Terms & Conditions in Store

Buy in store

These Terms and Conditions do not apply to any orders place through our website.

The order placed in a store is a contract between you and Futon Ltd and it is important that you read it carefully to ensure that it fulfils all of your requirements with regards to product, colour, quantity, delivery date, delivery method and price.

Terms and Conditions of Sale

Futon Company has now been in business for more than 35 years and, for the most part, we owe our continued success to being able to provide you with what you really want. In our determination to ensure that you get a good service and that you obtain precisely what you ordered, an explanation of our Terms and Conditions of sale follows:

1. Cancellations

We put your order for a futon or a mattress into production the day after you place an order. At that point we have already begun to incur costs on your behalf and it means that we cannot accept cancellations. However if you quickly change your mind before manufacture has begun or stock has been reserved for you the order can be cancelled upon payment of an administration charge of £50. In general we do not accept subsequent cancellations of orders for items properly sold to you by our sales staff.

2. Product availability

Our fundamental business plan is to have everything in stock at our stores or due into our stores on their next delivery from our warehouse. Consequently we do not have a system for transferring stock between our stores.

We never take your money in the knowledge that the product is out of stock at the warehouse, without informing you at the time of purchase. However, it is not impossible that you may order something that, almost simultaneously, someone else had just ordered through another store. If this does happen, we will immediately let you know so that you can discuss with us what you would like us to do.

Some things may occasionally still go wrong, for example, our quality control department will reject deliveries from suppliers that are below a standard that you would find acceptable. We would offer you our very sincere apologies and ask you to make a choice of one of the following options:

  • A full refund from head office;
  • A credit note to the value of your order that was unavailable;
  • An opportunity to re-book the order for a later date when the problem can be fixed.

Our reputation rests on offering products of the best quality and our quality control department is extremely rigorous. If anything destined for your order fails their exacting requirements, we will inform you within 24 hours, and again you can choose from the above three options.

3. Collections

lf you arrange to collect your purchase from our store, we will be happy to keep it safely for you until an agreed date. Our stock rooms are small and furniture is bulky so, if you are unable to pick it up on that date, please be kind enough to let us know. After 30 days, a weekly penalty storage charge of 2% of the total invoice value will apply.

4. Returns

In the event that something you buy from us is anything less than absolutely perfect, we will be more than happy to exchange it at the store where you bought it or offer a credit note to the value of the product. Credit notes can only be redeemed at the store in which they were issued and are valid for one year. Refunds will only be offered where a product is faulty or is not fit for the purpose for which it was designed or does not match the description.


This will allow you to keep the packaging and to return the products as sold.

Please note that there are certain products which cannot be returned unless faulty due to health and hygiene reasons as they cannot be sold on:

  • These products include all of our mattresses, futons, and sleepover items.
  • Also, we cannot accept flat packed furniture that has been partially or fully assembled.

All returns must be supported by proof of purchase.