A Letter to Our Customers,
Since 1912, our mission has been to sell high-quality products that inspire and enable people to
enjoy the outdoors. Our commitment to customer service has earned us your trust and respect,
as has our guarantee, which ensures that we stand behind everything we sell.
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.
Based on these experiences, we have updated our policy. Customers will have one year after
purchasing an item to return it, accompanied by proof of purchase. After one year, we will work
with our customers to reach a fair solution if a product is defective in any way.
This update adds clarity to our policy and will only affect a small percentage of returns. It will
also ensure we can continue to honor one of the best guarantees in retail, with no impact for the
vast majority of our customers. To learn more, please view our full return policy at llbean.com.
L.L.Bean has stood for quality, service, trust, and getting people outdoors ever since my
great-grandfather founded our company over 100 years ago - and that will never change.
Thank you for being a loyal customer and we look forward to continuing to inspire and enable
you to Be an Outsider.
Sincerely,

Shawn O. Gorman
Executive Chairman

An Outdoor Tradition Since 1912