REI Return, Refund, and Exchange Policy [2024]

REI, the outdoor retail giant, has a strong commitment to ensuring customer satisfaction. Their return, refund, and exchange policy reflects this dedication by offering flexible solutions for customers who may want to return items that don’t meet their expectations.

Whether you’ve recently purchased camping gear or athletic shoes, understanding REI’s return policy can save you time and make the process smoother.

In this article, you’ll get a clear guide on REI’s policies for returns, refunds, and exchanges in 2024, including details on their unique membership benefits and options for both in-store and online purchases. Knowing these details can help you make informed decisions before and after your purchase, ensuring a hassle-free experience.

Brand Name	REI
Return Policy	90-day return window for most items; item must be in like-new condition. REI Co-op members benefit from receipt-free returns if purchase was made with membership.
Exceptions	Final sale items, perishables, and significantly worn or damaged products may not be eligible for return. Defective items may be returned beyond 90 days.
Refund Policy	Refunds issued to the original payment method. For in-store returns, processing is immediate. For mail-in returns, refunds can take up to 10 days after item review.
Exchange Policy	In-store exchanges are straightforward with proof of purchase. For online purchases, return the item by mail and reorder the replacement.
Gift Returns	Gift returns accepted with a gift receipt, typically for store credit or exchange. Without a gift receipt, refunds are based on the item’s current sale price.
Return Methods	In-store and mail-in returns available. Mail-in returns incur a shipping fee of around $5.99 if using REI’s prepaid return label.
Customer Service Email	[email protected]
Customer Service Phone Number	Not available publicly; use the email above or REI’s live chat feature on their website for assistance.

REI Return Policy

REI offers a 90-day return policy on most items, giving you the flexibility to bring back products if you’re unsatisfied. This policy applies to both REI members and non-members, although members enjoy additional perks that simplify the process. When you return items within the 90-day period, REI provides either a full refund or the option for an exchange, as long as the items are returned in a like-new condition.

For REI Co-op members, the process can be even easier, thanks to the membership’s benefits. With a lifetime membership costing only $30, members enjoy receipt-free returns, allowing them to return items simply by using their membership number. However, certain products, like perishable food items, cannot be returned, even by members.

Certain products may fall under specific rules within REI’s return policy. Items like outdoor gear, particularly those that show excessive wear or damage from extensive use, may not be accepted if the issues result from wear and tear. Similarly, REI’s “test and try” approach means that you can try out clothing or footwear, but returns due to personal preferences—like fit or style—should be within a reasonable time frame and in good condition.

For defective items, REI offers flexibility and may consider returns beyond the 90-day window. However, customers may need to visit the store with proof of purchase to assist with defective products.

Refund Policy

When returning an item, REI aims to make the refund process straightforward. Refunds are typically processed within 10 business days after they receive and verify the returned item. If you bring your item to a store, the refund process maybe even faster. For items purchased online or by phone, however, you’ll need to account for shipping time.

Refunds are issued using the original payment method. If you paid with a credit or debit card, REI will credit the refund back to that card. Customers who use PayPal to make online purchases will see their refund issued to their PayPal account. This system ensures that refunds are issued securely, directly to the original payment method, minimizing processing issues.

To qualify for a full refund, items should be returned in like-new condition, with any original tags and packaging when possible. Although REI has a generous policy, particularly for outdoor gear, excessively used items may receive a partial refund based on their condition. Additionally, if you return an item after the 90-day window, REI reserves the right to deny a refund or issue it as store credit instead.

REI Co-op members enjoy benefits that can simplify the refund process. For members, REI offers receipt-free returns because each transaction is linked to the member’s account. This perk can be especially helpful if you’ve misplaced a receipt or purchased an item as a gift. With just your membership number, you can initiate a return or exchange, making the process faster and more convenient.

Exchange Policy

For exchanges, REI allows customers to swap items at any REI store location, making in-person exchanges the most straightforward method. When visiting a store, bring the item you want to exchange along with proof of purchase, such as a receipt or membership number if you’re a Co-op member. REI store associates can help you quickly process exchanges, whether it’s a size swap for hiking boots or a different model of outdoor gear.

Online exchanges work a bit differently. REI doesn’t process direct item-for-item exchanges by mail; instead, you’ll need to return the original item and place a new order for the replacement. If you choose to exchange online, keep in mind that REI charges a small return shipping fee (around $5.99) if you use their prepaid return label. Alternatively, customers can also arrange their own shipping if they prefer to avoid this fee.

For specific items like bikes, tents, and high-value gear, REI applies special return guidelines. These items are eligible for exchange as long as they’re in good condition and returned within 90 days. If you experience issues beyond the standard period, particularly for items with defects, you may still qualify for assistance by bringing the item to an REI store. However, products that show significant wear or are heavily used may only be eligible for partial credit.

Gift Returns

If you received an REI item as a gift and need to return it, REI offers a simple process to make things easy. For gift returns, you can either bring the gift to any REI store or return it by mail. In-store returns are the fastest way to handle gift returns; if you have a gift receipt, the process becomes straightforward. The return will be processed as either an exchange or a store credit, allowing you to select something else in its place.

For online purchases received as gifts, a gift return can be processed through the REI website. If the original buyer included a gift receipt with your order, you’ll likely be eligible for store credit or an exchange. This allows gift recipients to pick an item they prefer while respecting the gift-giver’s purchase.

When an item is returned with a gift receipt, REI issues a refund as store credit rather than returning the money to the original purchaser. This credit can be used at any REI store or online, giving you the flexibility to select an item that better suits your needs. However, if you don’t have a gift receipt, REI may still issue store credit based on the item’s current sale price, even if it was purchased at a higher amount.

Return Methods

In-Store Returns

REI makes in-store returns convenient and quick, allowing customers to simply bring the item along with proof of purchase to any REI location. When returning in-store, you can bring either the original receipt, a gift receipt, or, if you’re an REI Co-op member, just your membership number. The store staff will process the return on the spot, and you can receive your refund or exchange immediately. This method is ideal for those who want a hassle-free experience and prefer a direct interaction when making returns.

Mail-In Returns

For those who prefer or need to return items by mail, REI offers a clear mail-in process. Begin by visiting REI’s website, where you can print a prepaid return label. This label covers the cost of return shipping, although there is a small fee (around $5.99) deducted from the final refund. Pack the item securely with all original tags and accessories, then send it back using the provided label. While the process is straightforward, keep in mind that processing mail returns can take up to two weeks, factoring in both shipping and refund processing times.

If you prefer, you can also ship returns at your own cost using a courier of your choice. This option may be helpful for those wanting to avoid the return label fee or seeking faster return options.

Frequently Asked Questions (F.A.Q)

Can you return items without a receipt?

Yes, REI does allow returns without a receipt, but it’s easier if you’re an REI Co-op member. For members, all purchases are tracked in the membership account, meaning you don’t need a paper receipt to initiate a return. If you’re not a member and can’t provide a receipt, REI may still offer a refund or exchange, often issuing store credit based on the item’s lowest sale price in the last year.

How does REI handle returns of worn or used items?

REI’s policy on used or worn items is generous within reason. Customers can return items they’ve tested or lightly used, provided the wear isn’t extensive. However, returns due to normal wear and tear over an extended period may be declined or limited to partial credit. This makes it ideal for customers who want to “test-drive” outdoor gear but also want to avoid excessive wear if they’re considering a return.

Is there a difference in the return policy for REI Co-op members?

Yes, being an REI Co-op member has benefits, especially for returns. Members don’t need receipts as long as purchases are recorded in their membership account, making the return process quicker and easier. Membership also adds flexibility for exchanges and helps when processing refunds for items that may not have the original packaging.

What’s the process for returning defective items?

REI accepts defective item returns beyond the standard 90-day period. If an item develops a fault due to manufacturing, you can bring it to a store with proof of purchase, and REI will work with you to replace or repair the item. Defects due to extensive use may be assessed on a case-by-case basis, so it’s best to discuss the issue directly with store staff.

How long do refunds take to process?

Refunds for in-store returns are often processed immediately. For mail-in returns, it may take up to 10 business days after REI receives and reviews the item. The exact timing can vary based on the payment method and whether you used the prepaid return label, which might add extra time for shipping.

Wrapping Up

REI’s return, refund, and exchange policies reflect its dedication to creating a satisfying customer experience, especially for outdoor enthusiasts who rely on their gear. With a standard 90-day return period, REI ensures that customers have ample time to test out purchases and decide if they meet their needs. For REI Co-op members, the process becomes even more seamless, with benefits like receipt-free returns, adding convenience and flexibility.