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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 “Oops assurance” to get the product replaced for free, provided you used your IKEA Family card while purchasing the product.

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 “Oops assurance” within 14 days and get a free replacement or refund. To check if you used your card at time of purchase, you could 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 Digital 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 a Digital Refund card. 
  • Contact IKEA Customer Service online. Type "I want to talk to a human" in the chat or call 18004194532 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 through delivery or issue a refund to an e-voucher. 
 

IKEA Family card was not used during purchase 

This “Oops Assurance” is an exclusive benefit for IKEA Family members who used their membership card during a purchase. However, we understand mishaps can happen. Even if you’re not an IKEA Family member, we’d still like to be generous and help you. If the accidental damage occurs within 14 days of purchase or delivery, and you join IKEA Family now, we’ll replace the part or even the product free of charge. 
Remember that joining IKEA Family is free and gives you many other great benefits and offers for future purchases.

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