Refund policy

This policy sets out the conditions for returns, exchanges and refunds of products purchased from the Lattice&Life online store or in store. The “shipping date” means the date we dispatch your order. For in-store purchases, references to the shipping date mean the purchase date.

Defective products or incorrect deliveries

Please check your products on arrival for problems and confirm that they match your order. If a product is damaged, soiled or otherwise defective, or differs from your order, please contact us within 7 days of the shipping date. After reviewing the issue, we will explain the exchange or refund process.

Returns or exchanges for personal reasons

We accept requests for returns or exchanges for personal reasons only if you contact us within 7 days of the shipping date. The product must be unused, with all accessories, the delivery note (or receipt for in-store purchases) and packaging present, and in a condition not significantly different from when it was delivered.

Important notes

  • Products purchased from this online store cannot be returned or exchanged in store.
  • Use a tracked delivery method when returning products. Keep your shipping receipt until the return or exchange is complete.
  • We cannot accept responsibility for damage, loss or other incidents during return transit.

When returns or exchanges cannot be accepted

  • Products that have been used or washed, or have become soiled, odorous, scratched or damaged while in your possession.
  • Products with missing or damaged accessories, delivery notes or receipts, or packaging.
  • Products returned in a significantly different condition from when they were delivered.
  • Sale items, pre-orders or other products identified on the product page as non-returnable.

Return and exchange procedure

  1. Contact us within 7 days of the shipping date.
  2. We will provide the return address and instructions. Please do not return products before receiving our instructions.
  3. After inspecting the returned product, we will contact you about an exchange or refund. If a replacement is out of stock, we may provide a refund instead.

Shipping costs for returns and exchanges

Within 7 days of the shipping date:
• Initial defects or incorrect delivery: paid by us.
• Returns or exchanges for personal reasons: paid by the customer.

After 7 days from shipping and within 3 years of the date we ship the product:
• Initial defects or structural damage during normal use: shipping paid by the customer.

Refunds

If a refund is approved, we will process it according to the payment method after inspecting the returned product. Timing depends on the payment provider's processing schedule.

Quality warranty

We maintain thorough quality control from material selection to manufacturing, so you can use the product with confidence.

If a manufacturing defect is confirmed, or structural damage occurs during normal use within 3 years of the date we ship the product, we will provide a free replacement. We will respond with care to help you enjoy comfortable sleep for years to come.

Damage beyond normal use, damage caused by the customer, wear and age-related changes are excluded.

Making a warranty claim

Please prepare your order number or other proof of purchase, purchase date and photos showing the product's condition, then contact us.

Contact

For returns, refunds or warranty enquiries, please use our Contact page.

Last updated: September 14, 2026