RETURNS AND CANCELLATION
Returns
You can return new and unused product(s) within 365 days of making your purchase. We will give you a refund by the same method as your original payment for products that are returned with proof of purchase in new and unused condition and, if possible, the packaging. You can return any product, even if you assembled it, as long as it's in re-saleable condition. Unless faulty, we may refuse the return or offer an exchange or gift card only if the returns criteria are not fully met.
We will refund the price you paid for the goods and credit the refund you are due to the credit, debit or gift card that you made payment with. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
For more information about cancellation or return of orders online or via e-mail click here
Cancellation or return of orders made online or via e-mail
Once you have placed your order you can cancel up until 14 days after the delivery date and we will provide a full refund.
How to cancel
If you would like to cancel your order, you just need to let us know that you have decided to cancel. To do this you can call us on 020 3645 0015 with your Order Acknowledgement email to hand. Alternatively you can notify us online here or by post to our Customer Support Centre, Kingston Park, Peterborough, PE2 9ET. You can do this either in writing or by using our cancel my order email form. Please include your order number and clearly specify which product(s) you wish to return.
Returning your items
If you have already received your order, it needs to be returned to IKEA in full and in resalable condition before the refund is made. We also ask that you return the packaging wherever possible. You can arrange collection of cancelled online orders by contacting us . Please have your order number and delivery receipt to hand. We will then arrange for a collection. You can also return product(s) to any UK IKEA store. You will need to take a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the product(s).
For all online purchases returned after 14 days you are responsible for the cost of returning the product(s) unless the product is faulty or not as described, in which case we will refund any reasonable costs you incur in returning it to us. If you are returning your product(s) because they are faulty or incorrect, no collection fee will be charged. We will make any refund due to you as soon as possible and within the following timelines:
• If you have received the product(s) and we have agreed not to collect them from you, 14 days after the day on which we receive the product(s) back from you (or if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us; or
• If you have not received the product(s) or you have received them and we have agreed to collect them from you, 14 days after you inform us of your decision to cancel the contract.
If you decide to return products to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by contacting us or alternatively you can speak to an IKEA Shop Online advisor on 020 3645 0015.
You agree to take reasonable care of the product(s) from the time that they are delivered to you until the time that they are returned.
Collection of items
Collection of the product(s) will only take place from the delivery address to which they were delivered and will be subject to the following:
• You agree to provide IKEA Shop Online with as much detail as possible of relevant features of the delivery address which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;
• You agree to ensure that there is suitable access to the chosen collection location;
• If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the product or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the product in spite of such concern but we will not be liable for any damage caused to your property or to the product as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the product);
• You agree to give our representative all products which are being returned, including all component parts of such products and all related items or accessories (and if possible the original packaging) which are included in the price of the products being returned;
• A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your products;
• If you are not personally available to accept collection of the products you may appoint a representative to do so on your behalf. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.
Your consumer rights
IKEA returns and delivery policies are in addition to and do not affect your legal rights in relation to goods that are faulty or not as described. For more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk
Our liability
We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your purchase is made or your order is accepted.
Despite the limitations in paragraphs above, we do not in any way limit our liability to you for death, personal injury or fraud.
Where you buy as a consumer, these general terms and conditions and the returns policy will not affect your rights under law which cannot be otherwise excluded. For more information contact your local Citizens Advice Bureau
General terms relating to our relationship with you
If you would like more information about IKEA, or want to get in touch with us, please contact us. or you contact customer services on 020 3645 0000.
Your consumer rights
IKEA returns and delivery policies are in addition to and do not affect your legal rights in relation to goods that are faulty or not as described. For more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk.
Our Liability
Our entire liability to you under these general terms and conditions and returns policy shall not exceed the price paid for the goods you have purchased through IKEA Shop Online, provided that we take reasonable care when we deliver the goods to you.
We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your order is accepted.
Despite the limitations in paragraphs above, we do not in any way limit our liability to you for death, personal injury or fraud.
Where you buy as a consumer, these general terms and conditions and the returns policy will not affect your rights under law which cannot be otherwise excluded. For more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk.
Events Beyond Our Reasonable Control
We will not be responsible for any delay or failure to comply with these general terms and conditions or the returns policy if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism or malicious damage to or destruction of our premises, equipment or goods.
Waiver
If you breach these general terms and conditions or the returns policy and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach the general terms and conditions or returns policy.
Invalidity
In the event that one or more of the terms set out in these general terms and conditions or in the returns policy is held to be invalid by a competent authority, the remaining terms shall continue to have effect and you will still be bound by them.
Privacy
Personal information, such as your contact details, that you provide to us during the order process will be kept and used by us in accordance with our Privacy policy.
Disputes
In the event you have a complaint regarding a product or service purchased from IKEA, please contact us at customer.service@ikea.com.
In the unlikely event that our Customer Relations team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously 'The Retail Ombudsman'), which is a certified Alternative Dispute Resolution provider. IKEA is a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.
RetailADR, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP
Email: enquiries@cdrl.org.uk – Web: www.retailadr.org.uk
Tel: 0203 540 8063
Alternatively, if your complaint is regarding products or services purchased from IKEA.com and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at http://ec.europa.eu/consumers/odr/.
Please note that following submission of your complaint on the EU platform, you will be directed to RetailADR. You may therefore refer your complaint directly to them.
Governing Law
This agreement is governed by English law unless you live in Scotland in which case it will be governed by Scots law. Each of us agrees to bring legal actions relating to these general terms and conditions and the returns policy.
