Your questions answered
Thank you for choosing Mike Martin Window Systems. As a family run company, we appreciate your choice to support the Cornish economy and buy local rather than opt for one of our larger national competitors. We hope that you are pleased with your finished products and are also satisfied with the service that we have provided up to this point.
It is important for us to let you know that just because your account is settled, we are still here if you need us. Investing in windows, doors and other home improvement products can come at a large financial cost and also be a lengthy journey. All of our products are made to measure, and no two jobs are ever the same. With this is mind, we have compiled a list of frequently asked questions to help you understand when to contact us, what to do if you find faults and how to maintain your new products. See below:
Once your installation is complete, we ask you to take a little time to check over the windows or doors that have been fitted. This includes checking operation, appearance, and the overall finish.
Even though your final balance may now be paid, our support does not stop there. Windows and doors are made to measure products, and it is normal for them to settle slightly as they bed into the building. Our aftercare process is designed to support you through this period, while also explaining how to look after your products longer term.
This page explains what to do if you notice an issue, how snagging and adjustments work, what is covered under warranty, and when ongoing maintenance becomes the responsibility of the homeowner.
Snagging refers to issues that are identified shortly after installation and relate to the finish, operation, or appearance of the products as fitted.
We ask all customers to report any snagging issues within 30 days of the final installation date. Reporting issues within this period allows us to prioritise them and resolve anything that may have been missed during the installation process.
Examples of snagging can include minor cosmetic concerns, adjustments needed for smooth operation, or items that do not appear quite right once the installation is complete.
Issues reported after the initial snagging period will still be reviewed, but they may fall under adjustments, warranty, or routine maintenance depending on the nature of the issue and the time that has passed.
Yes, it is normal for windows and doors to require some minor adjustment after installation.
All buildings move slightly over time, and newly fitted products can settle as frames, hinges, seals, and locking components bed in. Changes in temperature, weather, and regular use can also affect how a window or door operates, particularly in the first few months.
Small changes such as doors feeling tighter or looser, handles needing fine tuning, or locking points not aligning perfectly are usually part of this settling in process and do not indicate a fault with the product or installation.
We include an initial adjustment period of up to six months from the date of installation to allow for normal settling of windows and doors.
During this time, we are happy to address minor adjustment issues that can arise as the products bed into the building. This can include fine tuning hinges, locking mechanisms, or alignment where required for normal operation.
After the six month adjustment period, further adjustments are generally considered part of routine maintenance rather than a warranty matter.
If a genuine fault is identified with the product itself or the original installation, this will of course be dealt with under warranty, regardless of how much time has passed.
A warranty issue relates to a fault with the product or the original installation, where something has not performed as intended under normal domestic use.
Routine maintenance refers to the ongoing care and minor adjustments that are part of owning and using windows and doors. This includes things that naturally change over time due to use, weather, or seasonal movement.
Examples of routine maintenance include minor hinge or locking adjustments, doors dropping through regular use, handles needing tightening, or seals requiring cleaning or lubrication.
Examples of issues typically covered under warranty include:
• Failure of sealed glass units
• Manufacturing defects in frames or components
• Hardware failure under normal domestic use
• Locks, hinges, or mechanisms failing without misuse
• Confirmed installation faults
• Water ingress caused by a defect in the product or installation
• Factory finish issues
• Manufacturer-confirmed faults
Examples of issues not usually covered under warranty include:
• Adjustment related issues after six months
• Lack of regular cleaning or maintenance
• Wear and tear from regular or excessive use, including high-traffic or shared properties
• Doors dropping due to frequent use
• Damage from decorating or building works after installation
• Issues following first-fix installations where significant works have since taken place
• Cosmetic damage after completion
• Building movement or structural changes
• Misuse or operation outside normal domestic use
• Weather-related performance limitations where products are correctly specified and installed
During periods of severe or abnormal weather, such as storms, heavy driving rain, or strong winds, temporary effects can occur, particularly on exposed or coastal properties.
A small amount of water ingress during or immediately after a severe weather event does not necessarily indicate a fault and often resolves once conditions return to normal.
Low aluminium thresholds prioritise accessibility and reduced step height and therefore do not provide the same resistance to extreme weather as higher or rebated thresholds.
Minor, temporary water ingress following a storm would not usually require a warranty request. Ongoing issues in normal weather should be reported.
This is often due to normal settling, seasonal movement, or regular use.
Products should be kept clean, drainage paths clear, and moving parts maintained. Forcing handles or locks should be avoided.
If this occurs within six months of installation, please contact us with details and photos or video. Outside of this period, issues are likely to relate to routine maintenance rather than warranty.
Windows and doors require basic ongoing care as part of normal home ownership.
We do not provide ongoing maintenance or routine adjustment visits beyond the initial six month adjustment period. Where no fault is present, responsibility for ongoing maintenance sits with the homeowner.
We are always happy to review photos or details and advise if something may be warranty related.
Q10. Do I need to provide photos or videos when reporting an issue?
Yes, wherever possible.
Photos or videos help us assess issues quickly and often allow us to resolve queries without a site visit. Short videos are particularly helpful for operational issues.
A warranty request should be submitted where there may be a product or installation fault.
It is not usually required for minor storm-related issues that resolve, adjustment issues outside six months, maintenance matters, cosmetic damage after completion, or issues caused by other building works.
Each request is reviewed individually. A site visit is not automatic.
We may offer guidance, request further information, or arrange a visit where appropriate. If an issue falls outside warranty, this will be explained.
If, after reviewing this page, you believe your issue may fall within warranty, you can submit a warranty request using our online form.
Warranty request form: https://www.mikemartinwindows.co.uk/warrantry-request/