REI Return Policy – New, Clearance, and Used Purchases Policy Differences

REI is known for its 100% Satisfaction Guarantee, standing by the quality and performance of the products they sell. Their return policy is designed to provide customers with peace of mind when making a purchase. However, the policy differs slightly based on the type of product purchased and the membership status of the customer.

General REI Return Policy

REI's general return policy is pretty straightforward. If customers are not satisfied with their purchase, they can return the product for a replacement or refund, with a few exceptions. The return window varies depending on whether the customer is an REI Co-op Member or not. Members have a generous 365-day return window from the date of purchase, while non-members have 90 days to make a return. This applies to all eligible items, including e-bikes, with the exception of outdoor electronics which have a 90-day return window regardless of membership status.

REI Return Policy - New Items

REI allows the return of new items by mail or at any of their retail stores with proof of purchase, regardless of whether the item was bought online, in a store, or over the phone. This offers great flexibility for customers who may not live near a physical REI store.

REI Return Policy - Clearance Items

For clearance items, the same general return policy applies. As long as the item is returned within the return window (365 days for members, 90 days for non-members), customers can expect a refund or exchange.

REI Return Policy - Used Gear

Used gear purchased through REI's Re/Supply program has a different return policy. REI Co-op Members can shop and trade in used gear at REI stores or on the Re/Supply website. All sales are final for Re/Supply used gear sold at REI store locations. However, REI maintains a 100% Satisfaction Guarantee on all used products sold on the Re/Supply website. These items must be returned via mail within 30 days of the purchase date. It's important to note that REI stores and the regular REI Returns Department cannot process returns on used gear.

REI Return Policy - Gift Returns

Gift returns are also accommodated at REI. If a gift recipient wishes to return an item, they can do so at any REI store. For mail returns, the package should include a note requesting a "gift recipient refund" along with the recipient's contact details, and a gift receipt or the original proof of purchase. All gifts returned by mail will be refunded in the form of a check issued to the gift recipient name and address provided.

In conclusion, REI's return policy caters to a variety of customer needs, from those purchasing new items to those buying or receiving gifts. The policy is particularly beneficial for REI Co-op Members who enjoy a longer return window and access to the Re/Supply used gear program. The comprehensive policy, coupled with REI's commitment to customer satisfaction, ensures that customers can shop with confidence, knowing that REI stands behind their products.

Frequently Asked Questions - REI Return Policy

1. What documents are required to process a return?

If your purchase was made at one of our physical locations and wasn't linked to an REI Co-op Membership, you'll need a physical or digital receipt to initiate a return.

In the event that you utilized your REI Co-op Membership number for your purchase and wish to mail in your return, follow the steps in our retail return process. On the initial screen, omit the purchase details and only enter your member number. This assists us in locating your purchase data when we receive your return.

If you're returning your item directly to a store, a customer service representative can use your REI Co-op Membership number to find your purchase details.

If your purchase was made online or via phone, including in-store pickups, an order number is required for the online return process. This number can be located in your confirmation email, on the packing slip, or identified as the "Purchase number" in the Purchase History section of your REI.com account. If you plan on returning an online purchase at a retail store, a customer service representative can assist in retrieving your order details.

2. How can I get help finding proof of purchase?

Should you need assistance in locating your proof of purchase, don't hesitate to contact us. We're here to help, especially if your order was placed online or if you used your REI Co-op Membership number during your purchase.

3. What's the process for returning items bought from the REI Outlet?

4. How do I go about returning an oversized item?

Oversized items can conveniently be returned at no cost to any of our retail locations.

If you choose to return some oversized items using our online process, an oversized shipping fee of $21.95 will be applicable. Furthermore, any return packages that weigh over 32 lbs. will incur additional shipping fees based on the weight. These charges will be subtracted from your refund, along with any standard or oversized return shipping costs.

Certain categories of oversized items can be returned by mail through our online return process, and these are subject to the aforementioned oversized shipping fee of $21.95:

• Bicycle trainers
• Single joggers/strollers
• Skis and snowboards

To initiate a mail-in return, use the following links:

• Return online orders
• Return in-store purchases

However, there are certain categories of oversized items that are not eligible for return through our online process:

• Kayaks and canoes
• Car-top boxes and roof-top tents
• Bikes
• Double joggers/strollers

For these and other oversized items, you have the option to arrange a return by mail directly with a shipping carrier.

5. What is the procedure for returning large items that don't fit into a single box?

For items that are heavy (weighing more than 32 lbs.), please refer to our detailed guide on oversized returns above in FAQ #4. 

In the case of items weighing less than 32 lbs. that are still too bulky or awkwardly shaped to fit in one box, we advise that, if possible, you try to pack them into a single box using a single return shipping label. This helps ensure accurate tracking of your return. Alternatively, you could return the item to the nearest REI store. If these options are not viable, please do not hesitate to get in touch with us for further assistance.

6. How do I return items from different orders in one box via mail?

If you're looking to consolidate return items from multiple orders into one box, follow these steps along with our standard instructions for returning items by mail:

• Use our online return site to generate shipping labels and packing slips for each order that has items you wish to return. The most straightforward way to access this is through the orders listed in your Purchase History. You can manually input your purchase information for online orders here or in-store purchases here.
• Stick ONE of the shipping labels on the outside of your box. Put the remaining shipping labels and packing slips inside the box, together with the items you're returning. Including these documents helps our team process your return both efficiently and accurately. Rest assured, we will only charge the $5.99 return shipping fee once.
• Keep in mind that your package should not exceed 32 lbs. If it does, a $21.95 oversize shipping fee will be deducted from your refund instead of the standard $5.99.

7. How can I determine if my return item(s) contain hazardous materials?

Certain items are classified as Hazardous Materials for shipping and are not eligible for return via our online process. These include:

• Flammable liquids
• Used liquid fuel stoves
• Loose or uninstalled batteries (even in their original packaging)
• Adhesives
• Solid fuels
• Used or charged CO2 cartridges
• Aerosols
• Bug repellent
• Matches

Please be aware that items with pre-installed batteries, such as headlamps or GPS units and watches, can be returned via our online return process without restrictions, provided no more than two such items are included per package.

8. How do I return items that contain hazardous materials?

9. How do I coordinate a return shipment directly with a carrier?

Please be aware that you are liable for the return shipping costs.

To prepare your return, securely pack the item and include the original product packaging and tags, if they are available. A useful tip is to cover all pre-existing shipping labels if you plan to reuse the bag or box your order arrived in.

Remember to enclose a proof of purchase (for instance, an invoice or store receipt), your contact information, including name, address, email, phone number, REI Co-op Member number (if applicable), and a brief explanation regarding the reason for your return. If you're unable to locate your proof of purchase, refer to the FAQ above to get in touch with us.

If you're returning a gift, ensure to include the gift recipient's details as specified in the Gift returns section.

Attach a return shipping label to your package and address it to:

REI RETURNS DEPARTMENT 1700 45TH ST E SUMNER, WA 98352

For the shipping, select a carrier that offers tracking and insurance services, as REI cannot be held responsible for items that are lost or damaged during transit.

10. Is it possible to return items via Curbside Pickup?

For the latest details on returns, please refer to our Return Instructions. Initially, during the implementation of the Curbside Pickup service, we will not be able to accommodate curbside returns.

11. How can I process an international return?

International orders, i.e., those purchased and shipped outside the U.S., cannot be returned via our standard mail-in returns process.

However, there are two alternatives for international returns:

• If you are currently in the U.S., you can return items from your international order at any REI store location.
• If you need to return items from an international order via mail, you will have to work directly with a carrier to arrange the return shipment. Please keep in mind that you will bear the return shipping costs.

Here are the instructions for mail-in international returns:

1. Securely pack the item, including the original product packaging and tags, if available. A useful tip: Cover all existing shipping labels if you want to reuse the bag or box your order came in.
2. Include proof of purchase (such as an invoice or store receipt), along with your contact details—name, address, email, phone number, and member number (if applicable)—and a brief explanation for your return.
3. Attach a return shipping label to your package and address it to:
   REI RETURNS DEPARTMENT 1700 45TH ST E SUMNER, WA 98352
4. Choose a carrier that offers tracking and insurance services. REI is not responsible for items lost or damaged during transit.

For additional queries regarding international orders, please visit our International Orders page.

12. What are the return privileges extended to REI Co-op Members?

REI Co-op Members enjoy several advantages when it comes to returns. Eligible items can be replaced or refunded—with a few exceptions—within one (1) year of the purchase date.

If you've made a purchase using your membership, returns are speedy and don't require a receipt:

• For returns to a retail store, your purchase information can be quickly retrieved using your REI Co-op Member number, eliminating the need for a physical receipt.
• If you choose to return an item by mail, including your member number on your packing slip can expedite the processing of your return.
• If you have an online account, are logged in, and your membership is linked, you can easily initiate a mail-in return online through your Purchase History.

To learn about all the benefits of being an REI Co-op Member, please click here.

13. What should I be aware of regarding return shipping fees?

Here are a few key details about the costs associated with shipping returns:

Refunds on original shipping fees

We do not refund standard, oversize, and expedited shipping charges from your original purchase unless we made an error with your order, or if the returned item is found to be defective after our inspection. If either of these situations applies, please reach out to us.

Return shipping fee

In general, a $5.99 fee will be deducted from your refund to cover return shipping back to REI for standard size/weight packages when you return by mail, using the prepaid shipping label we provide. This fee applies only to mail-in returns; returns made at REI stores are free.

Here are a few exceptions and clarifications to this policy:

• If your returned package weighs more than 32 lbs., a $21.95 oversize shipping fee will be deducted from your refund instead of the standard $5.99.
• If you're returning multiple orders in one shipping box that weighs less than 32 lbs., only one $5.99 return shipping fee (for one label) will be deducted from your refunds.
• If you choose to pay for shipping on your own by working directly with a carrier (not using our prepaid shipping labels), we won't deduct any return shipping fees.
• If we made an error with your order, we'll waive the return shipping fee once we've reviewed your return and confirmed our mistake.
• If the value of the return itself is less than $5.99, we will waive the $5.99 return shipping fee.

Shipping fees for replacement items

If you're ordering a replacement as part of an exchange over the phone, our representatives might waive the $5.99 standard shipping fee for the new replacement item if you're returning a similar item to us by mail. Similarly, the $5.99 standard shipping fee might be waived to ship a similar item as a replacement, if applicable.