Refund policy

Refund & Return Policy

Woolle — woolleusa.com | Last Updated: April 2026

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At Woolle, we stand behind our products and want you to be completely satisfied with your purchase. If for any reason you are not happy, we are here to help. Please read our Refund and Return Policy carefully before making a purchase.

1. Our Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all Woolle products purchased directly through woolleusa.com or our San Mateo showroom. If you are not satisfied with your purchase for any reason within 30 days of receiving your order, please contact us and we will work to make it right — whether that means a replacement, store credit, or a full refund.

2. Eligibility for Returns

To be eligible for a return or refund, the following conditions must be met:

  • Your request is made within 30 days of the date your order was delivered.

  • The product is in its original or near-original condition.

  • You have proof of purchase (order confirmation email or receipt).

  • The product was purchased directly from woolleusa.com or our San Mateo showroom.

The following are not eligible for return or refund:

  • Products purchased through third-party retailers or marketplaces (please contact the retailer directly).

  • Products that have been heavily used, damaged through misuse, or returned without original packaging where packaging is required.

  • Requests made more than 30 days after delivery.

3. How to Initiate a Return or Refund

To start a return or refund request, please contact our team using one of the following:

  • Email: info@woolleusa.com — include your order number and reason for the return.

  • Phone: (650) 342-1404 — Monday–Friday 8am–4:30pm, Saturday 9am–1pm.

Once we receive your request, our team will respond within 2 business days with instructions on how to proceed. Please do not return any items without first contacting us.

4. Return Shipping

If a return is required:

  • For defective, damaged, or incorrect products: Woolle will cover the cost of return shipping and provide a prepaid label.

  • For returns due to change of mind or other non-defect reasons: The customer is responsible for return shipping costs.

  • We recommend using a trackable shipping method for your return. Woolle is not responsible for items lost or damaged during return transit.

5. Refund Processing

Once we receive and inspect your return (or approve your refund request without requiring a return), we will process your refund within 5–7 business days. Refunds are issued to the original payment method used at the time of purchase.

Please note:

  • Credit card refunds may take an additional 3–10 business days to appear on your statement depending on your card issuer.

  • Original shipping costs are non-refundable unless the return is due to our error or a defective product.

  • You will receive an email confirmation once your refund has been processed.

6. Exchanges

If you received the wrong product or would like to exchange for a different size or kit, please contact us at info@woolleusa.com within 30 days of delivery. We will do our best to accommodate exchanges based on product availability. If the desired product is unavailable, we will offer a full refund or store credit.

7. Damaged or Defective Products

If your order arrives damaged or you believe the product is defective, please contact us within 7 days of delivery. Include:

  • Your order number.

  • A description of the issue.

  • Photos of the damaged or defective product and packaging where possible.

We will arrange a replacement or full refund at no cost to you and cover all return shipping if required.

8. Kickstarter and Pre-Order Purchases

For backers who supported Woolle through our Kickstarter campaign, refund eligibility is governed by Kickstarter's terms and our campaign pledge agreement. Please contact us directly at info@woolleusa.com to discuss any concerns related to Kickstarter orders. We are committed to ensuring all our early backers are taken care of.

9. B2B and Wholesale Orders

Refund and return terms for wholesale and B2B accounts may differ from our standard consumer policy. If you are a wholesale customer, please refer to your wholesale agreement or contact Austin Reinders directly at info@woolleusa.com to discuss your specific situation.

10. Contact Us

We are a small team and we genuinely care about every customer. If something is not right, please reach out — we will always do our best to make it right.

  • Email: info@woolleusa.com

  • Phone: (650) 342-1404

  • Address: 939 N. Amphlett Blvd., San Mateo, CA 94401

  • Hours: Monday–Friday 8am–4:30pm, Saturday 9am–1pm