Recreational Equipment, Inc. or popularly known as REI offers products for all your travelling, camping, or hiking needs, a 100% satisfaction guarantee, and flexible return policy.
For REI, your happiness with the product is of utmost importance, and in case the product doesn’t fulfill your criterion, you can easily return it for a replacement or refund of the whole amount within one entire year.
You can return any item having any kind of defect in its materials or manufacturing. Get information about the limited warranty offered.
However, similar to every other policy, this has an asterisk sign attached to it. Read on to know more all about the REI Return Policy and ensure a smooth and hassle-free return.
Full Return Procedure at REI
The period for return – 1 Year
REI returns most of your purchases for a year from the date of buying, although some exceptions apply (listed below).
You can return the product via mail or in-store irrespective of your mode of purchase i.e., whether you bought the product online or offline.
Just ensure you have the proof of purchase attached to it. If you have lost the receipt, the REI representatives can help you look in for the details of your transaction using information such as order number, date and location of purchase, member details (name, number, address, etc.) purchase price.
Because of the nationwide lockdowns imposed to contain the spread of COVID-19 many of the REI stores were temporarily closed.
But you need not worry, REI is doing everything it can to protect its customers and make returns easier for you.
And as part of this initiative, REI has updated their return policy. Return of electronic items bought after 12/15/19 and other merchandise bought after 3/15/19 will be possible only when the stores reopen.
All other terms and conditions are subjected to the standard return policy. Find out more about the recent closures here.
Exceptions to General REI Return Policy
As per return policy, there are certain exceptions to the general 1-year rule and are to be returned within 90 days of purchase. The items excluded are listed as below:
- Activity monitors
- GPS-enabled devices
- Bike trainers
- Emergency-communication devices
Returning Used Gear
If any of the used products bought from REI sites, doesn’t fulfill your requirement, you can return it within 30 days of purchase.
The REI’s Satisfaction Guarantee policy doesn’t cover products having ordinary wear and tear or damage caused due to improper use or accidents. Check more information about REI Used Gear here.
No Return Items
The items bought at REI Store Garage Sales – the in-store events organized by REI where the items are sold ‘as is,’ can’t be returned to the stores. All sales made at these events are final.
How to get started with the Return
REI return policy offers you the flexibility of returning goods via mail or in-store irrespective of whether you bought them online or offline.
However, the method of refund might change depending on your mode of return (explained below).
Just remember to keep few things in mind such as final sales cannot be returned and that used items need to be cleared before return. In case the items don’t meet the criterion, they would be rejected and returned to you.
Want to know the steps to ensure smooth returns? Read on to find a step-by-step process to simplify your returns:
Steps to follow while returning in-store
The items purchased can be returned to the local store. Just follow the following simple steps:
Step-1: Collect documents related to your purchase. These include:
- Receipt or invoice or any other proof of purchase
- Original packaging and tags
- Even if you lost your receipt, your transaction could be tracked using the credit card number or other details.
Step-2: Visit the customer desk at your nearest REI store with the products to be returned (Click here to locate your nearest store).
Step-3: Reach out to the customer care representative at the store. The representative would evaluate the items for eligibility.
Step-4: Once approved, you will get the payment back in the original form of payment immediately.
Steps to follow while returning via mail
To return your goods via mail, you would have to follow the following listed steps.
If there is any discrepancy or issue with the returns, the customer care representatives would call or email you for clarifications, so do ensure you provide the correct contact details.
Step-1: Pack the item in the original packaging and include all the tags applicable. (Hack: Cover all existing shipping labels and reuse the package that your order came in.)
Step-2: Include proof of purchase (invoice, store receipt) along with your name, address, email, phone number, and member number (if applicable) and a brief reason for returning the item. (No return code required.)
Step-3: Attach the return shipping label given in the invoice. Alternatively, you can also send your package to:
REI RETURNS DEPARTMENT,
1700 45TH ST E,
SUMNER, WA 98352
Important – The return label is not prepaid. Return shipping costs will be paid by the customer itself.
Step4: Use reliable carrier to send your package so that you can track it and claim damage insurance as REI can’t be held responsible for items lost or damaged in transit.
REI makes the refunds made via online and phone in the original form of payment, i.e., for a credit card payment, you will get the amount credited to the same card.
All store purchases which are returned via mail and dividends are refunded by check while in-store returns are refunded to the original form of payment.
If the return is made via mail, the refund would be made in the relevant PayPal account only. In case you make an in-store return for a product purchased using PayPal, you will be refunded via cash or a check.
Exchange Policy at REI
REI doesn’t provide exchange via mail. You’d have to order a new item and return it via the normal process mentioned above or simply follow any of the following options:
- Call at the customer service number 1-800-426-4840 to order a replacement item, and REI will waive any standard shipping charges on your order. Then follow the instructions above to return your original item by mail.
- Order the replacement and then return the present item by following the above guidelines. Include your replacement order number with your return and REI will refund any standard shipping charges paid on your replacement order.
- Visit REI store to return your product and purchase a replacement. You can purchase the replacement through store, website, or by calling 1-800-426-4840. The customer desk attendant will help you in placing an order.
*Shipping charges are refundable only if the returned item is found to be defective.
Shopping Hack – REI Credit Cards
If you are a fan of REI products and a regular buyer, you can use their credit cards. REI offers a credit card in partnership with Mastercard with no annual fees.
The card offers many benefits such as 5% cash back at REI store purchases, 2% cashback on mobile wallet purchases, and 1% cashback from transactions done anywhere else.
If you Apply for the REI Co-op World Elite Mastercard®, and it is approved, purchase within 60 days, and you’ll earn a $100 REI gift card. Apply Now.
Apart from the credit card, it also offers various memberships that provide multiple benefits such as 10% cashback on valid purchases for a one-time fee of $20. Find out in detail about them here.
Do you have any questions on mind?
What is the REI Customer Service Number?
All customers can reach out to the customer service at 1-800-426-4840 from Monday – Saturday, 5 am-10 pm PT and Saturday – Sunday, 6 am-9 pm PT.
How to return items with misplaced/lost receipts?
If your receipt is lost or misplaced, you can find the proof of a transaction with the help of REI customer care who can locate your transaction via details such as member name, date of purchase, and purchase return.
How to return a gift I received?
You can return it in the same manner, explained above. Just add a gift recipient refund slip with recipient information such as name, number, address, phone number, and email address. All gifts returned via mail are refunded in the form of cash.
What if there is some discrepancy in my gift recipient refund?
In case the request is not clear and incomplete, the original purchaser would be refunded.
How to return hazardous products bought from REI?
The return process is similar; just ensure that labeling and/or handling requirements mentioned on the product when it was shipped are properly followed, and they are handled by an expert. Returns can be made to any REI store or via mail.
An Interesting Fact to End With
Do you know that REI’s first general manager is also the America’s first person to successfully climb the Mount Everest?
The man was Jim Whittaker, who left the company to be a part of the expedition in 1963. 8 years later, he rejoined the company as its President.
So we can easily say that adventure is at the helm of the company.
I personally love REI products, as the company really focuses on quality. That’s the main reason for the confidence they have in their products.
A return window of whole 1-year is far beyond the industry standards, and the customers are loving it.
Yet, if you faced any challenges in returning your item, we encourage you to share your experience with us in the comment section below! We are eagerly waiting to hear from you 🙂