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What can I do if my appliance isn’t working as it should?

If you’ve noticed a quality issue with your IKEA appliance and it’s still within guarantee, you can reach out to IKEA Customer Service either online or in-store for support. If your appliance is out of guarantee, we can still contact the manufacturer with an out-of-guarantee request, however, you will be billed for any work or parts.

Product quality and safety are a top priority for IKEA, and all products are carefully tested before they are sold. Most appliances sold at IKEA are covered by a 5-year guarantee through the manufacturer, with the exception of appliances in the TILLDERA and LAGAN ranges, that have a 2-year guarantee from the date of purchase. By checking your order confirmation/receipt you can confirm if the product is still within guarantee. You can also log into your IKEA Family account, and navigate to ‘Purchase history’ if you used your IKEA Family membership at time of purchase.   
Depending on the appliance and the issue, we recommend checking the appliance manual first. You can find this in the box, or on the product page on IKEA.com.au. There, you’ll find troubleshooting information that explains how to handle common error codes and issues which may help you resolve the problem on your own.  
If you’ve checked everything and your appliance is still not working properly, the next steps depend on who manufactured the appliance. Kindly contact us to verify who the manufacturer is and have your IKEA order number/receipt, serial number and date stamp from the product label, usually located inside the appliance, ready before reaching out to IKEA Customer Support. 

If your appliance was manufactured by an external vendor  

If the appliance was made by an external manufacturer such as Whirlpool or Faber, kindly contact IKEA customer service for support. Make sure that you have your IKEA order number/receipt, Serial Number and Date Stamp from the product label, usually located inside the appliance, ready before reaching out. If you are unable to locate your proof of purchase, the Serial Number and Date Stamp should be enough to provide the IKEA customer support agent.  
  • File a claim online. You can connect with a co-worker online by either typing “I want to talk to a human” in the chat or by calling (02) 9010 0264.
 

If your appliance was manufactured by IKEA  

If the appliance is an IKEA product, such as TILLREDA, please get in touch with IKEA Customer Service. You can proceed either in-store or online depending on what is most convenient for you:   
  • File a claim online. You can connect with a co-worker online by either typing “I want to talk to a human” in the chat or by calling (02) 9010 0264. Please have your order number/receipt ready when reaching out.  
     
    A co-worker will be able to either arrange a home delivery with a replacement product when the item is available for delivery, or if you prefer, you can also get a refund. You will receive the refund to the original payment method used to purchase the product. Keep in mind that if you purchased the items by paying cash in store, then you’ll receive the refund to an IKEA Refund Card.  
  • Go to an IKEA store. You can also bring the appliance (if possible), along with your order number/receipt to your nearest IKEA store (this does not include Plan & Order Points). Once you’re in the store, proceed directly to one of the Customer Service desks, usually located near the entrance/exit. 

    A store co-worker will either be able to help you replace the appliance and give it to you to take home, providing there is available stock. You can check before going to the store that the product is in stock either on the product page on IKEA.com.au or by requesting stock check through the chatbot. If the item is not in stock, or you cannot take it home yourself, a co-worker will be able to arrange a home delivery with a replacement product when the item is available for delivery. 

    Alternatively, you can also get a refund. You will receive the refund to the original payment method used to purchase the product if you have your original proof of purchase. If not, you’ll then receive an IKEA Refund Card. 

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