Fast food chain KFC really wants you to be happy eating their fried chicken. They’re so committed, they have launched a “first of its kind in Asia” one-for-one exchange policy, which started yesterday (Feb 24). Under the Colonel’s Guarantee policy, customers can get a free replacement for their chicken if they find that it’s not finger lickin’ good.

While it sounds straightforward enough, there are of course terms and conditions. Here’s how it works:

For dine-in customers:

● Bring your uneaten/partially eaten Original Recipe or Hot & Crispy Chicken to the KFC counter.

● Fill out an online feedback form by scanning a QR Code.

● Show the completed feedback form to the staff, and get your replacement chicken (the unsatisfactory one will be discarded).

● The exchange must be done on the same day of your purchase, at the same outlet.

● And no, you cannot tapow your not-quite-shiok but still can eat chicken home. It must be given back to KFC.

● It should go without saying that “fully eaten chicken will not qualify for exchange”.

For takeaway orders:

● Exchange must be made in person at the same outlet of purchase on the same day, with a receipt as proof of purchase.

● Similarly, fill up the online feedback form, show it to the staff and get your replacement.

● Orders made through KFC Delivery and via Deliveroo, Foodpanda and GrabFood are not applicable for exchange.

Now, we can imagine some ways in which this exchange policy can go awry. So we sent our burning questions to KFC, who gamely clarifies on the potential loopholes.

Q: What is KFC’s definition of “partially eaten” chicken? Does chicken with just a bit of meat left on the bone count?
A: We all know it's hard to stop chowing down on a piece of Finger Lickin' Good chicken. As long as the chicken is not eaten completely down to only bones, KFC Singapore will honour the replacement.

Q: Does KFC keep a record of how many times a customer has exchanged their order?
A: Customers will have to complete a feedback form (via QR code) before making an exchange. Every feedback is automatically recorded.

Q: What’s the maximum number of times a customer can exchange their fried chicken?
A: We at KFC Singapore are confident in our fried chicken and believe such exchanges will be kept to a minimum. The focus of the Colonel's Guarantee is not to encourage exchanges but to ensure that our chicken will always be Finger Lickin’ Good. As a brand well-loved by our customers, we would like to believe that our customers will not deliberately abuse our commitment.

In other words, KFC knows how many times you have exchanged your fried chicken, and will be very sad if you game their goodwill system.

According to KFC, all cooks at its 87 outlets go through “rigorous training” and have to pass a test before they’re allowed to serve the Colonel’s famed 11 herbs & spices fried chicken. So if the chicken is good, KFC hopes its customers will praise the cook by tapping a ‘well done’ button in the same online feedback form.

As a “gesture of appreciation”, the customer will receive a promo code for one free piece of chicken in their next purchase.

From now till Mar 2, KFC is also having a Colonel’s Deal with five pieces of chicken going for $9.90, and a Colonel’s Feast with eight pieces of chicken, three pieces of Hot & Crispy Tenders, and three medium servings of Whipped Potato for $19.90.

Available at all outlets and via KFC Delivery. More info about the exchange policy via www.kfc.com.sg/colonelsguarantee.

PHOTOS: KFC/ YIP JIEYING