L.L. Bean’s outdoor gear — including its signature Bean Boots prized by campers and hipsters alike — is no longer guaranteed for life.
In a letter to customers Friday morning, the company said it has updated its return policy to give customers one year to return purchases, with a receipt. The previous lifetime guarantee, which enabled customers to return products years — or even decades — after purchase, has long been a selling point for the company.
“Increasingly, a small, but growing number of customers has 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.”‘
L.L. Bean says the policy update will affect only a “small percentage” of returns and pledged to keep its mission of selling “high quality products that inspire and enable people to enjoy the outdoors.” The company says if a product is defective, it will “work with our customers to reach a fair solution” even after a year.
