REI Changes Its Legendary Return Policy, with Crackdowns on the Way

As of November, thousands of REI members may no longer have access to one of the retailer’s best perks: a 365-day return window. In fact, they won’t be able to make any returns at all.

The company reportedly emailed as many as 4,800 customers — about 0.02 percent of its membership base — informing them of changes to its return policy and that “past abuse” would disqualify of them making returns and exchanges moving forward.

“You may still make purchases, but any purchase made on or after November 6th will not be eligible for return or exchange,” the email read. “If you attempt to make a return or exchange, your item(s) will be refused and/or mailed back to you.”

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What is REI’s return policy?

REI famously has one of the most generous return policies in all of retail and for years maintained a lifetime return policy before dialing it back in 2013.

Still, its current policy of 365 days for members and 90 days for non-members stands as one of the best among major retailers, and it’s one of the company’s main incentives to sign up for its $30 membership.

Though REI isn’t the first company to crack down on what it considers abusive practices that take advantage of its policies, the move to ban paying members without warning is somewhat surprising for the company, which reported over $300 million in losses last year.

Online, its Return Policy only states that the retailer reserves the right to refuse one-off returns and exchanges but that “members may return most items within one year of the purchase date even if they’ve been worn or gently used.”

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What counts as “abuse” of REI’s return policy?

So what type of behavior earns you a spot on the company’s blacklist? And is it possible to get off it?

It’s not exactly clear.

REI is not transparent about the number nor types of returns it considers an “abuse” of its policy and whether banned members will ever earn back the ability to make returns.

On Reddit, one user claimed that they received the ban despite purchasing $20,000 worth of merchandise and not making a single return in the last three years.

Another lamented, “Also got the email and I’m quite confused. My returns have nearly all been new with tags. A return ban, without warning or explanation, means I’m likely going to shop elsewhere even though I’ve been an REI member for years and have their credit card.”

A third wrote, “All members should be concerned about this, since it’s like a switch: you’re a normal member, then you’re not, with no due process/prior communication/warning/etc. How do members know when they cross the line?”

Yet other Redditors were equally astonished, albeit for avoiding the ban based on their purchase history.

“I’m actually in shock that I didn’t receive it,” one user wrote. “My partner often orders 5 items and returns 4 (shoes, jackets, pants, etc.) 3-4 times per year.”

Gear Patrol has reached out to REI for comment.

Until then, the ban will go into effect November 6, 2024. Roughly one out of every 6,000 REI members will be affected.

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