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 card while purchasing the product. If the card 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 swiped or used your IKEA Family membership card during your purchase.
IKEA Family card was used during purchase
If you used your IKEA Family card when you purchased your item, then as a valued member, you can take advantage of the “Just-in-case protection” within 14 days of the date of purchase 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:
- 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 card and the receipt for verification. A co-worker will then be able to arrange an exchange of the item.
- 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 either arrange an exchange of the item in-store.
IKEA Family card was not used during purchase
The “Just-in-case protection” is an exclusive benefit for IKEA Family members who used their membership card during a purchase. If you’re not a member yet or didn’t use your card, you will not be able to make a claim at this time. You can however 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.
Remember that joining IKEA Family is free and gives you access to this and many other great benefits for future purchases.
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