RIGHTS TO CANCEL, RETURNS, REFUNDS AND EXCHANGES
1.1
Due to the efficiences of our system, and warehouse we are unable to cancel or amend orders after purchase.
1.2
If you are not entirely satisfied with your purchase, you may return your order for up to fourteen 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 (with the exception of Sleep Trial products). 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.
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.
Please note: Mattresses and Woolly Toppers cannot be returned under the 100 Night Sleep Trial without the purchase of a Deluxe Washable or Organic Washable Wool Mattress Protector. These are non-returnable if not purchased with these Mattress Protectors, even if unused.
1.3
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.
1.4
We offer a free returns policy for the Mainland UK. In order to provide an easy to use and efficient returns service we are providing you with a link to DPD Local’s Pickup Returns Portal. If your returned items are lost or damaged whilst being returned to us, please do not contact DPD Local as your contract for the return is with us and not DPD Local.
Create your return here
The returned item(s) will need to be taken to one of the 10,000+ DPD Pick Up Points. Please note: Mattresses, Divans, Bedsteads, Woolly Toppers and Cot Mattresses and Junior Mattresses 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.
1.4.1
Bespoke mattresses, divans, bedsteads and headboards are not eligable for returns as they are made to order
1.5
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.
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 (if any) 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: 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. With the exception of Sleep Trials.
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
To cancel a contract, you must inform us within the fourteen-day period, of your decision to cancel, and include your order reference. Such cancellation must be either:
1.9.1
in writing to:
woolroom Ltd, 33-35 Pillings Road, Oakham, Rutland, LE15 6QF, England; or
1.9.2
by email to: [email protected]
1.9.3
by phone on: 01780 461217
1.10
If you cancel your order in accordance with this section, your payment for the order will be refunded in full within 30 days.
1.11
This provision does not affect your statutory rights.
MAKING RETURNS
1.12
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. 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
2.1
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.
