Customers won’t be able to return those seven-year-old hiking boots to REI just because they don’t fit anymore.
On Tuesday, the nation’s best-known outdoor retailer and co-op told its members that it was amending its well-known “100 percent satisfaction guarantee” policy to limit returns of purchases at REI or REI.com to within one year, and at REI-Outlet.com to within 30 days.
Previously there was no time limit on REI returns. Company officials said abuse of the policy led to the change, which is effective immediately.
“REI has one of the best return policies in retail, and we remain committed to your satisfaction with everything you buy at REI,” Senior Vice President of Retail Tim Spangler said in an email to customers. “We also have a small, but growing, number of customers who stretch our policy beyond its intended purpose. To ensure that we can continue to offer our 100% Satisfaction Guarantee, we're updating our policy.”
REI posted the new policy on its website, which additionally states that any product that is defective in materials or workmanship, or covered by a manufacturer’s separate warranty can still be returned at any time.