At Thai Latex Pillow, we stand by the quality of every PAPATYA natural latex pillow. Each product is carefully crafted in Thailand using 100% natural latex and distributed from our Melbourne warehouse. We want every customer to sleep with confidence knowing their purchase is protected.
1 · Our 5-Year Warranty Promise
This warranty applies only to PAPATYA pillows purchased directly from Thai Latex Pillow or through our authorised distributors.
Each pillow is covered by a 5-year limited warranty, valid from the original date of purchase, against manufacturing defects and latex deformation resulting from non-human damage under normal household use.
If your pillow loses its natural elasticity or shape within 5 years of normal household use, we’ll replace it — hassle-free and with complete confidence.
What this covers
- Latex core deformation or collapse (not caused by improper use)
- Physical defects in latex material that cause permanent changes in shape or support
- Manufacturing faults in stitching, latex core, or structural integrity
⚠️ Important Care Notice
Before use, please read our official Care Instructions. Latex pillows must not be:
- Machine washed or submerged in water
- Exposed to direct sunlight or excessive heat
- Stored in damp, non-ventilated environments
Damage or deformation caused by any of the above conditions will void your warranty.
2 · What’s Not Covered
To keep things clear, this warranty does not cover:
- Any damage resulting from misuse, neglect, improper handling, or unauthorised cleaning methods
- Normal wear and tear, including natural yellowing or softening of latex over time
- Odours, minor texture variations, or surface imperfections that do not affect pillow performance
- Damage caused by washing the latex core, sunlight exposure, or improper storage
- Claims for products without valid proof of purchase or serial number
- Products purchased from unauthorised sellers, resellers, or second-hand marketplaces
- Commercial or non-household use (e.g. hotels, clinics, Airbnb setups)
3 · Warranty Registration
To activate your warranty and enjoy exclusive member offers, please complete our Warranty Registration Form within 30 days of purchase.
Note: The 5-year warranty period begins from the original date of purchase, not from the date of registration or delivery.
What you’ll need
- Your pillow’s unique serial number (found on the QR card or product tag)
- Proof of purchase (order number or receipt)
- A valid email address for confirmation
Once your registration is received, you’ll get a confirmation email. Our team will verify and activate your warranty within 24 hours. Unregistered or unverifiable products may not qualify for warranty claims.
4 · Warranty Claim Process
If you experience a defect covered by our warranty, simply:
- Registered email address
- Order number or proof of purchase
- Clear photos of the affected pillow area
- Serial number (if not registered)
Our support team will review your claim within 7 business days. If approved, we’ll send you a replacement pillow at no additional cost.
If a claim cannot be verified due to missing or incomplete information, Thai Latex Pillow reserves the right to request further evidence or deny the claim.
5 · Limitations of Liability
This warranty is limited to replacement of the product only. Thai Latex Pillow is not liable for:
- Any indirect, incidental, or consequential loss arising from product use or defect
- Any cost associated with transportation, inspection, or disposal of the returned pillow
The company reserves the right to determine whether a defect is covered under this policy. All decisions made by Thai Latex Pillow regarding warranty eligibility are final.
6 · Australian Consumer Law
This warranty operates in addition to your rights under the Australian Consumer Law (ACL).
- Our products come with guarantees that cannot be excluded under the ACL.
- You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage.
- You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
7 · Need Help?
Our customer service team is here to make the process smooth and stress-free.
Email: info@thailatexpillow.com
Hours: Monday to Friday, 9am–5pm (AEST)
