Terms and Conditions

Delivery T & C’S

Terms and Conditions relate to various parts of the transaction between customer and supplier.

Delivery prices on “Product Pages” are for mainland UK addresses only.

N.Ireland, Central & North of Scotland and U.K. offshore Islands are a separate category. To find out the cost it’s best to call the number below or email keith@futonsonline.co.uk. You can collect your goods from our premises in Battersea, London, SW11 1PQ. You are welcome so long as we agree a date and time beforehand.

We will not ship your order until a date is agreed with the customer.

If you think there’s been some damage during the delivery stage of a product’s journey please call us a.s.a.p. 020 7223 7212 or 07940 873394.

Damage in Transit

Please check the boxes that have your goods thoroughly when they arrive. Do this before giving a signature to the driver. Please emphasise to the driver that if there’s ANY DOUBT about the condition of the goods or packaging, the customer must sign as “Damaged”. Please call me if it helps with these Terms and Conditions..

We cannot be held responsible for a product or packaging that is showing damage in transit. Please don’t sign for those goods as being in “good condition” if in any doubt. Since signature alone represents this, so please be careful.

Please read carefully

Should a product have damage when there’s NO visible sign of damage to the packaging, a replacement part will be sent at no cost to the customer.

If the customer receives the goods and wishes to return them for any reason other than a fault, the goods must be sent back within the statutory 7 days from delivery. The customer is then responsible for the return carriage, and also ensuring the item is packaged in the original packaging in a way that it arrives back to us in a saleable condition.

A collection date has to be agreed with the customer. The customer must inform the retailer that they have to be in on the day of collection. Consequently the courier can collect the goods. Therefore should the courier attempt collection and the customer be out, a second collection charge will be made.

Faults / Returns 

If a frame is faulty on delivery, we will replace the necessary part. As long as we have notification within 14 days of delivery and you send a photograph of the part. A photograph is most important as we need to ensure the correct part is sent out.

If a fault occurs within the first 12 months due to a manufacturing defect, we will replace the faulty part. But only after we are in receipt of a photograph showing the damage as per Terms and Conditions.

Issue of Credit Notes

If you should receive the goods and wish to return them for any reason other than a fault. The goods must be sent back within the statutory 14 days from delivery. You are then responsible for ensuring the item is within the original packaging.

Also, in a way that it arrives back to us in perfect condition. When this is done, we will issue you a credit for the value of the goods. However we will recover the cost of the return which would be £80 per item and then deduct that from the refund amount. If an exchange is required, we will recover the cost of the return and re-delivery which would be £110. Please also note that if there is damage when the goods are in transit we will be unable to make a full refund.

Important information

By law once a mattress has been taken from its bag it cannot be sent back due to hygiene reasons. The mattress can be used as it would be in a showroom condition, (i.e. sat on). But cannot be slept on. If a mattress has been taken out and sat on (but not slept on) it can be returned. However, we will charge £50 to recover the collection charge. If an exchange is necessary we will recover the cost of return and re-delivery which would be £80. Please also note that if during the return of goods there’s any damage by the courier we will be unable to make a full refund.


You may cancel your order at any time up to 14 working days of the delivery taking place.

If you do cancel after a delivery there will be a charge for returning the goods of £50.00. futonsonline.co.uk will arrange for collection of the goods from the delivery address.

The goods must be sent back in their original condition and packaging. Futon mattresses must not have been in use and should be in their original packaging bags.

Especially relevant are items of a bespoke nature i.e. to a customers specific requirements. These could be a non-standard size futon mattresses or a non-standard colour scheme. These cannot be a return. Items in this category can only be sent back if the product has a manufacturing fault, or there’s damage in transit.

Please take care with T & C’s

All verbal cancellations must have confirmation in writing to: futonsonline.co.uk, 24 Beauchamp Road, Battersea, London, SW11 1PQ

If your order has any damage, in any way futonsonline.co.uk will replace that order free of charge. If for any reason we are unable to replace your order we will refund you in full. Any damage must be reported to us in writing or by email within 14 working days of delivery of those goods.

If you would prefer to have a full refund rather than have replacement goods we will comply with your wishes. Providing you have written to us or sent us an email within 14 working days of receipt of your order.

The following link will provide further information regarding the Consumer Contract (Information Cancellation and Additional Charges) Act 2013

https://www.futonsonline.co.uk/images/doc/Cancellation Policy.pdf


All products have a guarantee for 12 months as per your Statutory Rights. If a part needs replacing after that time we will do our best to replace it and accommodate your requirements.

All customer details and personal information are strictly confidential and will not give to a third party.

All personal details and card numbers have protection via strict security measures. Further details of our Privacy Policy can be seen at   https://www.futonsonline.co.uk/privacy-policy

Ownership of the goods remains the property of futonsonline.co.uk until paid for in full.

Please take care to ensure you are ordering a suitable product for the space and use intended. Refunds for order mistakes are given at our discretion, and the returned goods must be undamaged, unmarked and in their original packaging where possible.

Please call 020 7223 7212 to ask any questions about your futon furniture requirements, email: keith@futonsonline.co.uk  or write to: futonsonline.co.uk, 24 Beauchamp Road, Battersea, London, SW11 1PQ

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