That is another problem with Backcountry. Even when you buy enough to have the "free shipping", you're penalized for returns and exchanges. Just a bad corporate model all the way around. Real outfitters like REI, Moosejaw and Sierra Trading Post are all better options.

The top of the return/exchange page states full refund on returned products if in new condition and unused. When you call to let them know you're returning product they send you a shipping label & make a note in their system. When you get your refund it's $6.99 less for the label. Technically it's not a full refund because they end up making you pay for the label. When you read further down the page it has another section for return info and that's where it states they will deduct that amount for a label. You just have to read the 2 return information on that page but it's not free returns.