- The document outlines Backcountry.com's refund and exchange policy, explaining that customers can return items for a refund or exchange and that exchanges are preferred to keep money within the company. - It provides steps for processing refunds and exchanges, including issuing a return merchandise authorization (RMA), checking inventory for exchanges, and noting returns and refunds on orders. - It addresses various scenarios like an item returned years later, returning an item not purchased from Backcountry, and rules for seasonal item exchanges. It notes returns will be processed within 5-7 days of receipt and customers pay for return shipping.