Privacy Policy

RETURN & REFUND POLICY

Serious Sleep Solutions for Serious Customers

Divine DunlopDreams / Pro Latex

OUR 50-DAY COMFORT TRIAL – GENUINE CONCERNS, PROFESSIONAL SUPPORT AND REAL SOLUTIONS

Our 50-Day Comfort Trial is a genuine and effective customer-support commitment. It has been established to identify, assess and resolve real concerns relating to our natural latex mattresses and toppers.

The 50-Day Comfort Trial is not an unconditional, no-reason or no-questions-asked return and refund scheme.

It is designed to provide professional assistance where a customer experiences a genuine product-related concern and requires an appropriate technical or practical solution.

Depending on the circumstances, our assistance may include:

• Technical assessment and inspection.
• Firmness regulation and adjustment.
• Core or layer exchange.
• Additional latex components or support layers.
• Comfort and anatomical adaptation improvements.
• Product configuration upgrades.
• Additional component deliveries.
• Replacement or correction of an incorrectly supplied product.
• Repair, replacement or refund where legally required or otherwise approved under this Policy.

We distinguish between a manufacturing defect, an incorrectly supplied product and an individual preference for a different level of comfort.

A product manufactured and delivered according to the customer’s confirmed specification does not automatically become defective because the customer subsequently prefers another firmness or comfort configuration.

Where the concern is technically correctable, our priority is to provide an appropriate correction, exchange or improvement rather than automatically cancel an accurately fulfilled order.

Our 50-Day Comfort Trial is intended for genuine residential sleep assessment. It is not intended for temporary accommodation, guest use, commercial product testing, competitor analysis, speculative purchasing, curiosity-driven orders or other purposes unrelated to a genuine intention to use the product as a regular sleep system.

Every mattress and topper order involves substantial production, materials, quality-control procedures, specialist handling and delivery resources.

We take our responsibilities seriously and expect the same responsible approach from our customers.

We remain committed to helping customers achieve the best possible comfort through reasonable technical solutions, professional support and ongoing cooperation.

Our voluntary commercial trial operates separately from statutory consumer rights and our product warranty. Nothing in this Policy limits any non-waivable consumer right under applicable law.

MAIN SECTIONS

1. General Terms
2. Free Returns – Manufacturing Defects
3. Claims – Objective Criteria
4. Hygiene
5. Bed Base / Frame Conditions
6. Firmness and Core Swap / Exchange
7. Covers
8. Gifts and Promotional Bundles
9. Financial Terms and 50-Day Comfort Trial
10. Medical and Technical Safeguards
11. Incorrect Address and Delivery Obstruction
12. Returned in Transit – Unopened
13. Wrong Size and/or Quantity – Customer Error
14. Cancellation After Confirmed Exchange and/or Production Start
15. Agreed Deferred Delivery and Cancellation During Transit

We manufacture natural latex mattresses and toppers designed for long-term use.

With appropriate care and normal conditions of use, our products are designed to provide a service life of approximately 20–25 years.

A natural latex sleep system is a long-term investment. Our manufacturing process, material selection, support regulation and individual construction are intended to deliver lasting comfort, anatomical adaptation and structural performance.

1. GENERAL TERMS

1.1 Written requests

For efficient handling under this Policy, requests for returns, exchanges, technical assessments, cancellations or refunds should be submitted in writing by email, letter or another official written communication channel.

Telephone conversations may assist with resolving an issue but should be followed by written confirmation to establish a reliable record.

Nothing in this clause invalidates a statutory notice or claim communicated through a method permitted by applicable law.

1.2 The 50-Day Comfort Trial

The commercial trial period for eligible mattresses and toppers is 50 days from delivery.

This period is an active customer-support and comfort-assessment service intended to resolve genuine product-related concerns.

It covers the investigation of reported problems, technical support, firmness and comfort assessment, correction, exchange and applicable remedies.

It is not an unconditional right to return a product solely because the customer has changed their mind, no longer wants the product or has no identifiable concern relating to its use or performance.

1.2.1 Genuine grounds for using the trial

A request under the voluntary 50-Day Comfort Trial must be based on a genuine, relevant and reasonably explained concern.

Examples include:

• A manufacturing problem.
• Delivery damage.
• An incorrect specification supplied by us.
• Unusual deformation.
• A genuine firmness or comfort concern requiring professional assessment.
• Another identifiable problem affecting the product’s intended use or performance.

The customer must explain the concern sufficiently for us to understand the problem and determine an appropriate solution.

An error in size or configuration made by the customer is dealt with under Section 13 and does not automatically qualify for a trial refund.

1.2.2 Technical solutions before monetary refunds

Where a genuine concern can reasonably be resolved through firmness regulation, adjustment, exchange, replacement of an affected component or another suitable technical solution, we will assess and offer that solution before considering a discretionary monetary refund under the voluntary trial.

A firmness or comfort mismatch is not automatically a manufacturing defect.

1.2.3 No unconditional or speculative returns

The 50-Day Comfort Trial does not provide an unconditional return entitlement for:

• A change of mind without a genuine trial-related concern.
• Temporary or short-term use.
• Guest accommodation or property furnishing.
• Commercial investigation or competitor benchmarking.
• Product examination unrelated to normal sleep use.
• Purchasing solely out of curiosity.
• Other deliberate misuse of the voluntary trial.

Any decision to decline a commercial trial request must be based on the applicable terms and available evidence, not merely on unsupported suspicion.

1.2.4 Individual comfort and the purpose of the 50-Day Comfort Trial

Our 50-Day Comfort Trial is designed to provide genuine assistance when customers experience concerns relating to comfort, firmness, support characteristics or anatomical adaptation.

Where a customer discovers that a different comfort sensation or firmness regulation would be preferable, we remain fully open to professional consultation, technical correction, component replacement, additional support solutions or an upgrade to the original configuration.

The purpose of this period is to identify and implement an appropriate technical solution, not automatically to cancel an accurately fulfilled order because of a change in individual comfort preferences.

Where the supplied product conforms to the confirmed order specification, meets the applicable quality requirements and is free from an established defect or other non-conformity, a subjective preference for a different firmness or comfort sensation does not, by itself, establish entitlement to a monetary refund under our voluntary 50-Day Comfort Trial.

Such concerns are addressed through the technical assessment and optimisation procedures described in Section 6.

All applicable statutory consumer rights remain unaffected.

1.3 Return collection

Where collection has been authorised, we normally organise it within up to 12 working days after receiving the written request and the information required to arrange collection.

Technical assessment, accessibility requirements, carrier arrangements and customer availability may affect scheduling.

1.4 Refund procedures

Refunds are handled in accordance with Section 9 and applicable statutory requirements.

1.5 Mattress rotation and care

To maintain the product in good condition, customers must follow the applicable care and rotation instructions.

Unless different instructions apply to the specific model, head-to-foot rotation should be carried out at least four times during the first six months.

Thereafter, rotation up to once per year is recommended.

Turning the mattress over must be undertaken only where the particular model is designed for use on both sides.

1.6 Incorrect care

Failure to follow reasonable care, support, rotation, ventilation or handling instructions may affect voluntary trial or warranty eligibility where that failure caused or contributed to the reported problem.

1.7 Responsible purchasing and good faith

Every mattress and topper order involves production resources, material preparation, quality control, packaging, distribution and specialist logistics.

Customers are expected to select products responsibly, verify their individual specifications and use our commercial trial in good faith.

A request unsupported by a genuine product concern does not automatically qualify for a return or refund under the voluntary trial.

1.8 Bad faith and obstruction

Deliberately misleading information, conflicting instructions, obstruction of delivery or collection, or documented misuse of the commercial trial may result in the refusal of discretionary services or benefits offered under this Policy.

Statutory rights remain unaffected.

1.9 Acceptance at checkout

By completing an order, the customer confirms the selected product specification and acceptance of the terms made available before purchase.

The applicable version of this Policy and the confirmed order specification form part of the contractual record.

1.10 Customer records

Customers should retain their order confirmation, product specification, payment confirmation and applicable Policy documentation.

1.11 Electronic communications

Email and communications through our official written channels are accepted for documenting requests, confirmations, amendments and agreements, subject to applicable legal requirements.

1.12 Return Authorisation

Returns and exchanges under our voluntary commercial Policy require written Return Authorisation and our collection or return instructions.

Customers should not independently return goods to an unconfirmed address or through an unapproved carrier.

Unauthorised returns may require additional handling and verification. Reasonable resulting costs may be charged where legally permitted.

A legally valid statutory cancellation or claim is not invalid solely because our preferred authorisation procedure was not followed.

1.13 Unacceptable behaviour

We do not tolerate threats, harassment, discriminatory language, fraud or abusive conduct towards our employees, representatives or delivery partners.

Where appropriate, we may discontinue informal communication, decline discretionary services and require further contact in writing.

Any statutory obligations will continue to be handled appropriately.

1.14 Statutory consumer rights

Nothing in this Policy excludes or restricts non-waivable statutory consumer rights.

Where a statutory right to cancel a distance-sale contract without giving a reason applies, that right remains available.

Where goods genuinely meet the legal definition of products made to the customer’s specifications or clearly personalised, the applicable statutory cancellation exception may apply.

The product’s made-to-order status and eligibility for that exception are assessed according to the actual specification and applicable law.

1.15 Custom Made to Order mattresses and toppers

Divine DunlopDreams / Pro Latex mattresses and toppers are produced or finally configured according to the customer’s confirmed individual order.

They are not maintained as a general inventory of completed products in every possible combination.

Individual specifications may include:

• UK, European, Scandinavian or special dimensions.
• Mattress or topper height.
• Latex core height.
• Firmness regulation.
• Single, Dual, Dual Plush, Partner or layered construction.
• Different combinations of firmness.
• Split configurations.
• Internal layer arrangement.
• Cover materials and construction.
• Integrated, separate or mixed finish arrangements.
• Other individual production specifications.

The customer may select one of three principal finish configurations.

Integrated finish: selected internal components are enclosed within one common outer cover.

Fully separate finish: individual components are supplied within their own separate covers.

Mixed finish: certain components share a common cover while other components remain separately covered.

The selected arrangement is recorded as part of the confirmed manufacturing specification.

Standard pillows are generally excluded from this Custom Made to Order classification unless individually manufactured or personalised.

1.16 Custom Made to Order legal position

Our mattresses and toppers are manufactured or configured in accordance with confirmed customer selections.

Where the resulting product legally qualifies as made to the customer’s specifications or clearly personalised, the relevant statutory cancellation exception may apply.

The fact that a product is manufactured after an order, or selected from standard options, does not alone establish that the legal exception applies.

Our voluntary 50-Day Comfort Trial remains a separate service with its own conditions.

Custom Made to Order status does not remove rights concerning faulty, incorrectly supplied, misdescribed or otherwise non-conforming goods.

2. FREE RETURNS – MANUFACTURING DEFECTS

2.1 Confirmed defects or our errors

Where a manufacturing defect or error attributable to us is confirmed, we will provide the appropriate remedy without charging the customer for costs that the law requires us to bear.

The remedy may include repair, correction, replacement, collection, exchange or refund, according to the circumstances and applicable legal rights.

2.2 Collection

Where collection is required, we normally arrange it within up to 12 working days following confirmation and the necessary logistical arrangements.

2.3 Returns without a confirmed defect

Where no manufacturing defect or error attributable to us exists, any return under the voluntary trial remains subject to the commercial conditions of this Policy.

Reasonable and disclosed transport, collection, packaging and handling costs may apply where legally permitted.

3. CLAIMS – OBJECTIVE CRITERIA

3.1 Supporting information

Claims must contain enough information to identify and assess the reported problem.

We may request relevant photographs, videos, measurements and product information, including:

• The complete mattress or topper.
• The reported area of concern.
• Both usable sides, where applicable.
• The bed base, slats or supporting structure.
• Measurements with a visible ruler or measuring tape.
• A diagnostic test on a sound, level surface.
• Relevant information about normal product use.

3.2 Impression and deflection

For our internal technical and commercial assessment, a normal impression or deflection of up to 12% of the relevant product height may fall within our assessment tolerance.

Examples:

Product height	12% reference value
20 cm	2.40 cm
28 cm	3.36 cm
14 cm	1.68 cm
12 cm	1.44 cm
10 cm	1.20 cm
8 cm	0.96 cm

These figures are assessment guidelines, not an automatic exclusion of any defect or statutory claim.

The type of deformation, measurement conditions and actual product performance must also be considered.

3.3 Deformation claims

A deformation exceeding the applicable reference value may justify further technical investigation.

A smaller variation does not automatically constitute a manufacturing defect, but may still require assessment if there is other evidence of a genuine structural or performance problem.

3.4 Diagnostic testing

Where reasonably required, customers may be asked to undertake an appropriate rotation or temporary support-surface test.

A concern that disappears under correct support conditions may indicate that the problem arises from the bed base rather than the mattress or topper.

The results form part of the overall assessment.

4. HYGIENE

4.1 Product condition

A product returned under the voluntary commercial trial must be reasonably clean, dry and suitable for safe collection, inspection and handling.

It must not present significant stains, contamination, infestation, strong odours or avoidable damage.

4.2 Covers

Damage to covers caused by incorrect cleaning, tearing, cutting, contamination, misuse or accidental damage is not treated as a manufacturing defect.

4.3 Heavily soiled covers

Where a commercial return is otherwise eligible but the cover is heavily soiled or requires replacement, a deduction of up to 30%, or an appropriate documented replacement or treatment cost, may apply where reasonable, disclosed and legally permitted.

4.4 Unsafe returns

Products presenting a significant contamination or handling risk may require specialist collection, treatment or disposal.

Reasonable additional costs may apply where legally permitted.

5. BED BASE / FRAME CONDITIONS

5.1 Suitable support

The mattress must be used on a sound, stable and appropriately designed support system.

Slat spacing should normally not exceed approximately 6–7 cm unless otherwise specified.

Wider bed frames, particularly those measuring 160 cm or more, require adequate central support where appropriate.

5.2 Unsuitable bed structures

Damage or abnormal deformation caused by unstable, sagging, distorted, broken or insufficiently supported bases is not a defect in the mattress itself.

5.3 Diagnostic floor test

Where support conditions are uncertain, a temporary diagnostic test on a clean, dry and level surface may be requested.

This does not constitute a recommendation for permanent floor use.

5.4 Claims caused by external support

Where evidence establishes that the cause is the bed frame, base, platform, slats or supporting structure, the issue is not treated as a manufacturing defect attributable to our mattress or topper.

5.5 Post-return assessment

We may examine the returned product and associated evidence to determine whether improper support contributed to the reported problem.

Where no defect attributable to our product is established, a defect-based claim may be declined with a written explanation.

6. FIRMNESS AND CORE SWAP / EXCHANGE

6.1 Firmness regulation

Dunlop firmness regulation is intended to balance anatomical adaptation, support, body weight, proportions and sleeping position.

We encourage customers to follow our firmness selection guidance and provide accurate information when requesting advice.

Our firmness categories are based on defined material and support characteristics.

However, personal comfort preferences can vary between individuals.

6.2 Firmness and comfort concerns

A product feeling too firm, too soft or insufficiently adaptive is not automatically a manufacturing defect.

Such concerns are valid reasons to request a professional comfort assessment under the voluntary 50-Day Comfort Trial.

However, they do not automatically establish entitlement to a monetary refund.

After a minimum of 30 nights of genuine regular use, where appropriate, we assess whether the concern can be resolved through a technical correction.

6.3 Core exchange

Where a firmness exchange is agreed, we may arrange delivery of the replacement component while collecting the original component.

The procedure depends on the construction and delivery arrangements.

6.4 Dual and layered products

For products with multiple layers, it may be sufficient to replace or adjust only the affected layer.

6.5 Packaging

Customers should retain the original protective transport packaging during the trial.

Where alternative packaging is approved, additional inspection or handling requirements may apply.

6.6 Exchange-first procedure

Where a genuine firmness or comfort concern can reasonably be corrected, a suitable technical solution is the primary remedy offered under the voluntary trial.

This may involve:

• A firmer or softer core.
• A different latex layer.
• Adjustment of the internal layer combination.
• Modification of the support and adaptation balance.
• Correction of a Dual, Dual Plush or Partner configuration.
• A suitable topper adjustment.
• Another agreed technical improvement.

An available, reasonable and suitable correction should be considered before a discretionary monetary refund.

6.7 Cooperation

The customer must reasonably cooperate with the assessment and provide relevant information necessary to determine the correct solution.

Refusal to provide essential information or consider an appropriate correction may affect eligibility for a voluntary commercial refund.

6.8 Outcome after an agreed correction

When an agreed adjustment or replacement has been delivered and accepted, the original firmness concern is treated as technically addressed, subject to the actual performance of the corrected product.

Any further optimisation may be considered by mutual agreement.

An additional optimisation does not automatically create a new commercial right to cancel the original order.

6.9 Statutory rights

The exchange-first procedure applies to our voluntary commercial trial.

It does not require a consumer to waive a statutory right to reject faulty goods, obtain a refund or exercise another legally available remedy.

6.10 Fulfilled manufacturing specification, individual comfort and technical optimisation

Divine DunlopDreams / Pro Latex is responsible for manufacturing and delivering products that conform to the customer’s confirmed individual specification, including the selected size, height, firmness, construction, zoning, internal layers and finish.

Our firmness categories and regulations are described through technical characteristics and engineering principles designed to balance anatomical adaptation and support.

Where a customer selects Firm and receives a correctly manufactured Firm product, or selects Soft and receives a correctly manufactured Soft product, we have fulfilled the corresponding firmness specification.

A subsequent preference for a different firmness or comfort sensation does not, by itself, mean that the product is defective, incorrectly manufactured or different from what was ordered.

Individual comfort preference must not be automatically equated with manufacturing non-conformity.

Our manufacturing responsibility is to supply a product that conforms to the agreed specification, applicable quality requirements and intended purpose.

We cannot guarantee that an initially selected firmness will perfectly match every customer’s subjective comfort preference.

However, our responsibility towards the customer does not end with delivery.

We remain open to identifying and implementing additional technical solutions that may improve the customer’s sleep experience.

Depending on the product and its construction, these solutions may include:

• Replacement of a latex core or individual layer.
• Adjustment to a softer or firmer regulation.
• Reconfiguration of internal latex layers.
• Addition of an appropriate comfort layer.
• Addition of a support component.
• Improvement of the balance between anatomical adaptation and support.
• Upgrading the existing mattress or topper configuration.
• Additional delivery of compatible components.
• A supplementary exchange or subsequent technical adjustment.
• Another individually agreed solution.

Each proposed solution is assessed according to the specific product, the customer’s requirements, the technical construction and operational feasibility.

Any agreed modification, exchange, additional production or upgrade will be documented in writing.

Where the requested change results from the customer’s individual comfort preference rather than a manufacturing error or another established non-conformity, additional materials, components, manufacturing, exchanges or logistics services may involve additional costs.

Any applicable costs will be explained and agreed with the customer in advance.

We do not refuse assistance when a customer experiences a comfort concern. We provide technical solutions intended to improve that comfort.

At the same time, where the original product conforms to the ordered firmness, quality, construction and intended purpose, a preference for a different comfort regulation does not, by itself, establish a manufacturing defect or a right to return or receive a monetary refund under the voluntary 50-Day Comfort Trial.

Our objective is to work constructively with the customer through correction, supplementation, replacement or upgrading rather than treating every change in individual comfort preference as a manufacturing failure.

Where a customer received professional firmness advice from us, or communicated a particular intended purpose before ordering, the suitability and accuracy of that advice and the resulting product remain relevant to any assessment of contractual conformity.

Nothing in this Section limits statutory rights concerning defective goods, incorrect descriptions, failure to meet an agreed purpose, incorrectly supplied specifications or any other legally protected consumer remedy.

7. COVERS

7.1 Warranty service

Where a warranty claim concerns the internal core or a particular component, the remedy may be limited to that affected component where legally appropriate.

A replacement of the cover is not automatically included unless the cover is also defective or its replacement is required for an effective remedy.

7.2 Replacement covers

Replacement covers may be purchased separately, subject to availability and production compatibility.

7.3 Individual cover configuration

The customer’s selected cover material, construction and finish arrangement form part of the manufacturing specification.

The finished product may have an integrated, fully separate or mixed cover arrangement as confirmed in the order.

7.4 Changes after production start

A customer-requested change of finish or cover arrangement after production has started is treated as an additional production modification.

Any applicable material, sewing, assembly, delivery and handling costs will be confirmed before proceeding.

8. GIFTS AND PROMOTIONAL BUNDLES

8.1 Promotional items

Where a voluntary commercial return of the main product is approved, accompanying complimentary pillows, gifts and promotional accessories may also need to be returned.

8.2 Missing gifts

If promotional items are retained, any applicable commercial refund may be recalculated to reflect the value of those items or the terms of the original promotion.

This does not invalidate statutory rights concerning a defective main product.

8.3 Warranty claims

Where particular components must be returned for a warranty assessment, the customer must cooperate in providing them.

Unrelated gifts are not required to establish statutory rights concerning faulty goods.

8.4 Promotional recalculation

Where one part of a discounted bundle is returned and another is retained, the voluntary commercial refund may be recalculated according to the disclosed promotional terms.

8.5 Hygiene

Returned pillows or promotional products must be suitable for safe handling.

Reasonable deductions may apply under the voluntary return scheme where items are missing or materially damaged.

9. FINANCIAL TERMS AND 50-DAY COMFORT TRIAL

9.1 Commercial refund-processing period

Where a physical return and technical inspection are required under the voluntary commercial trial, our internal processing period may take up to 12 working days after the product is received and registered at our designated facility.

Mandatory statutory refund deadlines take precedence where applicable.

9.2 Internal processing

This period may include:

• Receipt and registration.
• Product identification.
• Technical inspection.
• Measurement and testing.
• Assessment of the stated concern.
• Review of the order specification.
• Inspection of product condition.
• Review of relevant correspondence and evidence.
• Accounting and payment reconciliation.
• Written confirmation of the outcome.

9.3 Banking settlement

After an approved refund is initiated, payment providers or receiving banks may require up to an additional 2 working days to credit the funds.

9.4 Cancellations without physical return

Where a refund is due without a physical return, processing follows the applicable statutory or commercial timeframe from the relevant confirmed cancellation.

9.5 Delivery pricing

Unless otherwise stated, prices include the delivery service confirmed at checkout.

Additional services or exceptional logistics requirements may be charged separately where disclosed or agreed.

9.6 Return-status information

We aim to keep customers informed about the main stages of the process, including:

• Receipt of the request.
• Collection arrangements.
• Receipt at our facility.
• Technical assessment.
• Decision and explanation.
• Refund initiation or replacement dispatch.

9.7 Refund method

Refunds are normally issued through the original payment method.

A verified bank transfer may be used where legally permitted and agreed.

9.8 Returned in transit

Where goods have been returned unopened from the delivery network, any commercial processing period requiring physical verification begins after their return to our designated facility.

9.9 Customer ordering errors

A customer ordering the wrong size, quantity or configuration is not automatically entitled to a refund under the voluntary trial.

We may offer a correction or exchange where technically and operationally possible, subject to agreed additional costs.

9.10 Fair handling of refunds and delivery changes

We accept responsibility for appropriate remedies where properly due under applicable law or this Policy.

We also expect customers to provide accurate information, cooperate reasonably and avoid unnecessary disruption of production and delivery arrangements.

Where the customer requests a delivery postponement or change that we accept, the change is treated as an agreed operational adjustment.

Such an accommodation does not, by itself, establish seller non-performance.

The voluntary 50-Day Comfort Trial begins upon delivery, not during an agreed pre-delivery hold.

9.11 Reverse transit

Following collection, transportation back to our designated technical or production facility normally takes around 10 days.

Actual transport times depend on routing, consolidation, carrier operation and other circumstances.

This period is separate from internal inspection and commercial refund processing.

9.12 Refund assessment

A commercial refund requiring physical inspection will normally be determined after the returned product has been identified and assessed.

This procedure is intended to verify the reported issue and the applicable conditions of the voluntary trial.

No inspection procedure may be used to delay a mandatory statutory refund beyond the legally applicable deadline.

9.13 Trial limitation

Our voluntary 50-Day Comfort Trial is limited to one trial return per household per product type on the original qualifying order.

Reasonably related customer, billing, payment and delivery information may be used to establish whether the same household has already used the commercial benefit.

This does not restrict statutory claims.

9.14 Genuine purpose of the 50-Day Comfort Trial

The trial is intended for genuine domestic assessment of a mattress or topper purchased for regular sleep use.

It is not intended for temporary access to individually manufactured products.

The voluntary trial does not cover deliberate use for:

• Competitor analysis.
• Commercial benchmarking.
• Reverse engineering or product development.
• Investigative material or construction analysis.
• Copying or reproduction.
• Temporary accommodation.
• Furnishing for guests or short-term events.
• Product sampling for commercial purposes.
• Curiosity without a genuine intention to assess the product for normal sleep use.

Commercial status or association with another business does not, by itself, prove misuse.

The actual purpose and supporting evidence must be considered.

9.15 Suspected misuse

We may examine the available order record, correspondence, return explanation, product condition and other relevant evidence when determining whether the voluntary trial has been used for its intended purpose.

A refusal must not be based solely on speculation.

Where credible evidence establishes deliberate commercial, temporary or speculative misuse, a request may be excluded from the voluntary trial.

Direct costs may be recoverable where legally permitted and properly supported.

9.16 Genuine product assessment

An eligible comfort-related trial request should follow genuine and reasonable use of the product.

A customer claiming that a mattress or topper is unsuitable due to firmness or adaptation should be able to explain how that conclusion was reached.

Where no actual comfort assessment has taken place, a subjective comfort claim may fall outside the conditions of the voluntary trial.

This does not affect cases involving non-conforming products or statutory cancellation rights.

9.17 Written explanation

The customer must provide a reasonably clear explanation of the reported issue when using the voluntary trial.

Relevant information may include:

• Product configuration.
• Period of use.
• Firmness or comfort concern.
• Sleeping position.
• Support system.
• Relevant measurements.
• Supporting photographs or video.

A request for a monetary refund without a genuine trial-related concern does not automatically qualify.

A customer exercising a statutory cancellation right that does not require a reason is not required to provide one under this clause.

9.18 Technical correction before a commercial refund

Where the reported problem relates to comfort, firmness, softness, support balance or anatomical adaptation, we may assess whether an appropriate technical correction is available.

Such correction may include:

• Core replacement.
• Layer exchange.
• Firmness regulation changes.
• Additional latex components.
• Comfort-layer supplementation.
• Support adjustments.
• Upgrading the existing configuration.
• Another technically appropriate and agreed solution.

Where that solution is reasonable and suitable, it will be offered as the primary remedy under the voluntary commercial trial.

The customer is expected to cooperate reasonably with the process.

Where the original product conforms to the confirmed specification and applicable quality requirements, a subjective preference for another firmness does not automatically establish a defect-based or commercial refund entitlement.

Technical improvements resulting solely from personal preference may involve additional costs, agreed in writing before implementation.

9.19 Technical inspection

Returned products may undergo inspection at our designated technical facility.

The assessment may include:

• Confirmation of model and specification.
• Dimensions, height and firmness.
• Layer arrangement and cover configuration.
• Latex support, recovery and elasticity.
• Structural condition and deformation.
• Hygiene, contamination and handling condition.
• Evidence of improper support or damage.
• Comparison between the claimed problem and actual findings.
• Examination of any evidence of deliberate trial misuse.

The objective is to determine whether the reported concern is supported by the available evidence and identify the appropriate remedy.

Where a manufacturing defect or our error is confirmed, we will provide the applicable remedy.

Where the allegation is not supported and the product conforms to the confirmed order and applicable requirements, a defect-based refund claim may be rejected with a written explanation.

A commercial trial refund may also be declined where the conditions of the voluntary scheme have not been met.

9.20 Separate stages of the return process

The return procedure may involve three separate operational stages.

Stage 1 – Collection and reverse transit

Collection is arranged following authorisation and logistics confirmation.

Reverse transit to the designated facility normally takes around 10 days.

Stage 2 – Inspection and internal processing

After receipt and registration, technical inspection and internal processing may take up to 12 working days.

Stage 3 – Refund initiation and banking settlement

Where a commercial refund is approved, it is initiated following the assessment and accounting procedure.

Banking settlement may take up to an additional 2 working days.

These are separate operational stages, not one guaranteed combined period.

Mandatory statutory deadlines override this commercial procedure whenever applicable.

10. MEDICAL AND TECHNICAL SAFEGUARDS

10.1 Product status

Our mattresses and toppers are sleep products, not medical devices.

References to anatomical support, orthopaedic construction, pressure response or adaptability describe intended product characteristics and are not guarantees of medical treatment.

10.2 Discomfort and pain

Back, neck, shoulder or general discomfort does not automatically establish a manufacturing defect.

Where appropriate, we may investigate firmness, support, adaptation, the bed base and other relevant factors.

A genuine technical issue will be assessed on its merits.

10.3 Firmness mismatch

Firmness mismatch is not automatically a manufacturing defect.

A suitable technical adjustment or exchange may be offered under Section 6.

Where the product has been correctly manufactured to the customer’s selected firmness, a later preference for another firmness does not, by itself, establish a defect.

10.4 Medical conditions

Customers with medical concerns should seek advice from an appropriately qualified healthcare professional.

We do not accept liability for a medical outcome unrelated to any breach or defect attributable to us, subject to applicable legal protections.

10.5 Allergies, asthma and individual sensitivities

Customers should consider their own suitability for natural latex products before ordering, including any known or suspected latex allergy, asthma-related sensitivity, respiratory condition or other individual reaction.

An individual sensitivity or pre-existing medical condition does not automatically establish that the product is defective or improperly manufactured.

Where the supplied product is correctly described, compliant and free from an attributable defect, symptoms arising solely from an individual sensitivity do not establish a product-quality claim.

Nothing in this clause limits liability that cannot lawfully be excluded, including liability for defective, contaminated or misdescribed goods.

11. INCORRECT ADDRESS AND DELIVERY OBSTRUCTION

11.1 Accurate information

Customers must provide an accurate name, telephone number, email address, postcode, delivery address and any necessary access information.

11.2 Delivery obstruction

Delivery obstruction may include:

• Deliberately incorrect information.
• Denial of agreed access.
• Unjustified refusal of delivery.
• Failure to attend confirmed arrangements.
• Repeated conflicting instructions.
• Customer-created holds or postponements that prevent the agreed delivery.
• Failure to provide necessary information despite reasonable requests.

11.3 Consequences

Where delivery is prevented by circumstances attributable to the customer, we may reasonably reorganise delivery and charge applicable additional transport, storage, return or handling costs where legally permitted.

11.4 Contact and cooperation

We will normally attempt to resolve the problem through communication.

Where necessary details or cooperation are not provided within a reasonable period, further discretionary delivery attempts may be postponed.

11.5 Statutory rights

Nothing in this Section removes or limits non-waivable statutory rights.

12. RETURNED IN TRANSIT – UNOPENED

12.1 Definition

A consignment is considered returned in transit where it enters the delivery process but is returned to our facility before being accepted or opened by the customer.

12.2 Return to our facility

For commercial cases requiring verification, the return and assessment process begins after the consignment is received and registered at our designated facility.

12.3 Transit period

Reverse routing may normally take around 10 days, depending on the carrier and operational conditions.

Internal assessment and processing follow Section 9.

12.4 Refunds

Any approved refund will be made through the appropriate payment method and within the applicable statutory or commercial timeframe.

12.5 Customer-caused delivery failure

Where an unsuccessful delivery results from incorrect information, refusal or obstruction attributable to the customer, Section 11 applies.

12.6 Cancellation after dispatch

Where goods have entered the carrier network, a commercial cancellation may be handled as a return rather than a pre-dispatch cancellation.

Applicable direct costs may be charged or deducted where legally permitted.

Statutory cancellation and refund rights take precedence.

13. WRONG SIZE AND/OR QUANTITY – CUSTOMER ERROR

13.0 Custom Made to Order production

Mattresses and toppers are produced or finally configured according to the confirmed customer order.

The manufacturing specification may include:

• Dimensions and size.
• Height.
• Firmness.
• Latex density or support regulation.
• Internal layer construction.
• Split arrangements.
• Dual or Partner configurations.
• Cover materials.
• Cover construction.
• Finishing configuration.
• Other individually selected production characteristics.

Customer specifications are documented through the order and relevant production records.

The legal classification of a product as made to the consumer’s specifications depends on the nature of the actual individual order.

Standard pillows are generally treated separately unless personalised.

13.0.1 Finish and cover configurations

The customer may select:

• An integrated construction under one common cover.
• A fully separate arrangement using individual covers.
• A mixed configuration combining common and separate covers.

The selected arrangement forms part of the finished product specification.

13.0.2 Cancellation position

Where the product qualifies under the applicable legal exception for made-to-specification or clearly personalised goods, the statutory change-of-mind cancellation right may not apply.

A voluntary commercial return remains governed by the conditions of this Policy.

13.0.3 Faults and statutory remedies

Custom manufacture does not exclude legal remedies for defective, incorrect, misdescribed or otherwise non-conforming products.

13.1 Customer ordering error

A customer ordering error occurs where the supplied product matches the confirmed order but the customer selected an unsuitable size, quantity or configuration.

For example, a split configuration may contain two individual components rather than one continuous core, as specified in the order.

13.2 Trial exclusion

The voluntary 50-Day Comfort Trial is not intended to correct mistakes made by the customer when selecting dimensions, quantities or other specifications.

Such errors do not automatically create a right to a monetary refund under that trial.

13.3 Standard-size correction

Where possible, we may assist with correction or exchange.

Relevant direct costs and any price difference will be agreed in writing.

13.4 Bespoke specifications

For qualifying Custom Made to Order products, a customer-requested correction after production has started may require new materials, components or manufacturing.

Any agreed correction is subject to applicable costs.

13.5 Product condition

An exchange may require the original product to be clean, safely packaged and available for technical inspection.

13.6 Logistics

Collection and re-manufacture depend on production capacity, component availability and delivery scheduling.

13.7 Customer responsibility

Where the delivered product accurately matches the confirmed specification, we do not accept responsibility for a customer selection error.

Any voluntary correction is subject to written agreement.

13.8 Exchange, Production Start and Deferred Delivery

13.8.1 Production or logistics start

Production and operational execution may begin when a confirmed order has entered one or more of the following stages:

• Material allocation or preparation.
• Core or layer preparation.
• Cover preparation or sewing.
• Assembly or finishing.
• Packaging.
• Carrier booking.
• Production or logistics documentation.

13.8.2 Accepted exchange

An exchanged product delivered and accepted under a voluntary agreement is normally treated as completion of the agreed technical solution.

Further discretionary adjustments may be considered separately.

13.8.3 Exchange finalisation

Once the agreed exchange has been supplied, the original issue is considered addressed to the extent that the replacement conforms to the agreement and applicable standards.

An additional request does not automatically cancel the original transaction.

13.8.4 Custom production

Cancellation of a qualifying Custom Made to Order product after production start does not automatically create an entitlement to a commercial refund.

The customer may remain responsible for reasonable and properly incurred costs where permitted.

13.8.5 Standard-size products

Any commercial cancellation after operational execution may be subject to actual, reasonable and evidenced costs.

13.8.6 Deferred delivery during transit

Where a customer cancels or refuses delivery during an agreed deferred-delivery arrangement, applicable legal rights and reasonable direct logistics costs will determine the outcome.

13.8.7 Cancellation before dispatch during deferral

Where dispatch has been postponed at the customer’s request, a later cancellation may be subject to the order’s made-to-specification status and costs already reasonably incurred.

13.8.8 After handover to the carrier

Section 12 applies to goods already in transit.

Reasonable direct transport and handling costs may apply where legally permitted.

13.8.9 Deposits and records

Deposits and advance payments may be applied against properly incurred costs only where the law permits and the relevant terms are fair and transparent.

Production documentation, correspondence, carrier bookings and invoices may be used to establish the amounts involved.

13.8.10 Payment disputes

Payment disputes will be addressed using the relevant contractual, production, payment and delivery evidence.

13.8.11 Statutory rights

Nothing in this Section restricts non-waivable statutory rights.

13.8.12 Customer-requested delivery changes

A delivery postponement or rescheduling agreed at the customer’s request does not automatically constitute seller delay or non-performance.

13.8.13 Written records

Customer-requested holds, rescheduling and revised delivery arrangements should be recorded in writing.

13.8.14 Customer-created delivery holds

A customer-created delivery hold cannot, by itself, be used to establish that we refused or failed to deliver where we remained ready to fulfil the agreed arrangements.

13.8.15 Seller delay notification

Where we notify a customer of a revised dispatch or delivery schedule, we may request written confirmation within 24 hours for operational planning.

Failure to respond does not remove statutory cancellation, delivery or refund rights.

13.8.16 Cancellation after revised scheduling

A later discretionary cancellation may be assessed according to the production stage, confirmed arrangements and documented direct costs.

Any statutory cancellation or refund requirement takes precedence.

13.8.17 Refund and banking time

Refunds are processed under Section 9 and applicable law.

Banking settlement may require additional time after initiation.

13.9 Website images and examples

Website photographs and illustrations are intended to present the product range.

Natural materials, textiles and latex may show minor normal variations in colour, texture, surface marks and finish.

Products must nevertheless comply with any specific description, material or construction representation forming part of the contract.

Furniture, bedding and decorative items shown for presentation are not included unless stated.

13.10 Manufacturing tolerances

Reasonable manufacturing tolerances in dimensions, thickness, textile fitting and natural material appearance do not automatically constitute defects.

Any claimed tolerance must be assessed in relation to the product specification, the nature of the variation and its effect on product conformity and performance.

13.10.1 Proprietary manufacturing methods

The customer purchases the completed product according to the confirmed order specification, not a contractual right to dictate, approve or redesign our internal manufacturing procedures.

Our methods of Dunlop latex processing, material preparation, construction, assembly, finishing and other technical decisions form part of our proprietary manufacturing know-how and operational responsibility.

Where the finished product conforms to the confirmed dimensions, material description, firmness, zoning, construction requirements, support performance and applicable quality standards, the use of a particular internal manufacturing method does not, by itself, constitute a valid reason for rejection, refund, exchange or compensation.

We remain responsible for the conformity and safety of the finished product.

13.10.2 Natural latex surface and internal characteristics

Natural latex foam may exhibit normal production and handling characteristics, including:

• Small pores and pinholes.
• Minor surface marks.
• Small superficial fissures.
• Minor internal tears or extraction marks.
• Trimming or alignment marks.
• Other limited visual irregularities associated with normal manufacture and handling.

These characteristics may arise during casting, curing, demoulding, trimming, handling, assembly or finishing.

They are not automatically manufacturing defects where they do not compromise structural integrity, support, elasticity, recovery, durability, safety, hygiene, dimensions, firmness or normal product performance.

13.10.3 Internal appearance and finished product

Unless the confirmed specification expressly provides otherwise, the supplied product’s contractual finish is the completed mattress or topper, including its selected cover arrangement.

Internal components are functional elements rather than decorative external surfaces.

The customer’s personal preference regarding internal visual appearance or manufacturing technique does not, by itself, establish a defect.

This does not remove the requirement to supply any construction, materials or internal characteristics expressly promised or described in the contract.

13.10.4 Valid technical construction concerns

A technical construction complaint may be valid where evidence establishes:

• A manufacturing defect.
• Incorrect dimensions, firmness, zoning or configuration.
• Failure to meet the agreed material or construction description.
• Abnormal deformation.
• Loss of support, elasticity or recovery.
• Unsafe construction.
• Damage or contamination attributable to us.
• Another failure to meet applicable contractual or statutory standards.

Our proprietary manufacturing methods do not exempt us from responsibility for such problems.

13.11 Basket and order-confirmation check

Customers should verify the model, size, height, firmness, layer arrangement, quantity and finish configuration before confirming the order.

Any correction should be requested in writing as soon as possible.

Where the product was supplied correctly according to the confirmed order, an error in customer selection is handled under the relevant voluntary correction provisions.

14. CANCELLATION AFTER CONFIRMED EXCHANGE AND/OR PRODUCTION START

14.1 Definition

Production and operational start are defined in Section 13.8.1.

14.2 General principle

After production has begun, a change of mind does not automatically create a commercial refund entitlement for a qualifying individually manufactured product.

14.3 Bespoke and split products

Cancellation of a genuinely made-to-specification product after production start may be refused under the applicable statutory cancellation exception.

Any additional customer-requested changes remain subject to production feasibility and agreed costs.

14.4 Standard products

Where a commercial cancellation is accepted after operational execution, reasonable actual costs may be considered where permitted by law.

14.5 Goods in transit

Section 12 applies where goods have already entered the carrier network.

14.6 Deposits

Deposits may be retained or applied against costs only to the extent legally permissible and consistent with fair contractual terms.

14.7 Evidence and accounting

Any claimed costs must be reasonably identifiable and supported by relevant records.

14.8 Related sections

Sections 9, 12, 13 and 15 apply as relevant.

14.9 Payment disputes

Disputes will be responded to using the contractual and evidential record.

Costs will only be sought where there is a lawful basis.

14.10 Statutory protection

No part of this Section excludes non-waivable statutory rights.

14.11 Accepted exchange

An exchange completed under a voluntary commercial agreement is not, by itself, grounds to reopen the original transaction for an unconditional refund.

Further concerns will be assessed according to the replacement’s actual conformity, applicable statutory rights and any additional agreed commercial terms.

15. AGREED DEFERRED DELIVERY AND CANCELLATION DURING TRANSIT

15.1 Deferred delivery

Deferred delivery means that the customer has requested a later delivery date or a temporary hold, and we have accepted the arrangement.

15.2 Production and logistics commitment

Following agreement, we may allocate materials, reserve production resources, schedule transport or arrange storage.

The customer must provide reasonable cooperation and availability.

15.3 Cancellation after dispatch

Where cancellation or refusal occurs after dispatch, the outcome depends on the product’s legal classification, applicable statutory rights and the commercial terms agreed before purchase.

Reasonable direct costs of transport, storage, rerouting or return may apply where permitted.

15.4 Cancellation before dispatch

For qualifying Custom Made to Order products, the statutory cancellation exception may apply.

For other products, any commercial or statutory cancellation will be handled according to the applicable legal requirements.

15.5 Records and costs

Written delivery agreements, order correspondence, production records, storage documents and carrier bookings may be used to verify arrangements and actual costs.

15.6 Related sections

Sections 9, 11, 12, 13 and 14 apply where relevant.

15.7 Statutory rights

Nothing in this Section limits or excludes non-waivable statutory consumer rights.

15.8 Application of this Policy

This version of the Policy applies to future orders for which it has been made available before the customer completes the purchase.

Changes to this Policy will not retrospectively reduce rights already agreed under an earlier order.

Divine DunlopDreams / Pro Latex

Serious Sleep Solutions for Serious Customers

We manufacture responsibly, assess concerns professionally and provide appropriate solutions where genuinely required.

Our commitment is to product quality, technical performance, fair customer treatment and responsible use of the services we provide.

https://divinedunlop.com/