Terms and Conditions

This page and related documents provide a comprehensive overview of the terms and conditions governing the supply of products listed on our website, www.latexsense.co.uk (referred to as "our site"), to you. To place an order, read and understand our terms and conditions carefully, giving explicit consent. Print a copy for records.

Acceptance of Terms

By clicking the checkbox marked "I Accept" on our checkout page, you confirm your acceptance of these terms and conditions. The "I Accept" button signifies the finalisation of the sale contract, and refusing to accept these terms will prevent you from placing an order on our site.

Statutory Rights

The terms and conditions do NOT impact your consumer rights, and we appreciate your prompt acceptance and thank you for choosing to shop with us.

1 Website Operator

This website is operated by Yanis Foams and Mattresses Ltd, with registered office Unit 19-20 Hayleys Manor, Upland Road, Epping, CM16 6PQ, UK, Company Registration Number 4788446, VAT Registration Number 814893014. The trading address, which is also our showroom location, is 108 Chase Side, London, N14 5PH. Our factory is located at Unit 19-20 Hayleys Manor, Upland Road, Epping, CM16 6PQ.

2 Overview

The website is accurate and regularly updated, but we reserve the right to make content modifications or suspend access. We disclaim responsibility for outdated content and may alter terms and conditions for products purchased, affecting all orders placed after the revised terms are posted.

3 Privacy Policy

Last updated: 28 February 2024

4 Our Approach to Privacy

4.1 www.latexsense.co.uk is a website and a mobile application (all together our “platform”) owned and operated by Yanis Foams and Mattresses Ltd of 108 Chase Side, London, N14 5PH (Company Number 04788446) (“we”, “our”, “us”). We are committed to protecting and respecting your privacy in accordance with the applicable general data protection legislation, the Data Protection Act 2018 (the "General Data Protection Legislation"). This privacy policy (the “Privacy Policy”) sets out how we collect, use, and share information that identifies you or is associated with you (the “Personal Data”).

4.2 We are the Data Controller for your personal data, adhering to GDPR. For inquiries, contact our Data Privacy Manager at sales@latexsense.co.uk, or use the information provided in Section 11.

4.2.1 For the purpose of these Terms and Conditions:

“Data Protection Laws” refer to any applicable laws relating to processing Personal Data, including but not limited to the GDPR; and
“GDPR” refers to the UK General Data Protection Regulation;
“Data Controller”, “Personal Data”, and “Processing” are the same as outlined in the GDPR;

4.2.2 We are the Data Controller of the Personal Data we Gather and Process in providing the Goods to you.

4.2.3 The Data Controller is responsible for the Personal Data collected and processed.

4.2.4 The obligations imposed by the Data Protection Laws in relation to your Personal Data include:

identifying the purposes of data collection;
processing only for the identified purposes;
respecting personal data rights; and
implementing technical and organisational security measures.

4.3 We adhere closely to guidelines known as "Data Protection Principles''. We certify that ''Consumer Data'' is handled transparently, fairly, and compliantly.

4.4 The Consumer Data is Used to:

achieve specific objectives in a suitable, appropriate, and limited manner;
ensure safeguarding against unauthorised or illegal processing and accessibility;
protect against loss or harm, and
for as long as it is required.

4.5 We may gather information from credit reference, fraud, and crime prevention organisations if your account is suspected of fraudulent activity, as permitted by law.

4.6 Online Service Usage Data Collection:

platform usage data, including visits, time spent, exits, and decisions made;
electronic device information, such as type, operating system, browser, and applications; and
IP address, mobile network, Internet service provider, telephone number.

4.7 Users' device data is linked to their platform usage, and their information can be used anonymously for specific purposes. Such as:

IT System Testing and Product Development;
research and data analysis;
platform improvement;
displaying popular or location-based purchases.

4.8 Our platform, www.latexsense.co.uk, collects location information voluntarily from users and from other visitors, providing approximate city, state, or country details. They display catalogue images on a map without revealing personal data.

4.9 Our website uses cookies for shopping information storage and access, with users modifying preferences and blocking them in browser settings. Most browsers enable cookies. For inquiries, contact the Privacy Manager at sales@latexsense.co.uk or write to 108 Chase Side, London, N14 5PH, Attn: Privacy Manager. Our Cookies Policy may be periodically updated, so check back regularly.

Last updated: 12 May 2024

5 How We Collect Personal Data About You

5.1 User personal data is obtained through voluntary information submissions like registration, log-in, feedback, product reviews, competition entries, correspondence, purchases, email subscriptions, and survey responses.

5.2 Personal Data Collection Categories are:

your contact details, name, phone number, email address, and account-related addresses;
your profile data and any additional information provided to a service profile.

5.3 Latexsense.co.uk actively seeks feedback and comments on its services, reviews, feedback, surveys, competitions, and promotions to enhance its network and offerings.

5.4 Latexsense.co.uk maintains records of purchases and payment methods, but does not store credit or debit card details.

5.5 Your preferences refer to the settings you set for the display of information, alerts, and messaging on the platform.

5.6 User product information is gathered through various channels like viewing showrooms, adding items to your basket, or saving them to your Wishlist.

6 How We Use Your Information

6.1 We process personal data with consent, contract, legal, and legitimate interests, ensuring Data Protection Rights are not overridden by our legitimate interests.

6.2 Latexsense.co.uk will use profile information and contact details to:

communicate directly with users via phone, SMS, or email;
send similar product/service information based on user's marketing preferences;
prroviding services and user engagement through the'my preference' feature.

6.3 Latexsense.co.uk utilises users' data to:

respond to queries and issues through customised messages;
identify similar products and services through user comments and opinions;
process payment and transaction data for purchase processing;
send reminders and provide further details through browsing information;
communicate about their purchases based on their preference, which can be adjusted through profile page functionality;
present online services based on device usage and connection information;
collect and track geographic approximate location for relevant content;
monitor and improve the platform and our procedures and processes; and
help us develop new products and services.

7 Information We Share With Third Parties

7.1 The company ensures data protection by sharing it with consent, contract requirements, legal requirements, and legitimate interests. Third parties, including service providers and platforms, must ensure security and comply with privacy policies. Users can share information with others using'my preference' functions.

8 Marketing and Advertising

8.1 The marketing and notifications policy allows us to contact you via email, send notifications about purchases, orders, and service changes, display advertisements, collect information about your usage, and use cookies to recognise your device or email address.

9 Storing and Transferring Your Personal Data

9.1 The European Commission's standard for data protection uses contractual clauses, while international data transfers must be securely treated. We will securely store and maintain your information to meet business objectives and comply with legal requirements.

10 Changes to Privacy Policy

10.1 Regular review ensures users are informed about collected, used, and shared information, with legal notices, opt-out options, and transparency requirements. Contact sales@latexsense.co.uk for inquiries.

11 How to Contact Us

11.1 To address any order or terms and conditions, or if you require further advice, please email sales@latexsense.co.uk, call us at 0208 450 7662, or inquire HERE. Letters can be posted to Latex Sense, 108 Chase Side, London, N14 5PH.

12 Purchase and Payment

12.1 Orders must be paid in full at placement, collected from debit or credit card details, and prices are in British pounds, including VAT. Third-party security checks may result in cancellation or hold.

12.2 We will notify you via email once we receive full payment for each order, including delivery costs, and only then will we accept your order.

12.3 We reserve the right to decline orders before acceptance and refund any payments made to the original payment card used.

13 Prices

13.1 Our procedures ensure price verification, charging lower prices when the correct price is less than the listed price, and rejecting purchases if the actual cost is greater.

14 Description of Goods

14.1 The buyer must confirm the goods' description in the confirmation email, verify if the sizes provided match their order, and ensure the goods fit the delivery address.

14.2 Standard bed and mattress sizes, such as 90/190cm single, 135/190cm double, 150/200cm king, and 180/200 cm super king, refer to the sleeping surface, so buyer should check overall dimensions.

14.3 Manufacturing tolerances on mattress and topper sizes are:

+/- 20mm–30mm on length and width, +/- 5mm on thickness from 0–10cm
+/- 20mm–30mm on length and width, +/- 10mm on thickness from 15cm–25cm
+/- 5% are within manufacturing limits in the variations in density of the foams

14.4 All quoted sizes are for the finished product, a mattress or topper core with the cover, and variance in size is normal and not a fault.

14.5 The Talalay manufacturing process cannot produce a single block of 100% Talalay latex, resulting in mattresses with multiple layers bonded together.

14.6 Yanis Foams and Mattresses Ltd reserves the right to modify product specifications

14.7 Website images are for illustrative purposes, not part of the order or contract. The examples are as follows:

Lamps, bed covers, pictures, and headboards (unless previously mentioned in the product description).
Pictures and diagrams.
The colour, texture, pinholes, and edging of the actual product may appear different.

15 Finance Options

15.1 Consumer Finance on Latex Sense Website is organised and administered jointly by Yanis Foams and Mattresses Ltd and Klarna.

15.2 We act as a credit intermediary and offer credit products from Klarna.

15.2.1 Interest-free finance option is available for purchases made through our website and is applicable to any order over £400.00, including VAT.

15.2.2 Finance only applies to purchases made on www.latexsense.co.uk, and credit is provided, subject to age and status. Applicants should:

be at least 18 years of age;
be a permanent UK resident and able to provide a 3-year address history;
be employed or retired and receive a gross annual income of at least £10,000;
have a good credit history; and
have a debit or credit card.

15.2.3 Acceptance of an application does not guarantee acceptance; if approved and verified, a deposit must be made via credit or debit card, and identity proof may be required post-approval.

15.2.4 Applicants are advised to retain a copy of the Terms and Conditions and invoice for their records, along with all financing application-related documents.

15.2.5 Consumer finance on the Latex Sense website does not apply to the purchase of used, refurbished, or demonstration equipment.

15.2.6 Yanis Foams and Mattresses Ltd is not liable for credit analysis or contractual obligations, and all inquiries should be directed to Klarna in writing.

15.2.7 The terms stipulate that any provision found to be unlawful, void, or unenforceable is severable and does not affect the validity or enforceability of the remaining provisions.

15.2.8 Yanis Foams and Mattresses Ltd reserves the right to change these Terms and Conditions at any time.

15.3 How do I Pay Using Finance?

15.3.1 To access our finance packages, simply add your desired product to your basket and proceed to checkout, providing delivery details:

you can pay via finance on the Klarna website, which will then process your request, and your order will be passed on to Latex Sense for dispatch;
purchases require a deposit of 10%, 20%, or 50% of the total price, with an example of a credit purchase provided HERE; and
monthly repayments will be made through direct debit from your selected bank account.

15.4 Can I Pay Off My Loan Early?

15.4.1 Yes, please contact KLARNA directly at 0333 321 6080 in order to make additional payments. Please note that interest rates will be adjusted accordingly.

15.4.2 Dekopay, in partnership with Klarna UK Ltd, offers consumer credit services licensed by The Office of Fair Trading (Consumer Credit Licence: 0616240). For more information, visit their website, www.dekopay.com.

15.4.3 Klarna UK Ltd is authorised by the Prudential Regulation Authority, regulated by the Financial Conduct Authority and Prudential Regulation Authority, and licensed by the Office of Fair Trading. For more information, please visit http://www.klarna.com or live chat in the app. Their team can be contacted at 0203 005 0834 or 0333 321 6080 between the hours of 9am and 6pm, Monday through Saturday.

16 Delivery

16.1 Our UK-made mattresses are expertly crafted by our team, with delivery typically within the estimated timeframes, though some postcodes may experience longer delivery times due to supply logistics. All goods are delivered:

FREE of charge to the UK mainland, Scotland, and Northern Ireland.
Deliveries to remote areas and postcodes may incur a surcharge; please contact our customer service for more details HERE.

16.2 Delivery to the UK mainland takes 2–3 weeks.

Delivery is fulfilled on a 2-person premium home service and carried out by our partners, Pinnacle Storage Solutions or Empire Delivery Company.

16.3 Delivery to Scotland and the Highlands will take 3–4 weeks.

Delivery to Scotland and the Highlands is completed by the Executive Home Delivery Company on a 2-person premium home service.

16.4 Delivery of Latex Coir and Latex Dual Coir Mattresses

Due to the nature of the coconut coir fibre, Latex Coir and Latex Dual Coir Mattress cannot be compacted or rolled, so they are delivered flat and in a full-size box; therefore, they are explicitly handled by a two-man delivery crew.

16.5 Delivery process is as follows:

We will ship the mattress with our appointed delivery carrier, who will contact you directly to book a delivery date.
The carrier will propose a delivery date via email, text, or call, and if accepted, they will arrange the delivery, confirming morning or afternoon delivery.
The carrier will confirm delivery the night before and provide a 3-hour delivery window the following day via text or email.
The 2-man crew will call you when en route to confirm their anticipated time of arrival.
The crew will take the mattress to your room of choice, unpack it, and place it on the bed for you. The box and all packaging will be lifted upon departure.
Delivery is executed in a professional and timely manner.

16.6 Standard delivery with DPD can be arranged for single-size orders; delivery is faster and will take 4-5 days. Deliveries take place between 8am - 8pm.

Unless time is of the essence, we strongly advise our customers to opt for a 2-man delivery of single-size mattresses. Please note that larger mattress sizes are heavy and require two men for handling.

16.7 Standard courier deliveries are carried out as follows:

DPD Local provides a one-man service to the building's front door, with the driver's discretion to transport the box to the property.
Once the mattress is shipped, you will receive an automatic dispatch email notification with tracking details.
Subsequently, DPD will send you an email and text notification on the delivery date with a one-hour time slot for delivery.
If you prefer the mattress to be delivered to a room of your choice, you need to opt for two-man delivery.

16.8 Old mattress disposal

We advise against disposing of your old mattress before the delivery of your new one, as delivery dates and timeframes are not guaranteed. We offer old mattress disposal. "Select 2-Man Delivery and Add Disposal Service"

Charge £60 per piece.
Old mattress collected upon new delivery.
Only available with two-man delivery option.
A UK-based specialist recycling center responsibly recycles old mattresses.

16.9 Delivery of toppers and pillows to the UK Mainland and Scotland are fulfilled by DPD; it is a standard one-man service and takes 2-4 days. Deliveries take place between 8am - 8pm.

DPD Local provides a one-man service to the building's front door, with the driver's discretion to transport the box to the property.
Once the topper is shipped, you will receive an automatic dispatch email notification with tracking details.
Subsequently, DPD will send you an email and text notification on the delivery date with a one-hour time slot for delivery.
Your order will be dispatched automatically. Use the options on the DPD tracking link to adjust the date or specify instructions if the current date is not convenient.
If you prefer the topper to be delivered to a room of your choice, you need to arrange a two-man delivery; the service is subject to a delivery charge. This service will take between 3 and 4 weeks. Please contact us for quotes here HERE
Delivery outside the UK is available upon request and will incur delivery charges. Please contact us for further details HERE

17 Cancellation and Returns Policy

17.1 Consumers have special rights when shopping from home under the Consumer Protection (Distance Selling) Regulations 2000, Consumer Contracts Regulations 2013, and Consumer Rights Act 2015. You may cancel your order within 14 days of receiving your purchase.

17.2 Full details on your rights under the legislation can be viewed at the following sites:

http://www.opsi.gov.uk/si/si2000/20002334.htm

http://www.opsi.gov.uk/si/si2005/20050689.htm

https://www.citizensadvice.org.uk/Global/CitizensAdvice/campaigns/cra/ConsumerRightsSummary-GoodsOL.pdf

17.3 To cancel an order, you must inform us in writing. Notification by telephone is not sufficient. Please refer to the below:

Order cancellations necessitate the return of goods in their original packaging and condition, with the customer responsible for maintaining them while in their possession.
Returning goods with defects or damage will result in withheld refunds, with 14-day notice period to explain the refusal. The goods will be retained for 30 days for inspection, and option to destroy or return at purchaser's expense.
UK customers can return intact items FREE of charge, and we can arrange collection on your behalf. Customers outside the UK are responsible for arranging the return at their own cost and using their courier.
Packages must be clearly marked with the NAME, POSTCODE, and ORDER NUMBER.

17.4 Exemptions to the Distance Selling Regulations

17.4.1 Orders for custom-made, customised, or due to nature of the specific products are not eligible for refunds or covered by distant selling regulations, but statutory rights apply if goods are faulty or not as described. These include:

Bespoke and custom-made mattresses and mattress toppers made to order to customers own specifications cannot be cancelled, returned, or exchanged once the order has been received by us;
Dunlopillo beds and headboards are made to order to customers own specifications by a third-party manufacturer, and therefore orders for beds and headboards cannot be cancelled, returned, or exchanged once the order has been manufactured;
Dunlopillo mattresses cannot be returned if the packaging has been unsealed and the product has been used, unless it is faulty.

17.4.2 Unsealed pillows are exempt from the statutory cooling-off period under Distance Selling Regulations due to their intimate nature. They are considered used and cannot be returned for reasons other than manufacturing fault. Returns are not possible if the protective bag is removed.

17.4.3 Mattress or topper covers sold separately cannot be returned or exchanged.

17.5 Any returned goods have to be sent to our warehouse address within 14 days of cancellation. If we arrange collection on your behalf, we will aim to do this as soon as practically possible within 14 days of cancellation. Failure to arrange collection within a maximum of 14 days after the trial period runs out or after you cancel the order will result in the return rights being voided.

Returns are free of charge for customers within the UK mainland.
Returns from Northern Ireland, the Isle of Man, the Isle of Wight, the Channel Islands, and the Scottish Isles can be arranged for a fee; please contact us for more details.
For customers outside the UK, it is your responsibility to arrange the return at your own cost and using your courier.

17.6 The return address is: Yanis Foams and Mattresses Ltd, Unit 19-20 Hayleys Manor, Upland Road, Epping, Essex, CM16 6PQ. Please do not send goods to our showroom address, as they will be rejected.

18 Our Hassle-Free Exchange and Return Policy

18.1 Yanis Mattresses provides a unique mattress trial and sleep comfort guarantee, ensuring customer satisfaction. With 95% of customers loving their first choice, we still recognise that finding the perfect mattress or adjusting the firmness level may take time.

18.2 Latex Sense offers FREE deliveries, returns, and exchanges within the UK Mainland and Scotland for our own-brand quality latex mattresses and toppers in standard sizes. The below applies;

Available on all orders taken in our showroom, online, or over the phone.
Free exchange; no additional collection charge. This is limited to one exchange per product ordered.
Collection and exchange of mattresses on the same day.
Remove the packaging and sleep on the mattress in the comfort of your home.

18.3 The double satisfaction guarantee does not cover exchanges for different mattress sizes, and a £50 carriage cost applies. Please ensure you order the correct mattress size.

18.4 Latex Sense Bespoke sizes, custom-made mattresses, toppers, pillows, bed bases, and all Dunlopillo products are excluded from the trial and cannot be conducted.

18.5 If you upgrade your Latex Sense mattress or topper, you will be required to pay the difference in price, but there is no redelivery charge.

18.6 How Does the Trial of Mattresses and Toppers Work?

The initial home trial period for Latex Sense Mattresses is 50 days, while Toppers have a 30-day trial period, counting from the day of delivery. If you find the product uncomfortable:

You can exchange it for something more suitable, or you can return it at once within the stated period.
You can try the replacement mattress for another 50 days or the replacement topper for an additional 30 days and still return it for a full refund if it proves unsatisfactory.

18.7 Requests for return or exchange must be initiated in writing (via email) within the specified trial period, and a refund of the purchase price will be issued upon satisfactory return.

Once the exchange has been authorised, it has to be arranged within 14 days of the notice being served.
Once the return request has been triggered and authorised, the goods must be collected within 14 days..
Exchange or return of product requires the goods to be sent in their original packaging and condition, with the customer responsible for taking reasonable care of the goods whilst in their possession.
The products you return as part of the trial must be in brand new condition, unsoiled, and undamaged

18.8 The trial policy applies to purchases made outside the UK. However, customers outside the UK are responsible for returning or exchanging their products and covering all expenses they will incur.

You should send all returns to: Yanis Mattresses, Unit 19-20 Hayleys Manor, Upland Road, Epping, CM16 6PQ. If you have any questions about returning an order, please drop us an email at sales@latexsense.co.uk or make an enquiry HERE

19 Refunds

19.1 If you have cancelled the contract between us within the 14-day cooling-off period, we will process the refund due to you within 30 days of our receipt of the products. In this case, we will refund the price of the products in full, including any cost of sending the item to you. Returns are free of charge, and we can arrange collection on your behalf. Please be advised that:

all other refunds are issued within 30 days of receiving the returned product. We need to allow sufficient time for the heavy goods to reach our warehouse, to be inspected, and to be allocated to the correct account.
products returned due to a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us
if you order multiple products as part of a special offer or bundle offer and then decide to return one of the products, the product you keep will be charged at the full price excluding the special offer or bundle discount, and your refund will be adjusted accordingly
in most cases, we are going to refund the funds that you paid us using the same method you used when making the initial purchase

19.2 Full refunds or replacements will not be possible if:

the customer failed to adhere to product care instructions, resulting in a damaged returned product.
the customer returned a product that was damaged whilst in their possession. Cuts, marks, odours, and similar wear indications can be considered damage.
the goods were damaged during return transportation due to poor packaging.
the return's label failed to make it evident what order it corresponds to.

19.3 Please be aware that if you do not cancel your order in writing within the trial period, the sale will be considered terminated, and you will not be able to return the item or claim a refund.

20 Damaged, Faulty, and Misdescribed Goods Upon Delivery

20.1 All goods are hand-made, freshly assembled, and securely packed the day before the scheduled delivery date. A whole team of highly experienced operational and production managers oversees the process chain. However, there could be some unintentional human errors or the goods being damaged when they were in the possession of the delivery company.

20.2 As a consumer, it is important to note that you possess legal rights pertaining to goods that are faulty or not as described. If you require guidance regarding your legal rights, we recommend reaching out to your local Citizens' Advice Bureau or Trading Standards office. Please be aware that these legal rights remain unaffected by anything stated in these terms.

20.3 The customer is strongly advised to thoroughly inspect any product upon delivery and, if any faults or damages are identified, to reject the delivery with immediate effect and give clear instructions to the delivery courier to consign and return the goods back to the sender (us).

20.4 Faults or damages caused by manufacturing flaws may be referred to as:

faulty stitching coming apart at the seams
faulty handles
an uneven surface or compressed foam
damaged springs or broken coils

20.5 Damaged Goods

It is solely the customer's responsibility to inspect all goods for any damages upon delivery. We strongly urge the customer to thoroughly inspect any product delivered within the specified timeframe of receiving it. Our company's mandatory requirements are as follows:

All damages must be reported by the customer in written form to the Customer Services Department, Yanis Foams and Mattresses Ltd, 108 Chase Side, London, N14 5PH, or by e-mail to sales@latexsense.co.uk within 48 hours of receipt of goods. If the complaint is executed by a written letter, then the physical letter should be received within the stated period.
In all cases, goods can only be uplifted when packaged up by the customer in the same way and manner in which they were delivered.
Goods signed for "good condition" at the door will be rejected and not collected.

20.6 Faulty Goods

Complaints relating to any faulty or defective goods should satisfy the below necessary conditions:

All suspected faults should be reported within 48 hours of the fault becoming apparent and should be addressed in writing to the Customer Services Department, Yanis Foams and Mattresses Ltd, 108 Chase Side, London, N14 5PH, or by e-mail to sales@latexsense.co.uk
The customer must ensure that the goods are thoroughly inspected and checked before signing for them; in the unlikely event that they are damaged on delivery, please refuse the goods; we will in turn dispatch another item as soon as possible.
Should you find a product to be defective, please contact us within 48 hours of receiving the faulty goods. In the rare event that goods present a fault, we request a photograph of the fault in order to authorise immediate action on your claim.
Goods signed for "good condition" at the door will be rejected and not collected.

20.7 Goods Not As Described

We are liable to ensure that all products are of satisfactory quality, fit for purpose, and as described. Satisfactory quality refers to the standard that a reasonable person would consider acceptable when evaluating goods. It takes into account several factors, including:

Description of the Goods: Whether the goods match any specific description provided.
Price or Consideration: Considering the price paid or other relevant costs.
Appearance and Finish: The overall look and feel of the goods.

20.8 Goods As Described

All goods supplied must match any description given by us or any models or samples shown to you at the time of purchase. However, please note that

the website's images are for illustration purposes only, do not include any product not specified in the product description or depicted in any photograph or illustration, and are not part of the order or contract.
the website's illustrations, photographs, weights, dimensions, and descriptions are an overall guide for our products, but products can vary slightly due to factors like product development and technology.

20.9 Fitness For Purpose

Fitness for purpose focuses on whether the mattress is fulfilling its intended function effectively. Such as

overall durability and safety
functionality and structure

21 How Our Company Respond to Claims of Faulty and Damaged Goods

We aim to address and rectify, to full satisfaction, any aftersales complaints within 4-5 working days.

21.1 If the product is identified as having a manufacturing fault or defect or is declared damaged in shipping, we will repair the faulty goods. However,

If repairing them is not doable, we will replace them with an identical product or a product with comparable quality and benefits to the original one. source the goods from our broad variety of listed products.
If the goods cannot be substituted with a product of their equivalent, we are going to refund any payments you made to us, along with any funds arranged with a credit provider for the cost of purchasing the goods and any associated shipping expenses.

21.2 If you establish that the goods are faulty upon delivery, do NOT accept them. Subsequently,

you are entitled to exercise your right to reject the goods and request a full refund.
you can accept an alternative product if we are able to offer one as a remedy; please be assured that it will be a product of equivalent quality compared to the original one.
you may agree to accept a partial refund or a reduction in the purchase price as an alternative solution if we are in a position to propose the latter.

21.3 In instances where the fault cannot be determined through the aftersales procedures and the images do not show any visible fault or defect with the mattress, we will

arrange an independent inspection by an industry-regulated third-party service technician (free of charge for the customer).
decide if and what further action needs to be taken based on the report's written outcomes.

21.4 If we discover that a product you have returned to us on the basis that it was damaged or faulty is not in fact damaged or faulty, we may:

return it to you and cancel any refund that you have requested.
charge you again for the product and the original delivery costs, if we have already refunded you, by using the payment details provided to us when you placed your original order.
charge you for the costs of collecting the product and of any costs incurred to redeliver the product to you.

21.5 The goods should be handled with extreme care so as not to damage them. When delivered, the goods will be compressed, and you need to cut the bag closer to the heat seal. Take extra care as the tool you use can damage the cover or penetrate the latex material. If we identify a product you have returned to us on the basis that it was claimed to be damaged or faulty upon delivery but had been handled with no care, which caused the damage, we may

return it to you and cancel any refund that you have requested.
charge you again for the product and the original delivery costs, if we have already refunded you, by using the payment details provided to us when you placed your original order.
charge you for the costs of collecting the product and of any costs incurred to redeliver the product to you.

21.6 If a product you have received from us is not the product that you ordered from us, please notify us and return the product to us at our cost, either by post or by requesting that we collect the product from you. We will

deliver the product that you ordered, if possible.
refund the purchase price and any delivery costs, if not possible.

21.7 Please adhere to our return policy, as per Clause 17.

22 Company Product Guarantees

Latex Sense provides a product warranty cover, which is separate from legal rights, covering faulty materials and workmanship for a minimum of twelve months from delivery.

22.1 Our Company Guarantees For the Different Products are As Follows:

A 15-year guarantee applies to all Latex Sense

100% full Dunlop and Talalay Latex Mattresses

100% full Organic Dunlop Latex Mattresses

100% Coir and Coir Dual Comfort Latex Mattresses

A 10-year guarantee applies to all Latex Sense

Hybrid Mattresses, made with a combination of Latex and Pocket Springs.

A 5-year guarantee applies to all Latex Sense

Hybrid Mattresses that incorporate Latex and Polyurethane Foam

A 10-year guarantee applies to all Latex Sense

Luxury Toppers

Ultimate Toppers

Organic Toppers

A 5-year guarantee applies to all

Latex Sense Pillows

A 1-year guarantee applies to all Latex Sense

Mattress covers

A 5-year guarantee applies to all

Bed bases

22.2 Each model's guarantee timescale is clearly stated at the bottom of its listing and FAQs section, respectively.

22.3 The Guarantee Works As Follows:

22.3.1 We have all our mattresses built to our precise specifications, and therefore we can personally guarantee each model for a period of time. The mattresses come with a manufacturer's guarantee against faults in materials and poor workmanship (including sagging). The warranty covers any visible indentations more than 2cm deep.

22.3.2 Any warranty complaints will be subjected to the following:

We require a copy of the original sales receipt as proof of your purchase
Our mattress guarantee covers repair or replacement of the original mattress; i.e., if the product is declared faulty, we will not issue a refund but will repair or replace the product accordingly
Following a replacement or repair, the guarantee will remain valid from the date of the original purchase
The guarantee is valid from the date of the original purchase, is for your benefit as the original purchaser only, and is not transferable to any other person
If you sell or transfer your mattress, the subsequent owner accepts the product “as is” and has no rights to claim under the guarantee
In the event of a dispute, Latex Sense may request product inspection by an impartial third party, such as ISM Networks (Furniture Services), before agreeing to undergo repairs or replacements. ISM Networks are reputable service providers and experts. The inspections are carried out by highly skilled technicians and include an assessment of the mattress and bed base
In instances where the product in question has been discontinued and is not repairable, Latex Sense reserves the right to supply an equivalent alternative

22.4 What is Being Provided?

We provide repair or replacement services for defective products within the guarantee period, and if the product is unavailable, we offer an equivalent product with the same specification. If a mattress component is discontinued by the manufacturer, we may source alternative components from other suppliers, ensuring the quality and comfort you expect. This may include elements such as the mattress cover, springs, or foams.

22.5 What is Not Being Covered?

Wilful damage and neglect: Your mattress should be looked after and cared for. A mattress protector should be used at the very least. We will not entertain any claim if the mattress shows obvious signs of mistreatment.
Normal ageing or wear and tear, including mattress settlement and “dipping” less than 2cm.
Noises caused by the use of the mattress.
A tear in the fabric, which can be caused by accidental damage such as the fabric catching some sharp object, will not invoke the warranty as this is not a manufacturing fault or defect.
The mattress has not been maintained in accordance with the care instructions supplied.
Repairs carried out by persons not authorised by us or without prior approval.
Shrinkage of the mattress cover caused by washing or dry cleaning.

22.6 We do NOT provide a temporary mattress while your mattress is being repaired or replaced under warranty. We will work diligently to expedite the repair process to reduce the time you are without your mattress. In the interim, we recommend considering using a guest bed, an air mattress, or any other temporary bedding solutions you might have available.

22.7 Latex Sense may refuse warranty repair or replacement for damaged mattresses due to bed bases with inadequate slat gaps, second-hand foundations with insufficient support, or unsanitary conditions. However, we will use our discretion to see if any valid complaint is justified.

23 General Care Instructions

The care instructions provided are general for all products, with individual instructions outlined at the bottom of each listing and FAQ section. Please refer to your specific product when needed.

23.1 Status of the goods upon delivery

Latex Coir and Latex Coir Dual Comfort Mattresses are delivered in a flat, full-size box. The rest of the mattresses and toppers are vacuum-packed and rolled. This ensures product hygiene, quality in transit, and improved delivery timeframes. The product is carefully vacuum-packed on the day it is being shipped to you. We use one of the newest and most innovative packing technologies in the bedding industry; it neither damages nor impairs the performance of the mattress topper.

23.2 Storing your mattress or topper and how to handle it

Please be kindly advised that we do not recommend storing the product in a rolled and vacuumed state for more than 4 weeks, as this will damage it.
Take it out of the box and put it on top of your existing mattress.
Carefully cut the tape that holds the roll together and unroll the mattress while it is in its polythene bag, take extreme care so as not to damage your item.
It will still be compressed, and you need to cut the bag closer to the heat seal. Take extra care, as the tool you use can damage the cover.

23.3 Sleeping on the mattress or topper

The product recovers to its full shape and size after unpacking; please allow up to 12 hours for the optimal balance to be reached. However, since it is not a mandatory requirement, you can begin using it right away.

23.4 Identifying the top side of your mattress or topper

The side with the big product sticker attached to the cover is the top side, the side you sleep on. There is no head or foot end; you can position it either way and still experience its full benefits.
All toppers feature straps designed to attach securely to the mattress, ensuring the topper stays in place without shifting during use.

23.5 Moving and manoeuvring your mattress or topper

Take extreme care while moving the product, as the foam fillings can tear if grabbed or pulled on corners or edges.
All toppers and some mattress models are two-sided; you can turn them over and rotate them from head to toe once every month; this will ensure even wear and tear and prolong their lifespan.
One-sided mattresses can be rotated from head to toe once every month; the latter is strongly recommended.
Do NOT let children jump on the product; it may damage it and invalidate your guarantee. The product is designed for sleeping on; therefore, prolonged sitting on the edge can cause damage and place undue stress on this area of the product.

23.6 Cleaning your mattress or topper

The topper and mattress covers are NOT washable.
The product must be kept dry; therefore, we strongly advise using a good-quality waterproof mattress protector at all times.
The zip on the cover is solely used during production to easily place the cover on the product.
We do not recommend removing and washing the cover; if you do, it is at your own risk, and we will not be held liable for any damage or shrinkage resulting from the washing of the cover.
The product cover can be cautiously vacuumed, including the underside.
In the event that you spill liquid on your mattress or topper and it gets wet, spot clean any stains with a damp cloth, carefully unzip and remove the top panel of the cover to naturally dry until the liquid is evaporated, and then air the latex core until it is fully dry. The product can then be used again.
Never use detergents or chemical cleaners on your mattress or topper. This can adversely affect not only the fabrics but also the fillings inside.

23.7 Bed base requirement as foundation for the mattress

Latex Sense reserves the right to refuse warranty repair or replacement if a new mattress becomes damaged due to being used on a bed base with inadequate slat gaps, a second-hand bed foundation with insufficient support, or if it is in an unsanitary condition.

All mattresses but Latex Coir and Latex Coir Dual Comfort Mattresses can be used on any bed base—solid top divan, sprung edge divan, solid slatted, or sprung slatted base.
The gaps across the slats should be between 2 and 3 inches wide (5 cm to 7.5 cm). Using the mattress with a wider gap could cause damage and invalidate your guarantee.
Do NOT use the mattress on the floor; the lack of ventilation may lead to mould and mildew build up and invalidate your guarantee.

23.8 Bed base requirement as foundation for Latex Coir and Latex Coir Dual Comfort Mattresses

These mattresses can be used with any durable and high-quality bed platform that provides adequate support, such as a solid top divan, a sprung edge divan, a slatted base, or a sprung slatted base.
The gaps across the slats should be between 2 and 3 inches wide (5 cm to 7.5 cm). Using the mattress with a wider gap could cause damage and invalidate your guarantee.
Do NOT use the mattress on the floor; the lack of ventilation may lead to mould and mildew build up and invalidate your guarantee. Please note that the mattress is not compatible with adjustable bed bases.

23.9 Mattress and bed-base requirements as foundations for the topper

Latex Sense reserves the right to refuse warranty repair or replacement if a new topper becomes damaged due to being used on an indented mattress or bed base with inadequate slat gaps (greater than 3 inches), a second-hand bed foundation with insufficient support, or if the topper is in an unsanitary condition.

The mattress needs to be intact and provide a solid base for the topper. Please note that latex is quite a dense and heavy material and follows the contours of the mattress underneath.
If there are any indentations on the mattress surface, they will also be present on the topper.
In traditional mattresses with a hand-tufted finish, the tufting technique will create a contoured surface, and the topper will conform to its natural shape.
Do NOT use the topper on the floor; the lack of ventilation may lead to mould and mildew build up and invalidate your guarantee.
Please keep packaging away from children. Please recycle or dispose of the packaging.
If you require further advice, please contact us at 0208 450 7662 or HERE.

24 Our Liability and Limitations

24.1 We are liable for foreseeable loss or harm due to our negligence or violations of these Terms, but we disclaim liability for unforeseeable or consequential losses, such as lost revenue or profits, business interruption, or loss of business opportunity.

24.2 We cannot be held liable for failures or delays due to circumstances beyond our control, such as strikes, lockouts, civil commotion, war, natural disasters, or network failures.

24.3 We cannot be held responsible for property damage caused by third parties, including couriers. You should contact the third party. You must ensure the goods can be delivered to the desired room, and we may charge for transportation back to our premises if necessary.

25 Health and Safety

25.1 The Supplier is responsible for conducting necessary tests and examinations before delivering the Goods to ensure their safety and the health of those using them.

25.2 The Supplier must provide the Purchaser with accurate information about the Goods' intended use and any relevant requirements to ensure their safety and avoid health risks.

25.3 The Supplier shall obtain and maintain with a reputable insurance provider a policy or policies of insurance covering any matters covered by indemnities under these Conditions.