warranty
General Warranty Information
All Dorluxure products come with guarantees that cannot be excluded under Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have products repaired or replaced if they fail to meet acceptable quality standards and the issue is not considered a major failure.
Dorluxure reserves the right to assess the product before providing a remedy. In the case of a minor failure — one that does not significantly affect product function — we may offer to repair, replace, or refund at our discretion.
To make a warranty claim, the original proof of purchase is required, and the warranty applies only to the original purchaser. If your issue is covered under the Dorluxure Warranty, please contact us with clear photos of the affected product and problem areas.
If a replacement is approved, it will match the original product type, size, and comfort level as per your initial purchase.
Please note:
- Warranty is not valid for commercial use (hospitality, home rentals, or other business-related purposes).
- Delivery and labour costs related to returns or replacements are not covered.
- Duplicate claims for the same issue that has already been resolved or reimbursed are not covered.
- Refunds can only be issued to the original payment method.
Dorluxure Hardwood Furniture Warranty
All Dorluxure hardwood bed frames — including the Castle Joint, Ark Platform, and Chunk models — are built to last and backed by a lifetime warranty.
Dorluxure bedside tables (excluding clearance items) are covered by a limited 10 year warranty.
This warranty covers any breakage or defects in the wooden bed frame, including the headboard and slats, under normal residential bedroom use. The frame must be assembled correctly. If an issue arises, Dorluxure will, at our discretion, repair or replace the damaged parts — or the entire product — with a similar item of equal value.
The warranty does not cover:
- Damage during transit (except for the original delivery)
- Damage from modifications, repairs, or alterations
- Physical abuse, including burns, cuts, or stains
- Damage from natural disasters (flood, fire, etc.)
- Negligence or improper use
- Normal wear and tear
- Minor and normal differences between color and texture from website images
- Minor cosmetic issues (e.g., small dents, cracks, or marks) that don’t affect function
Dorluxure Natural Latex Mattresses Warranty
All Dorluxure natural latex mattresses (excluding clearance items) are covered by a limited 20 year warranty. This warranty covers defects in materials and workmanship under normal residential use.
To ensure optimal performance and lifespan, all mattresses must be used on a bed base with solid slats spaced no more than 8cm apart.
If your Dorluxre mattress is deemed defective:
- Within the first 5 years: We’ll replace your mattress with a new one.
- After 5 years: We offer a replacement at a cost based on the percentage of the original price (calculated as years used / total warranty period).
- Alternatively, you may choose to keep the original mattress and receive a partial reimbursement, calculated using the same formula (remaining warranty years / total warranty period).
A visible dip or sag at the centre of the mattress that averages more than 2.5cm in depth. This refers to sagging that can be seen when no weight or pressure is applied to the surface.
- Normal wear and tear of the mattress fabric and handles
- Handles (for positioning only; not for carrying full weight)
- Natural latex scent (a harmless, temporary aroma that fades with ventilation)
- Natural softening of materials over time
- Minor size variations of 1–2cm
- Slight body impressions from normal use
- Personal comfort preferences (too soft / too firm)
- Damage from jumping, rough use, or misuse
- Use without bedding or with an incorrect foundation (undersized/oversized)
- Burns, stains, or water damage
- Damage from fire, flood, or natural disaster
- Health-related expectations (e.g. curing back pain, allergies)
- Minor and normal differences between color and texture from website images
- Minor cosmetic manufacturing anomalies
- Small size differences (1–3cm) after unpacking the new mattress — this will self-correct with regular use over 3 months. Flipping the mattress monthly helps recovery.
Our mattress is made from 100% natural latex, which is a dense and resilient material. For shipping purposes, the mattress is carefully compressed and rolled into a carton box. Unlike synthetic foam mattresses that may rebound quickly within minutes, natural latex is heavier and more elastic, and therefore requires more time to gradually return to its original shape after being compressed for transit.
After unpacking, the mattress will immediately begin expanding. In most cases, it regains approximately 80% of its full shape within the first 24 hours (this may vary slightly). However, complete decompression can take approximately 4–6 weeks, especially around the corners and edges, which are usually the last areas to fully expand. This is a normal characteristic of natural latex.
During the decompression period, the mattress can be used as normal. Regular use will help the mattress continue to settle and fully restore its intended structure and feel. For this reason, we have a mandatory 30-day waiting period before assessing any warranty claims related to shape, expansion, or firmness. This allows sufficient time for the mattress to completely decompress in normal conditions.
To assist the decompression process:
- Gently lift and shake each corner of the mattress (please take care to support the weight safely).
- Rotate the mattress once a month during the first six months, and then every two months thereafter. This not only supports even expansion but also helps extend the lifespan of the mattress.
Natural latex is designed for durability and long-term performance, and full recovery simply requires patience during the initial setup period. With proper care, your mattress will provide consistent comfort and reliable support for many years.
