Rei Return Policy – A Return Guide For Every Customer
Rei Return Policy
Rei Return Policy – Before making a purchase, it’s essential to read the Rei Returns Policy and Refunds Policy. In the long run, this could save you a lot of time and money.
Managers at REI have used their own products in rough and difficult situations. But if you buy something from REI and it doesn’t work for you, you can return it quickly and easily within a year.
Except at the REI store, where you only have 30 days. If you bought it from REI, you have 365 days (1 year) to return it.
But if you bought a REI item from another store, you have 30 days from the date you bought it to return it.
100% guarantee of satisfaction
Everything we sell has our full support. If you are not happy with your purchase, you can return it within one (1) year if you are a REI Co-op Member or within 90 days if you are not a member.
| REI Co‑op Members | Non‑members | |
|---|---|---|
All eligible items | 365 days | 90 days |
| Outdoor electronics | 90 days | 90 days |
| Online Re/Supply used gear items | 30 days | N/A |
| In-store Re/Supply used gear purchases, REI Co-op Memberships, lift tickets, passes and gift cards | Final sale | Final sale |
With proof of purchase, you can return new items you bought from REI by mail or at any of our stores, no matter if you bought the item online, in a store, or over the phone.
See the REI Terms of Sale for information on REI’s product warranties and warranty returns (Part Two).
Return policy exceptions
We cannot accept returned items that do not comply with the rules of our 100% Satisfaction Guarantee. If you send back your package by mail and it does not meet these requirements, we will send it back to you.
Outdoor electronics
These things must be sent back within 90 days of when they were bought. Outdoor electronics include:
- Activity monitors
- GPS-enabled devices
- Bike trainers
- Emergency-communication devices
- Cameras
Final sale items
As stated at the time of purchase, all sales of REI Co-op memberships, lift tickets, passes, and gift cards are final.
Damaged gear
The REI Satisfaction Guarantee doesn’t cover normal wear and tear, damage from improper use, or damage caused by an accident.
Unwashed or excessively dirty gear
Things that have been used since they were bought must be cleaned before they can be sent back. Items that haven’t been cleaned or washed may be turned down and sent back.
Product defects
If your item has a problem with the materials or the way it was made, you can return it at any time, no matter when you bought it.
See the REI Terms of Sale for information about the warranties that cover products sold by REI and how to return products under warranty (Part Two).
Re/Supply used gear
Re/Supply is our sale of used gear for members only. REI Co-op allows its members to buy and sell used gear through garage sales held in stores or on the Re/Supply site for used gear.
Re/Supply at REI stores: The stores sell all Re/Supply items “AS IS” and do not accept returns. If you buy used gear in a store and mail it to the REI Returns Department, you will get it back.
Re/Supply website returns: If you buy something used online and aren’t happy with it within 30 days of the purchase date, you can send it back.
Return to a store
Bring your item, its original packaging and tags (if you still have them), and proof of purchase to the customer service desk at any REI location to return or exchange it for free and easily.
How do I return an online purchase to a store? Start your return online to save time in the store.
Please note We will refund cash and/or Total REI Rewards purchases of $500 or more by check.
Return by mail
You can start the mail-in return process online, no matter if you bought the item online or in a store. See the exceptions for returns sent by mail.
Get your shipping label
You can get a shipping label for your mail-in return if you start it online. With a REI shipping label, you can drop off your return at any Postal ServiceTM location or mail it directly from your home. No printer? We can give you a QR code for quick drop-off without paper.
Please note When you use the prepaid shipping label to send back your item, the company will deduct $5.99 from your refund to cover the cost of return shipping for packages of standard size and weight.
See the FAQ for more information on returning large items and the FAQ for more information on returning multiple orders in one box.
Online, phone and in-store pickup orders
To initiate a mail-in return for orders placed online, over the phone, or for store pickup, you can start the process from the Purchase Details page. You can get to this page from your Purchase History or the email that confirmed your order.
Now You can also start a return online by clicking the button below and entering your order number and billing ZIP code.
In-store purchases
If you bought something in a store, use the button below to start a mail-in return using the information from your store receipt.
Please note that if you return an in-store purchase by mail, we will refund your payment by check. When we send you a check, which is usually within 5 business days after we get your package, we’ll let you know by email.
Returning a gift?
See Gift returns for instructions to return by mail.
Exchanging an item?
We aren’t able to do direct mail exchanges, which is too bad. Check out Exchanges to learn more.
Exceptions for mail-in returns
Our mail-in return process cannot send back certain things to us. These are some of them:
- Hazardous materials
- Some large things
- Some items for business and group sales
- When someone first sent the items, they sent them outside of the United States and its territories. Find out more about returns from other countries.
How do I get these things back? You can bring back any of the above items to any of our stores for free.You can also work directly with a carrier to meet any shipping requirements for a mail-in return.
There may be extra rules for materials that are dangerous.
For help with Corporate and Group Sales returns, call us at 1-800-258-4567. If you have any other questions about returns, please call us at 1-800-426-4840.
How do I get these things back? You can bring back any of the above items to any of our stores for free. You can also work directly with a carrier to meet any shipping requirements for a mail-in return.
There may be extra rules for materials that are dangerous.
For help with Corporate and Group Sales returns, call us at 1-800-258-4567. If you have any other questions about returns, please call us at 1-800-426-4840.
Re/Supply used gear returns
Only REI Co-op members can use Re/Supply. Our stores allow members to buy and sell used gear, previously known as garage sales, or they can use our Re/Supply website to sell their gear. We always sell used gear from Re/Supply “as-is” when sold at REI stores.
All used items sold on REI’s Re/Supply website are 100% guaranteed to make you happy. Used stuff bought online must be sent back by mail within 30 days of the date of purchase.
Used gear can’t be returned to REI stores or our regular REI Returns Department. To send something back, you’ll need your order number and the last name that goes with it.
This information is in the email you got when you placed your order. For more information, check out the Used Gear FAQ.
If you need assistance, please email REI Used Gear Customer Service.
Refunds and exchanges
Refunds
Refunds vary based on how the item was paid for and where it was bought. Please keep in mind that it could take your bank or payment company up to 5 extra days to process the refund back to your card or account.
Online and phone orders
With the exception of Total REI Rewards, all online and phone orders will be refunded to the same method of payment that was used to pay for them. From the day we get your return, rewards will be refunded by check. This can take up to 3 weeks.
Store purchases
When store purchases are brought back to the store, the original payment method will be refunded.
Merchandise bought in a store and sent back by mail will be refunded by check. We’ll send you an email when the check is ready. Check refunds can take up to three weeks from the day we get your return.
Rewards
After a Co-op Member Reward and/or REI Co-op Mastercard Reward (called “Total REI Rewards” when added together) is used to pay for something, it can’t be put back into your membership account.
Instead, when you return an item, we’ll give you back the full amount of Total REI Rewards you used.
For in-store returns, the cash refund will be made for the part of the purchase that was paid for with Total REI Rewards. Cash and/or Total REI Rewards purchases of $500 or more will be refunded by check.
When a return is sent in by mail, the part of the purchase that was paid for with Total REI Rewards will be refunded by check. We’ll send you an email when the check is ready. Check refunds can take up to three weeks from the day we get your return.
PayPal
All online orders using PayPal will be refunded to the original PayPal account.
Apple Pay
All refunds for online orders paid for with Apple Pay will be made to the credit card linked to the Apple Pay account.
Exchanges
In-store exchanges
You can exchange your item at any REI store by going to the customer service desk. A worker at REI can help you order a replacement item online if you need to.
Mail-in exchanges
We aren’t able to do direct mail exchanges, which is too bad. You have to return the item you want to replace and then buy a new one in a separate transaction. This can be done online or by phone. Get details below.
Order a replacement online
- Place an online order for a replacement item.
- Follow the instructions under “Return by Mail” to send back your original item. You will have to pay for the cost of shipping it back.
- Write the order number from the new item you bought and the word “exchange” on the packing slip for your return.
Please note that Standard Shipping costs $5.99 for orders under $50. If you pay this fee as part of an exchange, we’ll give you your money back when we get the item back.
You won’t get your money back for expedited shipping costs unless the item you sent back was broken.
Order a replacement over the phone
- To order a replacement item, call us at 1-800-426-4840. The $5.99 Standard Shipping fee for your replacement item will be covered by one of our employees.
- If you want to buy the same item in a different size or color and the price has changed or a coupon has been used, our agents can honor the price you originally paid.
Total REI Rewards refunds
After a Co-op Member Reward and/or REI Co-op Mastercard Reward (called “Total REI Rewards” when added together) is used to pay for something, it can’t be put back into your membership account.
Instead, when you return an item, we’ll give you back the full amount of Total REI Rewards you used.
For in-store returns, the cash refund will be made for the part of the purchase that was paid for with Total REI Rewards. Cash and/or Total REI Rewards purchases of $500 or more will be refunded by check.
When a return is sent in by mail, the part of the purchase that was paid for with Total REI Rewards will be refunded by check. We’ll send you an email when the check is ready.
Check refunds can take up to three weeks from the day we get your return.
Gift returns
It’s easy to return a gift to any of our stores. Bring your item, its original packaging and tags (if you still have them), and a gift receipt or proof of purchase to the customer service desk at any REI location to return or exchange it.
To send a gift back by mail, follow the instructions for sending a return directly with a carrier and include the following in the package:
- A note requesting a “gift recipient refund,” along with the following information:
- Name of gift recipient to be refunded
- Gift recipient member number (if applicable)
- Gift recipient mailing address
- Gift recipient phone number
- Gift recipient email address
If the contact information for the gift recipient isn’t complete or if a refund for the gift recipient isn’t clearly asked for, the original buyer will be refunded.
- A gift receipt or the original proof of purchase.
Please note that all gifts sent back by mail will be refunded with a check sent to the name and address of the person who got the gift. We’ll send you an email when the check is ready.
Check refunds can take up to three weeks from the day we get your return.
Due to differences in tax rates between where the item was bought and where it was returned, the amount refunded may not be the same as what was originally paid.
FAQs – Rei Return Policy
What proof of purchase do I need to return an item?
For purchases made at one of our retail stores:
To return anything bought in a retail store that isn’t part of a REI Co-op Membership, you’ll need a paper or email store receipt.
If you used your REI Co-op Member number to make a purchase and want to send it back by mail, use our retail purchase return process. On the first screen, leave the information about your purchase blank and enter your member number. This will help us find the information about what you bought when we get your return.
Using your REI Co-op Member number, a customer service worker can help you find information about what you bought if you go back to a retail store.
For purchases made online or by phone, including in-store pickup:
For our online return process to work, you need your order number. Your order number is in your order confirmation email, on your packing slip, or in the section of your REI.com account called “Purchase History” called “Purchase number.”
If you bought something online and want to return it to a store, a customer service rep can help you find your order information.
Need further assistance locating your proof of purchase?
We can help you find your proof of purchase if you can’t find it. If you ordered something online or made a purchase using your REI Co-op Member number, please contact us:
Call: 1-800-426-4840
How can I return an oversize item?
All items that are too big to fit in a mailbox can be returned for free to one of our retail stores.
You can use our online return process to return certain large items, but please note that there is a fee of $21.95 per large item. Additionally, if you return a package that weighs more than 32 lbs., the shipping costs will be determined by its weight and will be deducted from your refund, along with any standard or oversize return shipping costs.
Items that are too big to fit in a mailbox can be sent back by mail using our online return process for a fee of $21.95 per item.
- Bicycle trainers
- Single joggers/strollers
- Skis and snowboards
The following categories of oversize items CANNOT be returned by mail via our online return process:
- Kayaks and canoes
- Car-top boxes and roof-top tents
- Bikes
- Double joggers/strollers
For these and any oversize items, you can also work directly with a carrier to return by mail.
How can I mail back items from multiple orders in a single box?
When returning items from several orders, please follow these additional steps (below our standard mail-in return instructions):
Using our online return site, you can make shipping labels and packing slips for each order that has items you want to send back.
The easiest way to get there is to go straight from your Purchase History to the orders you’ve made. You can also enter your purchase information here by hand, whether you bought something online or in a store.
Put ONE of the labels on the outside of the box. Put the rest of the shipping labels and packing slips in the box with the things you’re sending back.
By possessing these documents, our team can expedite the processing of your return with accuracy. Rest assured, you will only incur a fee of $5.99 for the return shipping of a single label
Make sure your package doesn’t weigh more than 32 pounds. If the package exceeds 32 pounds in weight, we will deduct an oversize shipping fee of $21.95 from your refund instead of the regular $5.99 fee.
How do I know if my return item(s) contain hazardous materials?
We cannot accept the return of the following items through our online return process, as they are classified as hazardous materials for shipping purposes:
- Flammable liquids
- Used liquid fuel stoves
- Loose or uninstalled batteries (even if still in packaging)
- Adhesives
- Solid fuels
- Used or charged CO2 cartridges
- Aerosols
- Bug repellent
- Matches
Please note that you can return headlamps, GPS units, and watches that already have batteries in them through our online return process as long as there are no more than two batteries per package.
How do I return item(s) containing hazardous materials?
If you need to return something that contains dangerous materials, you can do so for free at any of our retail stores. You could also work directly with a carrier to meet any shipping requirements for sending it back by mail.
Shipping should only be set up through a professional shipper, who should know everything about the item being sent back to make sure it is handled and labeled correctly.
When shipping something, it may require specific labeling or handling procedures due to its classification as a Hazardous Material.
How do I work directly with a carrier to ship a return?
Please note that you have to pay for the shipping costs to send the item back.
- Securely pack the item and include the original tags and packaging, if you have them. (Hint: If you cover up all the shipping labels on the bag or box your order came in, you can use it again.)
- Include proof of purchase (like an invoice or store receipt), your name, address, email, phone number, REI Co-op Member number (if applicable), and a short explanation of why you’re returning the item. If you can’t find your proof of purchase, look at the FAQs above to find out how to get in touch with us.
- If you are returning a gift, please include the information listed in the Gift returns section about the person who got the gift.
- Include an address for the package to be sent back to. Send the package to:
REI RETURNS DEPARTMENT
1700 45TH ST E
SUMNER, WA 98352 - Send your package with a company that can track it and cover it with insurance. REI isn’t responsible for items that get lost or broken while being shipped.
Can I do a return via Curbside Pickup?
We’re sorry, but we can’t take curbside returns. See Return to a store for more information on how to return something in a store.
How do I complete an international return?
International orders (those that were bought and shipped outside of the U.S. and Canada) can’t be sent back using our normal mail-in returns process.
There are two options for international returns:
If you are now in the U.S., you can return items from your international order to any REI store.
If you need to send back an international order by mail, you should work directly with a carrier. Here are the steps to take. Please note that you have to pay for the shipping costs to send the item back.
Instructions for mail-in international returns
- Securely pack the item and include the original tags and packaging, if you have them. (Hint: If you cover up all the shipping labels on the bag or box your order came in, you can use it again.)
- Include proof of purchase (an invoice or store receipt), your name, address, email, phone number, and, if you have one, your member number, as well as a short explanation of why you’re returning the item.
- Include an address for the package to be sent back to. Send the package to:
- REI RETURNS DEPARTMENT
1700 45TH ST E
SUMNER, WA 98352 - Send your package with a company that can track it and cover it with insurance. REI isn’t responsible for items that get lost or broken while being shipped.
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