Terms and Conditions

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 Matresses 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 We disclaim responsibility for outdated content and may alter terms and conditions for products purchased, affecting all orders placed after the revised terms are posted.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 "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 controllers of the personal data we gather and process about you for the purposes of the General Data Protection Regulation (GDPR). For any inquiries about this privacy policy, please use the contact information provided in Section 12 and reach our Data Privacy Manager at sales@latexsense.co.uk.

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

(a) The Consumer Data is Used

(i)  to achieve specific, explicit objectives in a suitable, appropriate, and limited manner.

(ii)  precisely and retained up to date when necessary.

(iii)  for as long as is required.

(iv)  to ensure adequate safeguarding, including protection against unauthorised or illegal processing, accessibility, loss, destruction, or harm.

(v)  If your account is suspected of fraudulent activity, we may receive information from credit reference, fraud, and crime prevention organisations, as permitted by law. 

(b)  Details Regarding Your Usage and Connection to the Online Services:

(i)  We collect data about your platform usage, including visits, time spent, exits, and decisions made.

(ii)  We collect information about your electronic devices, including their type, operating system, browser, applications, IP address, mobile network, Internet service provider, and telephone number, to access the platform.

(iii) The data we obtain about your device tends to be associated to the manner in which you operate or connect to the platform.

(c)  Details About Your Geographic Position: 

(i)  We only gather location information voluntarily shared with you, with device IP addresses providing an approximate location, but not as accurate as the city, state, or country.

(ii)  Our platform offers customers accurate and convenient shopping experiences by displaying catalog images on a map without revealing personal data.

(iii)  Our platform may collect personal data from other visitors, such as when they invite you to use it or through our services.latexsense.co.uk

4.4  Our website uses Cookies for shopping information storage and access, with users modifying preferences and blocking them in browser settings. Most browsers enable cookies. You can find out more about our use of cookies in our Cookies Policy. 

(a)  We may periodically update our cookies information, so please check back regularly. The last modification date is displayed below.

(b)  The Cookies Policy is available for inquiries and requests that can be referred to  at sales@latexsense.co.uk or 108 Chase Side, London, N14 5PH, Attn: Privacy Manager.

Last updated: 12 May 2022

5. Personal Data We Collect About You

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

5.2  The Categories of Personal Data We Collect Include the Following: 

(a) The provided contact information includes your name, phone number, email address, and account-related addresses.

(b)  The profile data includes your contact details and any additional information you provide to a service profile.

(c)  Latexsense.co.uk encourage opinions and comments regarding its services, reviews, feedback, surveys, competitions, and promotions, aiming to improve its network and offerings.

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

(e)  Your preferences refer to the choices you make regarding the display of information, alerts, and messaging on the platform.

(f)  We gather user product information through various channels such as viewing showrooms, adding items to your basket, or saving them to your wishlist.

6.  How We Use Your Information

6.1  We Will Also Use Your Personal Data For the Purposes Specifically Described Below:

(a) We will use your contact details to communicate with you via phone, SMS messaging, or email directly about queries, issues, problems, or concerns, and may also send you information about similar products and services based on your marketing preferences. 

(b) Latexsense.co.uk uses your profile information to provide services and allow you to interact with users as per service functionality and your preferences, which can be set using the'my preference' function.

(c)  We will use your comments and opinions to identify similar products and services that may be of interest to you and to provide our services at Latexsense.co.uk

(d)  We utilise your payment and transaction data to process purchases and may also use your purchase history to identify similar products and services of interest.

(e)  Messages sent to Latexsense.co.uk will be used to respond to queries, address issues, and provide services. Users can interact with others as per service functionality and preferences.

(f)  Users can set their preferences through an [insert method] to receive notifications, messages, and customize platform display.

(g)  Users can set their preferences for notifications, messages, platform display, and other options, which can be accessed through the [insert method].

(h)  We use your browsing information to send reminders, provide further details, and identify similar products and services that may be of interest to you.

(i)  We use your device's usage and connection information to present the online service and identify similar topics, products, and services of interest to you.

(j)  We may use an approximate location to ensure relevant content on the platform, but we won't collect or track your precise location without your consent.

(k)  The data reveals purchase locations on a map, enabling users to communicate about their purchases based on their preferences, which can be adjusted through profile page functionality.

(l)  Latexsense.co.uk uses user-provided personal data to respond to queries, address issues, and provide services. Users can set preferences and interact with the service. Forms submitted by other users may be used to contact users if they wish to receive communication.

(m)  We will use information about fraudulent activity related to your account to prevent fraud or crime.

(n)  We will use all collected personal data aggregately to

(i)  monitor and improve the platform and our procedures and processes;

(ii)  help us develop new products and services.

6.2  We may use anonymous information for testing IT systems, research, data analysis, platform improvement, product development, and displaying popular purchases or location-based purchases.

6.3. We process personal data with consent, contract requirements, legal requirements, and legitimate interests, ensuring data protection rights are not overridden by our legitimate interests.

7  Information We Share With Third Parties 

7.1  We May Share Your Personal Data With the Following Parties:

(a)  Users can share information with other users through our services, allowing interaction as per service functionality and preferences, which can be set using the'my preference' function on profile pages.

(b)  Our subsidiaries and ultimate holding company use your personal data in the same manner as we can under this privacy policy.

(c)  Third parties, such as service providers, partners, and advisors, offer services, collaborate on business activities, provide advice, and suggest additional business capacities.

(i)  We utilise a third-party delivery service to deliver your purchased products to your postal address.

(ii)  We may share your personal data with our marketing partners and carefully selected third parties who may offer other products or services that may be of interest to you.

(iii)  Third parties are only permitted to use your personal data in accordance with our instructions or marketing preferences, and must ensure the security of your information.

(iv)  Our business may disclose or transfer personal data to prospective buyers or buyers of our assets as part of the sale.

(v)  We may share your personal data with law enforcement, regulators, and other parties as needed to safeguard our rights, property, safety, detect illegal activities, and investigate agreements.

7.2  Links to Third Parties

(a)  The platform may link to third-party platforms with their own privacy policies, and users should review their policies before submitting information.

(i)  advertisers and merchants

(ii)  news publications

8  Marketing and Advertising

8.1  Marketing and Notifications Policy

(a)  Email Marketing: We may contact you via email about similar products and services.

(b)  User Notifications: We may send notifications about purchases made through our platform.

(c)  Email Notifications About Orders or Service Changes: We may send notifications about your order or changes to our services.

(d)  Advertising on the Site and Social Media Websites: We may show advertisements to you on our platform or other platforms.

(e) Information Collected: We may collect information about your usage of the platform, other web pages, content, and ads you interact with, visit, or view.

(f)  Techniques Used: Advertising partners use cookies and similar technologies to recognise your device or email address.

9  Storing and Transfering Your Personal Data

9.1  International Transfer of Personal Data

(a)  Data may be transmitted to countries outside the EU (e.g., third party delivery service) offering varying levels of protection.

(b)  Personal data is treated securely and in accordance with the Privacy Policy.

(c)  European Commission-approved standard contractual clauses or alternative transfer mechanisms are used to protect data.

(d)  A copy of these clauses is available for review upon request.

9.2  Data Storage Limitation

(a)  We will maintain your information as long as necessary, lawfully and fairly, to fulfil

(i)  our business objectives

(ii)  comply with the law and audit requirements

(iii)  regulatory requests or court orders

(b)  Some exceptions may exist.

9.3  Your Rights in Respect of Your Personal Data

(a)   You have the right to opt out of marketing emails, and

(i)  access, rectify, block, port, complete, delete, update, restrict use. 

(ii)  request further information. 

(iii)  object to data processing. You can contact us at any time, but exceptions exist.

10  Changes to Privacy Policy

Regularly reviewing this Privacy Policy ensures you are informed about the information we collect, its usage, and sharing with other parties. We will update the “last modified” date at the top of this policy. 

10.1  Notice to You

We may send you notices about legal or business-related information via email or platform notices, but you can opt out of certain types of contact as described in this Privacy Policy.

10.2  Contacting Us

The Privacy Policy complies with transparency requirements for questions, comments, and requests, and can be contacted at sales@latexsense.co.uk, 108 Chase Side, London, N14 5PH, Attn: Privacy Manager.

11  Customer Service

To address any order or terms and conditions, contact sales@latexsense.co.uk or call 0208 450 7662, or send letters to Latex Sense, 108 Chase Side, London N14 5PH.

12  Purchase and Payment

12.1  Orders must be paid in full at the time of placement, with Yanis Foams and Mattresses Ltd. collecting payment from debit or credit card details. Prices are in British pounds and include VAT. Order acknowledgements are not acceptance, and third-party security checks may result in order cancellation or hold, and further details may be requested from you. This is to protect you and us from any fraudulent activity.

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 any payments made will be refunded to the original payment card used.

13  Prices

Our dispatch 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; therefore, the overall dimensions given for each individual product should be checked by the buyer.

14.3  Manufacturing tolerances on mattress and topper sizes are:

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

The variance in size is normal and not a fault, as all quoted sizes are for the finished product, influenced by conditions and room temperature. All sizes quoted are for the finished product - a mattress or topper core with the cover.

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

14.5  Yanis Foams and Mattresses Ltd. reserves the right to change the specifications of any product at any time.

14.6  The website's images are for illustrative purposes only, not containing products not specified in the product description or depicted in any photograph or illustration, and are not part of the order or contract.

The examples are as follows: 

  • Lamps, bed covers, pictures, and, in certain instances, headboards (unless previously mentioned in the product description)
  • Pictures and diagrams that are for illustrative purposes only
  • 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. 

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

(b)  Finance only applies to purchases made on www.latexsense.co.uk.

(c)  Credit is provided, subject to age and status. Applicants should

(i)  be at least 18 years of age.

(ii)  be employed or retired and receive a gross annual income of at least £10,000.

(iii)  have a good credit history.

(iv)  have a debit or credit card.

(v)  be a permanent UK resident and able to provide a 3-year address history

(d)  Interest-Free Finance option is available for purchases made through our website, and is applicable to any order over £400.00, including VAT. 

(e)  Consumer finance on the Latex Sense Website does not apply to the purchase of used, refurbished, or demonstration equipment.

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

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

(h) 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  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.

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

15.4  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.

15.5  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 app. Their team can be contacted on 0203 005 0834 or 0333 321 6080 between the hours of 9am to 6pm, Monday to Saturday. 

15.6  How do I Pay Using Finance?

(a)  To avail of our finance packages, simply add the desired product to your basket and proceed to checkout.

(b)  After 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.

(c)  Purchases require a deposit of 10%, 20%, or 50% of the total price, with an example of a credit purchase provided HERE

(d)  Monthly repayments will be made through direct debit from your selected bank account.

15.7  Can I Pay Off My Loan Early?

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

16  Delivery 

16.1  All our mattresses are hand-made to order here in the UK by our skilled team. Delivery will normally take place within the timeframes estimated on the order acknowledgement; however, this is only an estimate, and time shall not be the essence of any order. Some deliveries to Scotland, Northern Ireland, and other postcodes may occasionally take longer due to the logistics of supply. 

16.2  All goods are delivered FREE of charge to the UK mainland, Scotland, and Northern Ireland. 

16.3  Deliveries to remote areas and postcodes may incur a surcharge; please contact our customer services for more details HERE 

(a)  Delivery to the UK mainland takes 2–3 weeks.

  • Delivery is fulfilled on a 2-person premium home service and carried out by our partner, Empire Delivery Company

(b)  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

(c)  Due to the nature of the coconut coir fibre the 

  • Latex Coir and Latex Dual Coir Mattress cannot be compacted or rolled, so it is delivered flat and in a full-size box; therefore, it is explicitly handled by a two-man delivery crew.

16.4  Delivery process 

(a)  We will ship the mattress with our appointed delivery carrier, who will contact you directly to book a delivery date.

(b) The carrier will email, text, or call you to propose a date for delivery. If accepted by you, they will then proceed with the relevant arrangements. You will be notified whether delivery will be in the morning or in the afternoon.

(c) The courier will either send a text message or email the night before the delivery to confirm delivery the following day and provide a 3-hour delivery window.

(d)  The 2-man crew will call you when en route to confirm their anticipated time of arrival.

(e) 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.

(f)  Delivery is executed in a professional and timely manner.

16.5  Standard delivery with DPD can be arranged for single-size orders; delivery is faster and will take 4-5 days.

Unless time is of the essence, we strongly advise our customers to opt for a 2-man delivery of single-size mattresses.

(a)  Standard courier deliveries are carried out by DPD Local on a one-man service to the front door of the building only. You may ask the driver to take the box up to your property; however, this cannot be guaranteed, as it rests with the driver's discretion to do it

(b)  Once the mattress is shipped, you will receive an automatic dispatch email notification with tracking details

(c)  Subsequently, DPD will send you an email and text notification on the delivery date with a one-hour time slot for delivery

(d)  If you prefer the mattress to be delivered to a room of your choice, you need to opt for two-man delivery. Please note that larger mattress sizes are heavy and require two men for handling

16.6  Old mattress disposal

(a)  We offer old mattress disposal; you need to choose the 2-man delivery option and add disposal service at checkout. The charge is £60 per piece

(b)  The old mattress will be collected when the new one is delivered. This service is available only if you choose the two-man delivery option at the checkout. Your old mattress is then responsibly recycled here in the UK by a specialist recycling centre

Delivery dates and timeframes are not guaranteed; therefore, we advise against letting go of your old mattress before the delivery of your new one.

16.7  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.

(a)  Standard courier deliveries are carried out by DPD Local on a one-man service to the front door of the building only. You may ask the driver to take the box up to your property; however, this cannot be guaranteed, as it rests with the driver's discretion to do it

(b)  Once the topper is shipped, you will receive an automatic dispatch email notification with tracking details

(c)  Subsequently, DPD will send you an email and text notification on the delivery date with a one-hour time slot for delivery

(d)  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.

(e)  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 

(f)  Delivery outside the UK is available upon request and will incur delivery charges. Please contact us for further details HERE 

Deliveries take place between 8am - 8pm. 

17  Cancellation and Returns Policy

17.1  Under the Consumer Protection (Distance Selling) Regulations 2000, the Consumer Contracts Regulations 2013, and the Consumer Rights Act 2015, as amended or superseded from time to time, you have special rights as a consumer when you shop from home. You may cancel your order within 14 days of receiving your purchase.

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

(a)  To cancel an order, you must inform us in writing. Notification by telephone is not sufficient.

(b)  Order cancellations require goods to be returned in their original packaging and in purchase condition, and the customer is responsible for the goods and their cost until they are received by us. 

(c)  Returning goods that have been used, altered, damaged, or unfit for resale will result in withholding refunds. We will inform you within 14 days and explain the refusal. The goods will be retained for 30 days, available for inspection, and either destroyed or returned to the original purchaser at their expense, upon request. 

(d)  You must ensure that you take reasonable care of the goods and that they are returned undamaged. Goods received back in any incomplete, damaged, stained, soiled items, or in any other condition rather than sealable will be returned to you, and the cost of the return carriage will be charged to your account. Refunds for intact goods will be made, excluding shipping costs, after inspecting the returned items. Packages must be clearly marked with the NAME, POSTCODE, and ORDER NUMBER.

(e) Returns are free of charge for UK customers; we can arrange collection on your behalf. For customers outside the UK, it is your responsibility to arrange the return at your own cost and using your courier.

17.2  Exemptions to the Distance Selling Regulations

(a)  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.

(i)  These include bespoke and custom-made mattresses and mattress toppers.

(ii)  All 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.

(iii)  Dunlopillo mattresses cannot be returned if the packaging has been unsealed and the product has been used, unless it is faulty.

(iv)  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.

(v)  Mattress or topper covers sold separately cannot be returned or exchanged.

17.3  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.

(a)  Returns are free of charge for customers within the UK mainland.

(b)  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.

(c)  For customers outside the UK, it is your responsibility to arrange the return at your own cost and using your courier.

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 offers a unique mattress trial and sleep comfort guarantee on all Latex Sense mattresses and toppers, ensuring customer satisfaction with their first choice, as 95% of customers love their first preference. However, we understand it takes time to know if the mattress is right for you or if a slightly different level of firmness is better.

(a)  All Latex Sense's own-brand quality latex mattresses and toppers in standard sizes are included

(b)  Available on all orders taken in our showroom, online, or over the phone

(c)  Free exchange; no additional collection charge. This is limited to one exchange per product ordered

(d)  Collection and exchange of mattresses on the same day

(e)  Remove the packaging and sleep on the mattress in the comfort of your home

Please note that all Latex Sense Bespoke sizes and custom-made mattresses and toppers are excluded from the trial; Latex Sense pillows,all Bed Bases, and Dunlopillo products are excluded and cannot be trialled. 

18.2  How Does the Trial of Mattresses and Toppers Work?

Counted from the same day the mattress or topper is delivered to you, the initial home trial period for Latex Sense

(a)  Mattresses is 50 days

(b)  Toppers is 30 days,

  • If you find the mattress or topper uncomfortable, we can exchange it with something more suitable, or you can return it straightaway within the stated period

  • If you decide to exercise your right to exchange, you can try the replacement mattress for another 50 days and the replacement topper for an additional 30 days and still return it for a full refund if it proves unsatisfactory

  • Exchange for a different size is not covered by the double satisfaction guarantee and will incur a £50 carriage cost. Please check the measurements of your bed frame first and ensure you order the correct size mattress

  • If the product you would like to have as a replacement is of higher value, then you will be asked to pay the difference in price

  • Only pay the difference if you upgrade your mattress or topper; there is no redelivery charge

(c)   All deliveries, returns, and exchanges within the UK Mainland and Scotland are FREE of charge. Please be aware that any requests for return or exchange must be initiated in written form (via email) within the above-specified trial period. On satisfactory return of the goods, we will issue a refund of the purchase price. The products you return as part of the trial must be in brand new condition, unsoiled, and undamaged.

(d)  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.

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

  • 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

  • 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

Full refunds or replacements may not be possible if: 

  • If the customer did not follow the product care instructions, the returned product was damaged, in which instance we are not in a position to issue a full refund or replacement

  • The product customer returned was damaged while it was in their possession. E.g., damage which includes, but isn't restricted to: cuts, marks, odours, and other equivalent wear indications

  • Poor packaging which caused the product to be damaged during return transportation

  • The return's label failed to make it evident what order it corresponds to 

Please be aware that the sale will be deemed terminated and that you will not be able to return the item and get a complete refund if you do not cancel your order in writing within the trial period following receipt of the product. The expiration of the free trial period will not affect your eligibility to claim a guarantee on the product. 

20  Damaged, Faulty, and Misdescribed Goods Upon Delivery

(a)  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.

(b)  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.

(c)  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).

(d) Faults or damages caused by manufacturing flaws may be referred to as:

(i) faulty stitching coming apart at the seams

(ii) faulty handles

(iii) an uneven surface or compressed foam

(iv) damaged springs or broken coils

20.1  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:

(a) 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.

(b) 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.

(c) Goods signed for "good condition" at the door will be rejected and not collected.

20.2  Faulty Goods

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

(a) 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.

(b) 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 (see Clause 14.1 above).

(c) 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. 

(d) Goods signed for "good condition" at the door will be rejected and not collected.

20.3  Goods Not As Described

We are liable to ensure that all products are of satisfactory quality, fit for purpose, and as described. 

(a) Satisfactory quality refers to the standard that a reasonable person would consider acceptable when evaluating goods. It takes into account several factors, including:

(i) Description of the Goods: Whether the goods match any specific description provided.

(ii) Price or Consideration: Considering the price paid or other relevant costs.

(iii) Appearance and Finish: The overall look and feel of the goods.

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

(i) overall durability and safety

(ii) functionality and structure

(c) 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

(i) 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. 

(ii) 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.

20.4  How our Company Respond to Claims of Faulty and Damaged Goods

a) We aim to address and rectify to full satisfaction any aftersales complaints within 4-5 working days, and if the product is identified as having a manufacturing fault or defect or declared damaged in shipping, we will

(i) repair the faulty goods if it is feasible.

(ii) If possible, replace them with an identical product or a product with comparable quality and benefits to the original one. If repairing is not doable,

(iii) source the goods from our broad variety of listed products.

(iv) 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.

(b) If you establish that the goods are faulty upon delivery and do not accept them, you

(i) are entitled to exercise your right to reject the goods and request a full refund.

(ii) 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.

(iii) 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.

(c) 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 may

(i) arrange an independent inspection by an industry-regulated third-party service technician. The inspection will be free of charge for the customer, and based on the report, we will decide if and what further action needs to be taken. 

(d) 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

(i) return it to you and cancel any refund that you have requested.

(ii) 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.

(iii) charge you for the costs of collecting the product and of any costs incurred to redeliver the product to you.

(e) 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.

(i) 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

(ii) return it to you and cancel any refund that you have requested.

(iii) 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.

(iv) charge you for the costs of collecting the product and of any costs incurred to redeliver the product to you.

(g) 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.

(i) We will deliver the product that you ordered, if possible; or

(ii) If it is not possible to deliver the product that you ordered, we will refund the purchase price and any delivery costs.

(iii) We request that you adhere to our return policy, as per Clause 18. 

21  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. 

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

(a) A 15-year guarantee applies to all LatexSense

  • 100% full Dunlop and Talalay Latex Mattresses
  • 100% full organic Dunlop latex mattresses
  • 100% Coir and Coir Dual Comfort Latex Mattresses

(b) A 10-year guarantee applies to all LatexSense

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

(c) A 5-year guarantee applies to all Latex Sense

  • Hybrid Mattresses that incorporate Latex and Polyurethane Foam

(d) A 10-year guarantee applies to all Latex Sense

  • Luxury Toppers
  • Ultimate Toppers
  • Organic  Toppers

(e) A 5-year guarantee applies to all

  • Latex Sense Pillows

(f) A 1-year guarantee applies to all Latex Sense

  • Mattress covers

(g) A 5-year guarantee applies to all

  • Bed bases

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

21.2  The Guarantee Works As Follows:

(a)  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. 

(i)  We require a copy of the original sales receipt as proof of your purchase

(ii)  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

(iii)  Following a replacement or repair, the guarantee will remain valid from the date of the original purchase

(iv)  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

(v)  If you sell or transfer your mattress, the subsequent owner accepts the product “as is” and has no rights to claim under the guarantee

21.3  What is Being Provided?

We offer repair or replacement services for defective products within the guarantee period, and if the product is unavailable, we provide an equivalent product of equivalent specification.

21.4  What is Not Being Covered?

(a)  Willful 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.

(b)  Normal ageing or wear and tear, including mattress settlement and “dipping” less than 2cm.

(c)  Noises caused by the use of the mattress.

(d)   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.

(e)  The mattress has not been maintained in accordance with the care instructions supplied.

(f)  Repairs carried out by persons not authorised by us or without prior approval.

(f)  Shrinkage of the mattress cover caused by washing or dry cleaning.

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.

22  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.

22.1  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.

22.2  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. Please 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.

22.3  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.

22.4  Identifying the top side of your mattress or topper

(a)  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. 

(b)  All toppers feature straps designed to attach securely to the mattress, ensuring the topper stays in place without shifting during use. 

22.5  Moving and manoeuvring your mattress or topper

(a)  Take extreme care while moving the product, as the foam fillings can tear if grabbed or pulled on corners or edges.

(b)  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.

(c)  One-sided mattresses can be rotated from head to toe once every month; the latter is strongly recommended.

(d)  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.

22.6  Cleaning your mattress or topper

(a)  The topper and mattress covers are NOT washable.

(b)  The product must be kept dry; therefore, we strongly advise using a good-quality waterproof mattress protector at all times.

(c)  The zip on the cover is solely used during production to easily place the cover on the product.

(d)  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.

(e)  The product cover can be cautiously vacuumed, including the underside.

(f)  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.

(g)  Never use detergents or chemical cleaners on your mattress or topper. This can adversely affect not only the fabrics but also the fillings inside.

22.7  Bed base requirement as foundation for the mattress

(a)  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.

(b)  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.

(c)  Do NOT use the mattress on the floor; the lack of ventilation may lead to mould and mildew build up and invalidate your guarantee.

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. 

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

(a)  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.

(b)  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.

(c)   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. 

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.

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

(a)  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.

(b)  If there are any indentations on the mattress surface, they will also be present on the topper.

(c)  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. 

(d)  Do NOT use the topper on the floor; the lack of ventilation may lead to mould and mildew build up and invalidate your guarantee.

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.

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. 

23  Our Liability and Limitations

23.1 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.

23.2  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. 

23.3  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.