Returns & exchanges policy
No-nonsense returns policy
365 days to change your mind
For a full refund, you can return your products within 365 days, even if you have assembled them, as long as they are in an unused and re-saleable condition. Please return them with proof of purchase and, if possible, the packaging. There are no return on goods ordered to your specification (such as custom-made benchtops), or products sold in the AS-IS area if you simply change your mind or make a wrong selection.
IKEA FAMILY product returns for the life of your membership+
If you’re an IKEA FAMILY member, and you swipe your member card at the time of your purchase, our standard 365-day returns policy is extended to the life of your membership. +
Valid for purchases made after 1 September 2015.View IKEA FAMILY terms and conditions
Mattress exchange policy
Love it or Exchange it
You may exchange your mattress or mattress pad once within 365 days of your original purchase if you don’t love it.
How I exchange my mattress if I don't love it?
Take your mattress or mattress pad, in a hygienic condition, with your original receipt to Exchanges & Returns at your local store
Can I upgrade my mattress or mattress pad?
Yes, you just need to pay the difference between your original purchase and your new choice. If your new choice is lower in value, we will credit the difference to an IKEA refund card. Refund cards are not redeemable for cash.
Can I use the home delivery service to do the exchange?
Yes, but both a collection and new delivery charge will be payable by you. Find out more about home delivery
How many times can I exchange my mattress or mattress pad?
The Love it or Exchange it Policy is valid on all new mattresses. Only one exchange may be made under the Love it or Exchange it policy.
Good to know
Exchanges and refunds can be given where goods are faulty (other than any fault that was clearly communicated to you, or which ought to have been revealed by an examination of the product at the time of purchase), wrongly described, different from a sample shown to you, or does not perform the function.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This policy is in addition to and does not affect your statutory rights under the Competition and Consumer Act 2010.
No-nonsense returns policy
Frequently Asked Questions
Can I return my goods?
Yes, of course! You are allowed to return the goods within 365 days for a full refund of the price of the goods, as long as they are unused and can be re-sold.
What are other products included in the section ‘goods ordered to your specification’?
The following products are considered to be custom-made: Custom made benchtop and splashback.
Can I return goods sold in As-Is or Bargain Corner?
Products bought from As-Is or Bargain Corner can only be returned if the incorrect information was displayed on the tag for example, the reason of the damage is incorrect. You cannot, however, return products bought from As-Is if you simply change your mind or make the incorrect selection. Your statutory rights under the Australian Consumer Law still apply.
Can I test and try the products that I’ve bought in store?
Yes, you may test and try your products at home! If you decide to return your products, we would prefer for you to send them back in their original packaging. If you damage the product beyond what is necessary to test the nature, characteristics and functioning of the product, we reserve the right not to refund you the full price of the product because of its decreased value.
How is this different to ‘Love it or exchange it’ for mattresses?
The returns policy also applies to mattresses. The ‘Love it or Exchange it’ is a positive exemption and we still honour this. When it comes to mattresses, you have 365 days to try your new mattress or mattress pad. If you are not happy with the purchase, you can still exchange your mattress or mattress pad once within 365 days from the original purchase date as long as this in hygienic condition.
How do I return my goods?
You can always bring the goods you want to return to any IKEA store within NSW, Qld, Vic or ACT even if you assembled them, as long as they are unused and can be re-sold. Please return them with proof of purchase, the payment card with which you paid for the goods and, if possible, the original packaging.
How will I be refunded?
IKEA will give you a refund by the same method as the original payment.
How much will I be refunded?
We will refund the price you paid for the goods. IKEA has the right 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 test the nature, characteristics and functioning of the goods. If the returns criteria are not met fully, IKEA may refuse the return or offer an IKEA Refund Card.
Can I cancel my order of services?
Each service has a different cancellation process so please speak with Sales co-worker upon booking the needed service. You will have no right to cancel the services performed, if you have given your prior express consent to commencement of the services and acknowledged that you will have no right to cancel theservices that have been performed. We will refund you the charge for the services that have not been performed up to the time of your cancellation.
When does this the new No-nonsense returns policy start?
This is applicable when the 2016 IKEA catalogue will reach customer homes beginning 17 August 2015.