Terms & Conditions

Terms & Conditions

Terms and Conditions

These terms and conditions apply for online and store purchases.

Futon Company has been in business for over 40 years and for the most part we owe our continued success to being able to provide what you, the customer, really want. In our determination to ensure that you get a good service, our terms and conditions are shown below. Please read these terms and conditions carefully. By submitting an order you are agreeing to a binding contract with us with these terms and conditions.


The prices of the goods are as quoted on the website/app and in store, on the date the customer’s order is placed subject only to technical error for which Futon Company shall not be liable. If our system charges you less money than actual price of what should have been charged due to technical error, we will contact you asking for authorisation to debit difference in payment. Should our system charge you any extra due to any technical error, we shall refund you immediately. All published prices include VAT but exclude delivery.

As part of our continued efforts in fraud prevention, on very large orders where billing and delivery addresses are different, we may ask you to visit one of our stores to verify the pin on the card which you have made payment, or pay by bank transfer, in which case we will immediately refund any card payment made.

Damaged/Faulty Goods

Please inspect the packaging before signing for delivery. In the unlikely event of your order arriving damaged or appearing to be damaged, please refuse delivery and do not sign for it. However, if, after accepting delivery and opening the packaging, you find that components are either damaged or missing, you must inform us by stating order number and/or part number of the relevant part immediately, or at least within 48 hours of delivery. We will organise a replacement part or product to be sent to you as soon as possible.


If for any reason you find the product to be unsuitable or are not happy with it, you have the right to return the product to us for a full refund. All we ask is that you return the product in its original packaging in a saleable condition within 14 days of receipt. Where products are not faulty it is your responsibility to arrange the return of any products at your own cost.

You can return your order to any of our 23 stores or to our warehouse.

To return your order to our warehouse please contact our customer support at help@futoncompany.co.uk who will provide you a return label and instructions.

A collection can be arranged by us for the standard collection charge which will be the same as your original delivery charge.

You are required to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our refund policy.

Please note: If the returned product is damaged (excluding possible damages by delivery carriers), has been used or is in unsaleable condition, we may not be able to offer you a full refund. This does not affect your statutory rights.

Please note: There are certain products which cannot be returned unless faulty due to health and hygiene reasons as they cannot be re-sold including:

- Futons & Futon covers
- Mattresses
- Sleepover products

Ex Display products may be exempt from our returns policy.

We cannot accept flat packed furniture that has been partially or fully assembled.


If you wish to cancel your order, please do so by contacting us at help@futoncompany.co.uk and stating your order number within 14 days of placing your order. We can only cancel your delivery order if it has not been processed for despatch or been despatched. Please see the Returns section above in this case. Store collection orders can be cancelled any time before the products in your order have been collected. If your order has already been collected, please see the Returns section above.

Please note: We may charge a cancellation handling fee up to £50 if your order contains handcrafted products (e.g. futons or mattresses) and it has already been processed for despatch or has been despatched.

Stock Availability

If any of our products are out of stock, our website will display a relevant message within the product information section or the current estimated arrival of when the item will return to stock. If ordered through a store, the sales assistants will be able to provide you with the estimated arrival date. Whilst we do our best to keep our estimated dates accurate, for reasons beyond our control the date may be extended. Should the estimated date be extended, you will be contacted by email or phone. Your order will be processed as soon as possible once stock is replenished.

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 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. In these instances, we will inform you, and you will be given the choice to change your order or cancel the item/order and receive a refund.

Collection from store

If 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 please ensure you collect your goods within 7 days from the goods arriving in store. If you do not collect within this time, and do not contact the store to inform them, the order may be cancelled and sent back to the warehouse.

Please note: We may charge a cancellation handling fee of £50 for non-collected orders that include large items like beds, sofa beds, futons, mattresses etc.

Gift vouchers and Credit Notes

Gift vouchers/Credit notes are valid in all Futon Company UK stores and online at futoncompany.co.uk. Gift vouchers/Credit notes cannot be exchanged for cash and no change will be given, any remaining balance can be used for future purchases. Gift vouchers/Credit notes will expire one year from the date of issue or the date of balance replenishment, so please check this before purchase. At expiry, any remaining balance will be lost. Gift vouchers/Credit notes cannot be returned or refunded, except in accordance with your legal rights. The balance of Gift vouchers/Credit notes may be checked in our stores, online or by calling 0345 609 4455. Lost, stolen or damaged Gift vouchers/Credit notes cannot be replaced and you will lose any funds stored on them. Please look after your Gift voucher/Credit note just like cash or card.

Terms and Conditions of Use of the Website/App

These are the general terms and conditions for use of Futon Company (“Futon”) website/app (the “Site/App”). Please ask in store or call 0345 609 4455 (10am - 7pm) for details of our terms and conditions relating to product purchases.

The Site/App is operated by Futon. Please read these terms and conditions carefully. Your use of the Site/App will be subject to these terms and conditions. If you have any enquiries or complaints (about the Site/App or someone else's use of the Site/App) then address them to help@futoncompany.co.uk or in writing to:

Futon Company
Unit A2 Circular Point
Hickman Avenue
London, E4 9JG

1. What you are allowed to do

You may only use the Site/App for personal use and only in accordance with these terms. Additional terms may apply to the use of particular parts of the Site/App and products and services which are available from it from time to time. You may print a copy of any page of the Site/App, for your own personal purposes, provided you do not do any of the things set out under Section 2 below.

2. What you are not allowed to do

Except to the extent expressly set out in these terms, you are not allowed to:

(I) make any copies of any part of the Site/App;
(II) remove or change anything on the Site/App;

You must only use the Site/App and anything available from the Site/App for lawful purposes, and you must comply with all applicable laws, statutes and regulations.

3. Intellectual Property Rights

All intellectual property rights in any material (including texts, videos, photographs and other images and sound, trademarks and logos) contained on the Site/App are owned by Futon or its licensors. You are only allowed to use this Site/App and the materials contained on the Site/App as set out in these terms and conditions. You are not allowed to remove or change any copyright, trademark or other intellectual property right notices contained in the original material or copied/printed off from the Site/App.

4. Information from the Site/App

(a) The Site/App contains information of a general nature and should not be treated as comprehensive. You should take appropriate professional advice before relying on the information on the Site/App.
(b) You agree that your use of the Site/App is on an 'as is' and 'as available' basis and that your use of the Site/App is at your sole risk. On that basis, except as expressly set out in these terms, Futon does not enter into conditions, warranties or other terms in relation to the Site/App (including any implied term relating to quality, fitness for a particular purpose).
(c) You agree that the obtaining of any material through the Site/App is carried out at your own risk and subject to clause 4(a), that Futon has no liability to you in respect of such material or the effects of such material.
(d) Futon may change the format and content of the Site/App from time to time. You should refresh your browser/relaunch the app each time you visit the Site/App to ensure that you download the most up to date version of the Site/App.

5. Limitation of Liability

(a) Futon does not, and nothing in these terms and conditions shall act to exclude or limit Futon's liability for death or personal injury resulting from its negligence, fraud or any other liability which may not by applicable law be excluded or limited.
(b) Subject to sub-clause (a) above, in no event shall Futon be liable (whether for breach of contract, negligence or for any other reason) for any loss of profits, exemplary or special damages, loss of sales, loss of revenue, loss of goodwill, loss of any software or data, loss of bargain, loss of opportunity, loss of use of computer equipment, software or data, loss of or waste of management or other staff time, or for any indirect, consequential or special loss, however arising.
(c) Subject to sub-clause (a) above, Futon is not liable for any action you may take as a result of relying on any information provided on the Site/App.

6. External Links

The Site/App may from time to time include links to external sites and co-branded pages. Futon has included links to these sites and co-branded pages to provide you with access to information and services that you may find useful or interesting. Futon is not responsible for the content of these site and pages or for anything provided by them.

7. Viruses

Futon accepts no responsibility or liability for any damage to hardware or software caused to you by downloading material from the Site/App. You must ensure that your computer, mobile phone, tablet or any other device you are using to browse the Site/App has all necessary software to protect you from computer or phone viruses.

8. Suspension and termination of service

Futon may suspend or terminate the operation of the Site/App at any time. Access to or use of the Site/App or any pages linked to it will not necessarily be uninterrupted or error free.

9. General and Governing Law

Futon may change these terms and conditions from time to time and will endeavour to notify you of any major changes by posting a message on the Site/App. You should check these terms and conditions each time you revisit the Site/App. These terms and conditions form the entire understanding of the parties and supersede all previous agreements, understandings and representations relating to the subject matter. If any provision of these terms and conditions is found to be unenforceable, this shall not affect the validity of any other provision. Futon may delay enforcing its rights under these terms and conditions without losing them. Futon will not be liable to you for any breach of these terms and conditions which arises because of any circumstances which Futon cannot reasonably be expected to control. You agree that Futon may sub-contract the performance of any of its obligations or may assign these terms and conditions or any of its rights or obligations without giving you notice. These terms and conditions shall be governed by English law, and you consent to the non-exclusive jurisdiction of the English courts.

Futon does not, and nothing in these terms and conditions shall act to exclude or limit Futon's liability for loss, misuse, or alteration of data collected from the site.