Rivian has decided to discontinue its previously generous vehicle return policy, marking a shift in its customer relations strategy since its inception in September 2021.
Initially aimed at building consumer confidence in its high-priced electric vehicles, the policy allowed customers to return their vehicles for a full refund under specified conditions within a short window post-delivery.
The company recently removed the dedicated support page titled “What is the return policy on a Rivian vehicle,” replacing it with a new page titled “Does Rivian have a vehicle return policy?” where it unequivocally states, “Rivian vehicles do not have a return policy.”
Instead, Rivian is encouraging potential buyers to schedule demo drives and participate in detailed vehicle walkthroughs with company representatives before finalizing their purchases.
This strategic adjustment comes amidst Rivian’s recent operational updates, including consistent deliveries in Q2 despite production setbacks due to a month-long factory shutdown in Normal, Illinois, for facility upgrades.
Additionally, the company has achieved a significant milestone with the Volkswagen Group, which has invested $1 billion to establish a joint venture with Rivian, with potential for up to an additional $4 billion based on performance milestones.
