Hi noneedlessnoise,
By my standards … this qualifies as free or as they call it “risk free” and it’s quite reasonable to expect a deposit to ensure that the exchanged layer is returned. More than that though … their return and exchange policy is explained in detail on their site here so there is no reason for anyone to be surprised or complain about something that is clearly outlined when they make a purchase. When you make an online purchase it’s important to make sure you understand the details and are comfortable with a manufacturer’s or retailer’s return and exchange policies before you make a purchase. This is (or should be) part of every online purchase so there are never any surprises or reasons to be unhappy when you need to make an exchange. A good exchange policy is part of the “value” of an online purchase and helps to offset the risk that you may make the wrong comfort choice which is part of the inherent risk every online mattress purchase.
It’s unlikely that your latex has softened as much as you believe it has (outside of the slight amount that is part of the initial break in period for a mattress and part of this is the cover and quilting as well) but for most people their subjective impressions of their mattress will change over the first few weeks and this is just a normal part of adjusting to a new mattress. If you put the layer on a flat floor for example you will almost certainly find that any slight impressions are not the latex but the ticking and quilting materials (depending on how slight you are talking about of course). Latex mattresses also don’t usually have edge support so if you sleep close to the edge it will be a little softer and this is also normal for this type of mattress.
If for some reason you have a defective layer (which can happen on occasion of course although it is a small percentage of people who will actually experience this) then if you talk with them and it is confirmed that you have an unusual softening issue they are the type of manufacturer who will go out of their way to fix any reasonable issue you may have.
If you were given incorrect information (or if you misunderstood correct information) then I would also bring this to their attention to help make sure that others also understand that only the top layer can be accessed and exchanged. The description on their site is fairly clear and says that only the top layer can be accessed and exchanged and I think most of the people who work there would know this and would have no reason to provide you with incorrect information but in any case regardless of whether it was misinformation or your misunderstanding I would bring it to their attention so that it is less likely to happen to someone else.
The first step though is to call them and talk with them about your issues and the options you have to change your comfort choice which is the main value of having an exchangeable layer in the first place.
Phoenix