How customers react to retailers making their return policies more strict

Research shows that customers value no-questions-asked return policies and see them as a sign of high-quality service.

In 2018, L.L. Bean ended its century-old “lifetime” return policy, limiting returns to one year after purchase and requiring receipts. The demise of this popular policy sparked backlash, with several customers filing lawsuits.

​ Research shows that customers value no-questions-asked return policies and see them as a sign of high-quality service.

In 2018, L.L. Bean ended its century-old “lifetime” return policy, limiting returns to one year after purchase and requiring receipts. The demise of this popular policy sparked backlash, with several customers filing lawsuits.