Privacy Policy

Last updated: 2 October 2026

1. Our commitment to your privacy

For 70 years, Latex Mattress Australia has been built on trust. The care we bring to every handcrafted mattress extends to the personal information you share with us.

This Privacy Policy explains how LMFC Pty Ltd ATF The Results Unit Trust trading as Latex Mattress Australia (“we”, “us” or “our”), collects, holds, uses and discloses your personal information. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy applies to our website at www.latexmattress.com.au, our showrooms in Springwood, Mosman and Armadale, and every other way you deal with us.

2. The information we collect

We collect only the personal information we need to serve you well. Depending on how you deal with us, this may include:

• Contact details: your name, email address, phone number, delivery and billing addresses, and postcode.
• Order and service details: the mattresses and products you purchase, custom-sized specifications, delivery arrangements, payment records and warranty claims, including photographs you provide.
• Sleep and comfort preferences: your sleeping position, firmness preferences, partner considerations and the outcomes you are seeking from your mattress.
• Health information: where you choose to share it, information such as back or joint discomfort, allergies or sensitivities, and referrals from a chiropractor or other practitioner.
• Communications: enquiries, emails, messages, survey responses and feedback, and the notes our Sleep Specialists make during your consultation so that we can continue to serve you. We do not record showroom conversations.
• Website and device information: your IP address, browser type, pages visited, time spent on the site, referring website, and information collected by cookies and similar technologies.
• Showroom security footage: images captured by security cameras at our showrooms and manufacturing facility.

3. Health information

Health information is sensitive information under the Privacy Act and receives a higher level of protection. We collect it only with your consent, and only so that our Sleep Specialists can recommend a mattress suited to your needs or assess a warranty claim.

You are never required to share health information with us. We do not use it for marketing and we do not disclose it to third parties, other than where required by law.

4. How we collect your information

We collect personal information directly from you when you visit a showroom, speak with a Sleep Specialist, place an order, complete a form on our website, subscribe to our newsletter, enter a competition, lodge a warranty claim, or contact us by phone, email or social media.

We may also receive information about you from third parties, such as interior designers or other partners who refer you to us with your agreement, delivery providers, payment providers, and advertising and analytics platforms.

Where practicable, you may browse our website or make a general enquiry without identifying yourself. To purchase, deliver and guarantee a mattress, we will need your name and contact details.

5. How we use your information

We use your personal information to:

• respond to your enquiries and provide Sleep Specialist consultations
• process, manufacture, deliver and invoice your order
• administer your 21-year guarantee and assess warranty claims
• provide customer service and after-care
• send you information about our mattresses, private events and services, where you have agreed or where the law otherwise permits
• administer competitions, promotions and surveys
• improve our website, products and service
• maintain the security of our showrooms, systems and website
• comply with our legal obligations.

We do not use your information for any other purpose unless you consent, or the law permits or requires it.

6. Cookies, analytics and advertising

Our website uses cookies and similar technologies to operate the site, understand how visitors use it, and show you relevant content. These include Google Analytics, Google Ads, Meta Pixel and HubSpot.

These tools may collect information about your visit and, in some cases, connect it with information you have given us. We may also share your name, email address or phone number with Google and Meta, in a secure and encoded (hashed) form, so that we can show relevant content to you and to people with similar interests on those platforms. We never share health information or consultation notes for this purpose. You may ask us to exclude your details from this activity at any time by contacting us.

You can manage cookies through our cookie settings or your browser, and opt out of Google Analytics at tools.google.com/dlpage/gaoptout. Disabling cookies may affect how parts of our website function.

7. Who we share your information with

We do not sell, rent or trade your personal information.

We share personal information only where needed to serve you, with:

• delivery and logistics providers
• payment processors, and Afterpay and Zip where you choose to pay with them (each handles your information under its own privacy policy)
• providers of our customer relationship management, email, accounting, website, cloud storage and analytics systems
• marketing and advertising service providers
• our professional advisers, such as accountants, auditors and lawyers
• government agencies, courts or regulators, where required or authorised by law.

We require these parties to handle your information securely and only for the purpose for which we provided it.

8. Overseas disclosure

Some of the service providers we use store or process information outside Australia, principally in the United States, and may also do so in [Ireland, the European Union, Singapore — confirm against provider terms]. We take reasonable steps to ensure these providers handle your information in a manner consistent with the Australian Privacy Principles.

9. Marketing communications

With your consent, or where permitted by the Spam Act 2003 (Cth), we may send you news, product information and invitations to private events by email, SMS, phone or post.

Every message we send identifies Latex Mattress Australia and includes a simple way to unsubscribe. You may also opt out at any time by contacting us. We will action your request within five business days, and you will continue to receive messages essential to your order or guarantee.

10. How we protect and retain your information

We hold personal information in secure electronic systems and, in limited cases, in hard copy at our premises. We protect it with access controls, password protection, encrypted connections (TLS) and staff training.

Payments are processed by our payment providers. We do not store your full card details.

We retain your information while it is needed for the purposes in this policy, including for the life of your 21-year guarantee, and as required by law. When it is no longer needed, we securely destroy or de-identify it. We retain customer records for the life of your guarantee plus seven years, and enquiry records for three years after our last contact with you. Security footage is retained for 30 days unless required to investigate an incident.

11. Data breaches

If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

12. Automated decisions

We do not use computer programs to make decisions about you that significantly affect your rights or interests. Every recommendation and decision about your purchase or warranty is made by a member of our team.

13. Accessing and correcting your information

You may request access to the personal information we hold about you, or ask us to correct it. We will respond within 30 days. In limited circumstances permitted by law we may decline a request, and if so we will explain why in writing.

We do not charge for a request. Where a request is complex or voluminous, we may charge a reasonable fee for providing access, and we will advise you of it beforehand.

14. Complaints

If you have a concern about how we have handled your personal information, please contact our Privacy Officer using the details below. We will acknowledge your complaint within five business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

15. Changes to this policy

We may update this policy from time to time. The current version will always be published on this page, with the date it was last updated.

16. Contact us

Privacy Officer Latex Mattress Australia 4 Barrinia Street, Springwood QLD 4127 Email: admin@latexmattress.com.au Phone: +61 7 3299 3000 www.latexmattress.com.au