There is a quality issue with my IKEA product. What should I do?
All IKEA products undergo rigorous testing before they are sold. In the unlikely event that you find a defect within one year from the date of purchase, and there are no issues with the assembly or use of the product, we will exchange it. If you notice a quality issue over time, some IKEA products are covered by a quality guarantee.
The quality and safety of our products are top priorities for IKEA, and all products undergo strict testing before being sold. That is why, in addition to the initial one-year warranty against defects from the date of purchase, IKEA offers quality guarantees on many of its products.
If your product does not work as expected or if you notice a quality issue, first check your order confirmation or receipt to see if it is covered by the initial one-year warranty from the date of purchase or by one of the quality guarantees listed on our IKEA Quality Guarantee page.
Depending on the product and the issue, we recommend visiting our Product Support and Guides page. You may be able to solve the problem yourself with information on common issues, step-by-step guides, and videos. We have support materials and troubleshooting guides for various products, including home appliances, PAX wardrobes, and smart home products like DIRIGERA, SYMFONISK, and the TRÅDFRI gateway.
If you have checked everything and still need assistance, please contact an IKEA co-worker at our Customer Support Centre or in-store at your convenience.
Contacting the Customer Support Centre
Please contact the Customer Support Centre at 050-4560-0494 (open 10:00–18:00).
Please have your order number or receipt ready to confirm that the product is within the quality guarantee period. Also, please have photos ready for any quality issues regarding mattresses. After you contact an IKEA co-worker, if the guarantee conditions are met, we will guide you through one of the following arrangements:
- If you wish to exchange the product via delivery, we will deliver the new product to your home and arrange for the collection of the defective product.
- If you wish to return the defective product, you can also ask a co-worker to process the return. The refund will be issued to the payment method used at the time of purchase.
Visiting a store
You can also bring the defective product and your order number or receipt to your nearest IKEA store (large products with a total of three sides exceeding 160cm are not eligible for return at city stores). After entering the store, please go directly to the Returns counter on the 1st floor. If there is a safety risk in bringing the product to the store, please leave it at home.
There are several options for assistance with a defective product in-store if the guarantee conditions are met:
- If you wish to make an exchange in-store, you can exchange the defective product and take it home with you, subject to availability. Please check the stock status on the IKEA website's product page or with the chatbot before visiting the store.
- If the product is out of stock, or if you prefer home delivery because you cannot take it home yourself, we will arrange for a replacement product to be delivered to your home.
- If you wish to return the defective product, you can also ask a co-worker to process the return. The refund will be issued to the payment method used at the time of purchase.
If you cannot find your order number or receipt, you can check your Purchase History if you used your IKEA Family account at the time of purchase. If you used a delivery or pick-up service, we can identify the purchase from the order number or delivery label. Even if you are not an IKEA Family member or do not have an order number, we will do our best to assist you. Please check the product label on the back or bottom of the product and contact us.
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