Latex Mattress TOPPER
10 year guarantee
The Latex Mattress Australia Topper Guarantee
Every Latex Mattress Australia topper is handcrafted in our Springwood manufacturing facility from 100% natural Malaysian latex, and is guaranteed for 10 years.
1. Your guarantee at a glance
Every Latex Mattress Australia latex topper is guaranteed for 10 years from the date of purchase.
2. What is covered
The guarantee covers faults in materials and workmanship, allowing for fair wear and tear, from the date of purchase. Where we confirm a fault, we will repair or replace the topper with no charge for materials or labour. If a component or model is no longer available, we will use one of equal or better quality.
Natural latex gradually darkens in colour and its surface becomes drier with age as it oxidises. This is the natural ageing of a natural material and is not a fault. Light drying or crumbling at the surface or edges of the latex is also normal, provided the support of the topper is not affected.
3. Body impressions
Natural latex settles gently to your body over the first eight weeks. This is expected and is not a fault.
A body impression is considered a fault when it exceeds 25 mm in the latex itself. We measure it with the cover removed, the latex laid on a flat surface, and a straight edge placed across the deepest point of the impression.
The quilted cover naturally settles and may lose a little height over time. Impressions in the quilted cover are normal, are not a fault, and do not form part of the measurement.
4. Comfort and suitability
The guarantee protects the integrity of your topper. It does not cover comfort preference, including a change in how firm or soft the topper feels to you over time, a topper that you find too firm or too soft, or too warm or too cool to sleep on, or a topper that is no longer suited to your body, sleeping position or needs. A change in feel is assessed as a fault only where the latex shows an impression greater than 25 mm, measured as set out in section 3.
5. Protection and hygiene
A quality, breathable mattress protector must be used over your topper from the first night. For the health and safety of our team, we are unable to inspect or handle a topper that is soiled or unhygienic, and a topper in this condition is not covered by the guarantee.
6. What is not covered
- Comfort preference, sleeping temperature and suitability, as set out in section 4
- Body impressions of 25 mm or less measured in the latex, and any impressions, settling or height loss in the quilted cover
- Toppers that have not been cared for and rotated as set out in section 7
- Damage from use on an unsupportive or uneven mattress or base
- Covers, including stains, pilling, burns and general wear
- Mould or damage caused by moisture, perspiration or body oils
- The natural scent of new latex, and the natural darkening, surface drying or light surface crumbling of latex with age, where support is not affected
- Sensitivity or allergy to latex
- Damage from folding or rolling the topper for more than three weeks, or from improper storage
- Delivery damage not reported within 24 hours of delivery
- Toppers used without a mattress protector, or that are soiled or unhygienic
7. Caring for your topper
Natural latex recovers its shape when it is given the chance to rest. Rotate your topper head to foot every three months. Following these care instructions is a condition of the guarantee. Full care instructions are available on our Mattress Care page.
8. Making a claim
- Contact us at admin@latexmattress.com.au or +61 7 3299 3000 with your original invoice, a description of the concern and photographs.
- We will issue a claim number and review your photographs.
- Where an inspection is needed, we will arrange transport of the topper to our Springwood manufacturing facility. If a fault is confirmed, we cover transport both ways. If no fault is found, transport is at your cost, and we will confirm the amount with you before the topper is sent. Please do not send the topper to us without a claim number.
- We will confirm our assessment in writing.
The guarantee applies to the original purchaser only and is not transferable. Your original invoice is required for every claim, so please keep it in a safe place for the life of your guarantee.
9. Your rights under the Australian Consumer Law
This guarantee is given in addition to your rights under the Australian Consumer Law and does not limit them.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
10. Guarantee provider
Latex Mattress Australia
4 Barrinia Street, Springwood QLD 4127
admin@latexmattress.com.au · [+61 7 3299 3000]
SERVICE ENQUIRY
If you would like to request a service inspection of your product please visit our Service Enquiry page.