inners. The frame, however, is covered under our lifetime guarantee.  

If your furniture requires repair or replacement under the guarantee, please contact our Customer Experience team by calling 01793 934 011 or emailing customerexperience@neptune.com

We’re available Monday to Friday (8am-6pm), Saturday (9am-5:30pm), and Sunday (10am-4pm).

Our team will assess your furniture and look to repair in the first instance. In the unlikely event that your item is irreparable we will replace it with the same piece where possible. If the original is no longer available, a suitable alternative will be offered. 

As long as you retain proof of purchase, your guarantee lasts a lifetime, providing protection for your furniture for years to come.

No, furniture bought from our Neptune Outlet is not covered by our lifetime guarantee.

Repairs not carried out by our in-house repair service will not be covered. Be sure to keep the receipt or proof of repair from our Neptune team for reference.

In the unlikely event that your item is irreparable, we will replace it with the same piece, where possible. If the original is no longer available, a suitable alternative of equal quality and style will be offered. Where appropriate, we also reserve the right to replace your item with Neptune Outlet stock of a similar age and condition.  

No, our lifetime guarantee does not apply to garden furniture. Instead, our garden furniture is covered by a 5-year guarantee, due to the effects of varying weather conditions. To keep it in the best condition, we recommend following our care guide and storing or covering it indoors during winter to avoid unnecessary weathering.

Yes, your guarantee is transferable if you move from one residential setting to another, just be sure to keep hold of your proof of purchase.

No, your guarantee will not be transferred if your furniture is sold on.