“Your satisfaction guaranteed—or your money back.” “Test it before you commit.” “Found a lower price? We’ll match it.”
A well-designed satisfaction guarantee can be a powerful sales tool. It lowers perceived risk, builds trust, and strengthens your brand reputation. But before launching such a policy, it’s important to understand how to create a promise that truly connects with customers.
I’ve compiled 11 examples to help guide you in shaping your own satisfaction guarantee, along with practical tips for crafting the right approach for your business.
Key Points:
- Satisfaction guarantees may include refunds, returns, exchanges, price matching, free trials, and more.
- When executed effectively, they foster trust, increase conversions, and encourage customer loyalty.
- Tracking return on investment (ROI) is critical to measure the impact of this type of policy.
What Is a Satisfaction Guarantee?
A satisfaction guarantee is a company policy that provides customers with options if they are unhappy with a purchase. It’s a commitment to take corrective action—such as issuing a refund—when a customer is dissatisfied.
This kind of assurance builds credibility and demonstrates that your business stands firmly behind the quality of its products or services.
That said, a satisfaction guarantee is not a universal approach.
There are several variations businesses can offer, with some of the most common being:
- Replacement Guarantee: Provides a replacement item or service if the original fails to meet expectations.
- Repair Guarantee: Covers the cost of fixing damaged or worn products, extending beyond the typical manufacturer’s warranty.
- Money-Back Guarantee: Returns the full purchase price when a customer is dissatisfied.
- Price Match Guarantee: Adjusts the cost to match a competitor’s lower price.
- Lifetime Guarantee: Promises free returns, exchanges, or refunds for as long as the customer owns the product or service.
10 Customer Satisfaction Guarantee Examples
Use these examples as inspiration to shape your own customer satisfaction policy. Adjust them to reflect your brand’s values and customer service approach.
1. REI’s 100% Satisfaction Guarantee
REI also offers a highly flexible return policy, though with defined limits. Customers who are members of the REI Co-op (a free loyalty program) can return unwanted items within one year of purchase. Non-members still enjoy a generous 90-day return period.
There is one important caveat—while most returns fall under the time limits, REI will always accept items with manufacturer defects, no matter how long ago the purchase was made.
2. Costco’s Risk-Free 100% Satisfaction Guarantee
Costco is known for having one of the most generous return policies, which plays a big role in its loyal customer following. Theretailer promises a full refund on nearly any product purchased, with a few exceptions such as gift cards and event tickets. Notably, the company does not set a strict public time frame for returns.
As a membership-based retailer, Costco goes even further by refunding membership fees if customers are not satisfied—making their policy even more customer-friendly.
3. Aldi’s Twice as Nice Guarantee
While most satisfaction guarantees only provide a refund or an exchange, Aldi goes one step further with its Twice as Nice Guarantee. Under this policy, customers receive both a full refund and a replacement product. To qualify, shoppers need to return the unused item along with its packaging and the original receipt within 90 days of purchase.
This guarantee is particularly valuable because Aldi primarily sells its own private-label brands. By offering this extra assurance, the supermarket builds customer trust and reinforces confidence in the quality of its store-brand products.
4. Lowe’s Lowest Price Guarantee
Lowe’s sets itself apart with its Lowest Price Guarantee, a price-matching program designed to ensure customers always get the most competitive deal. If a shopper finds a lower price at a competing retailer or online store, Lowe’s will match that price.
This approach helps Lowe’s remain competitive while encouraging customer loyalty, since shoppers know they don’t need to go elsewhere for better pricing.
The drawback, however, is that the policy comes with a long list of exclusions, which can make it complicated for new or casual customers to navigate. Still, for loyal customers, it serves as a strong and dependable satisfaction guarantee.
5. Osprey’s All Mighty Guarantee
Osprey offers one of the rare lifetime satisfaction policies with its All Mighty Guarantee. Instead of traditional returns, the company focuses on extending product life by repairing gear. Customers can send in their backpacks or travel equipment to have issues like broken zippers, torn fabric, or damaged buckles professionally fixed.
This policy emphasizes durability and aligns perfectly with Osprey’s commitment to creating long-lasting, functional products. It reassures buyers that their investment will serve them for years while reducing waste through repair rather than replacement.
6. Orangetheory’s Money-Back Guarantee
Orangetheory stands out in the fitness industry with its 30-day money-back guarantee. New members are encouraged to try the program for a full month, and if they aren’t fully satisfied, the company will cancel the membership and issue a refund.
However, there’s an important condition: participants must attend at least 12 classes within their first 30 days. This requirement ensures members give the program a genuine effort before deciding. The guarantee strikes a balance between customer assurance and accountability.
7. Hyatt’s Best Rate Guarantee
Hyatt stands out with its Best Rate Guarantee, ensuring guests always receive the lowest room rate available. Beyond simply matching a competitor’s price, Hyatt goes further by offering a choice: either an additional 20% discount on the matched rate or 5,000 loyalty points.
The only requirement is timing—guests must spot the lower rate and submit a claim within 24 hours of booking directly through Hyatt.
8. Terminix’s Nix Pest Guarantee
Terminix builds customer confidence with its Nix Pest Guarantee. If pests return after a treatment, the company will revisit and fix the issue at no extra charge. This guarantee applies between scheduled visits for ongoing service plans, while one-time treatments are covered for 30 days.
Although this may lead to additional work for Terminix, it strengthens customer trust and showcases their commitment to service quality, often encouraging clients to invest in longer-term plans.
9. 100% Hampton Guarantee
The 100% Hampton Guarantee is one of the most established policies in the hotel industry. Rather than focusing on refunds or price-matching, this promise is centered on guest satisfaction.
Hampton encourages guests to raise any concerns with staff, who will work to resolve them promptly, ensuring each stay is enjoyable. This policy highlights Hampton’s dedication to service excellence and to making guests feel valued.
10. ActiveCampaign’s Free Trial Guarantee
Free trials are often promoted as risk-free but usually come with strings attached, such as hidden fees or automatic billing after the trial ends. ActiveCampaign sets itself apart with a truly transparent Free Trial Guarantee.
New users can explore the platform for 14 days by simply entering their email address—no credit card required. When the trial period ends, customers can decide whether or not to purchase a plan, making the process completely hassle-free.
