IKEA India – B2B Exchange & Returns Policy – Terms and Conditions
Terms and Conditions
IKEA India Private Limited ("IKEA") is committed to creating a better everyday life for the many people, including our business customers. This Exchange & Returns Policy has been developed to provide a simple, transparent and convenient process for eligible Business-to-Business (B2B) purchases made through IKEA India.
The policy applies to eligible B2B purchases made through IKEA India stores, IKEA Small Stores, IKEA website, IKEA App and other authorised IKEA India sales channels.
• Participation in the Exchange & Returns process shall be deemed as acceptance of these Terms and Conditions.
• This policy is applicable only to Business-to-Business (B2B) purchases made through IKEA India and does not apply to consumer (B2C) purchases.
• Customers are required to provide a valid proof of purchase for all exchange and return requests. IKEA reserves the right to decline requests where proof of purchase cannot be verified.
• Exchange and return eligibility shall be determined by IKEA after inspection of the returned product and verification that the applicable policy conditions have been met.
• The applicable exchange or return period shall be calculated from the date of purchase mentioned on the invoice.
• Products returned must be complete with all components, accessories, manuals, fittings and any other items originally supplied with the product.
• Products which are damaged due to misuse, negligence, improper handling, unauthorised modification, alteration, commercial wear beyond normal usage, accidental damage or improper storage shall not be eligible for exchange or return.
• Products that are dirty, stained, unhygienic, incomplete, or missing parts or accessories may be refused at IKEA's sole discretion.
• Furniture Pickup Service is subject to service availability and eligibility verification by IKEA.
• Before Pickup Service is confirmed for furniture returns, customers shall email product photographs, the Return Request Number and proof of purchase to the IKEA Customer Support Centre for review.
• Customers shall ensure that products are packed securely in transport-worthy packaging before collection. IKEA shall not be responsible for damage occurring due to inadequate packaging during return transportation.
• Where applicable, assembled furniture must be dismantled prior to collection unless otherwise instructed by IKEA.
• Pickup Service charges, where applicable, shall be borne by the customer and may vary depending on location and service requirements.
• Refunds shall be processed only after the returned products have been received, inspected and approved by IKEA.
• Unopened products returned in their original packaging shall be refunded to the original payment method in accordance with the applicable policy.
• Refunds for eligible opened products shall be issued through an IKEA Refund Card in accordance with the applicable Exchange & Returns Policy.
• Refund timelines are indicative and may vary depending upon banks, payment service providers or regulatory requirements. IKEA shall not be responsible for delays caused by third-party financial institutions.
• IKEA Refund Cards shall be governed by the applicable IKEA Refund Card Terms and Conditions.
• Mattress exchanges shall be limited to one exchange per eligible mattress within the applicable policy period and shall be subject to all mattress exchange eligibility requirements.
• Products specifically excluded under the Exchange & Returns Policy, including but not limited to food products, plants, custom-made worktops and IKEA Gift Cards, shall not be eligible for exchange or return. • For products reported as damaged after delivery, IKEA may request photographs, supporting documents or arrange a physical inspection before approving the exchange or return request.
• Any promotional discounts, bundled offers, cashback benefits or complimentary products associated with the original purchase may be adjusted by IKEA where applicable upon return or refund.
• IKEA reserves the right to refuse exchange or return requests where fraudulent, excessive, abusive or repeated return activity is identified.
• IKEA shall have the right, at its sole discretion and at any time, to amend, modify, suspend or withdraw this Exchange & Returns Policy, in whole or in part, without prior notice.
• Any disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts at Bengaluru, Karnataka.
Additional Terms & Conditions
• Eligible unopened products may be returned within 365 days from the date of purchase, subject to compliance with the applicable Exchange & Returns Policy.
• Eligible opened or assembled products may be exchanged or returned within 90 days from the date of purchase, subject to the applicable product eligibility criteria.
• Eligible mattresses may be exchanged once within 90 days from the date of purchase, provided the mattress has been used for a minimum period of 30 days and all mattress exchange conditions are fulfilled.
• Exchange and return requests submitted after the applicable policy timelines shall not be eligible for processing, unless otherwise required under applicable law.
• Refunds to the original payment method shall normally be processed from the date IKEA accepts the returned product. Actual credit timelines tentatively is within 14 business days but may vary depending on the customer's bank or payment service provider.
• Where the applicable refund method is an IKEA Refund Card, the Refund Card shall be issued immediately upon successful receipt and acceptance of the returned product at an eligible IKEA store.
• If the returned product does not meet the applicable exchange or return eligibility criteria following inspection, IKEA reserves the right to reject the request and deny return acceptance of the product to the customer, where applicable.
• In cases where additional verification or supporting documents are required, the applicable refund timeline shall commence only after IKEA has received all requested information and approved the return.
Liability
• IKEA does not accept responsibility for any loss, damage or delay arising due to circumstances beyond its reasonable control, including delays caused by third-party logistics providers, payment service providers or financial institutions.
• By requesting an exchange or return under this policy, the customer agrees that no claim relating to any indirect, incidental, consequential or special damages shall be asserted against IKEA, its parent companies, affiliates, directors, officers, employees or agents, except as required under applicable law.
• Nothing contained in these Terms and Conditions shall limit or exclude any statutory rights available under applicable Indian law.