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What Happens When Stores Let Customers Return Whatever They Want?


"I'm returning a sweater that I purchased, I think, about 10 years ago," she said.

The sweater had sat in a drawer, unworn, for years, and she was trying her luck with the store's famously lenient return policy.

It turned out to be painless. A few taps on the keyboard, and the saleswoman handed her a gift card worth the full value of the sweater.

L.L. Bean has an astonishingly lenient return policy. The company has taken back a live Christmas wreath that had turned brown and a shirt ripped by a rescue crew after a car accident.

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