L.L. Bean has ended its lifetime-returns policy due to rampant abuse in recent years. The retailer has initiated a new one-year limit on returns.
The retailer said it will continue to replace products for manufacturing defects beyond a year after purchase.
The return policy on the site now reads: “If you are not 100% satisfied with one of our products, you may return it within one year of purchase for a refund. After one year, we will consider any items for return that are defective due to materials or craftsmanship.”
In February 2017, L.L. Bean indicated it was exploring overhauling its generous return policy while saying it was offering voluntary early retirements to employees to shore up profitability. At the time, the company also said it was exploring eliminating year-round free shipping and last week indicated it was imposing a $50 minimum for free shipping.
The changes were revealed in a letter to customers on the retailer’s Facebook page from executive chairman, Shawn Gorman:
A Letter to Our Customers,
Since 1912, our mission has been to sell high-quality products that inspire and enable people to enjoy the outdoors. Our commitment to customer service has earned us your trust and respect, as has our guarantee, which ensures that we stand behind everything we sell.
Increasingly, a small, but growing number of customers have been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years. Others seek refunds for products that have been purchased through third parties, such as at yard sales.
Based on these experiences, we have updated our policy. Customers will have one year after purchasing an item to return it, accompanied by proof of purchase. After one year, we will work with our customers to reach a fair solution if a product is defective in any way.
This update adds clarity to our policy and will only affect a small percentage of returns. It will also ensure we can continue to honor one of the best guarantees in retail, with no impact for the vast majority of our customers. To learn more, please view our full return policy at llbean.com.
L.L.Bean has stood for quality, service, trust, and getting people outdoors ever since my great-grandfather founded our company over 100 years ago, and that will never change. Thank you for being a loyal customer and we look forward to continuing to inspire and enable you to Be an Outsider.
Sincerely,
Shawn O. Gorman
L.L.Bean Executive Chairman
