Returns (US)

RIGHTS TO CANCEL, RETURNS, REFUNDS AND EXCHANGES

1.1
Orders may be cancelled at any time prior to dispatch.

1.2
If you are not entirely satisfied with your purchase, you may cancel your order for up to seven 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 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.

1.3
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 refuse all returns which fall outside these requirements.

1.4
For all returns, we offer a free returns service via USPS or Canada Post. Please take note of the return procedure below and how you will obtain your free returns label:

a) You will need to contact our customer service team on +44(0)1780 461217 or via email to info@thewoolroom.com to notify of the return, the order number and the reason for returning the item(s). Please note that used items cannot be returned unless faulty or under the 30 day guarantee.

b) Our customer service team will then generate a free returns label with USPS or Canada Post which will then be sent via email in a PDF format for you to print off and attach to the box.

Please note the maximum weight and dimensions per parcel:

USA - 35lbs (15kg), Max Longest length on parcel 48 inches (120cm)

Canada - 44lbs (20kg), Max 48 x 23 x 23inches (120 x 60 x 60cm)

c) Using the store locator link in the email you will need to drop off your parcel at your nearest USPS or Canada Post location. Delivery will take approx 5 days back to returns depot using Ground Service.

d) Once we receive confirmation of the return a refund will then take place back into the account that it was paid with. We recommend when dropping off the parcel(s) to obtain a tracking receipt to speed up the process of the return.

1.5
If you return the whole order, where the goods are not faulty, we will not refund the delivery charge as this part of our service to you has been completed.

1.6
Faulty goods returned to us will be refunded in full, including:

1.6.1
a refund of the delivery charges for sending the goods to you; and

1.6.2
the cost incurred by you in returning the goods to us. For this we will require a receipt of postage.

1.7
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.

1.8
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.

1.9
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.

1.10
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:

1.10.1
in writing to:
woolroom Ltd Ltd, Unit 4/5 Woodside Farm Industrial Estate, Ketton Road, Empingham, Rutland, LE15 8QD. England; or

1.10.2
by email to: info@thewoolroom.com

1.11
If you cancel your order in accordance with this section, your payment for the order will be refunded in full within 30 days.

1.12
This provision does not affect your statutory rights.

MAKING RETURNS

2.1
When returning goods, complete the returns form provided with your delivery and state clearly whether you would like an exchange or refund.
A digital version of the returns form can be found here

2.2
Any goods that have not been packed correctly and have been damaged on return cannot be exchanged or a refund given.
 
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