Thank you for reaching out, although we are sorry to hear it is because you had a negative experience at one of our stores. Our return policy has not changed and states:

100% satisfaction guaranteed

We stand behind everything we sell. If you're not satisfied with your REI purchase, you can return it for a replacement or refund within one year of purchase — with a few exceptions. 

With one of those exceptions being:

Damaged gear

REI’s Satisfaction Guarantee policy doesn't cover ordinary wear and tear or damage caused by improper use or accidents.

You can read our full Return Policy, including all exceptions, here.

While it can be challenging to determine what is 'ordinary wear and tear', we trust our employees at the store-level to use their best judgement to make a decision about a return. We strive to deliver the best customer service experience possible, however, sometimes we miss the mark. We will pass your feedback regarding your experience along to the Concord store team.

Thank you for being a member and customer of REI.

At REI, we believe time outside is fundamental to a life well lived.