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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 at the time of purchase, the protection unfortunately doesn’t apply.

We understand that accidents happen. If you are an IKEA Family member and your IKEA product is accidentally damaged on the way home or during assembly, you are covered by our 'Just-in-case protection'.

If your IKEA Family card was used during the 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 90 days and get a free replacement product, parts or a refund. You can check if you used your card at the time of purchase by logging into your IKEA Family account and checking your 'Purchase history'. There you will also be able to find your receipt.
Keep in mind that this is a one-time only benefit. There are two ways to start your 'Just in case' protection claim:
  • 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 either arrange an exchange of the item or issue a refund to an e-voucher. 
  • Contact IKEA Customer Service: Type "I want to talk to a human" in the chat or call 01733 520006 to speak to a co-worker. 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 through delivery or issue a refund to an e-voucher. 
 

If your IKEA Family card was not used during the purchase: 

The “Just-in-case protection” is an exclusive benefit for IKEA Family members who use 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.
 
Remember that joining IKEA Family is free and gives you access to Just In Case protection and many other great benefits for future purchases. 
 

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