Good things are worth maintaining and taking good care of, and ebikes are definitely one of those good things. Whether you ride a commuter ebike, a high-power eMTB, or a cargo/utility model, proper assembly and regular servicing will save money and extend the life of your bike.
With a rich history of solid customer support, REI positions itself as more than just a retailer. However, how do REI’s return policies really stack up?
This guide discusses in detail all you need to know about the REI return policy for ebikes, the perks of assembly and what you can anticipate from REI’s bike shop services.
REI’s Return Policy for Ebikes
Most reputable ebike sellers have return options, although there can be varying terms and conditions for a return to be effected. One of the reasons REI is widely revered in the retail world is its flexible and customer-first approach when it comes to its policies on returns, which include ebikes.
The first thing to note is that REI’s return window depends on membership status.
- Ebikes can be returned within a 90-day window for non-members.
- REI Co-op members enjoy a 356-day window to return ebikes starting from the purchase date.
There’s no restocking fee for new bikes, and returns are generally accepted as long as the bike is in good condition and not damaged from misuse.
However, there are a few important caveats:
- Returns must be made in person. All ebikes must be returned in-store, since they can’t be shipped back due to size, weight, and battery restrictions.
- REI reserves the right to decline a return if a policy misuse is suspected.
For the smoothest process, take your receipt, original ebike accessories, and packaging if available.
Free vs. Paid Assembly Services
One of the perks of buying your ebike from REI is the free assembly from professionals that comes with it. This is an advantage that can’t be rivalled by online retailers.
REI’s trained mechanics have vast years of experience and they utilize their expertise to ensure your ebikes’ motor, battery and drivetrain are correctly tuned to help you have a smooth ride.
You also get to enjoy a 365-day window for free adjustments in addition to the free assembly. This covers brake tuning, shifting and wheel truing. This full year of free adjustments helps keep your ebike running smoothly long after you swipe your card.
REI offers assembly services for ebikes bought elsewhere, but this is treated as a paid service under REI’s bike shop maintenance program. Some REI stores also provide car-rack installation and accessory setup for an additional fee. These options are especially valuable for new riders who want everything fitted safely and professionally.
Ultimately, having your ebike assembled by REI technicians gives you confidence that it’s built to spec, fully tested, and ready for long-term use.
Maintenance Packages & Shop Support
Regular servicing and maintenance help keep your ebike in good condition and ensure you have a smooth riding experience. REI bike shops are positioned to provide efficient ebike maintenance and repair services, catering to issues ranging from tune-ups to brake adjustments, drivetrain cleaning, and more advanced suspension and gear servicing.
Most stores are well-equipped to handle most issues riders could potentially have with their ebikes. However, advanced motor or battery diagnostics may vary depending on the store’s equipment and capabilities.
If your ebike needs specialized motor or battery diagnostics, REI mechanics will guide you to one of their partner repair centers for factory-level support. This approach keeps riders from wasting time or risking damage with unreliable mechanics.
Member Perks and Added Value
REI Co-op members enjoy several key advantages when it comes to bike maintenance:
- 20% off shop services all year
- Free Co-op tube replacements with flat repairs on Co-op bikes
- Access to expert staff and REI’s extensive Expert Advice library
With a nationwide network of bike shops, you’ll find consistent service quality whether you’re at home or traveling. For riders who rely on their ebikes for daily commuting, that network offers peace of mind you won’t find with smaller brands or one-location retailers.
Price Match Policy: What REI Does (and Doesn’t) Do
REI does not price-match competitors, which makes it a bit different from major retail outlets. If a bike is listed cheaper by a retail outlet or a brand-direct site, REI won’t adjust its price. If the price of an item you bought at REI drops at REI itself within 14 days, you can request a price adjustment.
This policy, which also applies to all other products, can make REI seem more expensive than direct-to-customer brands or online retailers that often slash prices to attract customers. However, REI’s outlook on pricing is to focus more on value through service and not to engage in price wars.
If you are aiming for cheaper prices, a direct-to-customer brand or other retail outlets might offer you a better deal. But if you are looking for a brand that offers all-around support, including free professional assembly, a clear return policy, nationwide servicing and maintenance support, REI offers the best deals.
Pros & Cons of After-Purchase Care at REI
After getting your desired electric bike, REI doesn’t leave you stranded without support but looks after your ebike through its nationwide stores and membership perks. Here are some benefits and trade-offs that come with the REI ebike services after purchasing from them.
Pros
- Free assembly and adjustments for ebikes: Ebikes purchased from REI come fully assembled by trained mechanics. Customers also get to enjoy a 365-day free adjustment for their electric bikes.
- Reliable return process: The REI return policy gives members up to a full year to return ebikes, a major advantage over many other retailers.
- Easy access to ebike maintenance service: REI has a nationwide network of bikeshops that you can easily access wherever you are. This makes maintenance easy and accessible.
- Member benefits that add up: Co-op members save 20% on REI bike maintenance, get free tubes with flat repairs, and earn dividends on eligible purchases.
- Professional guidance from experts on care for ebikes: REI’s team of trained technicians can handle all your ebike issues from brake tune-ups to drivetrain inspections.
Cons
- No price matching: REI doesn’t match competitor or brand-direct pricing, so you might find lower sticker prices elsewhere.
- Limited electrical diagnostics: Some REI Bike Shops can’t perform advanced motor or battery repairs; those are usually referred to the manufacturer.
- Narrower ebike range: While REI stocks trusted brands like Co-op Cycles and Tern, it doesn’t carry every trending model or budget brand you’ll find online.
- Return abuse concerns: In late 2024, REI reportedly tightened its return system after a few cases of policy misuse. Some customers have complained about the process being unfair on Reddit. While rare, it shows REI’s focus on keeping the process fair.
Overall, REI’s ebike services balance convenience with quality. For most riders, the peace of mind that comes from knowing your ebike can be serviced, returned, or adjusted by trained experts is well worth the trade-off.
Quick FAQs: REI Ebike Services
- What is REI’s ebike return policy? REI has a flexible return policy that sees members enjoy a 365-day window to return electric bikes. Non-members, on the other hand, have 90 days within which they can return e-bikes. Another REI return policy to note is that returns must be made in-store.
- Does REI price match ebikes? No, REI does not price match other retailers or direct-to-customer brands.
- Does REI offer free ebike assembly? Yes, bikes bought at REI are freely assembled by trained technicians. You also get a full year of complimentary adjustments, including brake and gear tuning. Bikes bought elsewhere can be assembled at REI, but not for free.
- What services do REI Bike Shops provide? REI bike shops provide a wide variety of services ranging from tune-ups and drivetrain repairs to ebike maintenance, wheel truing and flat fixes. Some locations also offer advanced electrical checks and battery diagnostics.
- How often should I maintain my bike? It is recommended that you check that your tires are inflated before every ride, but other components can be inspected after every few rides.
Final Take: Service vs. Price
The question of whether or not REI is worth it for its ebike after-purchase care is subjective. It depends on what you value the most.
If you prioritize a brand that caters to your needs long after you swipe your card, REI offers one of the best deals for its reliable tune-ups and flexible return policy. Its free assembly and one-year adjustments are readily available nationwide, helping riders experience quality support for an extended period. This is very advantageous, especially if you are a first-time rider.
Although REI’s prices might seem higher than online brands, what you get on the long run far supersedes most deals out there. However, if what you want is cheaper options, direct-to-consumer or online retailers might suit you better.