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Return Policy

Policy 365

Return policy - IKEA service
Return policy - IKEA service

In IKEA you can change your mind!

You have 365 days to return any product bought at any of our stores within Mexico.

If you have changed your mind on your purchase, simply return the undamaged product for a refund (when a warranty is not applicable) please keep with you the purchase receipt. If you do not have it, please contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx.

There are some products that we cannot refund under Policy 365, such as:

  • Cut fabrics/altered curtains
  • Live plants
  • Used bedding (all bed linens, duvets, pillows and protectors, bolsters and bolster covers)
  • Kitchen appliances (refrigerators, microwaves, dishwashers, electronics, etc)
  • Products from final sale: such products will be identified with such text.
  • Food products
  • Customized goods according to your specifications (e.g. custom-made worktops, curtains, etc)
  • Damaged items resulting from misuse or abuse (any use different than the specified on the Assembly instructions, Advise & Instructions or Manual), normal wear and tear and incorrect self-assembly. Considering damaged as unable to use as it is meant to, broken, cracked, scratched, etc.
  • Products damaged after leaving the store in good conditions.

Please bear in mind that in returns related to Policy 365, collection service fee will be applicable to you and will be deducted from the total amount to be reimbursed of the products returned.

Also we recommend you to be ready with the product disassembled, if it is not possible, please let us know at the Customer Contact Centre before the arrangement of the collection service of your product so our partner can go and disassemble for you. This disassembled service will have an additional fee, will be applicable to you and will be deducted from the total amount of the products returned. If you don´t have the product ready at the moment of the arrangement appointment, our partner cannot pick up the product and the collection service shall be deemed provided.

For more details about collection and disassembled services please refer to our Terms & Conditions.

For the refund and return process of parcel products (as defined in our Terms & Conditions), you need to put them preferably in the original package, prepare them in a box and stick the shipping label provided by the Customer Contact Centre. For home delivery (as defined in our Terms & Conditions) products delivered by truck, there is no need to put them in a box, please inform the Customer Contact Centre if you need packaging material.

Damaged goods

Our goal is to provide you the best products, yet accidents can happen. If you receive a damaged product, contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx within five calendar days after receive it, where we will support you with your refund and return process.

Damaged products do not include damaged items resulting from misuse or abuse (any use different than the specified on the assembly instructions, advise & instructions or manual), normal wear and tear and incorrect self-assembly. Considering damaged as unable to use as it is meant to, broken, cracked, scratched, etc.

For the refund and return process of parcel products (as defined in our Terms & Conditions), you need to put them preferably in the original package, prepare them in a box and stick the shipping label provided by the Customer Contact Centre. For home delivery (as defined in our Terms & Conditions) products delivered by truck, there is no need to put them in a box, please inform the Customer Contact Centre if you need packaging material.

Our Customer Contact Centre will ask you to provide photos of the products. Please keep your purchase receipt so we can process your request.

In this case, collection and/ or disassemble service (where necessary) is on us. In cases of damaged products during transportation or assembly services performed by our partners, delivery and/ or assembly service fee (if applicable) will be reimbursed.

Quality

When it comes to product quality, you can return and receive a refund for any item in case of defects caused by manufacturing or quality failures. If you receive a product with such failures, contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx, where we will support you with your refund and return process.

This manufacturing or quality failures do not include damaged items resulting from misuse or abuse (any use different than the specified on the assembly instructions, advise & instructions or manual), normal wear and tear and incorrect self-assembly. Considering damaged as unable to use as it is meant to, broken, cracked, scratched, etc.

Our Customer Contact Centre will ask you to provide photos of the products. In some cases, besides the photos, an inspection from our specialized partners can be performed to evaluate the product issue before proceeding with the return and refund process, this appointment will be arranged by our Customer Contact Centre. Once the inspection is made, our specialized partners will issue their technical opinion. If the technical opinion dictates is a damage for misuse, abuse, normal wear and tear, etc, this policy could not be valid and the inspection fee can be charged to you. We will inform you about the inspection fee when applicable, before arranging the inspection visit.

Please review the guarantee applicable to your product and keep your purchase receipt so we can process your request.

In this case, collection and/or disassemble service (where necessary) fee is on us. In cases of damaged products during transportation or assembly services performed by our partners, delivery and/or assembly service fee (if applicable) will be reimbursed.

For the refund and return process of parcel products (as defined in our Terms & Conditions), you need to put them preferably in the original package, prepare them in a box and stick the shipping label provided by the Customer Contact Centre. For home delivery (as defined in our Terms & Conditions) products delivered by truck, there is no need to put them in a box, please inform the Customer Contact Centre if you need packaging material.

General terms

For any return and refund, you need your purchase receipt and to return the applicable product to us so the refund can be made according to the terms and conditions stated in this policy.

Return Process

You can contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx, where we will support you with your refund and return process:

Our Customer Contact Centre will ask you to provide photos of the products, they will notify you if there are fees applicable to you, (collection fee or disassemble, etc) this fees will be deducted from the total amount to be reimbursed of the products returned. The appointment for collection will be confirmed as per your request and the Customer Contact Centre will inform the instructions to follow to deliver the product to our partners.

In some cases, besides the photos, an inspection from our specialized partners can be performed to evaluate the product issue before proceeding with the return and refund process, this appointment will be arranged by our Customer Contact Centre. Once the inspection is made, our specialized partners will issue their technical opinion. If the technical opinion dictates is a damage for misuse, abuse, normal wear, etc, this policy could not be valid and the inspection fee can be charged to you. We will inform you about the inspection fee when applicable, before arranging the inspection visit.

Refunds

Refunds will be issued in the original mode of payment:

  • Purchases made with a credit/debit card: amount will be issued to the card with which the purchase was made.
  • Purchases made through convenience stores: amount will be issued through bank reference payment.

For Policy 365 please take into consideration that we will reimburse you the amount paid for the products after we receive them physically, they are in good conditions (same conditions as it was sold), please see paragraph below. Delivery and assembly fees purchased will not be reimbursed.

Products can be rejected or deemed not in good conditions when:

(i) When the product, was not used in accordance with the normal or common function and presents extraordinary wear and/or tear or outside the recommended use. In this case the return and refund of the product may not proceed and you may need to cover the applicable costs: such as collection fees, costs resulting from the inspection of the product and if you want the rejected product back, a new delivery service fee, if applicable.

(ii) Where IKEA México warns of misuse of this Refund´s Policy by the customer.

For damaged goods or issues with quality, please take into consideration that we will reimburse you the amount paid for the products after we receive them physically.

For credit or debit card payment: Once we receive physically the products in our facilities, we will process the refund, after that, your issuing bank can take in average 15 working days to made the reimbursement into your account, in any case you will have to confirm with your bank the applicable term for this kind of transactions. This process must be follow by you directly with the issuing bank.

For payment through convenience store: Once we receive physically the products in our facilities, we will contact you to follow up and provide you the bank reference, which will be needed to collect your reimbursement at the specified bank. It is important that the collection of the reimbursement can only be done by the customer who placed the order with an official ID (original and copy), within the 30 calendar days since we provide you with such bank reference.

Online Orders amendments or cancellations

Unfortunately, no amendments can be done to online purchases after the order and services have been paid (or the payment is in progress with your bank) and confirmed, however, you can contact us to support you in the best way possible.

Full cancellations can be done before the products are out of our warehouse. In this cases, all fees paid by you for the products and services will be reimbursed. If the order is already out of the warehouse, delivery fee cannot be reimbursed.

In any case you should contact us at the Customer’s Contact Centre (Ph: 55 8310-8310, email: servicioclientesikea@ikano.mx) to support you with your amendment or cancellation.

Mattresses

When it comes to mattresses, we offer something special!It is important to us that you love your new mattress so; we give you 365 calendar days to be sure you are compatible. If you discover that it is too firm or too soft for you, contact us at the Customer Contact Centre to arrange a collection and we will exchange it to you for another one. Please bear in mind that in this case, collection service fee and delivery fee will be applicable to you.

This policy is limited to 1 mattress exchange per purchase.

There is no rush. It is important that the mattresses are not found by IKEA to be stained, dirty, marked, broken, cracked, scratched, etc, or damaged as a result from misuse or abuse (any use different than the specified on the Assembly instructions, Advise & Instructions or Manual), normal wear and tear and incorrect self-assembly. Considering damaged as unable to use as it is meant to.

Exceptions:

The IKEA store will not be liable for any injury, loss or damage whatsoever that may be caused as a result of inaccuracy, error or omission from the customer. We reserve the right to assess the condition of the returned products, which may result in a refund or exchange being refused. Also refund or exchange may be refused if we identify that there has been a misuse or abuse of this policy.

Please note that this Refund´s policy indicated will not apply or will be rejected in the following cases:

(i) When the product, was not used in accordance with the normal or common function and presents extraordinary wear and/or tear or outside the recommended use. In this case the return and refund of the product may not proceed and you may need to cover the applicable costs: such as collection fees, costs resulting from the inspection of the product and if you want the rejected product back, a new delivery service fee, if applicable.

(ii) Where IKEA México warns of misuse or abuse of this Refund´s Policy by the customer.

Please also consult the warranty applicable to the purchased product and the applicable Terms and Conditions.

The present policy is applicable to any product being purchased to Ikano Retail México S.A. de C.V.


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