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Terms & Conditions


1.1 This website is owned and operated by woolroom Limited. Registered office: 33-35 Pillings Road, Oakham, Rutland, LE15 6QF. Registered number 6704517 (England & Wales). VAT No. GB939 6491 69.
1.2 As a user of this website you acknowledge that any use of the website including any transaction you make is subject to these terms and conditions below.
1.3 We reserve the right to change these terms and conditions at any time. Any such changes will take effect on the date posted on the website. It is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify acceptance to be bound by the latest terms and conditions.
1.4 In these terms and conditions:
1.4.1 "we/us/our" means woolroom Limited; 1.4.2 "you/your" means the person, company or other legal entity using the website whether to purchase the Goods or not; 1.4.3 "Goods" means all products listed on the order and the order confirmation e-mail; 1.4.4 "working days" means all days other than Saturdays, Sundays or public holidays in England.
1.5 These terms and conditions set out the basis on which you can use our website and place orders for goods from us. By ordering goods from us, you are deemed to have read, understood and accepted our terms and conditions below.
1.6 Please read through these terms and conditions carefully before using this website.


2.1 We warrant to you that any goods purchased from us through our website will :
2.1.1 be of satisfactory quality; 2.1.2 be fit for purpose; 2.1.3 match the description provided; and 2.1.4 be assembled and/or installed properly (if we assemble and/or install any goods for you)
2.2 We must provide you with goods that comply with your legal rights.
2.3 We will use all reasonable endeavours to ensure that any description of our goods on our website is accurate. There may be a small tolerance of up to 5% in any weights, sizes and measurements in our goods.
2.4 The colours of our goods are displayed accurately on the website, however the colours that you see may vary depending on the monitor, software and/or browser you are using to view our website. We cannot accept any responsibility for variation caused by the equipment you are using to access our website.
2.5 All goods are sold on the basis that they are suitable for domestic use only. Please contact us for further information if you intend to use any goods in a business or public environment.


3.1 Subject to Clause 3.3, if either we or you breach this Agreement and are responsible for any losses that the other suffers as a result, neither of us will be responsible to the other for any losses which were not foreseeable to you and us when the contract was formed.
3.2 We will not be liable to you for any losses that you suffer as a result of use of the goods in the course of a business or by a person other than a consumer.
3.3 These terms and conditions are not intended to limit, in any way our or your liability: 3.3.1 for death or personal injury caused by our negligence; 3.3.2 under section 2(3) of the Consumer Protection Act 1987; 3.3.3 for fraud or fraudulent misrepresentation; or 3.3.4 for any matter for which it would be unlawful or illegal for you or us to exclude, or attempt to exclude, your or our liability.
3.4 Performance of our products may be affected by other factors that do not relate to the design and specification of our products such as the type of materials you use in conjunction with our products. We are not liable for any impairment of performance in our products caused by such factors.


4.1 All orders that you place on this website will be subject to acceptance in accordance with these terms and conditions.
4.2 Acceptance of your order, and the completion of the contract between you and us will take place when you are presented with the screen informing you that your order has been placed and providing you with your order number. We will also provide you with an order confirmation email shortly after this.


5.1 We make every effort to deliver goods within the estimated timescales, however we do not guarantee that they will arrive by a particular date.
5.2 Where you order goods which are made to order, such as beds and mattresses, we will contact you to let you know when we expect to deliver your goods to you. For all other goods, in the unlikely event that we cannot deliver them within 15 working days of acceptance of your order we will contact you to let you know. At the same time we will make every effort to locate the goods and if necessary, send a replacement at our expense, or provide a full refund.
5.3 In addition, delays are occasionally inevitable due to unforeseen circumstances and we cannot be held responsible for delays which are outside of our control.
5.4 If the goods arrive damaged in any way, you should contact us as soon as possible and we will organise return of these faulty goods. We will send a replacement upon confirmation that the damaged goods have been returned.
5.5 Risk of loss and damage of goods passes to you on the date when the goods are delivered to you.
5.6 We use DPD Local or Royal Mail for UK deliveries. We reserve the right to ship items with any of these couriers and will always choose the service that we feel will benefit the customer the most. When possible we deliver with DPD Local who will text you on the day of delivery with a 1 hour delivery window.
5.7 As our merchandise is of ‘reasonable value’ we have chosen a delivery service which requires a signature on delivery. Please bear this in mind when placing your order.
5.8 A special two-man service is used to deliver our beds and mattresses and to ensure quality of service. Standard delivery of beds and mattresses is free. Additional delivery options for beds and mattresses are available on request including removal of your old bed and mattress, assembly and installation. Beds and mattresses are currently only available for UK mainland delivery.
5.9 We use either DPD or Fedex for our international orders. Shipping times and charges will vary dependant on destination and weight. To see the standard delivery charges for both the UK and international orders, please click this link.
5.10 If you believe your order has been delayed you can either contact the courier directly or contact us for further information.


6.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the contract that is caused by events beyond our reasonable control such as acts of God, war or impossibility of using public or private transport.
6.2 If such an event occurs, we will try to perform our obligations under the contract as soon as possible and will use our reasonable endeavours to find a solution. If your purchase has not been delivered to you within 6 weeks of the estimated date of delivery, due to an event which is outside of our control and not at any fault on your part, then you can contact us to receive a full refund.


7.1 The price of any goods will be as quoted at the time we receive your order, except in the cases of obvious errors.
7.2 Payment for an order can be made by any method specified in this website.
7.3 All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses, or subsequently refuses, to or does not for any reason authorise payment to us, and in the absence of negligence on our part, we will not be liable for any delay or non-delivery.
7.4 All prices include VAT or any other applicable tax at current rates. The prices exclude delivery charges, which will be shown when you proceed to choose a delivery option, and then added to the total amount due when you proceed to pay for your order.


8.1 All goods are subject to availability. Availability is usually advised when placing an order but if this is not possible, we will advise of any delay as soon as is reasonably practicable.
8.2 In the event that we are unable to supply the goods, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.


9.1 If you are not entirely satisfied with your purchase, you may cancel your order up to 14 days after the day that the goods were received. We will be happy to offer you an exchange or refund, provided that the goods are returned complete, in original condition and in their original packaging. We recommend that you obtain proof of postage when returning goods, as we cannot accept responsibility for goods lost in transit.
9.2 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. We reserve the right to reasonably refuse any returns where, owing to damage to the packaging, goods are not in a resalable condition.
9.3 For all returns, except where the goods are faulty, you will be required to arrange and pay for the return of goods to us.
9.4 If you return the whole order, except where the goods are not faulty, we will not refund the delivery charge as this part of our service to you has been completed.
9.5 Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund or an exchange. This right is limited to 30 days from the date you receive your product.
9.6 Faulty goods returned to us will be refunded in full, including:
9.7.1 a refund of the delivery charges for sending the goods to you; and
9.7.2 the cost incurred by you in returning the goods to us. For this we will require a receipt of postage.
9.8 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, removed from their original packaging, stained, 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.
9.9 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.
9.10 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.
9.11 To cancel an order, you must inform us in writing (eg by a letter sent by post or email to the addresses shown in the cancellation form below). You can use the model cancellation form set out in the box below, but it is not obligatory:
9.12 If you cancel your order in accordance with this section, your payment for the order will be refunded in full within 14 days.
9.13 This provision does not affect your statutory rights.
9.14 When returning goods, please let us know that you wish to have a refund or exchange in respect of your goods. If it assists you, you may like to complete the order cancellation form provided above, but you do not have to use this.
9.15 If the goods are faulty, please state clearly what the fault is and try to package the goods so that it can be seen. Pack the goods securely in a parcel, enclose the returns note and send back to: woolroom, c/o Pinnacle International Freight, Crown Business Park, Rapier House, Station Road, Old Dalby, Melton Mowbray, England, LE14 3NQ
9.16 You can also return your goods to any of our 4 stores. The addresses of these can be found by clicking here.
9.17 Any goods that have not been packed correctly and have been damaged on return cannot be exchanged or a refund given.


No failure or delay by a party to exercise any right or remedy provided under these terms and conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that or any other right or remedy.


11.1 If any provision of these terms and conditions, or part of any provision, is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of this agreement, and the validity and enforceability of the other provisions of this agreement shall not be affected.
11.2 If a provision of these terms and conditions, or part of any provision, is found illegal, invalid or unenforceable, we shall inform you and amend such provision such that, as amended, it is legal, valid and enforceable, and, to the greatest extent possible, achieves the original commercial intention.


12.1 Contracts for the purchase of goods through our website will be governed by English law.
12.2 These terms and conditions are governed by English law. The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our site or from any contract for the purchase of the goods although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country. If you are a resident of Northern Ireland you, or we, may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you, or we, may also bring proceedings in Scotland.


13.1 We will try and resolve any disputes with you quickly and efficiently.
13.2 If you have any concerns or are unhappy with anything then please contact us as soon as possible. Our Customer Services can be contacted on the following number +44 (0)1780 461 217 (open 9.00am - 5.30pm, Monday to Friday) or e-mail [email protected].
13.3 Where your dispute cannot be resolved, once you have exhausted our internal complaints process, you may refer the dispute to an Alternative Dispute Resolution (ADR) provider. While we are not a member of any ADR scheme, an example of an ADR provider which you could choose is The Retail Ombudsman. You can find more information about this provider at The Retail Ombudsman.