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Product Guarantee

Guarantee Policy

1. Start Date: The guarantee period begins from the date of purchase, whether acquired through our website or Amazon.

2. Coverage: We will replace the product if the dog toys are damaged during training and interactive games.

3. Exclusions: Damages resulting from leaving the toy unattended with the dog or from chewing are not covered under this guarantee. We shall not be held responsible for damages due to chewing.

4. Proper Use: Customers must ensure they do not leave the toy with their dog unsupervised or allow them to chew on it.

5. Specific Product Clause: For those who have purchased a dog ball, ensure that the dog does not chew the dog rope or the ball. If damage results from chewing, the guarantee will not apply.

6. Inspection: Customers must send us the damaged item for inspection. We will assess the product to determine the cause of the damage. If the damage occurred during training, we will approve the replacement guarantee and send a replacement free of charge.

7. Return Costs: We do not cover the postage costs for returning items for inspection.

8. Replacement Delivery: We use standard 48-hour delivery via Royal Mail for sending the replacement.

9. Return of Damaged Item: If customers wish to have their damaged item returned, they must provide us with a prepaid postage label.

10. Claim Process: To utilize our guarantee services, customers must fill out the form provided on the guarantee page or email us with the necessary details.

11. Limitation: This service can be used only once per purchase.

Item Possession: Customers must have the damaged item in their possession to initiate a guarantee claim. If the item is not available or you have lost the item, we cannot provide a replacement guarantee.

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Proof of Purchase: Customers must provide valid proof of purchase from either our website or our Amazon shop to initiate a claim.

Photographic Evidence: Before sending the damaged item for inspection, customers are required to provide photographic evidence of the damage.

Coverage of Sale Items: Items purchased during a sale or at a discounted price are also covered under this guarantee.

Feedback: We value your feedback. If you have any comments or suggestions about our products, please let us know.

Authorized Sellers: Our products are exclusively sold by EQ K9 Training, EQ K9, and EQ K9 Store through our official website and our Amazon shop. The guarantee is void if the product is not purchased from these authorized channels.

Non-Transferability: This guarantee is exclusive to the original purchaser and is not transferable.

Policy Updates: This guarantee policy may be updated from time to time. The most recent version will always be available on our website.

Customer Service: For any queries related to the guarantee or our products, please contact our customer service at support@eqk9store.com.

Health Warning: If a product shows signs of damage, it should be immediately removed and not used, to ensure the safety of your dog.

Product Usage: All our toys are designed as training aids and interactive toys. They are not chew toys. Customers are advised to read the product description thoroughly before making a purchase.

Safety Reminder for Our Dog Toys

Our dog toys are meticulously crafted for interactive games and training sessions between dogs and their owners. They are intended to foster bonding, fun, and skill development.

Please Note:
- Not a Chew Toy: Our toys are not designed or intended to be used as chew toys.
- Supervised Play: Always supervise your dog during play. Once the interactive game or training session is over, please remove the toy to ensure it's not chewed on.
- Safety First: While our toys are made with safety in mind, no toy is indestructible. Regularly inspect the toy for any signs of wear and replace it when necessary.

Communication Notice:  
Please note that we will only contact customers through email regarding the status of their guarantee claim. We aim to respond within 3 business days. If you do not receive a response from us within this timeframe, please check your junk or spam mail folder. If you still haven't heard from us, kindly send us a follow-up email to ensure your claim is processed promptly.

Termination or Changes to the Policy:
We reserve the right to terminate or make changes to this guarantee policy at any time. Any significant changes will be communicated on our website, and the updated policy will apply to purchases made after the date of the change.

Contact Details:
The specific address for returns or other related matters will be provided to customers once their guarantee claim is approved.

Privacy and Data Protection:  
Any personal data collected during the guarantee claim process will be handled in strict compliance with the General Data Protection Regulation (GDPR) and our website's privacy policy. We are committed to ensuring the privacy and protection of our customer's data.

Claim Period:
To be eligible for the guarantee, claims must be initiated within 6 months of the purchase date. Claims made after this period will not be entertained.

Product Availability:  
If the exact product for replacement is unavailable due to being out of stock, we may request customers to wait until our stock is replenished. Please note that we do not offer refunds for guarantee claims. We appreciate your patience and understanding in such scenarios.

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