The Latex Mattress Australia 21 Year Guarantee
The Latex Mattress Australia Guarantee
Every Latex Mattress Australia mattress is handcrafted in our Springwood manufacturing facility from 100% natural Malaysian latex. It is made to endure, and we stand behind that craftsmanship with a guarantee of up to 21 years.
1. Your guarantee at a glance
| Mattress | Residential use | Commercial use |
|---|---|---|
| Pure Support, Pure Comfort, Pure Indulgence, Pure Luxury | 21 years | 10 years |
| Custom latex mattresses | 10 years | 10 years |
2. Residential and commercial use
Residential use means use in a private home by the original purchaser and their household.
Commercial use means use in a hotel, motel, serviced apartment, short-term rental, bed and breakfast, aged care or healthcare facility, boarding or staff accommodation, as a display mattress, or in any setting where the mattress is regularly used by different, unrelated sleepers. In these settings a mattress carries a far greater cumulative load, so the guarantee period is 10 years.
The use is recorded on your invoice at purchase. A mattress purchased for residential use that is later placed in commercial use is covered for 10 years from the original purchase date.
3. 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 mattress 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 mattress is not affected.
4. 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 as follows:
- The cover is removed.
- The latex is laid on a flat surface.
- A straight edge is placed across the latex at the deepest point of the impression.
- The distance from the straight edge to the latex surface is measured.
The quilted cover naturally settles to the shape of your body over time. Impressions in the quilted cover are normal, are not a fault, and do not form part of the measurement.
5. Comfort and suitability
The guarantee protects the integrity of your mattress. It does not cover comfort preference. This includes:
- a change in how firm or soft the mattress feels to you over time
- a mattress that you find too firm or too soft, or too warm or too cool to sleep on
- a mattress that is no longer suited to your body, sleeping position or needs, including changes in your weight or health.
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 4. Our Sleep Specialists are always available to discuss your comfort, and a topper can often refine the feel.
6. Mattress protection and hygiene
A quality, breathable mattress protector must be used from the first night. It preserves the latex and the cover, and keeps your mattress hygienic for the life of the guarantee.
For the health and safety of our team, we are unable to inspect, collect or handle a mattress that is soiled or unhygienic. A mattress in this condition is not covered by the guarantee.
7. What is not covered
- Comfort preference, sleeping temperature and suitability, as set out in section 5
- Body impressions of 25 mm or less measured in the latex, and any impressions or settling in the quilted cover
- Mattresses that have not been cared for, rotated and, where double-sided, turned as set out in section 8
- Damage from a base that does not give even support, including slats more than 80 mm apart
- Covers, including stains, pilling, burns and general wear
- Handles
- 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 mattress for more than three weeks, or from improper storage
- Delivery damage not reported within 24 hours of delivery
- Mattresses with the identification label removed
- Mattresses used without a mattress protector, or that are soiled or unhygienic, as set out in section 6
8. Caring for your mattress
Natural latex recovers its shape when it is given the chance to rest. Rotating, and where applicable turning, your mattress as set out below gives the latex that chance. Following these care instructions is a condition of the guarantee.
Double-sided mattresses: every three months, alternating between rotating and turning. Rotate head to foot at three months, turn the mattress over at six months, and continue alternating every three months thereafter.
Single-sided mattresses: rotate head to foot every three months where the shape allows. Do not turn the mattress over. Custom latex mattresses with rounded corners are not rotated.
Full care instructions are available on our Mattress Care page.
9. 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 arrange an inspection of the mattress in your home.
- Where our inspection confirms a fault and the mattress needs to come to our manufacturing facility, we will arrange and cover its collection and return. If the inspection finds no fault and you would like the mattress assessed further, transport is at your cost, and we will confirm the amount with you beforehand. Please do not arrange your own transport 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.
10. 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.
11. 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.