Privacy Policy

RETURN & REFUND POLICY

Divine DunlopDreams / Pro Latex

WE ARE SERIOUS MANUFACTURERS AND WE WORK FOR SERIOUS CLIENTS

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 craft natural latex mattresses and toppers designed for long service life. With correct care and use, our products typically reach a lifespan of 20–25 years.

A natural latex mattress is a long-term purchase. Unlike conventional mattresses that may require replacement every 5–7 years, our products reduce the need for frequent replacement when used and cared for correctly.

1 GENERAL TERMS

1.1 Written requests

Returns, exchanges, claims, cancellations and refund requests must be submitted in writing by email, letter or another official written communication channel accepted by us.

Telephone conversations alone do not constitute a valid return, exchange, cancellation or refund request.

1.2 Trial period

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

The 50-Day Comfort Trial is a voluntary commercial benefit provided in addition to any non-waivable statutory consumer rights.

1.3 Return collection

Where a return or collection has been authorised, collection is normally organised within up to 12 working days from our written authorisation and receipt of the information required to arrange collection.

1.4 Refund process

Refunds are processed in accordance with the applicable procedures and timeframes set out in Section 9.

1.5 Product rotation

To preserve the product’s shape and maintain eligibility under the trial and warranty conditions, the mattress must be rotated from head to foot at least four times during the first six months.

After the first six months, rotation up to once per year is recommended.

Where a model is specifically designed to be used on both sides, the applicable turning instructions must also be followed.

1.6 Failure to follow care instructions

Failure to follow the applicable rotation, turning, ventilation, support, handling or care instructions may affect return, exchange and warranty eligibility where that failure has caused or contributed to the reported problem.

1.7 Seriousness and good faith

We operate seriously and expect the same level of responsibility from every customer.

When a customer orders a mattress or topper to an individual specification, including a particular size, height, firmness, layer arrangement, finish configuration or cover choice, the customer engages a complete process involving production, materials, quality control, import, distribution, specialised handling and delivery.

It is not acceptable to engage this process and subsequently request a return without a genuine, clearly communicated and reasonable basis under this Policy.

1.8 Bad faith and obstruction

Where a customer fails to cooperate, provides conflicting instructions, obstructs delivery or collection, refuses acceptance without proper grounds, misrepresents the circumstances, or attempts to cancel or return a Custom Made to Order product without an applicable basis, the request may be treated as bad-faith conduct or operational obstruction.

In such circumstances, we may decline benefits offered exclusively under our voluntary commercial Policy, subject always to any non-waivable statutory consumer rights.

1.9 Acceptance at checkout

By placing an order and completing checkout, the customer confirms that the product details entered into the order have been reviewed and that the customer accepts this Policy and the terms made available before completion of the purchase.

Completion of checkout and successful payment create the order record for the selected goods, subject to our confirmation and any applicable verification process.

1.10 Customer records

Customers should retain a copy of their order confirmation, product specification, payment confirmation and the version of this Policy applicable at the time of purchase.

1.11 Electronic communications as written communications

For the purposes of this Policy, emails and messages sent through our official communication channels constitute written communications, unless applicable law requires a different form.

The customer is responsible for providing and maintaining an active and accurate email address and telephone number.

1.12 Return Authorisation

Returns, exchanges and collections must be initiated in writing and require our written Return Authorisation and return instructions.

Goods must not be independently shipped, handed to an unapproved carrier or delivered to an address not confirmed by us.

Where legally permitted, a product returned without authorisation or contrary to our written instructions may be refused, redirected or held at the customer’s risk and expense.

This clause does not remove a statutory right merely because the customer has not used our preferred form or terminology, provided that a legally valid cancellation or claim has otherwise been clearly communicated.

1.13 Unacceptable behaviour

We apply a zero-tolerance approach to threatening, abusive, harassing, discriminatory, fraudulent or otherwise unacceptable behaviour towards our staff, production teams, delivery partners or service providers.

Where such behaviour occurs, we may refuse further discretionary service, discontinue informal communication or require that all subsequent contact is made in writing.

Any outstanding statutory obligation will continue to be handled through an appropriate written channel.

1.14 Statutory cancellation rights

Nothing in this Policy removes any non-waivable cancellation or consumer remedy available under applicable law.

Where the statutory right to cancel a standard distance-sale order applies, the customer may exercise that right within the applicable legal period without being required to provide a comfort-related reason.

Goods genuinely manufactured to the customer’s specifications or clearly personalised may be excluded from the statutory cooling-off right where the applicable law provides such an exclusion.

1.15 Custom Made to Order status of mattresses and toppers

All Divine DunlopDreams / Pro Latex mattresses and toppers are Custom Made to Order products.

They are not held as completed and fully configured stock products awaiting general resale.

Production and final configuration begin after the customer has selected or confirmed the required individual specification.

Depending on the model, the individual specification may include:

(a) mattress or topper size;

(b) UK, European, Scandinavian, split or special dimensions;

(c) total finished height;

(d) latex core height;

(e) firmness regulation;

(f) single, Dual, Dual Plush, Partner or layered construction;

(g) internal layer arrangement;

(h) different firmness combinations;

(i) topper and support configuration;

(j) cover material;

(k) cover construction;

(l) finish and cover configuration;

(m) another individually selected production requirement.

Finish and cover configuration may be selected in one of the following forms:

(a) Integrated finish – all selected latex layers, cores or internal elements are assembled beneath one common finished outer cover;

(b) Fully separate finish – each selected core, layer or construction element is enclosed in its own separate cover;

(c) Mixed finish – selected layers or components are enclosed beneath one common cover, while one or more additional elements, such as a topper or separate support layer, remain individually covered and separate.

The selected finish and cover arrangement affects cutting, assembly, fitting, finished dimensions, handling, ventilation, movement between layers and the final construction of the product.

It therefore forms part of the individual manufacturing specification.

The fact that certain options appear as selectable choices on the product page does not mean that the completed product already exists as general finished stock.

The customer’s selected combination is manufactured, cut, assembled, covered, checked and prepared specifically for that individual order.

Standard pillows are excluded from this Custom Made to Order classification unless the relevant pillow is expressly ordered with an individual size, construction, fill, cover or another personalised specification.

1.16 Legal effect of Custom Made to Order production

Our mattresses and toppers are manufactured and configured according to the customer’s individually selected specification.

They are not treated under this Policy as ordinary completed stock goods for unconditional change-of-mind cancellation purposes.

Where applicable law excludes goods made to the customer’s specifications or clearly personalised goods from a statutory cooling-off or cancellation right, that exclusion applies to the extent that the individual product meets the applicable legal test.

Our voluntary 50-Day Comfort Trial remains a separate commercial benefit offered under the specific conditions of this Policy.

It does not alter the product’s Custom Made to Order status and does not create an unconditional right to return an individually manufactured mattress or topper without complying with the trial, assessment, inspection, exchange and technical-correction procedures set out in this Policy.

Nothing in this clause limits any non-waivable statutory right where the supplied product is proven to be faulty, not as described, incorrectly manufactured or otherwise non-conforming.

2 FREE RETURNS – MANUFACTURING DEFECTS

2.1 Confirmed manufacturing defect or our error

Where a manufacturing defect or an error attributable to us is confirmed, the applicable return, repair, correction or exchange will be carried out without charge to the customer.

The remedy provided will depend on the nature of the problem and the customer’s applicable statutory and contractual rights.

2.2 Collection

Where collection is required following confirmation of our error or a manufacturing defect, collection is normally organised within up to 12 working days.

2.3 Returns without a confirmed defect

For a return where no manufacturing defect or error attributable to us is established, actual collection, transport, packaging, handling, inspection, reconditioning and redelivery costs may be deducted or charged where legally permitted and where the return falls under our voluntary commercial Policy.

3 CLAIMS – OBJECTIVE CRITERIA

3.1 Evidence requirements

Claims must be submitted in writing and must include sufficient information to allow a reasonable assessment.

We may require:

(a) clear photographs;

(b) a short video;

(c) photographs of the complete mattress or topper;

(d) photographs of both sides where applicable;

(e) photographs of the bed base, frame and slats;

(f) measurements using a visible ruler, straight edge or measuring tape;

(g) photographs or video of the product placed directly on a sound and level surface for diagnostic purposes;

(h) the customer’s height, weight, sleeping position and period of use;

(i) any other evidence reasonably required to assess the stated concern.

3.2 Impression and deflection criteria

For the purposes of our commercial assessment, a product is considered structurally sound where any normal impression or deflection does not exceed 12% of the product’s height.

Examples:

20 cm mattress – up to 2.4 cm

28 cm mattress – up to 3.36 cm

14 cm topper – up to 1.68 cm

12 cm topper – up to 1.44 cm

10 cm topper – up to 1.20 cm

8 cm topper – up to 0.96 cm

These commercial criteria do not exclude a separate assessment of any applicable statutory standard.

3.3 Deformation claims

A deformation above the applicable assessment threshold may justify further technical investigation.

Smaller normal variations, settling, compression or adaptation do not automatically establish a manufacturing defect or an entitlement to a refund.

3.4 Diagnostic rotation or floor test

Where requested, the customer must rotate the product from head to foot and perform the specified diagnostic test.

If the reported issue does not appear after rotation or disappears when the product is placed on a sound and level test surface, the evidence may indicate that the cause is not the mattress or topper.

Failure to complete a reasonably requested diagnostic procedure may prevent us from determining the claim.

4 HYGIENE

4.1 Return condition

A returned mattress or topper must be clean, dry, free from stains, infestation, contamination, bodily fluids, smoke, excessive fragrance and strong odours, and suitable for safe inspection, reuse, recycling or donation.

4.2 Covers

Covers are not included in the warranty where damage results from tearing, cutting, incorrect washing, contamination, misuse, mishandling or accidental damage.

4.3 Heavily soiled products

Where a commercial return remains eligible but the cover is heavily soiled or requires replacement, the refund may be reduced by 30% or by the documented cost of replacement, cleaning, handling or disposal where legally permitted.

4.4 Unsafe or contaminated returns

We may refuse to collect, open, inspect or handle a product presenting a hygiene, contamination, infestation or health risk.

Any disposal, specialist handling or decontamination cost may be charged or deducted where legally permitted.

5 BED BASE / FRAME CONDITIONS

5.1 Required support

The bed base must be sound, stable and level.

Slat gaps must normally be no wider than 6–7 cm unless a different requirement is specified for the product.

Beds with a width of 160 cm or more must have appropriate central support, including a central beam and suitable supporting legs where required by the construction.

5.2 Damage caused by the support system

Deformation, dipping, distortion or damage caused or contributed to by a sagging, twisted, broken, unstable, incorrectly assembled or insufficiently supported bed base, frame, platform or slat system is not a manufacturing defect in the mattress or topper.

5.3 Diagnostic floor test

Where the cause is uncertain, a temporary diagnostic test on a clean, dry and level floor or another approved solid surface may be required.

This is a short diagnostic procedure only and is not a recommendation to use the mattress permanently on the floor.

If the reported issue disappears during the diagnostic test, the bed base, frame or support system may be treated as the cause.

5.4 Claims caused by the bed or frame

We do not accept a defect claim, objection or complaint against the mattress or topper where the evidence shows that the actual cause is a defect, deformation, instability or failure of the bed, bed base, frame, platform, slats or support system.

5.5 Post-return diagnosis

Following return, we may perform a technical diagnosis of the mattress or topper and review the evidence relating to the bed base or frame.

If the diagnosis confirms that there is no defect attributable to our product, or that the reported problem arose from incorrect or insufficient support, we may reject a defect-based refund claim.

Where the request falls solely under our voluntary commercial trial, we may decline a full commercial refund or deduct direct costs where permitted by this Policy and applicable law.

6 FIRMNESS AND CORE SWAP / EXCHANGE

6.1 Firmness regulation

We strongly encourage customers to follow our Dunlop firmness regulation system.

Firmness is not simply a subjective choice between “hard” and “soft”. It is a technical balance between anatomical adaptation, body weight, proportions, sleeping position, support and stability.

Following the firmness guidance supports a more predictable and anatomically appropriate selection.

6.2 Firmness and comfort correction

A concern that a mattress or topper feels too firm, too soft, insufficiently adaptive or otherwise incorrectly balanced is not, by itself, a manufacturing defect.

Such a concern does not create an automatic entitlement to a monetary refund under the voluntary 50-Day Comfort Trial.

After a minimum of 30 nights of genuine and regular use, a concern relating solely to firmness, softness, adaptation or comfort balance will first be assessed under our firmness regulation and technical optimisation process.

6.3 Exchange procedure

Where a core or firmness exchange is agreed, we may deliver the replacement core or layer while the appointed carrier collects the original core or layer.

The exact procedure depends on the model, location, product construction and operational requirements.

6.4 Dual-layer products

For dual-layer or multi-component products, only the affected or relevant layer may be replaced or adjusted where that is sufficient to resolve the concern.

6.5 Packaging

The original transport bag and protective packaging must be retained during the trial period wherever reasonably possible.

Where alternative customer-supplied packaging is accepted, the product may be subject to additional inspection and evidence requirements.

The customer is responsible for damage caused by inadequate packaging or unauthorised handling during a customer-arranged return.

6.6 Exchange-first procedure for firmness concerns

Where the stated concern can reasonably be corrected through a change of firmness, core, layer, topper configuration or another technical adjustment, that correction will be the primary remedy offered under the voluntary 50-Day Comfort Trial.

Depending on the product construction, this may include:

(a) replacement of the core or affected latex layer;

(b) adjustment to a firmer or softer regulation;

(c) reconfiguration of internal layers;

(d) correction of the topper and support balance;

(e) adjustment of a Dual, Dual Plush or Partner configuration;

(f) correction of an unsuitable bed base or support condition;

(g) another technically appropriate solution agreed in writing.

A subjective statement that the product is “too firm”, “too soft” or “not comfortable” cannot be relied upon as a direct reason for a commercial refund while a reasonable and suitable technical correction remains available.

6.7 Customer cooperation

The customer must reasonably cooperate with the firmness assessment and provide the information required to identify the appropriate solution.

This information may include:

(a) body weight and height;

(b) normal sleeping position;

(c) bed-base and frame information;

(d) period and manner of use;

(e) a clear description of the concern;

(f) photographs, measurements or other evidence where relevant.

Where the customer refuses a reasonable firmness assessment, core exchange, layer correction or other technically appropriate solution, the request may be treated as falling outside the voluntary 50-Day Comfort Trial.

A customer may not refuse an available and reasonable technical correction and then rely on the same correctable firmness concern as the sole basis for a commercial refund.

6.8 Outcome following correction

Once an agreed firmness exchange, core replacement, layer adjustment or comfort optimisation has been produced, delivered and accepted, the original firmness concern is treated as technically addressed.

Any further request will be assessed as an additional optimisation request and not as a cancellation of the original order.

Further adjustments or exchanges may be offered by mutual written agreement and may be subject to additional production, collection, delivery, packaging or material costs.

Delivery and acceptance of an agreed correction do not create or restore a right to a monetary refund under the voluntary 50-Day Comfort Trial.

6.9 Statutory rights

Sections 6.2 and 6.6–6.8 apply to our voluntary 50-Day Comfort Trial and to subjective comfort or firmness concerns where no product fault has been established.

They do not limit any non-waivable statutory cancellation right or remedy relating to goods proven to be faulty, not as described or otherwise non-conforming.

7 COVERS

7.1 Warranty claims

For a warranty claim relating to the internal mattress or topper construction, only the affected core or component may be repaired, corrected or replaced.

The existing cover is not automatically replaced.

7.2 Replacement covers

A replacement cover may be purchased separately at any time, subject to availability and production compatibility.

7.3 Individually selected cover configuration

The cover material, cover construction and selected finish arrangement form part of the customer’s Custom Made to Order specification.

Depending on the confirmed order, the finished construction may contain:

(a) one common outer cover enclosing all selected layers or internal components;

(b) separate individual covers for each selected core, layer or construction element;

(c) a mixed configuration combining elements enclosed beneath one common cover with other separately covered elements.

A cover configuration manufactured according to the confirmed order is not considered incorrect merely because another finish arrangement would also have been technically possible.

7.4 Change of cover configuration

A request to change from an integrated cover to separate covers, from separate covers to an integrated cover, or to another mixed finish after production has started is treated as a customer-requested production change.

Any such change is subject to production feasibility, written agreement and applicable costs for new covers, cutting, sewing, assembly, transport and processing.

8 GIFTS AND PROMOTIONAL BUNDLES

8.1 Complete return

When returning or exchanging a main product, all gifts and promotional additions supplied as part of the order, bundle, promotion or discount code must also be returned where required.

This includes pillows and other complimentary products.

8.2 Missing promotional products

Where a gift, pillow or promotional addition is not returned, we may:

(a) deduct its normal selling price from any commercial refund;

(b) recalculate the order without the promotional discount;

(c) decline a voluntary commercial return where the return conditions have not been fulfilled.

A missing promotional product does not invalidate statutory rights relating to a proven defect in the main product.

8.3 Warranty service

Where a warranty claim requires the return of a complete product set or relevant components, failure to provide those components may delay or prevent the requested service.

8.4 Bundle recalculation

Where one item from a discounted bundle is returned and another item is retained, the retained item may be recalculated at its applicable individual selling price and the commercial refund adjusted accordingly.

8.5 Hygiene-sensitive gifts

Pillows and other hygiene-sensitive products must be clean, undamaged and suitable for safe handling.

Where they are heavily soiled, contaminated or damaged, they may be treated as not returned.

9 FINANCIAL TERMS AND 50-DAY COMFORT TRIAL

9.1 Refund processing timeframe

Where a physical return and inspection are required, the internal refund-processing period is up to 12 working days after the returned goods are received at our designated production or technical facility and registered for inspection.

Where no physical return is required, the applicable processing period begins after we confirm the cancellation or refund in writing.

Any shorter mandatory period required by applicable consumer law takes precedence over this commercial processing timeframe.

9.2 Internal processing

The internal processing period may include:

(a) registration and intake;

(b) product identification;

(c) inspection and technical assessment;

(d) grading and condition assessment;

(e) review of the stated reason for return;

(f) review of evidence and correspondence;

(g) accounting and payment reconciliation;

(h) determination and written confirmation of the outcome.

9.3 Banking time

Once an approved refund has been initiated by us, the payment provider or receiving bank may require up to an additional 2 working days to credit the funds.

This banking period is outside our direct operational control.

9.4 Cancellation before dispatch

Where an order is lawfully cancelled before dispatch and no physical return is required, the applicable refund-processing period begins from our written confirmation of cancellation.

This does not alter the separate rules applying to Custom Made to Order goods, production already commenced, non-refundable services, deposits or costs already incurred where permitted by law.

9.5 Delivery pricing

Unless otherwise specified in the order, quoted prices include the delivery service expressly confirmed at checkout or in the written order confirmation.

Additional services, remote-area charges, redelivery, storage, installation or exceptional access costs may be charged separately where disclosed or subsequently agreed.

9.6 Status information

We aim to keep the customer informed at the principal stages of an authorised return or claim, including:

(a) request received;

(b) information or evidence required;

(c) collection arranged;

(d) goods received at the facility;

(e) inspection completed;

(f) outcome confirmed;

(g) refund initiated or replacement dispatched.

9.7 Refund method

Refunds are normally processed through the original payment method.

Where that is not possible or where otherwise agreed, a refund may be made by bank transfer following appropriate account verification.

9.8 Returned in transit

For cases under Section 12, the internal refund-processing period begins after the unopened goods have returned to and been registered at our designated facility.

Any applicable mandatory statutory refund deadline takes precedence.

9.9 Incorrect size or quantity

Orders placed with an incorrect size, specification or quantity due to customer error are not eligible for a refund under the voluntary 50-Day Comfort Trial.

Where a correction or exchange is agreed, the customer is responsible for the applicable costs, including:

(a) collection and return transport;

(b) redelivery;

(c) packaging and materials;

(d) any replacement cover;

(e) any price difference;

(f) production or re-manufacture;

(g) reasonable administrative processing.

This applies together with Section 13 and does not limit non-waivable statutory rights.

9.10 Fair handling

Nothing in this Policy affects or limits the customer’s non-waivable rights under applicable consumer law.

In addition to those rights, we offer our own 50-Day Comfort Trial as a commercial policy intended to provide a fair and supportive solution where the customer presents a genuine and clearly communicated concern in good faith.

We do not avoid responsibility for refunds, exchanges, collections or delivery-related remedies where they are properly due.

At the same time, the Policy does not allow conflicting delivery instructions, customer-created delivery holds, repeated rescheduling requests or operational reversals to be used to misrepresent an active order as abandoned, refused or unperformed where we remain ready and willing to fulfil it.

Where we agree to pause, hold, reschedule or reorganise delivery at the customer’s request, that accommodation is treated as a good-faith operational adjustment and not, by itself, as seller delay or non-performance.

The 50-Day Comfort Trial begins after delivery has taken place. It does not run during a pre-delivery hold, paused dispatch period or customer-requested rescheduling period.

9.11 Reverse transit to our facility

Where a physical return is required, the goods must travel from the collection address to our designated production or technical facility.

Reverse transit normally takes around 10 days, depending on the carrier, route, consolidation schedule, border processing and operational conditions.

This is a transport period. It is separate from the internal inspection and refund-processing period described in Sections 9.1–9.2.

9.12 Refund release point

A commercial refund requiring physical inspection is approved and released only after the returned goods have been received, identified and assessed at our designated facility.

This allows us to verify the product, its condition, the stated concern and the applicable Policy conditions.

This provision does not permit us to postpone a statutory refund beyond any mandatory legal deadline.

9.13 Trial limitation

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

The household may be identified by customer name, delivery address, billing address, payment account or other reasonably connected order information.

This limitation does not affect statutory rights relating to faulty or non-conforming goods.

9.14 Purpose and scope of the 50-Day Comfort Trial

The 50-Day Comfort Trial is provided only to customers who purchase a mattress or topper with a genuine intention to use it as their regular sleep product and to assess its comfort, firmness, support and anatomical adaptation through normal domestic use.

It is not a free temporary-use, guest-accommodation, holiday-use, rental, product-sampling, commercial-testing or benchmarking scheme.

The trial must not be used for:

(a) competitor analysis;

(b) commercial product examination;

(c) benchmarking;

(d) reverse engineering;

(e) construction or material analysis;

(f) photography, documentation or measurement for product development;

(g) copying or reproduction;

(h) property staging;

(i) temporary furnishing;

(j) guest accommodation;

(k) short-term access based only on curiosity;

(l) any purpose unrelated to a genuine intention to retain and use the product as a normal sleep system.

This includes purchases made by or on behalf of:

(a) a mattress, bedding, foam or furniture manufacturer;

(b) a retailer or distributor;

(c) a designer, consultant or commercial operator;

(d) a person acting for or connected with a competing business;

(e) a customer whose principal purpose is to inspect, compare, document, dismantle, measure, analyse or reproduce the product rather than genuinely use it for sleep.

A return requested for such a purpose is considered misuse of the commercial 50-Day Comfort Trial and does not qualify for a refund under that voluntary trial.

9.15 Assessment of suspected misuse

We will not reject a request solely on unsupported suspicion.

However, we may investigate whether the 50-Day Comfort Trial has been used for a genuine domestic comfort assessment.

We may consider:

(a) the customer’s written explanation;

(b) correspondence and order history;

(c) any business or professional connection relevant to the purchase;

(d) ordering patterns;

(e) the manner and apparent duration of use;

(f) the product and packaging condition;

(g) inspection findings;

(h) inconsistencies between the stated reason for return and the available evidence.

Where the evidence reasonably demonstrates that the order was made for speculative, investigatory, temporary or commercial purposes rather than genuine domestic sleep use, we may exclude the request from the voluntary 50-Day Comfort Trial.

Where legally permitted, we may also deduct or recover direct collection, transport, inspection, handling, packaging and administrative costs.

9.16 Minimum assessment and genuine use

Except where the customer exercises a statutory cancellation right or reports a proven manufacturing defect, a request under the voluntary 50-Day Comfort Trial must follow a genuine period of regular domestic use sufficient to assess the product properly.

A customer cannot reasonably claim that a mattress or topper is unsuitable because of comfort, firmness or adaptation where it has remained unopened, has not been used for sleep or has not been given a reasonable adaptation period.

Where the returned product and available evidence indicate that no genuine comfort assessment took place, the request may be treated as falling outside the voluntary trial.

9.17 Written explanation of the concern

A request under the 50-Day Comfort Trial must clearly explain the reason for the requested adjustment, exchange or return.

Where relevant, the customer may be required to provide:

(a) the perceived firmness or softness issue;

(b) body weight and height;

(c) normal sleeping position;

(d) bed-base or frame information;

(e) the period and manner of use;

(f) photographs, measurements or video;

(g) details of any claimed deformation or damage.

A statement such as “I do not want it”, “I do not know” or “I simply do not like it”, without a genuine comfort assessment or other reasonable explanation, does not establish a defect or a valid technical claim under the commercial trial.

This requirement does not apply where the customer is exercising an applicable statutory right that does not require a reason.

9.18 Technical correction before commercial return

Where a concern relates to firmness, softness, layer balance, anatomical adaptation or another technically correctable characteristic, we may first determine whether the concern can be resolved through:

(a) a firmness exchange;

(b) a core or layer adjustment;

(c) an alternative configuration;

(d) a topper or support correction;

(e) a bed-base or frame correction;

(f) another reasonable comfort optimisation.

Where a reasonable correction is available, that correction is the primary remedy under the voluntary 50-Day Comfort Trial.

The customer must reasonably cooperate with the assessment.

Refusal to provide required information or refusal to consider a suitable technical correction may be taken into account when determining whether the request qualifies under the voluntary trial.

9.19 Inspection and technical assessment

Returned mattresses and toppers may be sent to our designated production or technical facility for inspection.

The assessment may include:

(a) confirmation of the product model, size, height, firmness and construction;

(b) confirmation of the selected integrated, separate or mixed finish and cover configuration;

(c) inspection of the latex core, internal layers and covers;

(d) measurement of any claimed indentation, deformation or dimensional issue;

(e) assessment of support, elasticity, recovery and material condition;

(f) inspection for stains, odours, contamination, cutting, tearing or mishandling;

(g) assessment of damage associated with an unsuitable bed base, frame or slat system;

(h) verification that the returned condition is consistent with the customer’s stated reason;

(i) assessment of whether the commercial trial was used for its intended purpose.

The purpose of the inspection is to establish:

(a) whether the stated concern is confirmed;

(b) whether a manufacturing defect exists;

(c) whether the ordered specification and finish configuration were supplied;

(d) whether the product was used and cared for correctly;

(e) whether the conditions of this Policy were followed.

Where the inspection confirms a manufacturing defect or our error, the applicable remedy will be provided.

Where no alleged defect, deformation, incorrect specification or other stated concern is confirmed, and the product matches the order and production specification, we may reject a defect-based refund claim.

Where the request falls solely under the voluntary 50-Day Comfort Trial, we may decline the commercial refund where the evidence demonstrates:

(a) no genuine comfort assessment;

(b) no reasonable written grounds;

(c) temporary or guest use;

(d) competitor benchmarking or commercial testing;

(e) deliberate misuse of the trial;

(f) damage caused by the customer, bed base, frame, handling or packaging;

(g) a material inconsistency between the complaint and the returned product.

Any refusal, deduction or alternative remedy will be explained in writing.

9.20 Separate return stages

Where a physical return is required, the process consists of three separate stages.

Stage 1 – Collection and reverse transit

After collection, transport to our designated production or technical facility normally takes around 10 days, depending on routing and operational conditions.

Stage 2 – Receipt, inspection and internal processing

After receipt, the product is registered, inspected and assessed.

The internal processing period may take up to 12 working days from registration at the facility.

Stage 3 – Refund release and bank settlement

Where a refund is approved, it is initiated after completion of the inspection and accounting process.

The payment provider or receiving bank may require up to an additional 2 working days to credit the funds.

These stages apply to the voluntary 50-Day Comfort Trial, technical claims and other commercial returns requiring inspection.

Any shorter mandatory statutory timeframe takes precedence.

10 MEDICAL AND TECHNICAL SAFEGUARDS

10.1 No medical-device status

Our products are not medical devices and are not intended to diagnose, treat, cure or prevent a disease or medical condition.

Descriptions of anatomical, orthopaedic, breathable or pressure-responsive properties describe product construction and intended sleep-support characteristics. They are not medical diagnoses or treatment promises.

10.2 Pain and discomfort

Reports of back, neck, shoulder or general discomfort do not, without supporting evidence, establish a manufacturing defect.

Changing a mattress may involve an adaptation period.

Where no objective defect exists, the appropriate response may involve firmness assessment, technical optimisation, bed-base correction or medical advice rather than a refund.

10.3 Firmness mismatch

A firmness mismatch is not a manufacturing defect.

Where appropriate, an exchange or technical adjustment may be offered after the minimum assessment period under Section 6.

10.4 Individual health conditions

We do not accept responsibility for an individual medical condition that was not caused by a defect or breach attributable to us.

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

10.5 Allergies, asthma and individual sensitivities

The customer is responsible for considering their own suitability for natural latex products before ordering.

This includes any known or suspected:

(a) latex allergy;

(b) asthma-related sensitivity;

(c) respiratory condition;

(d) textile or material sensitivity;

(e) other individual reaction.

We do not accept liability for symptoms or reactions arising solely from the customer’s pre-existing or individual condition, lack of prior knowledge or failure to assess suitability before purchase, except to the extent liability cannot lawfully be excluded.

This clause does not limit rights relating to a proven manufacturing defect, contamination or inaccurate product description.

11 INCORRECT ADDRESS AND DELIVERY OBSTRUCTION

11.1 Accurate delivery information

The customer must provide an accurate name, active telephone number, email address, complete delivery address, postcode and any necessary access instructions.

11.2 Incorrect information and obstruction

Incorrect information includes inaccurate, incomplete or missing details that prevent or materially delay delivery.

Delivery obstruction includes:

(a) deliberately providing an incorrect address;

(b) refusing reasonable contact;

(c) denying agreed access;

(d) blocking delivery;

(e) failing to attend an agreed delivery slot;

(f) providing conflicting instructions;

(g) creating an unjustified delivery hold after dispatch;

(h) refusing delivery without a valid basis.

11.3 Consequences

Where delivery fails due to customer-provided information or customer obstruction, we may:

(a) reschedule delivery;

(b) charge reasonable redelivery, storage, return or handling costs;

(c) extend the operational timeframe;

(d) return the goods to our facility;

(e) cancel any discretionary service;

(f) take another proportionate action permitted by law.

11.4 Contact attempt

We will normally attempt to contact the customer before treating the delivery as failed due to customer fault.

If accurate details, availability or access are not provided within a reasonable period, we may decline further discretionary delivery attempts until the associated costs and requirements have been resolved.

11.5 Statutory rights

This Section does not limit non-waivable statutory consumer rights.

12 RETURNED IN TRANSIT – UNOPENED

12.1 Definition

“Returned in transit – unopened” means that a consignment entered the delivery or pre-delivery process, was not accepted by the customer and was routed back to our designated facility without being opened by the customer.

12.2 Return and processing start point

The consignment must first return to our facility.

Where inspection or physical verification is required, the commercial refund-processing period begins after the unopened goods have been received, identified and registered.

12.3 Reverse routing

Reverse routing and carrier closure normally take around 10 days, depending on routing, carrier procedures, consolidation and operational conditions.

After receipt, the product is processed under Section 9.

12.4 Updates and payment method

We aim to provide updates in accordance with Section 9.6.

Any approved refund is normally made through the original payment method or, where agreed, by verified bank transfer.

12.5 Failed delivery caused by the customer

Where non-delivery results from an incorrect address, lack of access, refusal, conflicting instructions or customer-created obstruction, Section 11 applies.

12.6 Cancellation after shipment

Once goods have been handed to the carrier, an attempted cancellation may be treated as a return rather than a pre-dispatch cancellation.

Where permitted, outward and return transport, handling, storage and related direct costs may be deducted from a commercial refund.

Any statutory cancellation right and mandatory statutory refund rule takes precedence.

13 WRONG SIZE AND/OR QUANTITY – CUSTOMER ERROR

13.0 Custom Made to Order production and individual specification

Every mattress and topper supplied by Divine DunlopDreams / Pro Latex is manufactured, assembled or finally configured specifically for the individual customer after the order has been placed and the selected specification has been confirmed.

Custom Made to Order status is not limited to unusual or non-standard dimensions.

A product is individually manufactured or configured whenever one or more production characteristics are selected or confirmed for the customer, including:

(a) size or dimensions;

(b) UK, European, Scandinavian, split or special sizing;

(c) total finished height;

(d) latex core height;

(e) firmness;

(f) density or support regulation;

(g) internal latex layers;

(h) combination of different firmness levels;

(i) Dual, Dual Plush, Partner or split configuration;

(j) topper configuration;

(k) cover material;

(l) cover construction;

(m) finish and cover arrangement;

(n) another model-specific production characteristic.

Each individual combination creates a separate production specification.

Materials are allocated, latex components are selected or prepared, layers are arranged, covers are cut or assigned, and the finished product is completed for the particular order.

The customer’s selections shown in the basket, checkout, written consultation, product configuration and order confirmation form the individual manufacturing specification.

The relevant production specification may be evidenced by:

(a) the basket and checkout record;

(b) the order confirmation;

(c) written customer correspondence;

(d) firmness consultation records;

(e) production sheets;

(f) factory records;

(g) cutting, sewing or assembly records;

(h) packaging and labelling records;

(i) courier and logistics documentation.

Completed mattresses and toppers are not treated as general stock goods merely because individual options are selected from a defined product range.

Standard pillows do not fall within this classification unless expressly manufactured or configured to an individual specification.

13.0.1 Finish and cover configuration

The selected finish and cover configuration is a material part of the Custom Made to Order specification.

The customer may select or confirm one of the following production arrangements:

(a) Integrated finish

All selected latex cores, layers or internal elements are assembled beneath one common finished outer cover.

(b) Fully separate finish

Each selected core, layer or construction element is enclosed in its own individual cover and remains physically separate from the other covered elements.

(c) Mixed finish

Selected layers or components are assembled beneath one common cover, while one or more additional elements remain individually covered and physically separate.

A mixed finish may include, for example, a covered mattress construction combined with a separately covered topper or support layer.

The selected arrangement affects:

(a) final production and assembly;

(b) the number and dimensions of the covers;

(c) finished external dimensions;

(d) layer movement and handling;

(e) airflow between components;

(f) future layer access;

(g) transport and packaging;

(h) the visual and functional finish of the complete product.

A product supplied in the finish arrangement confirmed in the customer’s order is considered correctly manufactured in relation to that configuration.

13.0.2 Custom Made to Order cancellation position

Once production or operational execution has started, a Custom Made to Order mattress or topper cannot be cancelled or returned solely because the customer has changed their mind, changed their plans, no longer requires the product or has decided not to use it.

A Custom Made to Order product is not eligible for an unconditional commercial refund simply because it has remained unopened, has not been tested or is no longer wanted.

Any voluntary return, exchange or comfort adjustment is governed by the applicable provisions of the 50-Day Comfort Trial and this Policy.

13.0.3 Faults and statutory rights

Custom Made to Order status does not remove the customer’s statutory rights where the product is proven to be:

(a) faulty;

(b) not as described;

(c) manufactured to a specification different from the confirmed order;

(d) damaged through an act attributable to us;

(e) otherwise non-conforming under applicable law.

Where no such issue is established, the Custom Made to Order rules, voluntary trial conditions and technical-correction procedures in this Policy apply.

13.1 Definition of customer error

Customer error occurs where the delivered product matches the order and production label, but the size, quantity, configuration or specification selected by the customer is unsuitable for the intended bed or expectation.

This includes split configurations such as:

EU King 160 × 200 cm = two separate 80 × 200 cm units.

Prices are per individual unit unless the product description or order confirmation expressly states that the price is for a set.

13.2 Trial exclusion

The 50-Day Comfort Trial is intended for genuine comfort and performance assessment.

It is not intended to correct an incorrectly selected size, quantity, finish or configuration.

Customer ordering errors do not qualify for a return under the voluntary trial.

13.3 Standard-size correction

Where operationally possible, we may agree to exchange a standard-size product for the correct size.

The customer is responsible for the applicable logistics, packaging, price difference, processing and other direct costs.

13.4 Non-standard and Custom Made to Order specifications

For genuinely bespoke, special-size or Custom Made to Order specifications, no monetary refund is available under our voluntary commercial Policy after production or operational execution has started.

Any correction or re-manufacture is subject to mutual written agreement and applicable production and logistics costs.

This does not limit any non-waivable statutory right.

13.5 Exchange condition

An exchange may require:

(a) the product to be clean and suitable for safe handling;

(b) promotional gifts and relevant components to be returned;

(c) the original transport packaging to be retained;

(d) the product to pass inspection;

(e) the customer to pay applicable costs.

For a dual-layer construction, only the affected layer may be exchanged.

13.6 Logistics and timing

Collection is normally arranged within the timeframe set out in Section 1.3.

Dispatch of a corrected or re-manufactured product depends on materials, production capacity, transport and the agreed specification.

13.7 Liability and costs

Where the seller supplied the exact size, quantity, finish and configuration confirmed in the order, we do not accept liability for the customer’s ordering error.

We do not owe compensation, penalties or consequential costs arising from that error.

Any agreed correction and its resulting direct costs are borne by the customer.

13.8 Exchange, production start and deferred delivery

13.8.1 Definition of production or logistics start

Production or logistics start occurs after written order or exchange confirmation and once at least one of the following has begun:

(a) materials have been reserved;

(b) latex has been selected, cut, cast or cured;

(c) internal layers have been prepared;

(d) the cover or covers have been selected, assigned, cut or sewn;

(e) the integrated, separate or mixed finish configuration has entered assembly;

(f) packaging has begun;

(g) carrier services have been booked;

(h) production or logistics documents have been issued;

(i) another operational execution stage has started.

13.8.2 Accepted exchange

Once an exchanged product has been delivered and accepted, no monetary refund is due under the voluntary exchange arrangement.

Subject to mutual agreement and operational feasibility, we may offer further technical adjustments, supplementary components or a subsequent exchange.

Any applicable cost will be confirmed in writing.

13.8.3 Finalisation following exchange

Where the exchange parameters were agreed in writing and the exchanged product was delivered and accepted, the original issue is treated as resolved.

A further optimisation request does not cancel or revive the original order.

13.8.4 Custom Made to Order or special production

After operational execution has started, no commercial refund is due for a Custom Made to Order or special-size product.

If the customer requests a further change, the customer remains responsible for costs already incurred and any new manufacturing cost.

13.8.5 Standard-size cancellation after start

For a standard-size order, any commercial refund after operational execution has started may be reduced by actual costs incurred, including:

(a) materials;

(b) production;

(c) replacement cover;

(d) packaging;

(e) administrative processing;

(f) carrier booking or cancellation;

(g) storage;

(h) rerouting;

(i) direct price differences.

13.8.6 Deferred delivery and cancellation during transit

Where the customer cancels or refuses delivery during an agreed deferred-delivery window:

(a) Custom Made to Order or special-size products are not eligible for a commercial refund after operational execution has started;

(b) a standard-size commercial refund, where available, may be reduced by outward and return carriage, storage, handling, rerouting, packaging, administration and reconditioning costs.

13.8.7 Cancellation before dispatch during a deferral

For Custom Made to Order or special-size goods, no commercial refund is due after production or logistics start.

For standard-size goods, any commercial refund may be reduced by actual costs already incurred.

13.8.8 Handover to carrier

After handover to the carrier, Section 12 applies.

The customer may be responsible for direct transport and handling costs in both directions where permitted by law.

13.8.9 Deposits, records and set-off

A deposit agreed for Custom Made to Order production or exchange becomes non-refundable under the voluntary commercial arrangement after production or logistics start, to the extent permitted by law and actual costs incurred.

We may set off properly due and evidenced amounts against any commercial refund.

Evidence may include production records, courier bookings, purchase orders, invoices and correspondence.

13.8.10 Disputes

Any payment dispute inconsistent with the documented order, production, delivery or exchange record may be contested using the available evidence.

13.8.11 Statutory rights

Nothing in Section 13.8 limits non-waivable statutory rights.

13.8.12 Customer-requested change of dispatch or delivery date

Where the customer requests postponement, holding, rescheduling or another change after operational execution has started, and we agree, the order remains active and binding.

The accommodation is an operational adjustment. It does not create a new commercial cancellation, refusal, refund or chargeback right.

13.8.13 Evidence of customer-requested changes

A postponement, hold or date change must be requested and confirmed in writing.

Correspondence and carrier records form part of the order record.

13.8.14 Customer-created hold

A delivery hold, postponement or rescheduling initiated by the customer cannot later be presented as seller delay, non-delivery or non-performance where we remained ready to fulfil the revised instruction.

13.8.15 Seller delay notification

Where we notify the customer in writing of a delay, we may request written confirmation within 24 hours that the revised schedule is accepted.

A failure to respond may be treated as acceptance of the revised operational schedule for the purposes of our voluntary commercial arrangements.

This clause does not extinguish any statutory right or remedy that cannot legally be made subject to a 24-hour response period.

13.8.16 Cancellation after delay notification

Where the customer accepts or does not object to the revised schedule and the order subsequently enters dispatch, transit or delivery execution, a later commercial cancellation may be subject to the direct costs already incurred.

Where a statutory refund remains legally required, it will be handled in accordance with the applicable law.

13.8.17 Bank transit

Following initiation of an approved refund, a bank or payment provider may require up to an additional 2 working days to credit the customer.

13.9 Website images and examples

Website images are for illustrative purposes.

Natural materials, textiles and latex may show normal variations in colour, texture, stitching, pinholes, surface detail and finish.

Styling elements such as beds, bedding, headboards, furniture and décor are not included unless expressly listed in the product description or order confirmation.

13.10 Manufacturing tolerances

Reasonable manufacturing tolerances in dimensions, height, material density, textile fit and construction are normal and do not automatically constitute a defect.

The finished external dimensions are determined by the complete cover-and-core construction, including the top, bottom and sides.

The number and arrangement of separate or integrated covers may also affect the finished external dimensions.

Any specific tolerance relied upon for technical assessment must be consistent with the relevant product specification and manufacturing process.

13.10.1 Proprietary manufacturing methods

The customer purchases the finished product according to the confirmed order specification, not a right to dictate, approve, reject, inspect or redesign our internal manufacturing process.

Our production methods, including Dunlop latex processing, material preparation, layer arrangement, cutting, trimming, finishing, cover fitting, assembly and other technical construction decisions, are part of our proprietary manufacturing know-how and operational responsibility.

Provided that the finished product matches the confirmed order specification, dimensions, firmness, zoning, support function and applicable quality standards, the internal production method used to achieve that result does not, by itself, constitute a valid ground for rejection, return, refund, exchange or compensation.

13.10.2 Natural latex surface and internal characteristics

Natural latex foam may show normal production and handling characteristics, including small pores, pinholes, surface marks, minor fissures, small internal tears, extraction marks, trimming marks, alignment marks or other minor visual irregularities.

These characteristics may occur during casting, curing, demoulding, cutting, handling, assembly, finishing or cover fitting.

They do not constitute a manufacturing defect where they do not affect the product’s support, elasticity, recovery, durability, hygiene, comfort performance, dimensions, firmness regulation or normal use.

13.10.3 Internal appearance is not the contractual finish

Unless expressly stated otherwise in the confirmed order, the contractual finish of the mattress or topper is the completed covered product supplied to the customer.

The internal appearance of the latex core, layers or construction elements is not intended to be an external decorative finish and may differ from website images, diagrams, showroom examples or customer expectations about how the internal construction should look.

A claim based solely on the internal visual appearance of the latex core or the customer’s personal view of how the product should have been technically manufactured will not be accepted where the finished product is structurally sound and matches the confirmed order.

13.10.4 When a technical construction concern may be valid

Nothing in Sections 13.10.1–13.10.3 limits any non-waivable statutory consumer rights.

A technical construction concern may be considered valid where there is objective evidence that the manufacturing process has resulted in:

(a) a confirmed manufacturing defect;

(b) incorrect size, height, firmness, zoning or configuration;

(c) abnormal deformation beyond the applicable assessment criteria;

(d) loss of support, elasticity or recovery;

(e) unsafe construction;

(f) damage or contamination attributable to us;

(g) a product that is not as described or otherwise non-conforming under applicable law.

In the absence of such objective evidence, our internal production methods and normal natural latex characteristics are not grounds for rejection, refund, exchange or compensation.

13.11 Basket and order-confirmation check

The customer is responsible for checking the product description, model, size, height, firmness, layer arrangement, finish and cover configuration, and quantity shown in the basket, checkout and order confirmation.

Any required correction must be notified in writing as soon as possible and before production or operational execution begins.

14 CANCELLATION AFTER CONFIRMED EXCHANGE AND/OR PRODUCTION START

14.1 Definition

Production or logistics start occurs in accordance with Section 13.8.1.

14.2 General rule

After production or logistics start, a change of mind or change of plan is not eligible for a commercial refund for a genuinely Custom Made to Order or special-size product.

For a standard-size product, any commercial refund may be reduced by actual costs incurred.

14.3 Custom Made to Order or split products

For Custom Made to Order, split or individually configured products, no commercial monetary refund is due after operational execution has started.

The process may be stopped where operationally possible, but costs already incurred remain payable.

14.4 Standard-size products

Where a standard-size order is cancelled after operational execution begins, any available commercial refund may be reduced by:

(a) material and production costs;

(b) a replacement cover;

(c) packing and consumables;

(d) administration;

(e) carrier booking or cancellation;

(f) storage and rerouting;

(g) direct reconditioning costs.

14.5 Handover to carrier

Where goods have entered transit, Section 12 applies.

Direct outward and return transport and handling costs may be charged or deducted where permitted.

14.6 Deposits

Any deposit may be applied against actual costs incurred after production or logistics start, to the extent permitted by law.

14.7 Records and set-off

We may set off evidenced sums properly due under this Section against a commercial refund.

Relevant evidence includes internal production records, factory documentation, carrier bookings, purchase orders, invoices and written correspondence.

14.8 Related provisions

This Section applies together with Sections 9, 12, 13 and 15.

14.9 Payment disputes and chargebacks

A payment dispute or chargeback will be answered using the complete order, payment, production, correspondence and delivery record.

Reasonable direct defence costs may be claimed only where legally permitted.

14.10 Statutory rights

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

14.11 Exchange accepted

After delivery and acceptance of an agreed exchange, no monetary refund is due under the voluntary exchange arrangement.

Further technical adjustments, supplementary deliveries or another exchange may be offered by mutual written agreement.

15 AGREED DEFERRED DELIVERY AND CANCELLATION DURING TRANSIT

15.1 Definition

“Deferred delivery” means that the customer has asked us in writing to hold the order or deliver it during a later agreed period beyond the original expected schedule.

15.2 Commitment

Once a deferred-delivery arrangement is confirmed, we may reserve production capacity, storage, transport and delivery resources for the agreed period.

The customer must provide accurate availability and access information.

15.3 Cancellation after dispatch

Where the customer cancels or refuses delivery after dispatch during the agreed deferred window:

(a) a Custom Made to Order or special-size product is not eligible for a commercial refund after operational execution has started;

(b) for a standard-size product, any commercial refund may be reduced by actual outward and return transport, storage, handling, rerouting, repackaging, administration and reconditioning costs.

15.4 Cancellation before dispatch

For Custom Made to Order or special-size goods, no commercial refund is due after production or logistics start.

For standard-size goods, any commercial refund may be reduced by documented costs incurred before cancellation.

15.5 Evidence and set-off

The deferred-delivery agreement, correspondence, production records and carrier bookings form part of the order record.

Properly due and evidenced direct costs may be set off against a commercial refund where legally permitted.

15.6 Related provisions

This Section applies together with Sections 9, 11, 12, 13 and 14.

15.7 Statutory rights

Nothing in this Section limits non-waivable statutory consumer rights under applicable law.