Returns policy
You are entitled to cancel your order within 30 days without giving any reason for doing so.
The deadline for canceling an order is 30 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.
You can inform us of your decision by e-mail thefurniturecloud@gmail.com
We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.
Conditions for returns:
At The Furniture Cloud, we want you to be fully satisfied with your purchase. If for any reason you change your mind or are unhappy with your order, we’re here to help.
Cancelling an Order (Before Dispatch)
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We’ll cancel it and issue a full refund.
Unwanted or Wrongly Ordered Items (After Dispatch)
If your order has already been dispatched and you no longer need it, you may:
Return the goods to our depot at your own expense, or
Request a collection (a £45 collection fee will be deducted from your refund).
Items Not Eligible for Return
For hygiene reasons, the following items cannot be returned if used or unprotected:
Mattresses
Futon mattresses
Mattress toppers
Pillows
Assembled Items
Products that have been assembled cannot be returned via courier. If you wish to return an assembled item, it must be returned in good, undamaged condition within 14 days.
Packaging & Condition
All returns must be packaged safely for transit. We are not responsible for damage caused due to inadequate packaging. If couriers damage a well-packaged return, you will be held liable.
Damaged or Defective Items
If your item arrives damaged or becomes faulty:
Please contact us immediately and provide photos of the damage.
If damage is confirmed, we will offer to replace the item or parts, or arrange a free return and full refund.
If packaging appears damaged, sign for the delivery as "damaged" and contact us right away.
Incorrect Items Received
If you receive the wrong item:
Do not assemble or use it.
Contact us with images and details so we can arrange a replacement or collection at no cost to you.
Returning Goods
You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:
wern industrial estate np10 9fq
We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail thefurniturecloud@gmail.com or 07440123181