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Returns policy

Returns & Refunds Policy

Company Details

Futura Direct LTD
Unit 8 Quantum Court
Adwick Enterprise Park
Church Lane
Adwick-Le-Street
England
DN6 7AY

Returns Address:
Unit 2000 Quantum Court
Adwick Enterprise Park
Church Lane
Adwick-Le-Street
England
DN6 7AY

Your Legal Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

You must notify us of your intent to cancel within this period and return the goods within a further 14 days.

You are responsible for taking reasonable care of the goods.
We reserve the right to reduce any refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and function of the goods.

Extended Returns (Change of Mind – 30 Days)

We offer an extended 30-day returns period from the date of delivery for change of mind.

To qualify:

  • Items must be unused and not installed

  • Items may be opened for inspection only

  • Items must be returned in fully resaleable condition

  • All original packaging, accessories, manuals, and components must be included and intact

We will reject or reduce refunds where:

  • The item shows any signs of use, wear, installation, or damage

  • Packaging is missing, written on, taped, or damaged

  • Components, accessories, or manuals are missing

Return Costs

  • Faulty, damaged, or incorrect items: We will cover return costs

  • Change of mind: The customer is responsible for all return shipping costs

Important:
Returns must be authorised before being sent back.
We will not reimburse or cover any return costs where items are sent back without prior approval.

We do not refund original delivery charges on change-of-mind returns unless required by law.

Damaged Items

Under the Consumer Rights Act 2015, goods must be delivered in satisfactory condition.

All damage claims must be reported within 48 hours of delivery.

You must provide:

  • Clear photos of the damage

  • Photos of the outer packaging

  • Your order number

Failure to report within this timeframe or provide sufficient evidence may result in the claim being declined.

Faulty Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

  • Within 30 days of delivery, you may be entitled to a full refund if the item is faulty

  • After 30 days, we reserve the right to offer a repair or replacement in the first instance

Items must be returned for inspection before a refund or replacement is issued.

Missing Parts

Any missing parts must be reported within 14 days of delivery.

  • We will supply missing components where reported within this timeframe

  • Claims made after this period may be refused

Vacuum Packed & Sealed Items

For vacuum-packed or sealed items (including bedding and similar products):

  • Once opened, these items cannot be returned for change of mind

  • Returns will only be accepted if the item is faulty or not as described

This is in accordance with UK regulations on sealed goods not suitable for return once unsealed.

Return Authorisation

All returns must be authorised prior to being sent back.

To request a return:

You must provide:

  • Order number

  • Reason for return

  • Supporting photos (where required)

Returns sent without authorisation may be refused and returned to sender at the customer’s cost.

Condition & Inspection

All returned items are inspected upon receipt.

We reserve the right to:

  • Refuse returns that do not meet our policy

  • Apply deductions where items are returned in a condition that reduces resale value

  • Return items back to the customer if they do not meet return conditions

Refunds

  • Refunds will be issued to the original payment method only

  • Refunds are processed within up to 10 working days after inspection

We may withhold refunds until goods are received and verified.

Exchanges

We do not offer exchanges.
A new order must be placed, and the original item returned for a refund.

Statutory Rights

Nothing in this policy affects your statutory rights under:

  • The Consumer Rights Act 2015

  • The Consumer Contracts Regulations 2013

These rights cannot be excluded or limited.

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