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What can I do if a product is damaged while I’m transporting it home or assembling it myself?

If your product breaks while transporting it to your home or during assembly, you may be able to claim the one-time “Just-in-case protection” to get the product replaced for free, provided you used your IKEA Family card while purchasing the product. If the card wasn’t used, the protection unfortunately doesn’t apply, but you can still explore paid repair or replacement options.

If your IKEA product accidentally breaks while you are taking it home yourself or during assembly, your next steps will depend on whether you scanned your IKEA Family membership card during your purchase. 

IKEA Family card was used during purchase

If you used your IKEA Family card when you purchased your item, then as a valued member, you can take advantage of the “Just-in-case protection” within 14 days and get a free exchange in-store. To check if you used your card at time of purchase, you can log into your IKEA Family account and check your 'Purchase history'. There, you will also be able to find your receipt. 
Keep in mind that this is a one-time only benefit. You will have the following options when taking advantage of the benefit:  
  • Contact IKEA Customer Service online. Type "I want to talk to a human" in the chat or call (+64) 9 802 4864 to reach out to a co-worker online. Please ensure that you have your order number/order confirmation or receipt at hand. A co-worker will then be able to either arrange an exchange of the item through delivery or issue a refund to an IKEA Refund Card.
  • Visit your nearest IKEA store. At the store, go to one of the Customer Service desks, usually located close to the entrance/exit of the store. Bring the damaged product, your IKEA Family membership card and the receipt for verification. A co-worker will then be able to either arrange an exchange of the item or issue a refund to an IKEA Refund Card.  

IKEA Family card was not used during purchase

The “Just-in-case protection” is an exclusive benefit for IKEA Family members who used their membership card during a purchase. If you’re not a member yet or didn’t use your card, you will not be able to make a claim at this time. You can however still contact IKEA Customer Services online or in-store, to check if a spare part is available or if the product can be replaced at a cost.    
Remember that joining IKEA Family is free and gives you access to this and many other great benefits for future purchases. 

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