It's a short list: lost, outgrown or simply worn/dirty are all outside the scope of the Guarantee.

Replacing the same item for a customer four or five times in as many weeks requires some sort of intervention. Is it a harness that isn't being removed after the walk? A leash being used for tie-out? There's a conversation to be had in situations like this.

We don't ever want the Guarantee to be a bone of contention between you and your customer. You can always refer them to us. We're pretty good at explaining the benefits and intent of the Guarantee, and also its limits.

(Slide 16 of 18)