Términos del servicio

1. About Talatex and these terms

Talatex.com is operated by TOPO LTD ("Talatex", "we", "us" or "our"). These terms explain how you can use our website and how orders placed with us are handled.

Our business contact address is TOPO LTD, Director Generals House, Suite 32, Southampton, SO15 2EP, United Kingdom. You can contact us at customerservice@talatexhome.com or through our Contact page.

Our Shipping Policy, Refund & Exchange Policy, Warranty information and Privacy Policy provide further information about those subjects. Please read the information relevant to your purchase before placing an order.

2. Using our website

Please provide accurate contact, delivery and payment information when placing an order or contacting us. If you create an account, keep your sign-in details secure and contact us if you believe someone is using it without your permission.

You must not use the website for fraudulent transactions, submit information you know is false, introduce malicious software, interfere with other customers' use of the website, or infringe another person's rights. Website materials may be protected by copyright or other intellectual property rights. Please obtain permission where required before reusing them.

3. Placing an order and acceptance

Please review the product, size, quantity, delivery address and order total before submitting your order. An automatic email acknowledging receipt of your order confirms that we have received it; our acceptance of the order takes place when we send the shipment confirmation email. Full payment is collected before dispatch.

If a pricing error, stock shortage or delivery restriction means that we cannot fulfil an order as placed, we will contact you. If the order is cancelled and payment has already been collected, we will refund that payment. We will obtain your agreement before substituting a different product.

For pre-orders, custom orders or products with a special delivery arrangement, the details disclosed before purchase apply. If we cannot meet the agreed fulfilment arrangement, we will notify you and offer the choice of waiting or cancelling for a refund.

4. Prices, taxes and payment

Payment methods available for your order are shown at checkout. If you would like to arrange a bank transfer, contact customerservice@talatexhome.com before making payment so that we can confirm the arrangement.

Displayed prices for our standard delivery regions include tax. For an order outside those regions or requiring a special arrangement, we will confirm the address, charges and applicable return arrangements with you before accepting the order. Please review the order currency, delivery charges and final total before paying.

5. Processing and delivery

Order-processing times, delivery regions, available services and estimated transit times are described in our Shipping Policy. Pre-orders, stock shortages and special delivery arrangements are handled according to the information provided for the order.

Transit time starts when the parcel is actually dispatched, which may differ from when the tracking number is issued. Transit times are estimates unless we have expressly agreed to a guaranteed delivery arrangement for your order.

Contact us if tracking shows a delivery problem, the parcel is damaged in transit, or tracking shows delivery but you have not received the parcel. We will investigate with the relevant warehouse or carrier and arrange the appropriate response, including replacement or reimbursement where applicable. An optional shipping-protection service does not replace the support available for delivery problems or any applicable statutory rights.

6. Changing or cancelling an order

If you need to cancel or change an order, contact customerservice@talatexhome.com as soon as possible. We will check the fulfilment status and whether we can cancel or change the order or stop the shipment. If the shipment can no longer be stopped, we will guide you through the applicable return process.

This operational cancellation process does not limit a statutory right to cancel or withdraw from a purchase where that right applies.

7. Your statutory consumer rights

Our commercial trial, returns and warranty arrangements apply alongside any mandatory consumer rights available to you. They do not replace rights concerning faulty or misdescribed goods, applicable distance-selling cancellation rights, or other remedies that cannot lawfully be excluded.

If you are exercising a statutory right, contact us with the relevant order information. The conditions, deadlines, deductions and remedies required by the applicable law take precedence over a conflicting commercial procedure. A request to stop a shipment and a statutory cancellation or withdrawal notice may involve different procedures.

8. Our 30-day trial

Pillows and mattress toppers purchased through our website come with a 30-day commercial trial starting from delivery. Where an order arrives in separate shipments, the trial period starts when the final shipment arrives.

You may sleep on the product during the trial. A product returned under the commercial trial must be clean and free from stains or damage beyond normal use. Please use the original packaging where possible; clean, secure alternative packaging is acceptable if it protects the product during return shipping.

Cooling Pillowcases are excluded from non-quality-related commercial trial returns and exchanges under the applicable return conditions. Wrong items, delivery damage and product defects are handled separately, together with any applicable statutory remedies.

9. Requesting a return or exchange

Submit your request through our returns portal and follow the instructions provided for your order. Contact Customer Support if you need help with the process or encounter a problem using the portal. To exercise an applicable statutory right to cancel, notify us using the contact details in section 14.

For returns under our 30-day trial, send your parcel within 14 days after your return is approved and you receive a usable return label or valid return address. Contact us if the label is unavailable or invalid, or if you need to discuss an extension.

Please send your return to the address shown on the label or in the instructions provided for your request.

For non-quality-related returns, the customer is responsible for return shipping. If we confirm a product-quality issue and require the product to be returned, we cover the applicable return shipping. Return-shipping support for your first Comfort Exchange is described in our Refund & Exchange Policy, including the applicable product and regional conditions.

10. Refunds, charges and exchanges

Refunds are returned to the original payment method. If that is not possible, we will agree an alternative with you. If you exchange for a more expensive product, you pay the difference; if the replacement is less expensive, we refund the difference.

Return-related charges are assessed under our Refund & Exchange Policy. Contact Customer Support for the charges applicable to your return.

We process refunds in weekly Friday batches during our customer service hours, 08:00–16:00 PST. Returns received before Friday are scheduled for that Friday’s refund batch. Returns received on or after Friday are normally scheduled for the following Friday’s batch. Customer Support will confirm the processing date for your return. Your payment provider may take additional time to credit the refund to your account. Any applicable statutory refund deadline takes precedence.

For partial returns of bundles or promotional orders, the promotion-specific arrangements disclosed when you placed the order apply. Please contact us if you need help understanding how those arrangements apply to your request.

11. Limited commercial warranty

Talatex pillows and mattress toppers purchased through our website carry a one-year limited commercial warranty starting on the original purchase date. It covers manufacturing defects under the conditions described in our Warranty information. Normal wear, misuse and accidental damage are outside this commercial coverage.

Where a covered manufacturing defect is confirmed, we will arrange repair or replacement as appropriate. If those options cannot resolve the issue, we will discuss a refund. The commercial warranty can be transferred with a gift or resale; the original purchase date continues to determine the warranty period. Please retain the order information so that the original purchase and remaining coverage can be checked.

This commercial warranty is additional to your applicable statutory rights, as explained in section 7.

12. Promotions and special arrangements

Terms clearly disclosed for a promotion, pre-order or custom order apply to that arrangement together with these terms. Please review any qualifying products, dates, delivery arrangements and return conditions presented before purchase.

13. Privacy and third-party information

Our Privacy Policy explains how personal information is handled. Links to third-party websites are provided where relevant; their own terms and privacy information apply when you use those services.

14. Problems, complaints and contact

If you have a question about an order, a product problem or a complaint, email customerservice@talatexhome.com or use our Contact page. Include the order number and a description of the issue so that we can investigate. Do not post private order or payment information in public comments.

We respond within 24–48 hours on business days (Monday–Friday). Our Contact page lists the current service hours and additional contact options.

15. Updates to these terms

The version published when you place your order applies to that order, together with the specific arrangements disclosed for it. Updates apply to new orders placed after publication. Existing orders remain subject to the terms and commitments applicable when they were placed.