4-Year No-Flatten Guarantee

Every Magic Pillow bed is built to hold its shape under big, heavy dogs. If it doesn't, we'll replace it. This policy explains exactly what's covered, how to make a claim and what we ask of you in return, so the process is quick and fair for everyone.

What's covered

For 4 years from the date your bed is delivered, we guarantee that the foam core and bolster of your Magic Pillow bed will not permanently flatten under normal use.

A bed counts as flattened when, with the cover removed and after the foam has rested unloaded for 24 hours, the sleeping area has a dip of 1¼ in (3 cm) or more compared with the edges, or the bolster has collapsed by 1¼ in (3 cm) or more and no longer recovers its shape.

What isn't covered

• Normal wear to covers, liners and blankets, such as pilling, fading or fur loss. These are covered by our standard returns and faulty-item policy instead.
• Damage caused by chewing, digging, scratching, burning or cutting.
• Damage caused by liquids reaching the foam, such as accidents, spills or washing the foam core. We recommend using a waterproof liner.
• Beds used outdoors, in kennels or vehicles, or for anything other than a dog's bed.
• Normal softening as the memory foam breaks in during the first few weeks. This is expected and is not flattening.
• Beds bought secondhand or from anyone other than Magic Pillow or an authorized retailer.

How to make a claim

1. Email us at hello@magicpillow.co.uk with the subject "No-Flatten Guarantee claim". Include your order number, the name on the order and the size and color of your bed.
2. Send photos taken in good light, with the cover removed, after the bed has rested unloaded for 24 hours:
   • The whole bed from above.
   • The flattened area from the side, with a straight edge (a broom handle or ruler works well) laid across the bed and a tape measure showing the depth of the dip.
   • The care label sewn into the base.
3. We review your claim within 3 business days and may ask for one more photo or a short video if something isn't clear.
4. If your claim is approved, we ship you a replacement bed in the same size and color. If that color is no longer made, you can choose from the colors we have.
5. No return needed. You don't have to send the old bed back. Please dispose of it responsibly, for example by donating it to a local animal shelter if it's still usable, or recycling it through your local waste service.

The fine print

• The guarantee belongs to the original purchaser and needs proof of purchase. It can't be transferred.
• Each original bed can be replaced once under this guarantee. Your replacement is covered for the rest of the original 4-year period.
• Replacement covers the bed only. Covers, liners, blankets and other accessories are not included.
• We may decline claims where the photos show damage that isn't covered, or where the bed doesn't meet the definition of flattened above. If we decline, we'll always explain why.

Your legal rights

This guarantee is in addition to any rights you have under the consumer protection laws where you live, and does not limit them. If your bed arrives damaged or faulty, contact us and we'll make it right whether or not this guarantee applies. See our Refund policy for returns and faulty items.