In 1912 Leon Leonwood Bean sold the first 100 pairs of his new hunting boots. Ninety came back because the leather separated. He returned the customers’ money. He later said: “I do not consider a sale complete until goods are worn out and the customer still satisfied.”
The lifetime return policy lasted 106 years. On February 9, 2018, L.L.Bean limited returns to one year, with proof of purchase. Executive Chairman Shawn Gorman wrote that some customers were “expecting refunds for heavily worn products used over many years.” Others asked for refunds on items bought “through third parties, such as at yard sales.”
After the first year, the company will still consider returns of items “defective due to materials or craftsmanship.”