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Returns policy

It is important for us that you enjoy our products. If you are not completely satisfied with your purchase at IKEA, you can return the purchased goods to us within 365 days without giving a reason.

If you want to report a possible claim, please read the Returns policy and fill in the Return form.


Returns policy - for the sale of goods

This is the Returns policy of IKEA Česká republika, s.r.o., with its registered office at Skandinávská 1/131, 155 00 Praha 5 Zličín, tax ID no. 27081052, entered in the Commercial Register kept by the Municipal Court in Prague, Section C, File 94828 (the "vendor"), which regulates the rights of the purchaser due to defective performance in the sale of goods. This Returns policy does not apply to the sale of goods to businesses, if it is clear from the circumstances of concluding the contract that the purchase concerns the business activities of the purchaser.

    1. The rights of the purchaser from defective performance ("claims") must at all times be asserted in accordance with this Returns policy.
    2. This Returns policy is in accordance with Act no. 89/2012 Coll., the Civil Code, and Act no. 634/1992 Coll., on consumer protection, as amended. Matters not regulated by this Returns policy are governed by the relevant statutory regulations.
    3. The vendor shall inform the purchaser of this Returns policy in an appropriate manner.
    4. This Returns policy enters into effect on 1 June 2022 and replaces the previous version of the Returns policy.
    1. The vendor declares that it hands over the goods to the purchaser in accordance with the provisions of Section 2161 of the Civil Code, i.e. that:
      • the goods have properties which the purchaser has agreed with the vendor and, in the absence of an agreement, such properties which the vendor or the manufacturer has described or which are expected by the purchaser with regard to the nature of the goods and on the basis of advertising by the vendor,
      • the goods are fit for the purpose stated by the vendor for their use or for which a thing of this kind is usually used,
      • the goods are an object in the appropriate quantity, measure or weight
      • and the goods are compliant with the requirements of statutory regulations.
    2. If a defect becomes apparent within six months of receipt, the goods shall be deemed to have been defective at the time of receipt.
    3. If the goods do not have the properties specified in Section 2161 of the Civil Code, the purchaser has the right to request the delivery of new goods without defects, unless this is disproportionate due to the nature of the defect. If the defect concerns only a part of the goods, the purchaser can only request the replacement of that part; if this is not possible, they may withdraw from the contract and request a refund of the purchase price in full. However, if this is disproportionate due to the nature of the defect, in particular if the defect can be rectified without undue delay, the purchaser has the right to have the defect remedied free of charge
    4. If the purchaser does not withdraw from the contract or if they do not exercise the right to have new goods delivered without defects, to have its components replaced or to repair it, they may request a reasonable discount from the purchase price. The purchaser has the right to a reasonable discount even if the vendor is unable to deliver new goods without defects, replace its components or repair the goods, as well as if the vendor fails to arrange a remedy within a reasonable period of time or if the arrangement of a remedy would cause significant difficulties for the purchaser.
    1. The liability of the vendor for defects that are a material or non-material breach of contract shall apply to defects in goods within twenty-four months of receipt, for defects for which the liability for quality does not apply upon receipt under Article 2 of this Returns policy.
    2. Defective performance is deemed a material breach of contract if the purchaser would not have entered into the contract if they had foreseen the defective performance on entering into the contract, and in other cases this is defective performance that is not a material breach of contract.
    3. If the defective performance is a material breach of contract, the purchaser has the right to the:
      • delivery of new goods without defects or delivery of missing goods,
      • repair of goods,
      • a reasonable discount from the purchase price,
      • or withdrawal from the contract (with the right to a refund of the purchase price in full).
    4. If the defective performance is a non-material breach of contract, the purchaser has the right to:
      • rectification of the defect, or
      • a reasonable discount from the purchase price.
      If the vendor fails to remedy the defects in time or refuses to remedy the defect, the purchaser may request a discount on the purchase price or withdraw from the contract (with the right to a refund in full of the purchase price).
    5. The purchaser has the right to delivery new defect-free goods, replacement of components, a discount or withdrawal from the contract, irrespective of the nature of the defect, if they are unable to use the item properly due to recurrence of the defect after repair or due to multiple defects.
    1. The purchaser has the right to submit a claim to the vendor in any of its establishments or through the Customer Support Centre (www.ikea.cz/contactus), in which the receipt of a claim is possible with regard to the range of goods sold. The vendor shall ensure the presence on the premises of a co-worker authorised to receive claims during the operating hours.
    2. Claims can also be submitted to the person designated for this purpose in the confirmation of the vendor's obligations from defective performance, issued by the vendor to the purchaser, on the receipt or in the guarantee, if the designated person is closer at the vendor's location or at the purchaser's location.
    3. The purchaser is obliged to prove that they are entitled to file a claim, and in particular to provide evidence of the date of purchase of goods from the vendor, either by submitting a receipt, confirmation of the obligations of the vendor due to defective performance, the guarantee, or by other suitable means.
    4. The purchaser is not entitled to submit a claim for a defect that has already been submitted in the past if a reasonable discount from the purchase price has been granted for it.
    5. Receipt of goods for assessment at an IKEA store. The purchaser sends goods up to the purchase price of 500 Kč to the store by post.
    6. Assessment of appliances - the purchaser contacts the vendor with a request for an external technician to the location of the appliance, where the assessment is performed.
    7. If the claim would cause the consumer considerable inconvenience, in particular because it is not possible to transport the item to the place of the claim in the usual way or the goods are installed or constitute part of the property, the vendor may, in agreement with the purchaser, assess the defect either on-site or by other means. In such a case, the purchaser is obliged to provide the necessary cooperation to the vendor.
    8. The vendor is not liable for defects in the following cases:
      • if the goods are defective at the time of receipt and a lower price has been agreed due to such a defect,
      • for wear and tear of goods caused by their normal use,
      • if the goods are used and the defect corresponds to the degree of use or wear and tear that the goods had when received by the purchaser,
      • it is due to the nature of the goods.
    9. The vendor is not liable for defects caused to the goods by the purchaser (e.g. improper use, storage, improper maintenance, purchaser intervention or mechanical damage) or for defects caused after the transfer of the risk of damage to the goods to the purchaser by external events not caused by the vendor. Liability for defects does not apply to the normal wear and tear of goods or damage to goods (e.g. nicks or scratches caused by impact or accidents). The vendor is not liable for defects in the goods caused by climatic conditions if the goods are not intended for placement outside the interior, nor for defects caused by the placement of goods in a humid environment. The purchaser can find more detailed information in the conditions of liability for defects specified for individual goods.
    10. At the request of the purchaser, the vendor shall confirm to them in writing the extent and duration of the vendor's obligations in the event of defective performance and, if necessary, explain the content, scope, conditions and duration of its liability in the event of defective performance. Unless prevented by the nature of the item, this confirmation may be replaced by a proof of purchase containing the information provided.
    1. The vendor is responsible for defects that occur in the goods within twenty-four months of receipt by the purchaser. During this period the purchaser is obliged to submit a claim to the vendor. For used goods, this period is at least twelve months. Such shortening of the period shall be indicated by the vendor on the receipt or on www.ikea.cz/guarantee.
    2. Liability for defects applies to household use only.
    3. In the case of consumables, the period of shortest durability is indicated, or, in the case of perishable goods, the period during which the goods may be used.
    4. Claims cannot be submitted after the expiration of the deadline for submitting a claim unless agreed otherwise by the vendor and the purchaser. This does not affect the rights under the quality guarantee, if provided by the manufacturer or vendor.
    5. The purchaser shall submit a claim without undue delay after they have had the opportunity to inspect and find out that the goods are defective. The vendor is not liable for increased damage to goods if the purchaser uses the goods despite being aware of the defect. If the purchaser legitimately submits a claim against the vendor, the period for asserting the rights deriving from defective performance or the guarantee period shall not apply in the period during which the purchaser is unable to use the goods for which the claim has been submitted.
    6. The purchaser acknowledges that, in the event of a return of goods as part of the settlement of the claim, a new period for the assertion of rights from defective performance shall not commence. The vendor is liable only for those defects that occur in replaced goods within twenty-four months of the receipt of the original goods by the purchaser.
    7. The time limit for submitting a claim cannot be considered as determining the service life of goods; this differs with regard to the properties of the goods, their maintenance and the correctness and intensity of use, or agreement between the purchaser and vendor.
    1. The vendor is obliged to take decisions on claims immediately, and in complex cases within three working days. This period does not include the time required for a professional assessment of the defect, appropriate to the type of goods.
    2. The vendor is obliged to issue a written confirmation to the purchaser stating the date and location of the claim, the content of the claim (characteristics of the alleged defect), the purchaser's required method of handling the claim, and the means by which the purchaser will be informed.
    3. Claims, including the elimination of defects, must be settled without undue delay, and no later than thirty days from the date of the claim, unless a longer period is agreed by the vendor and the purchaser. The expiration of this period without resolution is considered a material breach of contract
    4. The vendor is obliged to confirm the time and means of handling the claim in writing to the purchaser. Once chosen, the purchaser is not entitled to change the means of handling the claim without the consent of the vendor; this does not apply if the purchaser has requested the repair of a defect which proves to be irreparable.
    5. The purchaser is obliged to receive goods that are the subject of a claim no later than thirty days from the day on which the claim should have been settled. After this time, the vendor is entitled to charge a reasonable storage fee or sell the goods itself on behalf of the purchaser. The vendor must notify the purchaser in advance of this procedure and give them a reasonable additional period to receive the goods.
    1. If the claim is recognised as justified, the purchaser has the right to the reimbursement of reasonable costs associated with the assertion of this right which have to be demonstrably substantiated.
    2. In the event that the vendor rejects the claim as unjustified, the purchaser, or, in the event of agreement with the vendor, both parties, may consult an authorised expert in the field and request an independent expert assessment of the defect.
    3. In the absence of agreement between the purchaser and the vendor, the vendor can consult existing bodies for the out-of-court resolution of consumer disputes, in particular the Czech Trade Inspection Authority www.coi.cz, or the relevant court.
    1. If the vendor has provided a quality guarantee in addition to its statutory obligations, its application is governed by this Returns policy, unless provided otherwise by the confirmation of the vendor's obligations from defective performance (proof of purchase) or the contract.
    2. For some goods, the vendor provides a quality guarantee for a period of three, five, ten or twenty-five years. The guarantee period and guarantee conditions are specified for individual types of goods (see IKEA Guarantees). Guarantees for periods of over twenty-four months exceed statutory requirements and the vendor reserves the right to assess the validity of the guarantee. Guarantees apply to household use only
    1. The vendor offers the purchaser, outside the scope of its legal liability for defects, and without providing a guarantee of quality, the option of returning or exchanging goods which do not show any defects, under the following conditions.
    2. Return or exchange of goods without giving a reason:
      • The purchaser may return unused and undamaged goods, in the original packaging if possible, to the vendor within three hundred and sixty-five days of receipt, and the vendor shall return the purchase price to the purchaser in full in using the same payment method as used for the original payment.
      • The purchaser can also return assembled goods or goods to the vendor in damaged packaging. In these cases, the IKEA store has the right to refuse a refund or pay the customer only part of the original price.
      • The purchaser can return any furniture, even if it has already been assembled, as long as it is not damaged or dirty, and it meets hygiene requirements. If the goods do not meet these requirements, IKEA co-workers have the right to refuse the return, or pay the customer only part of the original price.
      • Exchange and return is possible only with proof of purchase (original or copy) or with an IKEA FAMILY card, provided that this card was presented when the goods were purchased. The purchaser shall then be reimbursed in full using the same payment method as for the original payment.
      • If the conditions set by the vendor are not met, the vendor is entitled, at its discretion, to refuse the return of the goods, to offer the purchaser an exchange of goods only, or a refund of the purchase price via a refund card.
      • The final decision on whether the vendor accepts the returned goods shall be made by the vendor.
    3. 90 nights to try a mattress:
      • The vendor gives the purchaser the opportunity of trying out a mattress in the comfort of their home for ninety nights, i.e. the purchaser can return a purchased mattress to the vendor up to ninety days after its receipt. This offer applies to all mattresses covered by a ten-year guarantee.
      • The purchaser must deliver the returned mattress to the vendor undamaged and without signs of contamination, i.e. the mattress must meet hygiene requirements. The purchaser must present proof of purchase. The purchase price for the mattress shall be returned to the customer using the same payment method as for the original payment or to an IKEA refund card, which is intended for further purchases in the IKEA store.
      • The final decision on whether the vendor accepts the returned goods shall be made by the vendor.
    4. Claims concerning services - The service is provided on the basis of a written order from the purchaser. The vendor's General Terms and Conditions (the "GTC") constitute an integral part of the sale of services to the purchaser. These GTC include information for the purchaser regarding the ordering of services, their price, delivery of a service, damages, and the assertion of the right to compensation, withdrawal fees and closing provisions.
    5. Return of goods purchased online - if the purchaser returns goods purchased online within the statutory period of fourteen days from receipt of the last part of the order and returns the product to the vendor with the proof of purchase, they shall be refunded the full amount for the purchased goods, including all services in the order. The purchaser is then reimbursed in full using the same payment method as for the original payment. If the purchaser returns the purchased goods within fifteen to three hundred and sixty-five days from the date of delivery of the last part of the order, the service exceeds statutory requirements and is subject to the conditions for returning goods without giving a reason within three hundred and sixty-five days.
    6. The vendor reserves the right to restrict the number of pieces when selling goods. This restriction is stated directly for the selected goods at the vendor's premises.