Your tag is damaged or lost — free replacement

The QR Collar Tag included with your plan is replaced once, free of charge if it becomes unusable within one year of the delivery date. Shipping is on us — you pay nothing.

What is covered?

• Damage in normal use: the QR becomes unreadable, the epoxy dome cracks, or the print wears or fades.
• Loss: the tag falls off the collar and is lost.
• Manufacturing or print faults: an incorrect or unreadable QR, a misprint, or a faulty ring.

How to request one

1. Write to us from the support centre; choose the My pets category and mention "QR tag replacement".
2. Attach a photo of the tag as it is now (no photo is needed if it is lost — just describe what happened).
3. Tell us which pet it belongs to and the tag size (Ø 33 mm / Ø 25 mm).
4. Once approved, the new tag ships to the address saved in your dashboard.

Conditions

• The replacement right can be used once per tag.
• The period is one year from the delivery date of the tag.
• The plan that includes the tag must be active when you make the request.
• The new tag is produced for the same pet profile: the QR and short address stay the same, so you do not need to re-enter any profile details.