Returns, Refunds and Guarantees
Returns, Refunds and Guarantee
For 70 years, Latex Mattress Australia has handcrafted every mattress to order in our Springwood manufacturing facility. This page explains our returns policy, how refunds work, and the guarantees that stand behind every purchase.
1. Your rights under the Australian Consumer Law
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.
In practice:
- A major failure is a serious problem, for example where a product is unsafe, is significantly different from its description, or would not have been bought by a reasonable customer who knew of the problem. You may choose a refund or a replacement.
- A minor failure is a problem that can be fixed within a reasonable time. We will choose whether to repair or replace the product.
Nothing on this page, in our Terms and Conditions or in our guarantees limits these rights.
2. Returns
Every Latex Mattress Australia mattress and topper is made to order for you, and many are custom-sized. For this reason, we do not accept returns or offer refunds for change of mind, on any product. This includes a change in comfort preference, firmness, sleeping temperature or size once an order is placed.
This policy does not affect your rights under the Australian Consumer Law. If a product is faulty, damaged or not as described, section 3 applies.
We invite you to take your time before you order. Visit a showroom in Springwood, Mosman or Armadale, or speak with a Sleep Specialist, who will help you choose the right mattress with confidence.
3. Faulty, damaged or incorrect products
If a product is faulty, damaged or not what you ordered, please contact us with your original invoice, a description of the concern and photographs.
- Mattresses: we assess claims under our mattress guarantee, starting with an inspection of the mattress in your home. Where a fault is confirmed and the mattress needs to come to our manufacturing facility, we arrange and cover its collection and return.
- Toppers and other products: we assess claims from your photographs first. Where an inspection is needed, the product is sent to our Springwood manufacturing facility using transport we arrange. If a fault is confirmed, we cover transport both ways.
- Incorrect items: if we have supplied the wrong product or size, we will arrange the correct product at no cost to you.
If no fault is found and you would like the product assessed further, transport is at your cost, and we will confirm the amount with you beforehand.
4. Delivery and inspection on delivery
Please inspect your order when it arrives. Report any visible damage in transit within 24 hours of delivery, with photographs, so that we can resolve it quickly with our delivery partner. This timeframe does not limit your rights under the Australian Consumer Law for faults found later.
Please let us know before the delivery day if you are unable to accept delivery. If a delivery cannot be completed because no one is available or access is not possible, a redelivery fee applies.
Toppers include complimentary delivery Australia-wide. Delivery charges for other products are shown at checkout or on your quote.
5. Orders, payment and cancellations
Every Latex Mattress Australia mattress is made to order. Your order is confirmed when we receive full payment and send your order confirmation. Please check your order carefully before you pay, including the model, size and any custom dimensions.
We do not accept cancellations or offer refunds for change of mind once your order is confirmed. Where possible, we may agree to a change of size or model before production begins, and any price difference will apply. This does not affect your rights under the Australian Consumer Law, including where we are unable to supply your order.
We will tell you when production begins and when your order is ready.
6. Collection and storage of completed orders
We will contact you when your order is ready. Please arrange delivery or collection within 60 days of that notice, during which storage is complimentary. After 60 days, storage is charged at $15 per item per week and is payable before release. If an order remains uncollected, we will contact you in writing before taking any further step, in accordance with Queensland law.
7. Pricing
The price that applies to your order is the price at the time your order is placed. We do not adjust the price of an order already placed if pricing changes or a promotion begins afterwards.
8. Bedding, pillows and hygiene
For health and hygiene reasons, pillows, protectors, sheet sets, linen, covers and cot and bassinet mattresses cannot be returned once unsealed or used, except where they are faulty. We are unable to inspect or handle products that are soiled or unhygienic, so please use a mattress protector from the first night.
9. Complimentary items
Complimentary items supplied with a purchase are not exchangeable for cash or for a different item. If a complimentary item is faulty, please contact us and we will assess it under section 3.
10. Our guarantees
In addition to your rights under the Australian Consumer Law, we provide the following guarantees against defects. Full terms, including what is covered and how to claim, are on each guarantee page.
| Product | Residential use | Commercial use |
|---|---|---|
| Pure Support, Pure Comfort, Pure Indulgence and Pure Luxury mattresses | 21 years | 10 years |
| Custom latex mattresses | 10 years | 10 years |
| Natural Latex Topper | 10 years | 10 years |
| Glide Adjustable Base | 10 years on the frame and electrics; 2 years on the remote | 10 years on the frame and electrics; 2 years on the remote |
Read the full mattress guarantee, topper guarantee and adjustable base guarantee.
Each guarantee applies to the original purchaser only. Your original invoice is required for every claim, so please keep it in a safe place.
11. How refunds are paid
Where you are entitled to a refund, we will refund the price paid, including any delivery charge for that product, to your original payment method within [10] business days of approving it. Purchases made with Afterpay or Zip are refunded through that provider.
12. Contact us
To make a claim or ask a question, contact us at admin@latexmattress.com.au or +61 7 3299 3000.
LMFC Pty Ltd as trustee for The Results Unit Trust (ABN 21 809 240 642), trading as Latex Mattress Australia
4 Barrinia Street, Springwood QLD 4127