At Neptune, we take pride in designing furniture that stands the test of time – both in style and craftsmanship – giving us the confidence to back each piece with our lifetime guarantee. Crafted using only the finest materials and time-honoured techniques, every piece of furniture – including bespoke designs – is made to be cherished for years to come.

Eligibility

Our Neptune lifetime guarantee will be effective from 1st April 2025, covering all new furniture items purchased on or after that date. For furniture purchased within the five years prior, we will honour and extend our previous five-year warranty to match the coverage of our new guarantee.

Coverage is limited to the original owner, so please keep a record of your purchase, as your receipt serves as proof of your lifetime guarantee. If your furniture was a gift, the same applies – claims cannot be processed without proof of purchase.

What’s covered?

Whether you're choosing a sofa, chest of drawers, or dining set, you can be confident that all structural elements of our furniture are covered. This includes frames, joints, hinges, handles, as well as the frames and springs of our upholstery.

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

Our guarantee applies to domestic use only, within the country of purchase, and does not extend to commercial settings. By "domestic use," we mean the furniture is used in a private home or residence. This excludes any use in commercial environments, such as hotels, offices, rented properties, or short-term rental platforms like Airbnb.

We reserve the right to amend the policy terms at any time.

What we don’t cover

• Furniture that has been altered or repaired outside of Neptune.
• Accidental damage, weather-related damage, water damage, inappropriate cleaning, or any issues caused by neglect or not following our care guides.
• Normal wear and tear, such as dents and scratches.
• Natural changes over time, including fading and cracking in timber, as well as colour variations in fabric and paint.
• Ex-display pieces or designs bought from our Neptune Outlet.
• Resold items and second-hand designs.
• Circumstances beyond our reasonable control, including but not limited to natural disasters.
• Fabric fading due to natural light exposure.
• Excessive wear and tear, including pet damage.
• Glass is not covered and should not be placed in direct sunlight.
• Damage to your home caused by installation or use of our products.
• Rust damage - this can be avoided by following the advice in our care guides.
• Items used outside the country of purchase or in non-residential settings.
• All garden furniture (covered by a separate 5-year guarantee).

Garden furniture

Due to varying weather conditions, our garden furniture is covered by a 5-year guarantee rather than the lifetime guarantee. 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.

For details on our guarantees across other product categories, please refer to the ‘Our guarantees’ section in our general terms and conditions here.

Caring for your timber furniture

Timber is a living material, unique in its grain patterns, knots, and colouring. It continues to react to environmental changes such as temperature and humidity. As your timber furniture settles into its new home, some natural wood movement is expected – this is part of its inherent character.

For more details on maintaining your timber furniture, read our full care guide.

How to make a claim

If your furniture needs to be repaired or replaced 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).

The claims process

Your lifetime guarantee ensures that, should you encounter any issues covered by the guarantee, your furniture will be repaired wherever possible.

• All repairs will be carried out by qualified technicians appointed by Neptune. If the original materials are no longer available, we reserve the right to use an alternative, but similar, material to complete your repair. Neptune will cover the cost of collection, refurbishment, and return within the United Kingdom; international services are
  excluded.
  
• 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.

• We will cover all delivery costs for replacements, as well as labour costs for repairs to Neptune furniture. While the cost of repairs or replacements is included under our guarantee, any third-party labour costs—such as those for plumbers or electricians required to service fitted furniture—will be the customer’s responsibility. This policy applies within the UK only. For international locations and Ireland, repair terms will be subject to each partner’s terms and
  conditions.
  
• If your furniture is repaired, the original guarantee will remain in effect and expire on the original expiry date, based on the original purchase date.
  

Please note that timber, fabrics, and painted furniture naturally change over time. If you’ve purchased multiple pieces from the same collection, there may be slight colour variations between your original items and any replacements. This is completely normal, as all furniture undergoes subtle changes. We’ll always provide the closest match within our current collection.

Our returns policy

While we hope you’ll be delighted with your new Neptune design, we understand that sometimes things don’t work out. That’s why we offer a 28-day returns policy and will gladly accept most products, provided they are in their original packaging (unless we removed it for you) and show no signs of use. This policy applies within the UK. For international and Irish returns, please refer to local laws and the terms set by our regional partners.

For furniture delivered with our Neptune Home Delivery Service, we’ll need to deduct the original delivery fee from your refund to collect the piece you’re returning. Unless on delivery you want to return the item, then we will take this back with us free of charge.  The delivery charge as follows:  

Standard delivery - UK (Mainland & Highland) £30 / Northern Ireland £50 / Republic of Ireland €60 

Premium delivery - UK (Mainland & Highland) £60 / Northern Ireland £100 / Republic of Ireland €120 

Project delivery - UK (Mainland & Highland) £150 / Northern Ireland £200 / Republic of Ireland €250

Made to order - For furniture that is made to order, you must cancel within 7 days of placing your order to receive a full refund. After this period, cancellations, amendments, or returns will no longer be possible.

Painted to order - For furniture that is painted to order, as well as our painted fitted pieces – including kitchens, bathroom cabinets, Buckland bench seating, Pembroke shelving, and Chawton – you must cancel at least 28 days before your delivery date to receive a full refund. After this point, cancellations, amendments, or returns will no longer be possible. Once you’ve placed an order, our team will be in touch to confirm your delivery date.

For more details, please refer to our returns policy here.