Refund policy
90-night sleep trial
Every mattress topper and wool pillow bought on woolify.shop comes with a 90-night sleep trial, counted from the day it is delivered. If it is not right, for any reason or for no reason, you can return it for a full refund. Normal use is expected; that is what the trial is for.
How to return
- Email hello@woolify.shop within 90 days of delivery with your order number. No reason is required.
- We reply within one business day with the return details and arrange the shipment. Please do not send returns to our mailing address.
- Pack it in any box it fits in. The original packaging is welcome but not required, and the topper does not need to be re-compressed.
Return shipping
- Contiguous US: free. We arrange and pay for the return.
- Alaska, Hawaii, Puerto Rico, US territories, APO/FPO/DPO addresses, Canada and all other countries: the actual return shipping cost is deducted from your refund.
Refunds
Once the return arrives and is inspected, we refund the full price of the product to your original payment method within 5 to 7 business days. There is no restocking fee and no deduction for use. Your bank or card issuer may take a few extra days to show the refund.
Condition
Please sleep on it with a sheet or pillowcase over it; a mattress protector keeps the topper safe. Returns with excessive damage, stains or signs of misuse may not be eligible, and we may refuse a return in the case of excessive damage.
Not covered by the trial
- Returns started after day 90.
- Orders placed on Amazon, Etsy or any other marketplace. These follow that marketplace’s return process. For questions about the product itself, email us anyway; we are the same people.
Exchanges
We do not do direct exchanges. To change size, return the first item under the trial and place a new order for the right size. Email us first and we will make sure the two do not cross.
Damaged, defective or wrong item
Please check your order when it arrives. If anything is damaged, defective or wrong, email us within 5 days of delivery with photos of the item and the packaging. We will send a replacement or refund you in full, at no cost to you. Defects that appear later are covered by the 5-year limited warranty on the mattress topper (see our Warranty page).
Cancellations
Email us as soon as possible; orders are processed the next business day. Once an order has shipped it cannot be cancelled, but the sleep trial covers it: you can refuse the delivery or return it after it arrives.
Customers in the EU and UK
If you are a consumer in the European Union or the United Kingdom, you also have a legal right to cancel within 14 days of receiving your order, for any reason, in addition to the sleep trial. Tell us within those 14 days and send the goods back within 14 days of telling us; you pay the direct cost of the return. We refund the product price and the standard delivery charge you paid within 14 days. We may wait until the goods arrive back, or until you show proof you sent them.
Contact
Woolify LLC · hello@woolify.shop