Conditions d’utilisation

Delivery
5.1 We make every effort to deliver within estimated timescales, however delivery dates are not guaranteed.
5.2 Made to order items, for example beds and mattresses, will be scheduled with you. For other Goods, if delivery cannot be made within 15 working days of order acceptance, we will inform you and either locate and resend the Goods at our expense or provide a full refund.
5.3 Delays can occur due to events outside our control. We are not responsible for such delays.
5.4 If Goods arrive damaged, contact us promptly so we can arrange a return and replacement once the damaged Goods are received back.
5.5 Risk passes on delivery.
5.6 UK delivery, we typically use DPD Local or Royal Mail, a signature may be required. Beds and mattresses use a two person service. Standard delivery of beds and mattresses is free to UK mainland, with optional services available on request.
5.7 US delivery, we typically use DHL or FedEx, a signature may be required. Mattresses are delivered by FedEx Ground. Standard mattress delivery is free.
5.8 International delivery, we may use DPD, FedEx, DHL or other carriers. Shipping times and charges vary by destination and weight. US orders delivered outside the US may incur duties or taxes charged by the courier, which are not covered by Woolroom.
5.9 If you believe your order is delayed, contact the courier or our Customer Care team.

Events Beyond Our Reasonable Control
6.1 We are not liable for failure or delay caused by events beyond our reasonable control, including but not limited to war, emergency, fire, flood, explosion, pandemics, transport issues, machinery breakdown, labour disputes, shortages, or natural events.
6.2 If such an event occurs, we will try to perform our obligations as soon as possible and seek a solution. If your purchase has not been delivered within 6 weeks of the estimated delivery date for reasons outside our control and not due to you, you may request a full refund.

Price and Payment
7.1 Prices are those quoted when we receive your order, obvious errors excepted.
7.2 Payment methods are as shown at checkout.
7.3 All cardholders are subject to validation and authorisation. If your issuer does not authorise payment, we are not liable for delay or non delivery.
7.4 UK prices include VAT or applicable taxes. US prices include applicable taxes unless stated otherwise, and may include federal, state or local taxes where applicable. Delivery charges are shown at checkout and added to the total before payment.

Availability
8.1 All Goods are subject to availability. If we cannot confirm availability at order, we will advise any delay as soon as reasonably practicable.
8.2 If we cannot supply the Goods, we will notify you and provide a full refund if you have already paid.

Right to Cancel, Returns, Refunds and Exchanges
9.1 Bespoke Goods are non returnable unless faulty.
9.2 For non bespoke Goods, if you are not satisfied you may cancel within 14 days after the day you receive the Goods. Goods must be complete, unused, in original condition and packaging. Obtain proof of postage, as we cannot accept responsibility for Goods lost in transit.
9.3 Opening boxes for inspection must not damage packaging, as packaging forms part of the Goods. We may reasonably refuse returns where packaging damage makes Goods not resaleable.
9.4 Returns method, we will confirm whether we collect or you return the Goods. If we collect, you must make them available. If you return, you are responsible for arranging and paying return shipping unless the Goods are faulty.
9.5 If you return only part of an order, delivery charges are not refunded unless the Goods are faulty.
9.6 Under the Consumer Rights Act in the UK, you may reject Goods that are unsatisfactory, unfit for purpose or not as described within 30 days of receipt and receive a full refund or exchange.
9.7 Faulty Goods are refunded in full, including the original delivery charge and your reasonable return costs on receipt of a postage receipt.
9.8 For health, safety and hygiene, we cannot refund or replace bedding or other skin contact Goods returned used, including where removed from original packaging, stained, with human or animal hair, with odours, in a different box, or with missing or damaged internal packaging. This does not affect your statutory rights.
9.9 Please follow the care labels. We do not refund or exchange Goods damaged by cleaning, ironing or washing.
9.10 Exchanges, if the replacement costs less, we refund the difference, if it costs more, you pay the difference.
9.11 To cancel an order, notify us in writing with your order reference. A model cancellation form is available on request.
9.12 Refunds for cancellations are processed within 14 days of our receipt of cancelled Goods or proof of return, or within 30 days where stated in our market specific returns pages.
9.13 This section does not affect your statutory rights.
9.14 When returning Goods, tell us whether you want a refund or exchange and describe any fault.
9.15 UK returns by post, woolroom, c,o Pinnacle International Freight, Crown Business Park, Rapier House, Station Road, Old Dalby, Melton Mowbray, England, LE14 3NQ. You can also return to any of our UK stores.
9.16 US returns by post, Woolroom c,o Red Stag Fulfillment, 5502 Island River Road, Knoxville, TN 37914, United States. Canada returns by post, Woolroom c,o Ezi Returns, 45 Mural Street, 3 Richmond Hill, ON L4B 1J4.
9.17 Goods not packed correctly and damaged in return transit cannot be exchanged or refunded.

Warranty and Damages
10.1 Unless stated otherwise, we warrant for 12 months after delivery that Goods are free from defects in design, material and workmanship and conform to our specifications.
10.2 To the fullest extent permitted by law, all other warranties are excluded, including implied warranties of merchantability and fitness for a particular purpose. Minor defects not affecting function must be accepted and do not give rise to a claim.
10.3 Damage claims during delivery must be reported in writing with full details within 5 days of delivery.

Intellectual Property Rights
11.1 All intellectual property in our Goods, trademarks, trade names, logos, designs and materials remains owned by us. You must not reproduce, modify, transfer, assign, license or use our intellectual property except as permitted in these terms. You must not remove or alter proprietary notices. We do not warrant that our Goods or materials do not infringe third party rights.

Governing Law and Jurisdiction
12.1 UK, contracts for the purchase of Goods are governed by English law. The English courts have exclusive jurisdiction, except that residents of Northern Ireland may also bring proceedings in Northern Ireland, and residents of Scotland may also bring proceedings in Scotland.
12.2 US, contracts for the purchase of Goods are governed by Delaware law without reference to conflict of laws principles. The state or federal courts located in Illinois are stated in your legacy text as having exclusive jurisdiction. This creates a conflict between governing law and forum. If you want this harmonised, tell me which state you prefer for both governing law and courts and I will align the clause accordingly.

Disputes and Complaints
13.1 We aim to resolve disputes quickly and efficiently.
13.2 UK Customer Services, +44 01780 461 217, 9.00am to 5.30pm Monday to Friday, info@thewoolroom.com.
13.3 US Customer Services, 888 513 1092, 7.00am to 7.00pm Monday to Friday Eastern Time, customercare@thewoolroom.com.
13.4 Where a dispute cannot be resolved, you may refer it to an Alternative Dispute Resolution provider. In the UK, for example, The Retail Ombudsman may be considered.

Waiver
14.1 No failure or delay to exercise any right or remedy under these terms or by law is a waiver of that or any other right or remedy. No single or partial exercise precludes further exercise of any right or remedy.

Severability
15.1 If any provision, or part of a provision, is held invalid, illegal or unenforceable, that part shall be deemed deleted to the extent required, and the remaining provisions shall continue in full force.
15.2 If a provision is found invalid, illegal or unenforceable, we will amend it so that it is legal, valid and enforceable while achieving, as far as possible, the original commercial intention.

Assignment
16.1 You may not assign or transfer these terms, any related contract or purchase order, without our prior written consent. We may assign or transfer our rights and obligations without your prior written consent.