Wool Owners Warranty

The Wool Owners Warranty (WOW), is a service available for all customers who have purchased a wool carpet from ourselves via the retailers we work with.

The service includes cleaning products and care guides to help your wool carpet look its' best for longer!

Making the most of the Wool Owners Warranty

Here at Hugh Mackay, we are proud to offer the Wool Owners Warranty (WOW) service with every one of our wool products, to help keep your carpet looking its best for longer.

The WOW service is a yearly subscription service that is free of charge for the first 12months. When you sign up you can choose to receive an array of helpful carpet care products including;

  • WoolSafe approved spot remover
  • A visit from a WOW registered carpet cleaner,
  • Free telephone advice for anything including the best way to clean your wool carpet,
  • WoolSafe carpet stain cleaning guide,
  • Access to the emergency spot removal call out service.

How can you sign up to the WOW service?

To receive your 12months free (from the date of purchase), simply visit: WOW Customer Registration and register your details.

Register Your Wool Owners Warranty

What happens once you’ve registered?

Shortly after registering, you will be contacted by your nearest WOW registered carpet cleaner to explain in more detail, the services that you can call on as well as some invaluable golden rules on caring for your carpet.

What should you do if you have a spillage?

If you have a spillage, you can contact your WOW carpet cleaner for advice. If you can’t remove the spillage, then your WOW registered carpet cleaner can come out to take a look at the spillage (free of charge) for the treatment of the stain.

How do you renew your WOW service at the end of the 12months?

Once you are nearing the end of your 12month free service, simply make sure that your carpet is cleaned by a WOW registered carpet cleaner once per year to automatically renew your warranty.

Quality care from the Wool Owners Warranty

The WOW is endorsed by the WoolSafe organisation who are a global body dedicated to the care of carpets and rugs. WoolSafe test all of the WOW carpet cleaning products to ensure they are safe and effective to use on your flooring. Always look for the WoolSafe logo if you’re purchasing any other carpet care products.

Wool Warranties on Hugh Mackay Products

All of our warranties are subject to proper use and maintenance of our products. They are also alongside and are based upon the Wool Owners Warranty (WOW). The WOW dictates the standards by which a wool carpet should be properly maintained. Any specified warranty does not cover acts or circumstances including, but not limited to, the below;

  • cuts and tears
  • burns
  • water damage
  • removal of the carpet
  • damage from malice
  • negligence
  • application of improper cleaning agents
  • lack of proper maintenance of the carpet

Any carpet installed should be in accordance with BS EN 1307 along with the proper use of approved stair nosing’s where prescribed.

Deterioration due to normal wear and tear, crushing of fibres and/or shading are not seen as manufacturing faults and are therefore not covered by this warranty.

If you have a complaint

If you suspect that your carpet is not to the specified standard or if you suspect a manufacturing fault, you need to raise this with your retailer. Retailers should then escalate this to our Customer Services department for further investigation. If it is determined that there is a manufacturing fault, we will look for the best solution for you, including replacement or allowance, subject to the time the product has been in use.

Warranties & Guarantees

All of the warranties and guarantees on Hugh Mackay products are subject to the above.

Proper maintenance of your carpet should be followed to ensure that the carpet is protected by our warranties/guarantees. Any damage caused by not following these guidelines, the above-mentioned acts, or similar, will invalidate any warranty or guarantee.

If you would like to speak to our team about the Wool Owners Warranty service, simply give us a call on; 01429 892555 or email; [email protected]