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What can I do if my appliance isn’t working as it should?

If you’ve noticed a quality issue with your household appliance or it’s not working as it should, you can report this directly to the manufacturer if the product is still within guarantee. If the appliance is an IKEA product, you can reach out to IKEA Customer Service either online or in-store.

Product quality and safety are a top priority for IKEA, and all products are carefully tested before they are sold. Most appliances sold at IKEA are covered by a 5-year guarantee through the manufacturer, with the exception of appliances in the TILLDERA and LAGAN ranges, that have a 2-year guarantee from the date of purchase. By checking your order confirmation/receipt you can confirm if the product is still within guarantee. You can also log into your IKEA Family account, and navigate to ‘Purchase history’ if you used your IKEA Family membership at time of purchase.   
Depending on the appliance and the issue, we recommend starting with the IKEA product support pages. There, you’ll find troubleshooting guides and videos that explain how to handle common error codes and issues, which may help you resolve the problem on your own.  
If you’ve checked everything and your appliance is still not working properly, the next steps depend on who manufactured the appliance. You can find the manufacturer name, model, and serial number on the rating plate, usually located inside the appliance.  

If your appliance was manufactured by an external vendor  

If the appliance was made by an external manufacturer such as Whirlpool or Faber, kindly contact IKEA customer service for support. Make sure that you have your IKEA order number/receipt, Serial Number and Date Stamp from the product label, usually located inside the appliance, ready before reaching out. If you are unable to locate your proof of purchase, the Serial Number and Date Stamp should be enough to provide the IKEA customer support agent.   

If your appliance was manufactured by IKEA  

If the appliance is an IKEA product, such as TILLREDA, please get in touch with IKEA Customer Service. You can proceed either in-store or online depending on what is most convenient for you:   
  • File a claim online. You can connect with a co-worker online by either typing “I want to talk to a human” in the chat or by calling (+64) 9 802 4864. Please have your order number/receipt ready when reaching out.  
     
    A co-worker will be able to either arrange a home delivery with a replacement product when the item is available for delivery, or if you prefer, you can also get a refund. You will receive the refund to the original payment method used to purchase the product.  
  • Go to an IKEA store. You can also bring the appliance (if possible), along with your order number/receipt to your nearest IKEA store (this does not include Plan & Order Points). Once you’re in the store, proceed directly to one of the Customer Service desks, usually located near the entrance/exit. If there is a safety risk for you to transport the product to the store, leave it at home. 
     
    A store co-worker will either be able to help you replace the appliance and give it to you to take home, providing there is available stock. You can check before going to the store that the product is in stock either on the product page on IKEA.co.nz or by requesting stock check through the chatbot. If the item is not in stock, or you cannot take it home yourself, a co-worker will be able to arrange a home delivery with a replacement product when the item is available for delivery. 
     
    Alternatively, you can also get a refund. You will receive the refund to the original payment method used to purchase the product if you have your original proof of purchase. If not, you’ll receive an IKEA Refund Card. 
 

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