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What can I do if my IKEA product has quality issues?

All IKEA products are carefully tested before being sold. However, if something goes wrong and you notice a quality issue over time, you have an extended guarantee period for several IKEA products in addition to your rights under New Zealand Consumer Law.

Product quality and safety are a top priority for IKEA, and all products are carefully tested before they are sold. IKEA therefore offers extended guarantee periods for many products, in addition to your rights under New Zealand Consumer Law. 
If your IKEA product isn't working as expected or you have noticed a quality issue, start by checking if it’s covered by an extended guarantee listed on the IKEA Guarantees page. If you can’t find your order number or receipt, you might be able to find it in your 'Purchase history' on your IKEA Family account, if this was used at time of purchase. 
Depending on the product and the issue, we recommend visiting the IKEA product support pages, where you will find information regarding common issues and step-by-step guides that may help you resolve the issue on your own. Support materials are available for items like household appliances, SKYTTA sliding doors and many more.  
If you've checked everything and still need help, please reach out to IKEA Customer Service either online or in-store, depending on what's 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 or receipt ready, check that the product is still within guarantee, and prepare photos if the issue relates to product quality. After our co-worker assess the issue, if the claim is accepted we can offer several options for getting help with your faulty product: 
  • Arrange home delivery for replacement item. A co-worker can arrange a home delivery with a replacement product when the item is available for delivery. 
  • Get a refund. Alternatively, if you decide to receive a refund for the faulty item, a co-worker can process this for you too. As long as you have your original proof of purchase, you will receive the refund to the original payment method used to purchase the product. If not, you’ll then receive an IKEA Refund Card. 
Go to an IKEA store 
You can also bring the faulty item, along with your order number/receipt, to your nearest IKEA store. 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. 
After our in-store co-worker assess the issue, if the claim is accepted they can offer several options for getting help with your faulty product: 
  • Replace at the store. A co-worker will be able to replace the faulty item and give it to you to take home, provided 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 a stock check through the chatbot. 
  • Arrange home delivery. If the item isn't 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. 
  • Get a refund. Alternatively, if you decide to receive a refund for the damaged item, a co-worker can process this for you too. As long as you have your original proof of purchase, you will receive the refund to the original payment method used to purchase the product. If not, you’ll then receive an IKEA Refund Card. 
 

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