Warranty Terms & Conditions
Every Martian Made product is covered against defects in materials and workmanship. How long for depends on what you bought.
This page sets out exactly what that means: what we will put right, what we will not, and how to make a claim. We have tried to write it in plain English rather than in the usual small print, because a warranty nobody can understand is not much of a warranty.
Warranty periods
| Product | Cover |
|---|---|
| Pillows (all models) | 5 years |
| Pillow protectors | 2 years |
| Fire lighter | 2 years |
All periods run from the date of purchase.
This warranty applies to products bought for personal, domestic use. It does not apply to hotels, guest houses, holiday lets, care settings, or any other commercial or rental use. If you are buying for a business, contact us and we will provide separate contract terms.
What every warranty covers
Across all products, we cover manufacturing faults: a product that has failed because of how it was made or what it was made from, rather than because of how it has been used or how long it has been used for.
If we agree there is a defect, we will put it right. What that looks like is set out under How we put it right below.
Each product also has its own specific terms, because a pillow fails differently to a lighter.
Pillows
What is covered
Seam and stitching failure. Seams that split, open, or unravel in normal use.
Zip failure. Zips that break, separate, or come away from the tape, where the pillow has not been forced or over-filled.
Fabric failure. Splits, tears, or pinholes in the cover that are not the result of damage, wear from an abrasive surface, or misuse.
Fill migration and clumping. Fill that has bunched, matted, or shifted permanently to one end and does not redistribute after fluffing.
Loss of loft beyond 30%. Loft is the height of the pillow. Every pillow settles a little, and that is normal. If yours has lost more than 30% of its original height, that is not normal settling and we treat it as a defect. See the loft test below.
The loft test
This is the measurement we use, and you can do it at home in about a minute.
- Take the pillow out of its pillowcase and off the bed. Leave it uncompressed for 24 hours if it has been packed away or squashed under other bedding.
- Fluff it properly. Hold it at both ends and shake it out, then plump it from the sides.
- Lay it flat on a hard surface with nothing on top of it.
- Stand a ruler or tape measure upright beside it and measure the height at the centre of the pillow.
- Compare that figure with the loft listed on the product page for your model.
If the measurement is more than 30% below the stated loft, the pillow qualifies. Send us a photograph of the pillow with the ruler in shot and we will take it from there.
We ask for the measurement because comfort is subjective and height is not. It gives both of us the same answer.
What is not covered
Comfort and firmness preference. A pillow you no longer enjoy sleeping on is not a faulty pillow. Preferences change, sleeping positions change, and what suited you two years ago may not suit you now. If your pillow measures within the normal loft range and has no physical fault, it is working as designed, even if it is no longer working for you. If you are within the returns window, a return is the right route. If you are outside it, get in touch anyway and we will see what we can do, but it will be goodwill rather than a warranty claim.
Normal settling. Any loft loss up to 30%.
Pillow protectors
What is covered
Seam and stitching failure. Seams that split, open, or unravel in normal use.
Zip failure. Zips that break, separate, or come away from the tape.
Fabric failure. Splits, tears, or pinholes that are not the result of damage or misuse.
Membrane failure. On waterproof models, delamination of the backing or liquid passing through the membrane, where the protector has been washed and dried according to the care label.
What is not covered
Washing and drying damage. Waterproof membranes are heat-sensitive. Washing above the stated temperature or tumble drying where the label says not to will damage the backing, and that is not a defect.
Staining, discolouration, and odour. A protector doing its job will end up marked. That is the point of it.
Ordinary wear. Softening, thinning, pilling, and relaxed elastic on fitted models.
Fire lighter
What is covered
Failure to ignite where the product has been charged or fuelled and used according to the instructions.
Mechanism and switch failure, including trigger, button, and safety catch.
Body and casing failure not caused by dropping, crushing, or heat exposure.
Failure to hold charge or fuel, where the fault is a manufacturing defect rather than ordinary decline over time.
What is not covered
Ordinary decline in performance over time. All power sources weaken with use and age. Gradual reduction is expected and is not a defect.
Damage from dropping, crushing, submersion, or exposure to heat.
Use other than as intended. The lighter is designed for lighting candles and wicks. It is not designed for anything else.
Safety
If you believe a product is unsafe, stop using it immediately and contact us straight away at hello@martianmade.co.uk.
Safety concerns are handled separately from, and in addition to, this warranty. Nothing on this page, including the warranty periods and the exclusions, limits how we deal with a safety issue or affects your rights in relation to one.
What no warranty covers
These apply across every product.
Ordinary wear. Surface pilling, softening of fabric, and general ageing.
Stains, marks, discolouration, and odour. Including from sweat, cosmetics, hair products, food, drink, pets, and damp.
Care instruction breaches. Anything caused by washing, drying, cleaning, charging, or storing the product contrary to the instructions supplied with it.
Damp and mould. Products stored or used in damp conditions, or put away before they were fully dry.
Accidental damage and misuse. Tears, burns, drops, pet damage, damage from children treating the product as a toy, and damage from any use other than the one the product was made for.
Alteration. Products that have been opened, unpicked, re-filled with anything other than fill supplied by us, re-covered, dismantled, or otherwise modified.
Sizing. Ordering a size that turns out not to suit your bed is not a defect.
Products not bought from us or an authorised retailer. Including second-hand purchases and anything bought from an unauthorised seller.
Anyone other than the original purchaser. The warranty is not transferable.
Registration is required
To make a claim you need to have registered your product with us within 90 days of purchase.
Registration takes about a minute, and it is how we hold the record of what you bought and when. Without it we have no way to verify the purchase date or the model, which is what the whole thing rests on.
You will need your order number. If you bought through Amazon or another retailer, use the order number from that retailer.
Registering does not affect your statutory rights, which apply whether you register or not. See below.
How we put it right
Pillows: fill first, replacement second. Most loft and support complaints are solved with additional fill, and we will send it free of charge. It arrives with instructions, it takes a few minutes to add, and it means you keep the pillow you have rather than waiting for a new one. If the fill does not resolve it, or if the fault is structural (a seam, a zip, or the cover), we replace the pillow.
Pillow protectors and fire lighters: replacement. Where we agree there is a defect, we replace the item.
Replacements are like-for-like where the model is still in production, or the nearest current equivalent where it is not.
We cover UK delivery on approved claims. We may ask you to return the original item, and if we do, we will cover that cost too.
A replacement does not restart the warranty. The original period runs from the date of your original purchase.
How to make a claim
- Email hello@martianmade.co.uk with your order number and the name on the order.
- Tell us what has happened, in your own words.
- Attach photographs. For pillow loft, include the ruler shot described above. For any other fault, a clear close-up of the damage and one photograph of the whole item.
- We will come back to you within two working days.
Please do not send anything back to us before we have asked you to.
Your statutory rights
This warranty is given in addition to your legal rights under the Consumer Rights Act 2015 and does not affect them.
Separately from this warranty, goods you buy must be of satisfactory quality, fit for purpose, and as described. Nothing on this page limits, replaces, or removes those rights, and nothing here prevents you from pursuing them.
A note on how we handle this
We would rather fix something than argue about it. If your claim falls outside these terms but something has clearly gone wrong, tell us anyway. We will not always be able to help, but we will always read it properly.
Made by Martians. Engineered for humans.
Last updated: 23/04/2026. We may update these terms from time to time. The terms that apply to your product are the ones published on the date you bought it.