Refund policy

1.1 In order to refund or exchange item(s) that you are not satisfied with, we need to receive notice of your intent to return the item(s) within 48 hours from receipt of your purchase. If notice of your intent to return the item(s) has not been received within this timeframe, we cannot offer you a refund or exchange.

1.2 To be eligible for a refund or exchange, item(s) must be returned in a re-saleable condition. That means that your item(s) must be unused and in the same condition as they were when they were purchased.

1.3 The item(s) must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus item(s).

1.4 Please include your receipt or proof of purchase upon your request for a refund or exchange.

2.1 Once we receive your request for a refund and the item(s) to be returned, we will inspect the item(s) and notify you of the approval or rejection of your request for a refund.

2.2 Should your request be approved, we will initiate a refund via EFT (electronic funds transfer).

2.3 You will receive the refund within a reasonable time frame, depending on your bank’s policies.

3.1 Should an exchange be requested, please notify us accordingly via 061 516 2300

3.2 Once we receive your item we will inspect the item(s) and notify you of the approval or rejection of your request for an exchange.

3.3 Should your exchange be approved, we will courier the new item(s) to you within a reasonable time frame. The courier fees of this exchange will be charged accordingly.

4.1 Futons Online absorbs all cost of courier in order to offer free shipping to you as the customer. Should you decide to return such goods (except in the case of damages) the cost of the courier to get your products to you will be deducted form the refund amount (should your refund be approved).

4.2 You will be responsible for the cost of courier for returning your item(s), unless the item(s) are faulty or damaged and said damages are confirmed to be the fault of the courier of the Company itself.

4.3 All items must be returned using our preferred couriers as they offer the best rates for bulky items and the delivery can be traced.

4.4 We cannot be held liable for any item(s) lost during transportation.

5.1 Before item(s) are sent back to us, please contact us with the following information:

5.1.1 your order number,

5.1.2 the reasons for requesting a refund or exchange,

5.1.3 indicate whether you would prefer a credit, refund or exchange,

5.2 Pack and seal your parcel securely in the original packaging.

5.3 Once your parcel is ready for collection, let us know and we will arrange our couriers to collect. Our couriers specialise in handling big items and give us the best rates to move them around the country.

5.4 Once we have received your item(s), you will be notified via email. You will need to advise whether you would like to receive a refund or exchange. Once approved, we will arrange for this refund or exchange within a reasonable time.

6.1 If you have any questions on how to return your item for a refund or exchange, feel free to contact us on 061 516 2300 and we will be happy to assist you.