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IKEA Family Oops Assurance Terms & Conditions

What is Oops Assurance? 


Accidents happen. If your product is accidentally damaged during self-transport or self-assembly within 14 days, we'll replace the damaged part or item at no extra cost with the same article number, subject to these Terms & Conditions.

 

Oops Assurance Policy Conditions: 

  1. Oops Assurance is available exclusively to IKEA Family members whose IKEA product is accidentally damaged during self-transport or self-assembly within the applicable coverage period.
  2. If an IKEA product is damaged during self-transport or self-assembly within the coverage period, IKEA will replace the damaged part or item free of charge with the same article number, subject to availability.
  3. Oops Assurance is valid for:
    1. 14 days from the date of purchase for self-transport purchases; or
    2. 14 days from the date of delivery for delivered orders that are assembled by the customer.
  4. Oops Assurance is available only to IKEA Family members who provided their IKEA Family membership number at the time of purchase, whether online or in-store.
  5. A valid IKEA purchase receipt or sales invoice must be presented when making an Oops Assurance claim.
  6. Claims cannot be processed if the customer is unable to provide the original purchase receipt or sales invoice for online orders.
  7. Oops Assurance is limited to one claim per product purchase. Once a claim has been approved for a product, additional Oops Assurance claims for the same product purchase will not be accepted.
  8. IKEA Family member who made the purchase. Products collected, transported, or handled by third-party transportation services, including but not limited to Lalamove, Grab, or similar providers, are not covered under Oops Assurance.
  9. If a claim is approved, IKEA will determine the appropriate replacement, whether a spare part, hardware component, individual article, or complete product, subject to availability.
  10. For combination products, only the specific damaged item covered by the approved claim will be replaced. Approval of a claim does not automatically qualify the entire product combination for replacement.
  11. Oops Assurance does not provide cash refunds, reimbursements, or monetary compensation for damaged products.
  12. If the same replacement item is unavailable, an IKEA Gift Card equivalent to the product's purchase value may be issued at IKEA's discretion.
  13. Replacement parts or products must be collected from an IKEA store. If a customer requests delivery, IKEA may arrange delivery subject to availability, and the customer will be responsible for any applicable delivery charges.
  14. IKEA Philippines will not reimburse transportation, travel, or related costs incurred by the customer in connection with an Oops Assurance claim.
  15. Oops Assurance does not cover refunds for service fees purchased alongside the product qualified for the claim.
  16. If disassembly is required to facilitate the replacement of a product or component, the customer will be responsible for any applicable call-out, disassembly, or reassembly service fees.
  17. For assistance with an Oops Assurance claim, customers may visit any IKEA PH store or contact IKEAPH Customer Support through IKEA PH Customer Support through WhatsApp.
  18. Oops Assurance is also valid to be claimed by IKEA Philippines co-workers with IKEA Family membership at the time of purchase.
  19. IKEA Philippines reserves the right to verify purchase details and reject claims that do not comply with these Terms and Conditions or are supported by fraudulent, altered, incomplete, or misleading documentation.
  20. IKEA Philippines reserves the right to amend, suspend, or discontinue the Oops Assurance programat any time, subject to applicable laws and regulations.

 

How to Make an Oops Assurance Claim:

 

Step 1: Visit any IKEA Philippines store or contact IKEA PH Customer Support through WhatsApp.

Step 2: Present your original receipt or sales invoice together with the IKEA Family membership number used

Step 3: Our Customer Service co-worker will review and assess your claim.

Step 4: If approved:

  • Replacement parts or products may be collected from an IKEA store; or
  • Delivery may be arranged upon request, subject to availability and applicable delivery charges payable by the customer.

Exclusions:

Oops Assurance does not cover:

  • Cut fabrics or altered curtains.
  • Plants
  • Bulbs and batteries.
  • Used bedding, including bed linens, duvets, pillows, mattress protectors, bolsters, and bolster covers.
  • Electrical products and kitchen appliances.
  • Food products.
  • Products purchased from the Circular Hub / As-Is area.
  • Products made or ordered to customer specifications (e.g., custom-made worktops).
  • Products purchased for commercial resale purposes.
  • Products damaged due to force majeure events, including but not limited to floods, earthquakes, typhoons, fires, and other natural disasters, whether assembled or unassembled.
  • Products damaged by pets.
  • Cosmetic modifications or alterations that do not affect functionality, including painting, staining, or similar customizations.
  • Damage resulting from normal wear and tear, misuse, neglect, improper maintenance, or use contrary to IKEA care and assembly instructions.