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

If a product breaks during transport home or during assembly, you may be able to claim "Transport and Assembly Assurance" to have the product replaced free of charge. The prerequisite for this is that you used your IKEA Family card when purchasing the product. 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 explore paid 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.

The IKEA Family card was used During purchase  

If you used your IKEA Family card to buy the item, you as a member can use the "Transport and Assembly Assurance" within four weeks of purchase: You will receive the necessary spare parts or replacement free of charge.
Transport and assembly assurance 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 and your statutory warranty claims remain unaffected by this.
To check if you used 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 customer service - 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) for verification. The co-worker will then take care of the necessary spare parts or a replacement of the article.
  • Contact IKEA customer service. Please make sure you have your order confirmation or receipt handy. We will then check whether we can send you a spare part. The complete product can only be replaced in an IKEA store.  

The IKEA Family card was not used during purchase 

The "Transport and Assembly Assurance" is an exclusive benefit for IKEA Family members who use their membership card when making a purchase. If you're not already a member or haven't used your card, you won't be able to make a claim this time. 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 at a cost.
Remember that Joining IKEA Family is free and, in addition to transport and assembly assurance, offers many other great benefits for future purchases.
 

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