LETTO GENERAL TERMS AND CONDITIONS

You must read carefully and agree with and accept all of the terms and conditions including any credit limit set by Letto and the Privacy Policy before you may trade with Modena CSN Pty Ltd (A.C.N. 619 504 442) trading as Letto Australia.

1. TERMS:

a) These terms and conditions are effective from the date of acceptance by the Customer.

b) These terms and conditions shall without further notice apply to all transactions between Letto and the Customer in relation to sale and purchase of goods.

c) Subject to any Prescribed Terms, these terms and conditions apply to all sales affected by Letto to the exclusion of any terms and conditions contained in any communication from the Customer. Any variation or waiver of these terms and conditions must be expressly amended in writing by Letto.

d) For the avoidance of doubt, none of the terms and conditions contained in any document or other instrument supplied by or on behalf of the Customer shall apply to form part of the Agreement except and to the extent otherwise agreed in writing by Letto.

2. Acceptance of Customers Orders

An Agreement shall only be or be deemed to be have been entered into between Letto and the Customer for the supply of goods when, upon an order having been placed upon Letto for goods, that order has been accepted by Letto. Such acceptances of order may be made and communicated by Letto in writing or by an overt act of acceptance. The provision of this Clause shall apply to every quotation or offer by Letto for the supply of goods.

3. Products

Letto reserves the right to discontinue, replace or change a product or replacement parts without prior notice.

4. Quotations

a) Quotations are to be treated as estimates only and subject to withdrawal, correction or alteration at any time before the acceptance of Customer’s order by Letto.

b) Quotations are provided based on the information the Customer provides and may vary if quantity, materials or delivery date is varied.

5. Price of Goods

a) Quotations are to be treated as estimates only and subject to withdrawal, correction or alteration at any time before the acceptance of Customer’s order by Letto.

a) Quotations are to be treated as estimates only and subject to withdrawal, correction or alteration at any time before the acceptance of Customer’s order by Letto.

b) Quotations are provided based on the information the Customer provides and may vary if quantity, materials or delivery date is varied.

c) Minimum orders may apply to certain products.

6. Goods and Services Tax

a) Goods and Services tax will be applicable to all sales and purchases as provided for in Australian taxation legislation and regulations.

b) All prices are quoted in Australian dollars.

7. Insurance

Customer are responsible to effect whatever insurance cover there requires at there expense including public liability insurances.

9. Defects

a) The Customer shall inspect the Goods upon delivery and will within twenty-four (24) hours, notify Letto in writing of any defects, short deliveries or any failure to fulfil any quotation or order.

b) The Customer will, within a reasonable time following delivery, grant Letto access to the Goods in order to inspect for any alleged defects.

c) Failure to notify Letto of within the specified period shall deem the Goods to be in compliance with the order and free from defect whatsoever.

10. Returns and Refunds

a) Letto goods come with guarantees that cannot be excluded under the Australian Consumer Law. The Customer is entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major fault. For further terms and conditions please see warranties statement.

b) Returns and refunds are not available for reasons such as a change of mind, incorrect selection, finding the goods elsewhere, finding the product uncomfortable or simply disliking the purchase.

c) Goods that customised or modified to suit the specific needs of the customer or user may not be returned.

d) Letto reserves the right to apply a restocking fee of 20%.

e) Letto reserves the right to retain a refund processing fee equivalent to the original gateway payment fee.

f) Returns and refunds are not available for opened or used items. Unopened beds and mattresses may only be returned within 24 hours of the delivery date.

g) For hygiene reasons, we cannot accept returns or provide refunds for bedding items such as linen sets, mattress covers, mattress protectors and pillows, even if they are unopened.

11. Capacity to Trade

By agreeing to these terms and conditions, the Customer give personal guarantee that they are capable of trade must operate a legitimate business and be registered in Australia providing a valid ABN and have public liability insurance.

12. Retention of Title

a) All goods supplied will remain the property of Letto and shall not pass to the Customer until full invoice payment together with collection, repossession and/or legal costs have been received by Letto.

b) Letto reserves the right to take possession of the goods if payment cannot be made and in the event the Customer has on-sold the goods prior to final payment, the Customer must remunerate Letto equal to the purchase price in place of the goods.

13. Risk

a) Notwithstanding the ‘Retention of Title’ provisions as per Clause 11 hereof, the risk in Goods sold shall pass to the Customer immediately at the point of delivery to the Customer, or it agent or a carrier nominated by the Customer.

b) If any of the Goods are damaged or destroyed prior to the title passing to the Customer, Letto is entitled, without affecting any other rights and remedies under this agreement, to any insurance proceeds payable for the goods.

14. Cancellation

a) Orders placed through our website and accepted can only be cancelled with the agreement of Letto with or without conditions.

b) Cancellations may incur reasonable liability for costs incurred by Letto up to the time of the cancellation not including, but not limited to, any re-stocking fees incurred by Letto.

c) Our policy does not allow for order cancellations once an order has been dispatched.

d) Order cancellations, returns, and refunds are solely at the discretion of Letto.

15. Delivery

a) Free shipping on all orders Australia wide except for non metro, regional and remote areas. If you are in a remote or non-metro area your order will be delivered to your closest depot. After receiving your order you will be contacted if we cannot deliver or if extra shipping costs will be necessary or if you are required to collect from your nearest depot. In the event that we are unable to deliver directly to your home, one of our support team members will contact you after we receive your order. Free shipping is only valid to destinations within Australia. Our free delivery service to metro areas ensures that your order is delivered to your doorstep. Please note that couriers and drivers are not authorized to bring boxes inside the room or carry them upstairs. Letto beds are delivered pre assembled and require only a quick, tool free setup.

b) Letto products are delivered via the Australia couriers network and are home delivered where this service exists. 60% to 70% of Australian addresses are covered. However, If you are outside of their home delivery network they will deliver to the nearest transport depot and contact you as soon as available for collection.

c) All products purchased on the Letto website are typically processed and dispatched within 24 hours from the time of purchase, unless the item is currently out of stock. We will dispatch your order from one of our warehouses situated in Australia. Delivery anywhere in Australia is generally 2-10 business days from the shipping date. Our free delivery service does not guarantee prior notification to customers before deliveryor or a signature requirement upon receipt. In the event there is no one available to receive delivery, your order will be left in a secure location at the designated delivery address.

16. Intellectual Property

a) The customer warrants to Letto that all documents provided by the Customer are accurate and that Letto is entitled to use all such documents for the purposes of the Agreement that such use does not infringe any third parties rights.

b) The customer indemnifies Letto against all claims and all losses and damages incurred by Letto as a result of documents, representations or statements made by the Customer to Letto for the purposes of or in the course of supply of the Goods breaching a third parties intellectual property rights.

c) If the customer receives confidential information from Letto, the customer may not use or disclose such information unless it receives the prior written consent from Letto, such information enters the public domain (other than as a result of a breach of this paragraph) or the use or disclosure is required by law.

17. Jurisdiction

These terms and conditions shall be construed in accordance with the laws of the State of Victoria and where applicable the Commonwealth of Australia and any Customer of Letto submit to the non-exclusive right to the jurisdiction of the courts of Victoria. If any of the Terms are invalid, unenforceable or illegal, those terms will be struck out and the remaining terms will remain in force.

18. Force Majeure

Letto is not liable for failure to function as a manufacturer, supplier or perform the Agreement to the extent and for so long as its performance is prevented and delayed because of circumstances outside Letto ’s control, failure or errors occurring by Letto’s machinery or failure by a third party or supplier to Letto.

19. Health and Safety

It is the Customers responsibilities ensure that all applicable health and safety regulations are observed and other appropriate steps are taken in relation to storage, handling and the use of goods and, where information is supplied to the Customer on potential hazards relating to the goods, to bring such information to the attention of its employees, agents, sub-contractors, visitors and Customers.

20. Exclusions Liability

To the extent permitted by law, Letto will have no liability to our purchasers or consumers, however rising and under any cause of action in theory or liability, in respect to special, indirect or consequential damages, loss of profits (weather direct or indirect), goodwill, use, data or other intangible losses resulting from the use of or inability to use goods and service or loss of business opportunity out of or in connection with the supply of goods and services or connection with Letto site.

21. Privacy

Letto will collect, use and disclose personal information in accordance with our Privacy Policy.

22. Change of terms

Letto may be required to change their terms and conditions to reflect our changing business, or required by law, for security reasons or for technical infrastructure reasons. When a change has been made to the terms (including any policy incorporated into these terms) we will post the changes on our website at www.letto.com.au.

23. Indemnity

You agree to indemnify and hold harmless Letto, and its subsidiaries, affiliates, officers, directors, shareholders, employees and agents, from any claim or demand, made by any third party due to or arising directly or indirectly out of your conduct or in connection with your use of the products, any alleged contravention of these terms and conditions, any alleged contravention of any applicable law or regulation or the rights of a third party.

24. Medical Disclaimer

Always seek the advice of your physician or other qualified health providers with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on this website.

1. The customer acknowledges that this Letto products are not medical or chiropractic devices and should seek the advice of a medical practitioner prior to purchasing.
2. Notwithstanding medical conditions and advice, refunds and returns will not be accepted for medical conditions that do not improve subsequent to purchase of Letto products.
3. Adjustable bed vibration massage and adjustment motors may occasionally interfere with televisions and other electronic devices. Letto Australia does not consider this interference a fault and is not responsible for any signal issues or compatibility problems that may arise with other electronic devices. If you use a pacemaker, please consult your physician or a qualified healthcare provider before using adjustable beds.

This bed is designed for residential use only. It is not approved for hospital use and does not comply with hospital standards.

25. Two Day Count Down Policy

At Letto, we are committed to offering our customers the best value for high-quality products. To achieve this, we have implemented a dynamic pricing system that allows us to provide competitive prices while adapting to market trends and demand.

Our special offer prices are reviewed and updated every two days. During this period, customers have the opportunity to take advantage of discounted rates. However, please be aware that prices may increase after the countdown ends due to market fluctuations and product availability.

Price Revision Policy:

• Prices are subject to change every 48 hours as part of our regular review process.
• We strive to maintain the most competitive prices for as long as possible.
• While the two day countdown offer is designed to run for a limited time, we reserve the right to extend the offer at our discretion to provide continued value to our customers.

26. Live Chat

Letto’s Live Chat serves as a platform for guidance and customer support, intended to assist customers with their inquiries and concerns. It’s important to note that Live Chat conversations between Letto’s Support Team and Customers are not considered binding agreements.

Any product related information provided during Live Chat sessions should be cross checked on our official website to ensure accuracy and completeness.

Any delivery dates provided via Live Chat are estimates and subject to change. We strongly recommend confirming delivery dates directly with Letto’s support team via email to ensure timely and accurate delivery arrangements.

30 NIGHTS COMFORT GUARANTEE POLICY

We are so confident that you will love the comfort of Letto adjustable bed that if within 30 nights you are not completely satisfied, we will refund the cost of your mattress.

Most customers know whether they like the mattress or not within a few weeks of sleeping on it plus that gives enough time for the mattress to break in and for you to get used to it. Naturally, your body needs time to get used to a new mattress and a new feel. Letto mattress is designed for ultimate customization, allowing you to easily switch between medium-firm and medium-soft firmness levels, which are the firmness of choice for most Australians. 

1. Claims on the 30 Nights Comfort Guarantee must be made within 30 nights of purchase. We will not accept any claims that are made outside of this period.
2. This guarantee does not apply to ex-display, floor stock, second-hand models.
3. The mattress must be purchased together with a Letto adjustable bed and not on its own.
4. Cost for returning the mattress to Letto is at a customer’s expense and must comply with our couriers terms of carriage. These charges and conditions may vary from location to location and will be confirmed by us at your request.
5. Limit of two mattresses refund within the 30 Nights Comfort Guarantee period.
6. The comfort guarantee applies to mattresses only which have been purchased at retail price
7. This guarantee does not apply when the customer has changed their mind, made a wrong model and size selection or found the goods elsewhere.
8. This guarantee is in addition to your legal rights under Australian Consumer Law and does not alter, void or waiver it in any way.

LETTO WARRANTY STATEMENT

You must read carefully and agree with and accept all of the terms and conditions including any credit limit set by Letto and the Privacy Policy before you may trade with Letto.

WARRANTY

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major fault.
The provision of this warranty shall not apply to any product that has been subject to abuse, misuse, neglect or accident. Nor does the warranty apply to any product that has within the warranty period been used for a purpose for which the product has not been designed or which has been repaired or altered in such was as to adversely affect its performance and reliability. Service by an unauthorised source may void the warranty.

WARRANTY PERIOD

For Letto Adjustable Bed Series, the warranty period is strictly ten (10) years for frame construction steel, three (3) years for frame weldings, two (2) year for electric motors, one (1) year for remote control, adapter, control box, USB charging ports, vibration massage motors. Bed fabric material and other small components are not covered by this warranty. Electric components are not covered under our warranty for damages caused by storms or fluctuations in house voltage. Power surges and electrical issues resulting from severe weather conditions or irregular voltage can cause significant harm to electronic components. These conditions are often beyond our control and are not included in standard warranty coverage.

If you frequently experience power outages or often disconnect the bed from the power outlet, we highly recommend using two rechargeable 9V batteries, which can be inserted into the adapter (rectangular power box). Alternatively, using surge protectors or uninterruptible power supplies (UPS) to safeguard your equipment from voltage fluctuations and power surges. These devices can help mitigate potential damage and prolong the life of your electrical components.

The warranty period for Letto mattresses is ten (10) years for the memory foam and one (1) year for the mattress cove, pillow and linen. Please note that using incorrect sheet sizes or improper washing methods can void the warranty. To keep your warranty valid, follow the recommended care instructions for both the mattress and its cover.

This warranty covers defects in materials and workmanship, including any physical flaws in the memory foam, such as splitting or cracking, under normal use and handling. However, it does not cover normal changes in foam softness, indentations or sagging, or any stains, burns, cuts, or physical damage caused by misuse or abuse.

Letto warranty coverage applies solely to the individual components or parts of the bed that may need replacement due to defects or malfunction during the warranty period.

MASSAGE VIBRATION SYSTEM

Adjustable beds with massage vibration systems may produce varying levels of noise during operation. This is because the motors must rotate rapidly to generate the vibrations that affect the bed frame and mattress. Noise levels can differ between beds due to several factors:

1. Intensity Mode: Higher intensity settings often lead to louder vibrations and increased noise.
2. User Weight and Position: The user’s weight and sleeping position can affect how the vibrations travel through the mattress and frame, which may amplify certain sounds.
3. Bed Base Position: The angle or configuration of the adjustable base affects how vibrations are distributed, potentially amplifying noise levels at various points, such as the bed frame, joints, and articulation components.

The variation in noise produced by vibration massage motors is considered a normal feature of their operation and does not indicate a defect. Therefore vibration motors are not eligible for replacement due to noise levels and will only be replaced under warranty if they cease to function entirely.

GENUINE PARTS PROTECT INVESTMENTS

When repairs are needed, using genuine spare parts can help prevent further problems from developing, allowing customers to gain the most value from their original investment.

WHAT ARE LETTO GENUINE SPARE PARTS?

• Parts supplied by Letto which are specifically designed for Letto products;
• Spare parts that have been tested and verified for safe use on our products; and
• Warranted by Letto with a guarantee.

WHY SHOULD I USE LETTO SPARE PARTS?

• Genuine Letto spare parts are specific to your model of product with superior
  quality at competitive prices;
• By using Letto genuine spare parts you can be assured that your products will
  be repaired with the same quality as the day it was manufactured; and
• Letto offers a genuine spare parts warranty.

Using spare parts from other manufactures may affect your products’ warranty and could cause an increased risk of failure. Faulty spare parts shall be returned to Letto at customer expenses. The replacement part will be replaced only if the returned part is found to be faulty. Letto spare parts are easily replaced and our warranty do not cover labour charges. The warranty period commences on the day of actual delivery to the primary purchaser as reflected by your authorised reseller or distributors invoice provided to you.

HOW TO MAINTIAN YOUR ADJUSTABLE BED FRAME?

Maintaining your adjustable bed is crucial to ensure its longevity, optimal performance, warranty and your safety. While these beds are designed for durability and ease of use, regular maintenance is essential. One of the most critical aspects of this maintenance is checking and tightening the bolts and nuts every 6 to 12 months.

Over time, the constant adjustments and daily use can cause bolts and nuts to loosen slightly. This can lead to instability and noise, which can affect the bed’s performance and your comfort. Therefore, it’s recommended to inspect bolts and nuts at least once a year or whenever required. This simple check can prevent potential issues from escalating into more significant problems.

To perform this maintenance, first, ensure the bed is in a flat position and unplug it from the power source for safety. Carefully examine each bolt and nut, paying close attention to the joints and moving parts. Use a suitable wrench to tighten any that are loose. It’s crucial not to overtighten, as doing so can strip the threads, damage the components, or cause the moving joints to become stuck. By regularly performing this maintenance, you can keep your adjustable bed in top condition, ensuring a peaceful and safe sleep environment.

TERMS AND CONDITIONS FOR WARRANTY CLAIMS

The following procedure must be strictly adhered to before a Warranty Claim can be considered:
1. Provide a written statement detailing of how fault was discovered together with details of how product was handled by user/s. Written statement must be accompanied by satisfactory proof of purchase and photographic evidence.
2. Letto will determine whether there is a defect, and if so, Letto shall agree to at its discretion to repair, replace or supply equivalent goods.
3. If Letto determines that there is a fault, Letto will be responsible for the freight charges associated with the delivery and return of goods or replacement goods and parts.
4. If Letto determines that the goods that the damage was caused by goods being mishandled, negligence and Letto requests that the goods be returned, the purchaser will be responsible for freight charges associated with the delivery and return of the goods or replacement goods and parts. 5. Electric components are not covered under our warranty for damages caused by storms or fluctuations in house voltage.

UNBOXING & CLEANING

UNWRAPPING YOUR NEW MATTRESS

Step 1
When your new boxed mattress arrives it will be sent out rolled and in a box.
Step 2
We advise that you remove the old mattress and make sure you have some room ready to unwrap the new one. We recommend that you move the boxed mattress to the room of choice before unwrapping it. This is because once unwrapped the mattress will quadruple in size and start to expand.
Step 3
Once out please use a pair of scissors and not a knife. Whilst knives can be used, we warn against it as it’s far easier to slice and damage your mattress with a knife than it is with scissors.
Step 4
The mattress will then start to unwrap. Be careful as sometimes it can start to expand rapidly.
Step 5
Position the mattress on top the bed base. It will start to unroll fully. You can lay it out on the bed and remove any plastic outer packaging.
Step 6
Once unrolled you will need to leave your mattress for 3 to 4 hours as they start to expand and fill with air. It’s a good idea to open your bedroom window to help ventilate the mattress, as it may release a “new product” smell similar to a new sofa or freshly painted room. This odor should dissipate within a few days. If you are particularly sensitive to the scent of a new mattress, we recommend unwrapping it in the garage or a well-ventilated area and allowing it to air out for a few days. Please note that bed frames are generally designed to be slightly larger than the mattresses they support. This additional space is intended to accommodate bedding and to minimize wear and tear on the mattress. Be aware that the dimensions (length, width, and height) of all mattresses listed on our website may vary slightly. Please allow for a tolerance of up to 2 cm in these measurements. Additionally, pressure-rolled memory foam mattresses might take a few weeks to fully expand and return to their original shape and size after being unpacked.

CLEANING

Switch off mains power and disconnect the power cord from the electrical outlet before cleaning.

First to remove any dust and dirt.
Mix some lukewarm water with a small amount of dish soap (enough to see some bubbles form).
Using a cloth, gently work the solution into any stains.
For tougher stains, you can use a fabric cleaner spray. Simply apply it to the stain and leave it for a couple of hours. (You should test the fabric cleaner first on a small inconspicuous area of the bed frame to make sure it doesn’t cause any discoloration.)
Once the area is dry (feel free to use a hairdryer to speed up this process), vacuum any residue.

LETTO DELIVERY POLICY

Free shipping on all orders Australia wide except for non metro, regional and remote areas. If you are in a remote or non-metro area your order will be delivered to your closest depot. After receiving your order you will be contacted if we cannot deliver or if extra shipping costs will be necessary or if you are required to collect from your nearest depot. In the event that we are unable to deliver directly to your home, one of our support team members will contact you after we receive your order. Free shipping is only valid to destinations within Australia. Our free delivery service to metro areas ensures that your order is delivered to your doorstep. Please note that couriers and drivers are not authorized to bring boxes inside the room or carry them upstairs. Letto beds are delivered pre assembled and require only a quick, tool free setup.

Delivery Area

Letto products are delivered via the Australia couriers network and are home delivered where this service exists. 60% to 70% of Australian addresses are covered. However, If you are outside of their home delivery network they will deliver to the nearest transport depot and contact you as soon as available for collection.

Delivery Times

All products purchased on the Letto website are typically processed and dispatched within 24 hours from the time of purchase, unless the item is currently out of stock. We will dispatch your order from one of our warehouses situated in Australia. Delivery anywhere in Australia is generally 2-10 business days from the shipping date. Our free delivery service does not guarantee prior notification to customers before delivery or a signature requirement upon receipt. In the event there is no one available to receive delivery, your order will be left in a secure location at the designated delivery address.