Terms & Conditions
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Terms & Conditions
1. GENERAL
1.1 This website is owned and operated by Woolroom Inc, Registered office: 251 Little Falls Drive, Wilmington, DE, 19808, United States. EIN: 32-0654070
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. These terms and conditions constitute the sole terms and conditions of the contract between you and us. No other terms, conditions, or understanding, whether oral or written, shall be binding upon us.
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 Inc;
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 the United States.
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. NATURE OF THE GOODS
2.1 To the best extent possible, 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 ten percent (10%) 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. OUR LIABILITY
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 for fraud or fraudulent misrepresentation; or
3.3.3 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.4. ORDER PROCESS
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. DELIVERY
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. In no event shall dates be construed as falling within the meaning of “time is of the essence”.
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 fifteen (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. However, under no circumstances you will be entitled to any damages due to our failure to deliver on time.
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. In any event, we will not be responsible for any delays in filling orders, nor we will be liable for any loss or damages resulting from such delays regardless of whether such delays are due to force majeure or otherwise.
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 If you do not accept or pick up the goods, the delivery of the goods shall nevertheless be deemed accepted by you and you will therefore pay for the goods delivered.
5.7 We use DHL and FedEx for US 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.. Please leave a mobile number or email address to receive delivery notifications in the event the courier chosen provides this service.
5.8 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.
5.9 A FedEx Ground Service is used to deliver our mattresses to ensure quality of service. Standard delivery of mattresses is free.
5.10 We use either DHL or Fedex for our international orders. Shipping times and charges will vary dependant on destination and weight. Duties and taxes may also be charged by the courier if your delivery destination imposes these additional charges. Woolroom do not cover these additional charges. To see the standard delivery charges for international orders,please click this link.
5.11 If you believe your order has been delayed you can either contact the courier directly or contact us for further information.6. EVENTS BEYOND OUR REASONABLE CONTROL
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 any acts of God, events, occurrences or circumstances beyond our presumable control and shall include but not be limited to war (whether declared or not), insurrection, national or international emergency, governmental negative travel advice, fire, flood, explosion, pandemics, breakdown of machinery or equipment, labor disturbances, strikes, lock-outs or other labor disputes, requisitions, stoppage or delay of transportation, defects or delays in deliveries by subcontractors, shortages of fuel, power equipment, materials, supplies or labor or destruction or loss or damage due to natural causes due to any kind whatsoever.
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 six (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. PRICE AND PAYMENT
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 Unless otherwise stated in writing, all prices include any present or future federal, state or local property, sales, use, excise, license, gross receipts or other taxes or assessments which may be applicable to, imposed upon or result from this transaction or any services performed in connection with these terms and conditions or the goods. 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. AVAILABILITY
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. RIGHT TO CANCEL, RETURNS, REFUNDS AND EXCHANGES
9.1 If the goods are found to be faulty, you may cancel your order up to fourteen (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 to mainland United States and Canada (excludes mattresses and toppers), we offer a free returns service using USPS and Canada Post. A pre-paid return label is provided upon following the return instructions here.
9.4 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.
9.5 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.
9.6 To cancel an order, you must inform us in writing (e.g. 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:
9.7 If you cancel your order in accordance with this section, your payment for the order will be refunded in full within fourteen (14) days.
9.8 When returning goods, please let us know that you wish to have a refund as well as the reason for returning. If it assists you, you may like to complete the order cancellation form provided above, but you do not have to use this.
9.9 Please state clearly what the fault is with respect to the goods 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:
US Address:Woolroom C/O Red Stag Fulfillment
5502 Island River Road,
Knoxville,
TN
37914,
United States
Canadian Address:Woolroom C/O Ezi Returns
45 Mural Street
#3 Richmond Hill
ON
L4B 1J4
9.10 Any goods that have not been packed correctly and have been damaged on return cannot be exchanged or a refund given.10. LIMITED ARRANY; DAMAGES
We warrant, for twelve (12) months after delivery, unless indicated to the contrary, that the goods, covered by the contract are produced according to usual practices, customs, standards, specifications and tolerances of trade prevailing in the country of origin at the time of production and shall be free from defects in design, material, workmanship and shall conform to our specifications. THIS WARRANTY IS GIVEN IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED. ALL OTHER WARRANTIES, AND SPECIFICALLY THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE EXPRESSLY EXCLUDED. Goods showing only minor defects, not affecting the function of the goods or program shall be accepted by you and shall not give rise to any claim against us. All claims of damages of any kind during delivery are barred unless reported in writing by you to us, with full disclosure of particulars within five (5) days after delivery as defined herein.
11. INTELLECTUAL PROPERTY RIGHTS
All intellectual property rights to, ownership of, and interest in all goods, trademarks, trade names, logos, distinctive marks, designs, and other materials created and/or made available by us hereunder or within the framework of the relationship between you and us (the “Intellectual Property”) are vested exclusively in us. You shall not reproduce, modify, transfer, grant, assign, license or use the Intellectual Property, except in accordance with these terms and conditions. You shall not remove or alter indications concerning intellectual property rights and concerning the confidential nature of information from goods and other materials created or made available by us to you. We make no warranty that the goods or services or other intellectual property do not infringe the rights of third parties.
12. WAIVER
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.
13. SEVERABILITY
13.1 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.
13.2 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.14. GOVERNING LAW AND JURISDICTION
14.1 Contracts for the purchase of goods through our website will be governed by Illinois law, without reference to conflict of laws principles.
14.2 These terms and conditions are governed by Delaware law,, without reference to conflict of laws principles. The Illinois 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 terms and conditions in your country of residence or any other relevant country.15. DISPUTES AND COMPLAINTS
15.1 We will try and resolve any disputes with you quickly and efficiently.
15.2 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 888 513 1092 (open 7.00am - 7pm, Monday to Friday, Eastern Time Zone) or [email protected].
15.3 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.16. ASSIGNMENT
You shall not assign or transfer these terms and conditions or any related contract or purchase order without our prior written consent. We shall expressly be permitted to assign or transfer, without your prior written consent, our rights and obligations under these terms and conditions.
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Promotional Terms & Conditions
Summer Sale
1. This promotion will start on Tuesday 5 August and end on Monday 25 August.
2. Discount will be automatically applied to selected products.
3. The promotion is available to online customers only. Recommended for desktop and mobile devices only.
4. Verified voucher codes can be redeemed throughout this sale.
5. Voucher codes will not work against shipping & service options. Clearance items are also excluded from any additional discounts.
6. The promotion can be withdrawn at any time.
10% Sign Up Promotion
- 10% new customer discount valid while supplies last on the purchase of select items at thewoolroom.com until midnight PDT 09/25/2025.
- Available on select items only. Discount is applied at checkout on eligible items. Offer excludes clearance items.
- Not transferrable, cannot be redeemed for cash, and may not be combined with any other offer.
- Valid in the US only. Terms are subject to change.
Multibuy Pillow Offers
1. Save an extra 10% on the purchase of 2 Classic, Deluxe Washable, Organic Washable or Latex Pillows
2. Discount will automatically be applied in your cart.
3. No additional voucher codes will be in use with this promotion.
4. To get the saving, you must order the qualifying items within the same order at the same time. If you later return one of the items, you will no longer be entitled to the discount. This offer applies to selected items when purchased at full price.
5. Offer does not apply to pillow protectors, pillow covers, v-pillows, body pillows or extra wool.
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100 Night Trial
Our 100-Night Sleep Trial is designed to give you the reassurance that you have made the right choice of mattress/topper and tension by trialling the mattress/topper in the comfort of your own home. This period lasts for 100 days and is only applicable when a Deluxe or Organic Washable Wool Mattress Protector is purchased (of the same size as the mattress/topper purchased) and used at the same time as your mattress/topper. Please note that this does not affect your legal rights as a consumer.
Refund or Exchange?
The two options under our 100-night trial are (1) returning the original mattress/topper for a refund or (2) exchanging the original mattress for a different model or tension of the same model.
a) Returning for a refund is simple and hassle free. (see Collection of Returned Mattresses section)
b) Please note that if you decide to exchange your mattress for a different tension or model as part of the 100-Night Sleep Trial this can only happen once. This means that once you use your 100-night trial to change to a different model or tension there will be no such second 100-night Sleep Trial allowed on the newly exchanged mattress.
Note: the only exception to this is if the original mattress was deemed to be faulty (after an inspection has taken place) and in these circumstances the new replacement mattress will automatically qualify for a new 100-Night sleep trial period.
Exclusions from 100-Night Sleep Trial
1. Due to their bespoke nature, we are unable to offer our sleep trials on non-standard sized mattresses/toppers, and split tension mattresses The definition of non-standard sized is where this size option does not feature in the list on the product itself. Please contact us if you wish to check if the size you are selecting is included.
2. We only offer the 100 Night Trial for orders delivered to Mainland US.
3. Mattresses/toppers bought without a Woolroom Deluxe Mattress Protector.
4. Nursery/Junior mattresses are not covered under the 100-Night Sleep Trial.
5. Mattresses or Mattress Toppers not used for a minimum of 60 nights consistently.
Collection of Returned Mattresses
The collection of the returned mattress/topper will be arranged with you directly by our customer care team who will attempt to collect the goods on a mutually agreed time & date. If you are not available for the collection on the agreed date, you are required to contact our customer care team (on 888 513 1092 / [email protected] or via online chat) directly and re-arrange or cancel the collection, at least 2 working days before the collection taking place. Failure to do this and a failed attempt of collection by the courier will incur a cost of $100 and therefore any future collections will only be scheduled following a payment for the collection fee, by you, which can be arranged with our customer care team.
It is your responsibility to be home on the specified day of collection to return the products to us.
If our first available collection date does not suit your requirements, then we are happy to wait until a day that suits you.
Terms & Conditions of the 100-Night Sleep Trial
1. We ask that you try the mattress/topper for a minimum of 60 nights consecutively before invoking one of the two options - (a) returning the mattress/topper or (b) exchanging for a different model or tension
2. We reserve the right to refuse the 100-Night Sleep Trial to anyone not operating as a consumer, or who is otherwise in breach of these terms.
3. The 100-Night Sleep Trial is only available on purchases via the Woolroom website and does not cover purchases via other marketplaces.
4. In addition to your statutory right to cancel your order, if you notify us in writing that you wish to return a mattress/topper to us no later than 100 days after receiving it, we will arrange for collection at no cost to yourself and will refund the purchase price (excluding any delivery costs if applicable) within a reasonable time (no later than 30 days) after we receive it in our returns center. The refund will be made in the same way used to make the payment.
5. The products must be returned in a reasonable condition; that means no damage, stains, rips or other visible marks or damage. Products must have been used, items still unopened and in the originial box would not qualify for a return as they would most likely be damaged.
6. Any damage or stains on the cover, found at the point of inspection in our returns center, may result in a refusal of refund depending on the state of the mattress/topper. To prevent this, we strongly recommend that you always use the mattress protector to ensure the mattress/topper is protected. Our Mattress Returns Form outline all the steps and request that you take pictures of the mattress before it is returned to us, as your proof of the quality and condition of the mattress/topper, before our delivery team collect it. If there is damage sustained to the mattress/topper in transit, these will be requested by our customer care team as proof that the mattress/topper left your property in good condition and failure to provide these may result in the fee for the damage being taken from your refund.
7. Damage or stains to the mattress/topper itself found at the point of inspection in our warehouse will result in a cleaning fee of $50 being reduced from your refund if the mattress/topper is expected to be cleanable. In the event that the damage / stains to the mattress/topper are so severe that it is not recoverable, we reserve the right to send the mattress/topper back to you at our cost and end your 100-night trial. Damage can also be from not following the correct care instructions. Turning and rotating weekly for the first 12 weeks, then seasonally thereafter are an essential part of the care routine. Failure to follow this may result in a refusal of your return as this may affect the performance of your product.
8. As above, all returned mattresses/toppers are inspected so we recommend that you notify our customer care team before delivery, if any damage / stain is present before shipping. Pictures of the mattress/topper before returning are helpful in case the mattress/topper is damaged by our courier in transit. They may also speed up your refund and act as proof that the goods have left your property in good condition.
9. It is the customer's responsibility to keep track of the 100-night trial dates and Woolroom will not be held responsible for any returns not being reported within the allocated time.
10. It is the customer's responsibility to contact us within the timeframe allowed to report a return request. Once our returns team contact you with the instructions on how to prepare the mattress/topper to return and the next steps, our customer care team will contact you to arrange collection. If you have missed the contact from our customer care team or they have not contacted you for any reason, you need to contact our customer service team immediately on 888 513 1092.
11. Failure to arrange collection within a maximum of 14 days after your 100-night trial dates, will result in your right to return the mattress/topper being voided. If you are unhappy with the mattress, we recommend allowing at least a week before your 100 night trial ends, so that you have time to arrange the collection for a suitable day within the coming days, within the 100 nights from delivery.
12. We reserve the right to refuse the 100-night trial policy without prior notice, in certain circumstances we see fit, including but not limited to:
a) where there is substantial evidence that the mattress/topper is damaged or stained, or otherwise unsuitable for secondary use.
b) where there is substantial evidence or belief that you are associated with another mattress brand or manufacturer.
c) where we believe there is any intent on your behalf to misuse the 100-night trial.
d) where there is any suspicion of misconduct, dishonesty or direct attempt at defrauding or otherwise cheating our company.
e) where an incorrect size or tension has been ordered and the product has been delivered and opened. This mistake is out of control and as such the 100 night trial is voided
f) where the mattress protector has not been used for the duration of the trial period. This would void any trial period on the mattress/topper.
g) where the mattress protector has been damaged resulting in point f. A new trial will not be given if a mattress protector has been damage through fault of the consumer.
13. Following a notice of your intention to cancel, a collection must be arranged and executed not later than 14 days from the date that you notified us of your intention to cancel. Failure to arrange collection may, save any exceptional circumstances (which must be communicated to us, and acceptance of same being subject to our discretion), invalidate your right to cancel the contract.
14. If you have received a mattress/topper, we will ask you to communicate an appropriate date for collection, which must be no later than 14 days from the day on which you communicate your cancellation. If the date you proposed is agreed by us, we will collect the Products on the date stipulated without undue delay. Failure to communicate with us to arrange collection within the period allowed will void your rights to a return under the 100-Night Sleep Trial.
15. Where we have reasonable belief that you are returning your mattress/topper purely to abuse the discount codes / offers, or are looking to purchase the same model at a discounted rate via our store or an alternative selling platform (whether brand new or otherwise), we may refuse your 100 night trial. This does not affect your statutory rights.
16. Mattresses/toppers can be returned under the 100-night trial, but all accessories (e.g. mattress protector) bought with it or separately are not covered under the 100 Night Sleep Trial. The return of these items is subject to our normal terms and conditions however they must be used for the duration of the trial and cannot be returned sooner than any minimum usage period in place.