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Returns Policy - Exceptions during COVID-19

Returns Policy – It’s ok to change your mind, we support you in the safest way!

During these unusual times, the safety of our customers and co-workers are our highest priority. To ensure our customers have a safe shopping experience with IKEA, we have come up with exceptions to the return policy during COVID-19.

We care here at IKEA. As we are in this together, the health of our customers and co-workers is our focus. To ensure the hygiene of the products and to assure our customers buy safe products we have made some exceptions to our RETURNS and EXCHANGE POLICYOur teams have put in place necessary measures to safeguard the customer’s health as well as interest in shopping for IKEA products.

Our customer care team is working around the clock to make returns as safe as possible. We encourage customers to share the pictures of the articles to be returned with our Customer Support team at customercare.india@ikea.com, before visiting the store. Our customer care team will gladly assist in every step to make the returns experience hassle-free.

We have never done this before, but are putting in place to ensure store visit will be of value for the customers, given the current situation. The customer care team will guide the returns process on a case to case basis.

 

Returns Policy - COVID 19 Exceptions:

  • If the invoice is expiring or has expired during the lockdown period, IKEA will consider returns or exchange of the articles once the store resumes operations.
  • Services offered by IKEA India - as delivery, assembly and installation will resume as per government directives.
    • Considering the present COVID situation, please expect a delay in the completion of the installation and assembly services.
    • The completion timelines of 14 Days for installation and assembly services are not valid till further notice.
  • Considering the hygiene factors and the safety of our customers and co-workers, Articles bought from AS-IS is not eligible for returns or exchange.
  • As per our existing returns policy - cut fabric, live plants, food articles, assembled articles, custom made worktops will not be eligible for returns.
  • For returns or exchange of online orders, we insist customers share the pictures of the articles and the proof of purchase (invoice) with our Customer Support Center at customercare.india@ikea.com before the articles are accepted for returns or exchange by our CSC Co-workers and accordingly picked up from the customer’s doorstep.
  • Damaged articles will be replaced with like to like articles.
  • The following items will not be eligible for returns:-
    • Unpacked articles will not be accepted for returns or exchange (articles will be considered for returns or exchange only if it brought back in their original packaging)
    • Fabric-based articles sold without packaging
    • Unwrapped Chopping Boards, Unpackaged/Unwrapped wooden articles
    • Home organization(articles sold without packaging or brought back unpackaged)
    • Returns of discontinued ASIS Articles
    • Children’s IKEA
    • Articles that are found to be dirty, stained, damaged, abused or not in their original packaging.
  • We are temporarily suspending our “Love it or Exchange it” Mattress policy to protect co-workers, customers and the community’s health at large.

In these exceptional times, there could be unforeseen delays but we are here to help, please feel free to write to us in case of any concerns/feedback/suggestions at customercare.india@ikea.com

Please Note:

  • In order for us to give you a full refund we expect that the products are in the original unopened packaging
  • In case we are unable to fulfil the delivery of an online order due to the government directives, IKEA India will inform you regarding the same. In such a situation, you could choose either:
    • IKEA India will extend the date of delivery to monitor the Government directives and will deliver the order once the Government norms are eased.
    • You can place a request to cancel the order by writing to customercare.india@ikea.com. The refunds for orders cancelled will be initiated by IKEA INDIA within 4 days from the time the cancellation request has been placed.
      • In case the customer is not reachable for 72 hours, the order is deemed to cancel.