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I think the exchange policies are all reasonable. For an online exchange, simply call the online customer service and they'll do the exchange for you for no cost. It saves you the trip to the store and from purchasing it for a different price. The in store policies are very lenient. If you can't return your clothes within 3 MONTHS of purchase, maybe you need to reconsider buying from here. Most stores are 30 days or even 60 days. But I have yet to shop at a store that's 90 days like Old Navy. And if you purchase with a credit/debit card, the cashier will be able to look up your transaction within 45 days (again, pretty lenient). The return will be accepted as long as the internal tags are still attached, the ones on the left side of your clothing. Those tags are pretty scratchy, but unless you're fully confident about not returning it, keep those tags (and all tags) on. Also, in store there is nothing that can be done about washed or worn clothing. For poor quality clothing, you can call Old Navy customer service and they should be able to help you. As for the merchandise certificates by mail, those are because the cashiers don't know what you paid for an item. Therefore, it would be very easy for someone to buy an item on sale then return it for the full everyday price. Policies are in place for a reason. And don't yell at the cashiers, they don't make the rules, nor have the authority to override regulations.