What can I do if a product breaks during my own transport home or assembly?
If a product breaks during transport home or during assembly, you may be able to claim 'IKEA Family Transport and Assembly Safety' to have the product replaced free of charge. The prerequisite for this is that you used your IKEA Family card when you bought it. If the card has not been used or you are not an IKEA Family member, unfortunately the protection does not apply. In this case, you can contact IKEA Customer Service to find out about any replacement options for a fee.
The IKEA Family card was used at the time of purchase
If you used your IKEA Family card to buy the item, you as a member can use the "Transport and Assembly Security" within four weeks of purchase: You will receive the necessary spare parts or replacement free of charge.
Transport and assembly safety does not apply to cut goods (e.g. fabrics and kitchen worktops), green plants and items from the Second Chance Market. Important in this context: your statutory right of withdrawal as well as your statutory claims for defects remain unaffected.
To verify that you were using your card at the time of purchase, Sign in to your IKEA Family account and check your purchase under "Purchase History". There you can find your invoices and receipts.
You can:
- Visit your Nearest IKEA store. In the store, please contact the customer service staff - the customer service desk is usually located near the exit. Bring the damaged product, your IKEA Family membership card and the original proof of purchase (receipt or invoice) with you for inspection. The staff will then take care of any spare parts or replacement of the item.
- Contact IKEA customer service Please make sure you have your order confirmation or receipt handy. We will then check if we can send you a spare part. Replacing the complete product is only possible in an IKEA store.
The IKEA Family card was not used at the time of purchase
Transport and assembly safety is a benefit for IKEA Family members who use their membership card to make a purchase. If you are not yet a member or have not used your card, you will not be able to make a claim. However, you can still contact IKEA customer service online or in store to check if a spare part is available or if the product can be replaced for a fee.
Remember to use a IKEA Family Membership is free of charge and, in addition to transport and assembly safety, offers many other great advantages for future purchases.
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