Nov 14, 2024 - Business

REI is changing its lenient return policy

Picture shows the inside of an REI store with lots of outdoors equipment. — The days of no-questions-asked returns at REI are over for some customers. Photo: Courtesy of REI

Some REI customers will no longer be able to return items after the company says a "small subset" essentially treated the company's generous policy as a free rental service.

What it did: The outdoor retailer — with its nine Oregon locations, including the state's largest store in Beaverton — touts a 100% satisfaction guarantee policy on purchases and allows returns within 365 days for its co-op members.

But REI recently notified some members via email that they are no longer allowed to make returns or exchanges because they abused the policy, 9News reports.

By the numbers: The company said the notice went to "less than 0.02% of its 24 million-plus" members, which is roughly 4,800 people.

What they're saying: Those contacted "demonstrated a clear abuse of our policy," Katie Barosky, senior manager of store communications, told the TV station. "While they will still be welcome to shop with us, they will no longer be welcome to make returns or exchanges."

The intrigue: The company will not say what threshold it is using to determine when customers are abusing the policy.

But in a statement to ABC News, an REI spokesperson said the targeted members had an average return rate of 79% and returned $2,400 in merchandise, $1,400 of which had been used.

The big picture: Other retailers, including Target and Amazon, are also cracking down. Target said it has the right to refuse returns or exchanges if fraud is suspected. Amazon put a processing fee on sellers with frequently returned items.

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REI is changing its lenient return policy

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