Wool Owners Warranty


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 services 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;

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.

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 advise. 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 and Whitestone Weavers Products

All of our warranties are subject to proper use and maintenance of our products. They are also ran 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;

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

Deterioration due to normal wear and tear, crushing of fibers 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 and Whitestone Weavers 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

Moth Proofing Policy

moth-proofing-logo

Our moth proofing policy listed on products warranted against moth infestation, is based upon the maintenance guidelines set out by the Wool Owners Warranty.

Proper maintenance of the carpet should be undertaken including regular vacuuming, and cleaning of all areas of the carpet. Areas that are not properly maintained are most at risk of developing any moth based issues. If you are a customer who is having a problem with carpet moths in relation to our products, please contact the retailer you purchased the carpet from. If you are a retailer who has received relevant complaints surrounding this issue, please contact our Customer Services department for further advice. They may request photographic evidence of any issues that are taking place.

When it comes to moth based issues in relation to our products, we are able to offer a replacement or allowance against a replacement, subject to the time you have had the carpet installed (up to 10 years from installation). Please follow the above mentioned line of communication to rectify any issues.