Skip to main content

What can I do if a product breaks when taking it home or during assembly?

If your product breaks while transporting it to your home or during assembly, you may be able to claim the one-time ‘Just-in-case protection’ to get the product replaced for free, provided you used your IKEA Family membership while purchasing the product. If the membership wasn’t used, the protection unfortunately doesn’t apply, but you can still explore paid repair or replacement options.

If your IKEA product accidentally breaks while taking it home or during assembly, your next steps will depend on whether you used your IKEA Family membership during your purchase.  

IKEA Family membership was used during purchase

‘Just-in-case protection’ is an IKEA Family benefit. It covers if something accidentally breaks during transport or assembly within 14 days of the purchase date. So, if you used your IKEA Family membership when you purchased your item, you can take advantage of this free benefit – and get a free exchange in-store. To check if you used your card at time of purchase, you can log into your IKEA Family account and check your 'Purchase history'. There, you will also be able to find your receipt. 
Keep in mind that this is a one-time only benefit. You will have the following options when taking advantage of the benefit:  
  • Contact IKEA Customer Service online. Type 'I want to talk to a human' in the chat or call (02) 9010 0264 to reach out to a co-worker online. Please ensure that you have your order number/order confirmation or receipt at hand. A co-worker will then be able to arrange an exchange of the item in-store.
  • Visit your nearest IKEA store. At the store, go to one of the Customer Service desks, usually located close to the entrance/exit of the store. Bring the damaged product, your IKEA Family membership and the receipt for verification. A co-worker will then be able to arrange an exchange of the item. 

IKEA Family membership was not used during purchase

'Just-in-case protection’ is only an IKEA Family benefit, and it only covers purchases where this membership was used. If you’re not a member yet or didn’t use your membership, you will not be able to make a claim at this time. However, you can still contact IKEA Customer Services online or in-store to check if a spare part is available or if the product can be replaced at a cost.
IKEA Family is free to join and can help save you time, money and fuss with convenience features, rewards and instant benefits.
 

What particular parts of our articles do you find unsatisfactory or unhelpful?

The text is confusing to understand

The text is not relevant to my question

The text is relevant but not helpful

The text is too long or too short

Thank you for your feedback!

Was the article not helpful? Try one of the related articles below.