REI (Recreational Equipment, Inc.), the popular outdoor gear and apparel co-op, is renowned for its customer-friendly 100% Satisfaction Guarantee. This policy allows shoppers to return or exchange most purchases if they’re not fully satisfied, reflecting REI’s commitment to standing behind the products it sells.
As of 2026, the policy balances generosity with safeguards against abuse, offering one of the most accommodating return windows in retail—especially for members.
However, there are common complaints about the REI return policy, as we’ll see.
Core Return Windows
REI’s 100% Satisfaction Guarantee provides the following timeframes from the date of purchase:
- REI Co-op Members → 365 days (1 full year) for most eligible new items, including e-bikes.
- Non-Members → 90 days for most eligible new items.
This extended window for members (a key perk of the $30 lifetime membership) lets you thoroughly test gear in real-world conditions, such as multi-day hikes or seasonal adventures, before deciding.
Outdoor electronics (activity monitors, GPS-enabled devices, bike trainers, emergency-communication devices, cameras, etc.) are limited to 90 days for everyone, regardless of membership status.
Manufacturing defects in materials or workmanship are covered under REI’s limited warranty at any time—no time limit applies.
What Can Be Returned and Key Conditions
Most new items qualify for return or exchange, including those purchased in-store, online, or by phone. Items should generally be in resalable condition:
- Clean (unwashed or excessively dirty items may be declined).
- With original packaging and tags if possible.
- Free from damage caused by misuse, accidents, or ordinary wear and tear.
Used gear from REI’s Re/Supply program follows stricter rules:
- In-store purchases → Final sale (no returns).
- Online purchases → Returnable within 30 days by mail only.
Gifts can be returned with a gift receipt or proof of purchase.
Exceptions and Final Sale Items
Certain items are not eligible under the standard satisfaction guarantee:
- Final sale categories: REI Co-op Memberships, lift tickets/passes, gift cards, and in-store Re/Supply used gear.
- Hazardous materials (flammable liquids, used fuel stoves, loose batteries, aerosols, etc.).
- Oversized items (kayaks, bikes, roof-top tents, etc.) → These require special handling or in-store return.
- Items purchased internationally or certain corporate/group sales.
REI reserves the right to decline returns in cases of policy abuse. In late 2024, the company began notifying a small subset of members (less than 0.02% of over 24 million) that they could no longer make returns or exchanges due to excessive use of the policy (e.g., high return rates involving used items treated as rentals). These customers can still shop but face final-sale purchases going forward.
How to Make a Return
REI makes the process straightforward:
- In-Store — Bring the item (with proof of purchase if needed) to any REI store’s customer service desk. Free for all returns. Members can often skip receipts by using their membership number (purchases are linked to their account).
- By Mail — Start online via your purchase history (or manually with order details). You’ll receive a prepaid UPS label ($7.99 fee deducted from refund for standard items; higher for oversize). Drop off at UPS. For very large/hazardous items, return in-store or coordinate directly with a carrier.
Refunds go to the original payment method (processing may take up to 10 days). Member rewards or gift card portions are credited back quickly. Cash purchases over $500 may be refunded by check.
Exchanges are easiest in-store; mail returns require a separate repurchase.
Why the Policy Matters and Membership Perks
The generous return window is a major draw, encouraging confident purchases of high-end gear like tents, packs, or jackets. Becoming an REI Co-op Member (one-time $30 fee, lifetime access) unlocks the full 365-day period, receipt-free returns, annual rewards (typically 10% back on eligible purchases), exclusive sales, and more.
This policy has evolved—once a true lifetime guarantee until 2013, then adjusted to one year—to protect fairness while preserving REI’s outdoor-focused ethos. Always check the official REI Help Center for the latest details, as policies can have nuances based on specific items or circumstances.
Whether you’re gearing up for an adventure or local trails, REI’s approach helps ensure your equipment matches your needs—without buyer’s remorse holding you back. Happy adventuring!
Common Complaints About the REI Return Policy
Customers Getting Return Bans for Policy Abuse
One of the most talked-about and contentious aspects of REI’s return policy in recent years has been the company’s decision to impose permanent return bans on a percentage of customers deemed to have abused the 100% Satisfaction Guarantee.
In late 2024, REI began notifying select members (less than 0.02% of its over 24 million members, roughly a few thousand people) via email that, due to a demonstrated pattern of excessive or improper use of the return policy, they would no longer be allowed to make returns or exchanges—effective around November 6, 2024. These customers can still shop at REI, but all future purchases become final sale.
REI has described the affected group as having an average 79% return rate, returning about $2,400 in merchandise annually (with roughly $1,400 of that being used items), often treating the generous policy like a free rental service—such as buying gear for a trip, using it heavily, and then returning it worn or damaged while claiming dissatisfaction.
This crackdown followed years of complaints about abuse, including people returning heavily used items (e.g., trail-worn shoes with hundreds of miles, dirty tents, or gear after multi-day adventures) as if they were barely tried. REI emphasized that prior efforts to curb misuse were ineffective, and the bans aim to protect the policy’s integrity for the vast majority of fair users.
On Reddit (particularly in r/REI), reactions have been polarized:
- Many defend the move, noting that serial abusers drive up costs for everyone and ruin perks for genuine customers. Employees and long-time members often share stories of obvious abuse, like repeated returns of destroyed footwear or gear that looks like it was used as rentals.
- Others feel the process lacks transparency. No clear thresholds (e.g., exact return percentage or value), no prior warnings in most cases, and no appeal details shared publicly. Some banned members insist they only returned new/unused items (like multiple sizes for fit testing) or exchanged defective gear, yet were still flagged. Complaints include retroactive application, surprise discoveries in-store, and arguments that even high-volume but mostly kept purchases shouldn’t trigger bans.
REI’s official stance (reflected in their Help Center) reserves the right to decline returns or exchanges in cases of policy abuse to ensure fairness, without detailing the exact criteria—likely to prevent workarounds.
While the bans affect only a tiny fraction of shoppers, they’ve sparked debate about whether the policy’s legendary generosity can survive without stricter enforcement. For most customers who return items sparingly and in good faith (e.g., due to fit issues, defects, or genuine dissatisfaction), the risk remains extremely low. If you’re concerned about your own history, reviewing past transactions via your REI account can provide peace of mind, though REI doesn’t publish specific “safe” limits.
Cashier Attitudes During Returns
Reddit threads on r/REI frequently highlight mixed experiences with cashiers during returns, where some customers report frowns, annoyed tones, “death stares,” or judgmental vibes, especially when returning lightly used or dirty items like muddy shoes or gear after real adventures.
Customers often describe friendly greetings turning “stone-cold” or short, with remarks about cleaning items better or comments implying the return isn’t what the policy intends for.
These reactions stem from frontline employees dealing with frequent abuse (e.g., heavily soiled or heavily worn returns treated as rentals), which creates frustration and extra work processing items for Re/Supply rather than resale as new.
Former and current employees note that while policy prohibits judging customers and requires professional handling, busy periods, gross returns, or suspicion of serial abuse can lead to grumpy or interrogative attitudes.
Many advise politeness, clean items, and clear reasons to avoid pushback—most fair, infrequent returns go smoothly without issue. Overall, it’s a small but vocal complaint amid broader support for curbing true abusers to preserve the policy.