Warranty

    At Latex Bedding Co, our core values revolve around transparency and customer satisfaction. In a market where many companies tend to emphasise what their warranties do not cover, we take a different approach by focusing on how we can be of assistance to you.

    When you invest in a product from Latex Bedding Co, rest assured that it comes with a comprehensive guarantee that addresses both material and manufacturing defects. This guarantee becomes effective from the very moment of purchase. Should you encounter any issues, we maintain the prerogative to rectify the situation by replacing the faulty product. Our commitment lies in ensuring your contentment with our services.

    Our mattresses are designed to meet the exacting standards of ISO 3385. This stringent benchmark dictates that they can experience a mere 5% height loss after undergoing 60,000 rolls from a 140kg roller. This simulation equates to the average decade of usage. For instance, if a 22cm mattress manifests an indentation exceeding 11mm within the actual latex over 25 years, we stand ready to replace it. Moreover, any costs associated with the replacement’s transportation will be borne by us.

    However, it’s important to note that our warranty excludes coverage for the following instances:

    1. Faults stem from improper treatment, encompassing actions like the exertion of force, overloading, or alterations carried out by the customer.
    2. Faults are caused by ordinary wear and tear, which extends to matters involving mattress covers.

    If you encounter any problems or have any concerns, please don’t hesitate to contact us. We strive to have 100% raving fans and happy customers, and we value your satisfaction above all else.

    6 Month Home Trial

    How does it work?

    • You have the option to incorporate a latex topper, which adds a plush and softer feel to your sleeping surface. Should you decide that a different mattress would better meet your needs, we gladly offer the opportunity to switch to another model, with the price difference adjusted accordingly (either an increase or a decrease).
    • Please note that a nominal fee of $200, covering delivery and pick-up, applies to this service. However, we are confident that once you experience the exceptional comfort of our products, you’ll find it difficult to part with them. 
    • With King size, we can create a unique mattress tailored to your specific needs. By dividing the mattress into two sections, we can accommodate the preferences of both individuals sharing the bed. One side can be designed to provide a softer feel, while the other half can offer a firmer level of support. This customisation ensures that each person enjoys their preferred comfort level, creating a harmonious sleeping environment for all.
    • We kindly request that you retain any sheets and pillows you have purchased at a discounted price during the trial period. Our expectation is that the mattress will be returned to us in a clean and well-maintained condition. To assist with maintaining cleanliness, we highly recommend utilising a mattress protector, which not only provides excellent protection but also comes with an impressive warranty.
    • Moreover, our mattresses are equipped with a convenient zip-off washable cover, offering added convenience and ease of cleaning. This feature ensures that you can effortlessly maintain the hygiene and freshness of your mattress for years to come.
    • We are here to address any concerns or queries you may have. Your satisfaction is of utmost importance to us, so please don’t hesitate to reach out to our team if you have any questions or require assistance.
    • If you are delighted with your experience and our product, we would greatly appreciate it if you could share your positive feedback with your friends and consider posting a review on Google or the Product Review website. Your support and recommendations are invaluable to us, and we sincerely thank you for helping us spread the word about our exceptional offerings.
    • When you are content and sleeping comfortably, please write it on the product review website.

    Our goal is to turn our customers into enthusiastic advocates who can’t help but spread the word about our exceptional products. We firmly believe that if a customer isn’t delighted with our beds, they shouldn’t have to spend a night on them. To demonstrate our confidence in our product, we offer a 6-month in-home trial on all our beds.

    Returns & Exchanges

    What is your Returns and Exchange policy?

    We hope you will be happy with your purchase but if it is found to be unsuitable, you may exchange your purchase subject to our discretion.

    All returned items must be in original undamaged condition and contained within the original packaging.

    If you have purchased a mattress from Latex Bedding Company, the 180-day comfort guarantee applies. All delivery and incidental charges to return the item or deliver the new item are the customer’s responsibility and Latex Bedding Company delivery fees will not be refunded.

    Can I change my order?

    If you find that for any reason you need to change an item in your order, please call us on 02 9436 4870. Once an order has already been processed and dispatched from our warehouse, we, unfortunately, cannot cancel or vary it. You will then need to follow our Returns and Exchange procedures.

    How do I return my order?

    To confirm that your purchase qualifies for a return, please contact us at 02 9436 4870 or email us at crowsnest@latexbeddingco.com.au with your name, original order number and the item you are returning.

    If we are satisfied with your claim, and once the item is back at our warehouse, we will arrange for delivery of the replacement item. All delivery and incidental charges to return the item or deliver the new item are the customer’s responsibility and Latex Bedding Company delivery fees will not be refunded.

    What is the 180-day Comfort Guarantee?

    When you purchase a mattress from Latex Bedding Company, you’ll have 180 nights to make sure that you’re 100% comfortable. We recommend that you allow a minimum of 14 days for your body to adjust to your new mattress to suit your personal individual preference.

    If you decide to exchange your mattress within the 180-day trial period, simply contact us by email or phone us on 02 9436 4870 and we will gladly exchange your mattress for you. See our terms and conditions below for more details.

    180-day trial Terms and Conditions

    To adequately assess if the bed is suitable to your requirements, we require you to sleep on the bed for 14 days. You must contact us at 02 9436 4870 or email us at crowsnest@latexbeddingco.com.au within the 180 days for a replacement recommendation. Please include your name, original order number and the item you are returning, and the replacement item required.

    •  We will arrange for your bed to be collected and your replacement to be delivered.
    •  You are responsible for delivery charges of the replacement mattress and the return of the initial purchase back to the Latex Bedding Company warehouse (minimum $95 delivery fee).
    • All returned items must be in original condition and the packaging must be kept for transport purposes.
    • The 180-day trial is void if the product is altered, broken, damaged, soiled or stained.
    • Your mattress/bed can be exchanged for any product of equal or greater value than your original purchase.
    • The 180-day Guarantee does not apply to mattress size changes.
    • Pillows, accessory items and furniture are not included in the Trial Guarantee.
    • The 180-day Guarantee period begins the day you receive your mattress.
    • You may exchange your mattress or base once only within the trial period.
    • All exchanges and cancellations are subject to Latex Bedding Company approval.
    • Manufactures Warranty Every Latex Bedding Company mattress comes with a minimum 25-year manufacturer warranty. Full warranty details are available with your product on the product page or simply call us on 02 9436 4870 to discuss your warranty options.

    What happens if my goods are damaged on delivery?

    At Latex Bedding Company, we take great pride in the quality of our mattresses and bedding products. Due to the distances that many items are couriered, damages may be incurred from time to time. Every item is carefully inspected before leaving our warehouse. We encourage you to do the same upon receipt of your purchase.

    In the unlikely event that an item is found to be damaged or defective on receipt, please contact us at 02 9436 4870 within 24 hours. We will replace any item that is found to be defective at the time of delivery. Alternatively, we will refund the total cost of your order, including delivery and return charges after inspection of the damaged or defective item.

    All damages to the items MUST be notified in writing with accompanying photos of the damages, within 7 days of delivery, to crowsnest@latexbeddingco.com.au. A customer service agent will manage the replacement of this item as soon as is logistically possible.

    Complaints

    If you are not satisfied with the level of service you receive, please let us know by contacting us at 02 9436 4870 or emailing us at crowsnest@latexbeddingco.com.au

    Your complaint will be acknowledged and dealt with fairly, confidentially and effectively. You will be kept fully informed of all progress made.

    Care Instructions

    Bedroom Ventilation:

    Ensuring proper ventilation in your bedroom is essential for maintaining a healthy and pleasant environment, both for yourself and your mattress. Closed wardrobe beds or high humidity can lead to damp stains, such as mildew, which are not covered under the guarantee.

    Airing the Mattress:

    Our Revor mattresses are crafted using soft, natural materials that benefit from regular airing. If you choose to cover the mattress with bedding, it is important to use bedding that allows air and moisture to pass through. Please note that new Revor mattresses may have a slight inherent natural latex odour, which will dissipate within a few days of airing and is harmless.

    Mattress Rotation:

    We recommend periodically rotating your mattress to promote even wear and help the materials recover. Turning the mattress annually will assist in maintaining optimal sleeping comfort for an extended period.

    Changes in Shape and Size:

    Due to the nature of the soft materials used in the core and upholstery of Revor mattresses, slight variations in width, length, and height may occur during storage, transportation, and use. These changes will not impact the sleeping comfort or quality of the mattress and do not qualify as grounds for a guarantee claim.

    Cleaning:

     All covers of Revor mattresses can be dry cleaned unless specified as washable. It is essential to follow the textile instructions, indicated on the label, when cleaning. We cannot assume any guaranteed liability for incorrect washing or cleaning. We recommend cleaning your mattress cover at least once a year.

    UV Exposure:

    It is crucial to avoid exposing the latex core of your mattress to UV light, including daylight or sunlight, as it accelerates the aging process. Mattresses exposed to UV light are not covered under the guarantee.

    European flexible Slatted Bedbase

    Slats:

    The flexibility of the slats significantly contributes to your sleeping comfort. To maintain their optimal performance, it is important to avoid applying unusual loads, such as standing or jumping on the bed base. Please note that damage caused by improper use, such as standing or jumping, is not covered by the guarantee. The slats consist of multiple beech-wood laminates, which, being a natural and living material, may undergo slight changes during use. This is a normal occurrence and does not qualify as a guaranteed claim.

    Cleaning:

    The slatted bed bases require no special care. Occasional removal of dust can be done using a dry cloth.