Refunds & Returns
Our promise
Our 14-day change-of-mind returns
If your purchase is not right for you, contact us within 14 calendar days after delivery to arrange a change-of-mind return. This is a voluntary policy we offer on top of your legal rights. To start a return, just email us at theteam@latexpillow.au with your order number before that period ends. We will then send you return instructions.
We accept new and slightly used items in resaleable condition. No restocking fee applies. We offer refunds rather than exchanges under this voluntary policy. We refund the price you paid, including standard delivery, within 10 calendar days of receiving the goods back (or proof that you have sent them). You are responsible for the cost of returning the goods unless we agree otherwise or the item is faulty. Returns are sent to our address in Thailand, so postage usually costs more than a local return.
Faulty or incorrect items
If your pillow arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you, in line with your rights under the Australian Consumer Law and the Competition and Consumer Act 2010. These legal rights are not limited by our voluntary returns policy. We cover return costs for faulty items.
How to return
All returns go to our address in Thailand. Email us with your order number first and we will send you simple return instructions. Then post the item to:
Caruso Consulting Co Ltd
Suite 69, 47 Moo 1, T. Nawoong, Meaung
Phetchaburi 76000
Thailand
Use a tracked service and keep your proof of postage. Once your pillow is back with us and checked, we process your refund.
Refund timing
We issue refunds to the original payment method within 10 calendar days of receiving the return or proof of postage. Your bank or payment provider may take additional time to display the credit. The voluntary 14-day notification window does not limit your Australian Consumer Law rights.