Our 21 Year Guarantee

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At Latex Mattress Australia we stand behind each and every mattress we hand craft, by providing a revolutionary 21 year guarantee. This gives you the peace of mind that your mattress will be as comfortable and supportive as the day you purchased it.  

 

21 Year Full Mattress Guarantee Terms and Conditions:

Latex Mattress Australia offers a full 21 year guarantee which covers faulty workmanship and materials, from date of purchase (original purchaser only) for our range of mattresses including:

  • Pure Support
  • Pure Comfort
  • Pure Indulgence 
  • Pure Luxury (Discontinued Product)
  • Pure Premium (Discontinued Product)

21 Year Pro-rata Mattress Guarantee Terms and Conditions:

For the below mattresses, we offer a pro-rata 21 year guarantee which covers the full replacement cost of the mattress for 10 years from date of purchase. 

  • Pure Trio
  • Custom – one sided mattress

During years 11-21 of the guarantee, Latex Mattress Australia will, at its option, replace the mattress at a prorated charge to the purchaser in addition to transportation and/or shipping charges. The prorated replacement charged will be dependent on the year that the Mattress is replaced.

If the Mattress is replaced during the eleventh (11th) year, the prorated replacement charge the purchaser pays will be fifty (50) percent of the original purchase price. If the Mattress is replaced after the eleventh (11th) year, but before the twenty-first (21st) year, the prorated replacement charge the purchaser pays will increase by five (5) percent for each subsequent year of the prorated period (i.e. 55% of the original purchase price if replaced during year twelve (12); 60% of the original purchase price if replaced during year thirteen (13), etc. 

 

Mattress Guarantee General Terms and Conditions: 

Latex Mattress Australia, if satisfied that materials or workmanship is faulty (allowing for fair wear and tear), will repair or replace at our option with no charge for materials or labour. There is no guarantee that matching materials will be available at time of repair or replacement. Latex Mattress Australia reserves the right to substitute material of equal quality. The company policy is not to give refunds, but to replace the goods; this is at the discretion of management.

Please note that small indentations are normal on the surface of any new mattress whilst the upholstery filling is leveling to the final position and getting used to your body contours. This does not constitute a manufacturing fault and does not mean the latex underneath has indented. A small height loss is considered normal for quilted covers.

The care instructions should be followed carefully as they can extend the life of your latex mattress. You can view our care instructions in full here. 

To make a guarantee claim, it will be necessary for the mattress to be returned to the Latex Mattress Australia factory for inspection. Proof of purchase will also be required.

TRANSPORTATION CHARGES WILL NOT BE ACCEPTED WITHOUT PRIOR CONSENT FROM LATEX MATTRESS AUSTRALIA AND THE ISSUANCE OF A RETURN CLAIMS NUMBER. 

Latex Mattress Australia will not handle or process any goods returned in an unsanitary condition.

Please remember that it takes up to 30 days for your body to adjust to the feel and support of a new sleep system.

Exclusions

This guarantee does not cover:

  • Body impressions in the upholstered covers. Small indentations are normal on the surface of any new mattress whilst the upholstery filling is leveling to a final position and getting used to your body contours. This does not constitute a manufacturing fault and this does not mean that the latex underneath has indented. A height loss is considered normal for the upholstered and tufted covers.
  • Mattress or base damage due to abuse.
  • Comfort preference.
  • Covers including stains, soiling or burns.
  • The mattress if used on a slat type foundation, where the slats are more than 130mm apart.
  • Solid panel timber bases must have sufficient air holes drilled to permit dispersal of moisture and prevent mildew.

This guarantee is void if any of the labels are removed. The labels serve as a means of identification to establish your guarantee rights. Latex Mattress Australia will not handle or process any goods returned in an unsanitary condition.

Please remember that it takes up to 30 days for your body to adjust to the feel and support of a new sleep system.