Terms & Conditions

This site is operated by Southwest Furniture Ltd, trading as The Furniture Cloud.

By placing an order with The Furniture Cloud, you agree to the following terms and conditions. Please read them carefully.

Ordering & Payment

Once you place an order, you will receive an email acknowledging receipt. A second email will confirm dispatch and acceptance of your order.

We reserve the right to perform fraud checks and may delay or cancel orders that do not meet verification criteria.

While we aim to provide accurate information, we reserve the right to withdraw products due to listing errors. Full refunds will be issued in such cases. Images are for illustration purposes; actual items may vary. Packaging may differ. Sizes, colours, and specifications are approximate. We aim to display colours accurately, but screen variations may affect perception.

Delivery

Delivery will be made to the address provided at checkout. We are not responsible for delays caused by incorrect details.
Delivery fees will appear at checkout but may not cover post-dispatch cancellation or re-routing charges.

We aim to dispatch quickly, but delays may occur. You can cancel any delayed order before it is dispatched for a full refund.

Please do not book tradespeople or dispose of existing furniture until your delivery arrives and is inspected. We are not liable for incidental or consequential damages, including lost income or third-party claims.

Cancelling an Order

If you change your mind before dispatch, we can cancel your order and issue a full refund. Please contact us as soon as possible.

If your order has already been dispatched, you may refuse delivery. A £10 fee will be deducted from your refund for returned, unwanted items.

Wrongly Ordered / Unwanted Items

You may return unwanted items within 30 calendar days, provided they are in reasonable condition.

You can return items to our depot at your own cost, or we can arrange collection for £45 (deducted from your refund).

For hygiene reasons, the following items cannot be returned if used without protective covers:

• Futon mattresses

• mattresses

Items must be properly packaged. Assembled products cannot be returned via courier and are subject to a 14-day return window. Refunds will be reduced if items are returned damaged or poorly packed.

Original delivery fees will be refunded at base cost only. Collections occur between 8AM–8PM, and we aim to provide time slots but cannot guarantee them.

Damaged or Faulty Goods

If your item arrives damaged, report it via our contact page with photos. We’ll offer a replacement or a full refund.

If packaging is damaged but the product seems fine, sign as “damaged” to help us resolve potential issues quickly.

Incorrect Items Received

Please check item labels (not courier labels) upon delivery. If incorrect, reject the delivery and notify us immediately.
If accepted and later found incorrect, do not assemble or open the item. Contact us with images for a swift resolution.

Please review our updated Privacy Policy for full details on how we handle your data.