At Woolda, we strive to provide the highest quality wool and natural products for you and your family. We understand that sometimes returns are necessary, and we want to make the process as easy and hassle-free as possible. If you’re not completely satisfied with your purchase, simply fill out our return form below and our dedicated customer support team will assist you with the return process. We are committed to your satisfaction and want to ensure that you have a positive experience with Woolda. Thank you for choosing us for your natural bedding and health care needs.

 Right to Withdraw

Right to Withdraw: If you are a non-legal entity customer and wish to return an item without stating a reason, you have the right to do so within 14 days from the date of delivery in accordance with the right of withdrawal. To initiate a return, please fill in the Return Form, available on our e-commerce platform at Return Form Link. You will receive necessary return information via email within 3 days.

Return Deadline: You must return the goods within 7 days of receiving the return instructions from Woolda, accompanied by the original purchase document (invoice/receipt). Failure to do so within this timeframe will invalidate the withdrawal from the contract.

Return Condition: You must return the goods in a condition that allows their resale. This means the goods must be unused, in their original packaging, the packaging is not damaged more than necessary to try the product, the product should be and with all labels, gifts, care instructions, and accompanying documentation and accessories.

Return Shipping Cost: The cost of returning the product to Woolda shall be borne by you.

Refund Process: Upon receiving the returned goods and verifying their condition, Woolda will refund the value of the products paid by you no later than 14 days from the date of receiving the goods.

Refund Method: We will refund the amounts using the same payment method you used for your order, unless you expressly agree to a different payment method at no additional cost.

Refusal of Withdrawal: Woolda reserves the right to refuse withdrawal and refund if the returned goods do not meet the required condition for resale.

Exemptions: The right of withdrawal does not apply to certain categories of products, including customized or personalized goods, perishable items, unsealed health or hygiene products, mixed goods, unsealed audio, video, or software products, newspapers, and digital content not supplied on tangible media.

Legal Entities: The right of withdrawal is not available to legal entities.

Dispute Resolution: In case of disputes, you may contact Woolda using the contact information provided on our website. If the dispute cannot be resolved between the parties, you have the option to use the European Online Dispute Resolution Platform at ODR Platform Link.

 Complaint and Warranty

Non-Compliance Claim: If the goods purchased from Woolda do not comply with the terms of the Distance Purchase Contract, you may file a complaint. Non-compliance may include manufacturing defects, missing parts, deviations in specifications, or damage during transportation.

Claim Period for Individuals: If you are an individual customer, you may file a claim within 2 years from the date of delivery and up to 2 months from discovering the defect.

Claim Period for Legal Entities: Legal entity customers may file a claim within 1 year from delivery and up to 2 months from discovering the defect.

Duty to Inspect: Legal entity customers have a duty to inspect the goods and report defects. Failure to do so will be deemed as approval.

Notification of Defect: Notify Woolda of defects by sending an email to hello@woolda.com from the email address used for the order. Provide order details, product information, and defect description. Woolda may request additional information.

Return and Shipping: After receiving necessary information, Woolda will send return instructions within 3 days. You must return the goods within 7 days, including the original purchase proof (invoice/receipt). Woolda covers the shipping cost for returns.

Resolution Options: You may choose between an exchange for a defect-free item, a partial refund, or a full refund. If desired, you can replace the product with another of equal value. The complaint process concludes with an email confirmation of the agreed details.

Payment for Claims: Payment for claims will be made within 7 days of email confirmation. If Woolda needs to send replacement goods, this will occur within 14 days of confirmation.

For any further questions or assistance, please contact Woolda at the provided contact information.

Please note that this policy is subject to change, and the latest version will be available on our website.

We would like to draw your attention to the fact that our Return and Refund Policy is derived entirely from the guidelines provided in Art. 8 (Right of withdrawal) and Art. 9 (Complaint and warranty) of our Terms of Use for this online shop.

For more comprehensive information regarding the procedures and conditions for returns and refunds, we kindly invite you to review the detailed guidelines outlined in Art. 8 and Art. 9 of our Terms and Conditions. These sections provide specific insights into your rights and obligations related to returns and refunds, ensuring a clear understanding of our policies.

Thank you for choosing our online shop, and we appreciate your commitment to adhering to our established terms and policies. If you have any questions or require further clarification, please do not hesitate to reach out to our customer support team (hello@woolda.com).

Art. 8 Right of withdrawal

1. If a User who is not a legal entity wishes to return an item, he/she may do so without giving a reason within 14 days following the date of delivery in accordance with the right of withdrawal. For this purpose, he/she must fill in a Return Form, which is available on the e-commerce platform with the domain “www.woolda.com”, specifically at https://woolda.com/return-form/. Within 3 days, the User will receive to the email (which is filled in the Return Form), the necessary information to return the goods.
2. The User is obliged to return the goods within 7 days of receiving the necessary information for the return of the goods by the Seller, accompanied by the original purchase document – invoice/receipt. If the goods are not returned within this 7-day period, the withdrawal from the contract shall not be valid.
3. The User is obliged to return the goods in a condition that allows their further sale, which means that the goods must not be used, returned in the original packaging, the packaging is not damaged more than necessary to try the product, the good is together with all labels, gifts, care instructions and other accompanying documentation and accessories.
4. The cost of returning the product from the User to the Seller in case of withdrawal shall be borne by the User.
5. Upon receipt of the goods and upon verification that the goods are in a condition that allows their further sale (the goods have not been used, returned in the original packaging, the packaging is not damaged more than necessary to try the product, the good is together with all labels, gifts, care instructions and other accompanying documentation and accessories), the Seller shall refund the value of the goods paid by the consumer, no later than 14 days from the date on which he received the goods. In this case, the User shall remain responsible for all costs incurred in returning the goods, including bank commissions and other costs beyond the amount of the value of the products, as well as the additional costs of delivery of the goods where the User has expressly chosen a method of delivery of the goods other than the cheapest type of standard delivery offered by the Seller.
6. The Seller shall refund the amounts received using the same payment method used by the User to pay for his order unless the User has expressly agreed to the use of another payment method in an email to the Seller and provided that this is at no cost to the User.
7. The Seller has the right to refuse to accept a withdrawal and to refund the value paid by the User of the returned goods or to charge the User the cost of restoring the goods in a condition that allows their further sale, in the event that the User does not return the goods unused and in a form that allows its further sale (the goods are not used, returned in the original packaging with intact integrity, the packaging is not damaged more than necessary to try the product, the good is together with all labels, gifts, care instructions and other accompanying documentation and accessories).
8. The consumer’s right of withdrawal is not applicable to:

• the supply of goodsmade to the consumer’s specifications or clearly personalised;
• the supply of goodswhich are liable to deteriorate or expire rapidly;
• the supply of sealed goodswhich are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
• the supply of goodswhich are, after delivery, according to their nature, inseparably mixed with other items;
• the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery;
• the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications;
• contracts for the supply of digital contentwhich is not supplied on a tangible medium if the performance has begun and, if the contract places the consumer under an obligation to pay

9. The right of withdrawal is not available to Users who are legal entities.
10. In the event of a dispute, the User may contact the Seller at the contacts indicated in the e-shop at https://woolda.com/contact-us/. In the event of an inability to resolve the dispute between the Seller and the User, the User has the option to use the European Online Dispute Resolution Platform available at ec.europa.eu/odr.

Art. 9 Complaint and warranty

1. If the goods purchased by the User do not comply with the agreed in the Distance Purchase Contract, he may make a claim. This non-compliance may be expressed in: a manufacturing defect in the goods; missing parts of the goods; receipt of goods that have different specifications than ordered (for example, a different fabric is used, there is more than 5% deviation in the dimensions of the product from the announced, the product has a different design from the announced, etc.); damage to the goods during transportation, etc. A deviation of up to 5% from the announced dimensions shall not be considered a discrepancy.
2. If the User is a person and is not a legal entity, a claim may be made up to 2 years from the date of delivery and receipt of the goods by the User and up to 2 months from the date of discovery of the defect.
3. If the User is a legal entity and acts as a trader, a claim may be made up to 1 year from the date of delivery and receipt of the goods by the User and up to 2 months from the establishment of the defect.
4. If the User is a legal entity according to Section 1 of the German Commercial Code (HGB), it has a duty to inspect the goods and notify the Seller of defects. If this User neglects the duty to disclose information, the goods shall be deemed to have been approved.
5. Notification of the Seller about defects, regardless of the type of User, shall be made by sending a message to hello@woolda.com from the email address used when ordering the goods, indicating the number and date of the order; the specific product being complained about and the defect or discrepancy found. The Seller has the right to ask the User to provide additional information and evidence. Once it has the necessary information, the Seller shall within 3 days, send the necessary information that is needed by the Consumer to return the goods. The User is obliged to return the goods within 7 days of receiving the information from the Seller, accompanied by the original proof of purchase – invoice/receipt. The shipping cost of return shall be borne by the Seller.
6. Except in the case of the discovery of a manufacturing defect in the goods and a defect resulting from the transportation of the goods, the goods must be returned in a condition that allows their further sale (the goods must not have been used, must be returned in the original packaging the goods have not been used, returned in the original packaging with intact integrity, the packaging must not be damaged more than necessary to try the product, the good must be together with all labels, gifts, care instructions and other accompanying documentation and accessories).
7. In the event of a complaint, the User may choose to exchange the specific item for the same item without defects or with the specifications originally ordered; keep the goods and refund part of their value or return the goods for a refund. If the User wishes, it is also possible to replace the product with another product at equal prices. The communication regarding the complaint ends with the Seller sending an e-mail confirmation with the agreed details.
8. If a claim gives rise to a payment liability to either party, the payment shall be made within 7 days of confirmation received by email. If the Seller has to send goods to the Buyer, this shall be done within 14 days of confirmation received by e-mail.
9. The Seller has the right to refuse to refund the value paid by the User for returned goods subject to a claim (due to receipt of goods with different specifications than those stated and outside the hypothesis of defective goods) or to charge the User the cost of restoring the goods in a form that allows their further sale, in the event that the Consumer does not return the goods unused and in a form that allows their further sale (the goods must not have been used, must be returned in their original packaging, intact, together with all labels, gifts, care instructions and other accompanying documentation and accessories, the packaging must not be damaged more than necessary to try the product).