RIGHTS TO CANCEL, RETURNS, REFUNDS AND EXCHANGES
Orders may be cancelled at any time prior to dispatch.
PLEASE NOTE: Any orders that are shipped where failed delivery takes place or if there is a refusal of the items then a charge of 20% will incur to return the goods back to us as the sender. This will be taken from the credit of the order.
If you are not entirely satisfied with your purchase, you may cancel your order for up to fourteen working days, starting on the day after the goods were received. We will be happy to offer you an exchange or refund, provided that the goods are returned completely unused, in original condition and in their original packaging. This will need to be done within 14 days of receiving the goods and must meet the requirements of section 1.7. We recommend that you obtain proof of postage when returning goods, as we cannot accept responsibility for goods lost in transit.
If you have opened any boxes to examine the goods this must have been done without damaging the packaging in any way, as the packaging is specifically designed for the goods and is deemed to be part of the goods. After returning to our warehouse all goods are thoroughly inspected and a refund processed within 30 days of receiving the goods. We endeavour to do so quicker where possible. We reserve the right to refuse all returns which fall outside these requirements.
We offer a free returns policy for the Mainland UK and you will be supplied with a free returns label which will come with your order inside the packaging. This is subject to location. The returned item(s) will need to be taken a DPD Drop off point which is subject to location. Please note: Mattresses, Divans, Bedsteads, Cot Mattresses, Junior Mattresses, Sheep Stools, Floor Rugs, Boori Furniture are not covered by Free Returns. In this case, except where the goods are faulty, you will be required to arrange and pay for the return of goods to us.
If you return the whole order, where the goods are not faulty and are not eligible for free returns, we will not refund the delivery charge as this part of our service to you has been completed.
Faulty goods returned to us will be refunded in full, including:
a refund of the delivery charges for sending the goods to you; and
the cost incurred (if any) by you in returning the goods to us. For this we will require a receipt of postage.
For reasons of health, safety and hygiene, we are unable to refund or replace any of our goods which are intended to be used in contact with skin, such as all bedding items which have been returned in a used condition, including but not limited to: stainage, covered with human hair or animal hair, smell of perfume or any other odour, different box, or missing or damaged internal packaging. This provision does not affect your statutory rights or apply to goods that are faulty.
Please take care to read goods care information labels, as we will not give a refund for, or exchange, goods that have been damaged when cleaning, ironing or in the wash.
If exchanging goods, and the new goods you require costs less than those you have returned, we will refund to you the difference. If exchanging goods, and the new goods you require costs more than those you have returned, you will be required to pay the difference.
To cancel a contract, you must inform us within the seven-day period, of your decision to cancel, and include your order reference. Such cancellation must be either:
in writing to:
woolroom Ltd, 33-35 Pillings Road, Oakham, Rutland, LE15 6QF, England; or
by email to: [email protected]
by phone on: 01780 461217
If you cancel your order in accordance with this section, your payment for the order will be refunded in full within 30 days.
This provision does not affect your statutory rights.
When returning goods, complete the returns form provided with your delivery and send the product back to us using the returns label* where after receiving our warehouse team will inspect the product to ensure that it fits the requirements for returning. If you require an exchange then you will be required to order the correct item online. A refund will then be carried out back to the original account used to pay and will be actioned within 30 days. We endeavour to refund quicker where feasable.
A digital version of the returns form can be found here
Any goods that have not been packed correctly and have been damaged on return cannot be provided with a refund. In this case the product will be sent back to you at no extra cost.