Today’s story starts at Target, of all places. I was returning an Oura Ring, and what should have been a straightforward process turned into a masterclass in miscommunication, inconsistent policies, and the importance of knowing your own systems.

Now, I fully acknowledge that we do a lot of returns in my household. We always operate within the store policies, but returnability is part of our buying decision. And while some might frown on that, I’d argue that the revenue these companies generate from customers like us far outweighs the occasional return.

But back to the Oura Ring.

The Bait-and-Switch Subscription Model

First, let’s talk about why I was returning it. The Oura Ring is a fantastic health tracker—probably one of the most accurate out there. I was even a beta tester for the very first model. But here’s what happened:

• You buy the ring for $400, and it comes with a 30-day trial for their premium membership.
• That membership is required to access detailed analytics—things like sleep cycles, heart rate variability, and activity tracking.
• Once the trial ends, you’re left with three vague numbers: Sleep Score, Readiness Score, and Activity Score. No actual data.
• If you want the real insights, you have to pay $60 per year.
• 
  

I get why they did it from a business standpoint. But stripping away 99% of the data after 30 days—especially for a $400 device—felt downright predatory. So, I decided to return it.

Target’s Return Policy—Or Lack Thereof

I checked Target’s policy:

✅ 30-day return window (I was at day 29).

✅ No box required.

✅ Receipt not needed if purchased with a credit card.

Seemed like a simple process. But then, reality hit.

• First, they claimed the return window was only 10 days. (Nowhere was this written in their policy.)
• Then, I was told they couldn’t look up my purchase—even though I had the exact date, amount, and credit card used.
• Next, they refused the return because I didn’t have the box. (Policy explicitly said the box wasn’t required.)
• When I pushed back, the return period suddenly changed from 10 days to 14 days.
• 
  

At this point, it was clear—no one actually knew the policy.

I eventually solved the problem by logging into my wife’s Target account, where I found the digital receipt. Turns out, my return deadline was actually two days later than I had thought.

The moment I showed them the official Target receipt, the conversation flipped:

🔹 "Oh, you have a receipt? Okay, money’s back on your card. Have a nice day!"

The Bigger Lesson: A Policy Is Useless If No One Knows It

Target isn’t the only place this happens. I see the same thing in businesses, nonprofits, and volunteer organizations all the time:

• Teams enforcing “rules” that don’t actually exist.
• Processes falling apart because employees aren’t trained properly.
• Customers or clients left frustrated because no one has the right information.
• 
  

Here’s the takeaway: If your people don’t know the policy, you don’t have a policy—you have chaos.

And just like at Target, the way you approach a situation often determines the outcome. Had I gone in angry, I guarantee I wouldn’t have walked out with my money back.

So, a question for you: Where in your business or organization is there a process that no one actually follows—or even understands?

Hit reply and let me know—I’d love to hear your thoughts.

Make it an effective day,

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