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Terms & Conditions

Delivery

Delivery prices quoted on “Product Pages” are for mainland UK addresses only. N.Ireland and U.K. offshore Islands are quoted separately. Collection of your goods from our premises in Battersea, London, SW11 1PQ is welcomed so long as a date and time are previously arranged.

No goods will be shipped until a date is agreed with the customer.

If you think a product is delivered in a damaged state please call us a.s.a.p. 020 7223 7212 or 07940 873394.

Goods must be checked thoroughly before a signature is given to the driver. Please emphasise that if there is  ANY DOUBT of the condition of the goods or packaging, the customer must sign as “Damaged”.

We cannot be held responsible for product or packaging that has been visibly damaged in transit and yet signed for as received in “good condition” (any signature alone represents this).

Should a product be damaged in transit with 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 returned 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.

Once a collection date has been arranged with the customer, they must be informed by the retailer that they have to be in on the day of collection for the courier to collect the goods. 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 are notified within 14 days of delivery and are provided with 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, once we have received a photograph of the damage.

If you should receive the goods and wish to return them for any reason other than a fault, the goods must return within the statutory 14 days from delivery. You are then responsible for ensuring the item is packaged in the original packaging in a way that it arrives back to us in perfect condition. When this is done, you will be credited for the value of the goods. However we will recover the cost of return which would be £80 per item deducted from the refund amount. If an exchange is required, we will recover the cost of return and re-delivery which would be £110. Please also note that if the returned goods are damaged by the couriers we will be unable to make a full refund.

By law once a mattress has been removed from its bag it cannot be returned due to hygiene reasons. The mattress can be used as it would be in a showroom (i.e. sat on) but cannot be slept on. If a mattress has been removed 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 required we will recover the cost of return and re-delivery which would be £80. Please also note that is the returned goods are damaged by the courier we will be unable to make a full refund.

Cancellation

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

If you do cancel after a delivery has taken place 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 returned in their original condition and packaging. Futon mattresses must not be used and should be in their original packaging bags.

Any items manufactured to a customers specific requirements, such as non-standard size futon mattresses or non-standard colour schemes cannot be accepted as a return. Items in this category can only be returned if the product has a manufacturing fault, or has incurred transit damage.

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

If your order is damaged 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 a full refund rather than replacement goods we will comply with your wishes, providing you have informed us in writing or by 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

Guarantees

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

All of our customer details and personal information are strictly confidential and will never be released to a third party.

All personal details and card numbers are protected by 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