LL Bean is tweaking what may have been the most generous return policy in the world.
Calling out a “small, but growing number of customers” who abused the no-questions-asked policy, the outdoor gear and apparel company will limit returns to one year after purchase — and require a receipt, it said in a letter to customers.
“Some view [our guarantee] as a lifetime product replacement program, expecting refunds for heavily worn products used over many years,” wrote executive chairman Shawn Gorman, who is the great-grandson of founder Leon Leonwood Bean.
Gorman said in the letter that “others seek refunds for products that have been purchased through third parties, such as yard sales.”
The change in the longstanding return policy by the Freeport, Maine, company, which has a cult-like following in some places, drew more than 1,000 comments on its Facebook page.