What: Decathlon Hong Kong offers a unique lifetime returns policy to its loyalty program members, significantly enhancing customer confidence and satisfaction.

Why it is important: This policy stands out in the retail industry by fostering strong customer loyalty and trust, which translates into increased sales and customer retention. The policy's success in Hong Kong suggests that innovative return policies can be effective marketing tools, even if not universally adopted by all markets.

Decathlon Hong Kong's lifetime returns policy, exclusive to its loyalty program members, allows customers to return products indefinitely, provided they are in good condition. This policy has proven effective in building customer trust and loyalty, as evidenced by low rates of abuse and high customer satisfaction. The seamless integration of their returns process with Adyen’s system has minimized errors and fraud, contributing to a notable decrease in return rates from 5% to between 3% and 4%. While this initiative has positively impacted Decathlon Hong Kong's bottom line, there are no immediate plans to implement it in other markets.

Decathlon Hong Kong’s lifetime returns policy: A customer loyalty game changer