Refund from IKEA for Faulty or Missing Items
If you've bought furniture or an item from IKEA that's faulty, damaged, or has missing parts, you have clear consumer rights. Don't let a defective product or an incomplete order leave you out of pocket. You are entitled to a resolution.
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Your rights
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, damaged, or has missing components, it breaches these terms. You have a short-term right to reject faulty goods for a full refund within 30 days. This 30-day period begins after purchase, delivery, and any necessary installation. For missing products, IKEA asks you to report them within 7 days of delivery, and their terms state these will be reordered. For damaged items, IKEA will attempt a replacement. If a replacement is not possible, IKEA's terms state they will refund the full product price and relevant delivery charges. After 30 days, your right shifts to a repair or replacement. If a repair or replacement is unsuccessful or impossible, you can still claim a refund.
Step by step
- 1Gather all your evidence: find your receipt, order confirmation, or bank statement. Take clear photos or videos of the fault, damage, or the packaging showing missing parts. For missing products, report them within 7 days of delivery.
- 2Contact IKEA customer service as soon as possible. You can do this by phone, in a store, or via their website chat. For items damaged within 7 days of delivery, you can also use the 'My purchases' section online. Clearly explain the issue, providing your order details and evidence. Have your receipt, order confirmation, or delivery note ready.
- 3State your desired resolution. Whether it's a full refund, a replacement part, or a new item, be specific. Refer to your rights under the Consumer Rights Act 2015. If a refund is agreed, it must be processed without undue delay and no later than 14 days.
- 4If IKEA initially refuses or offers an unsatisfactory solution, escalate your complaint. Ask to speak to a manager or a co-worker. Keep a record of all communications, including dates, times, and names of people you speak with.
What they'll say, and your comeback
“You're outside our standard return window.”
Comeback, My claim is not about a change of mind return. This item is faulty or incomplete, which means my rights under the Consumer Rights Act 2015 apply, not your general return policy.
“The damage must have occurred during assembly or after delivery.”
Comeback, I can confirm the item was faulty or missing parts upon unpacking/delivery. I have photographic evidence from that time. It's IKEA's responsibility to provide goods fit for purpose.
“You don't have the original packaging anymore.”
Comeback, The Consumer Rights Act 2015 does not require me to return faulty goods in their original packaging to exercise my rights. I have the item itself and proof of purchase.
What actually happens
In practice, most issues with IKEA items are resolved at the first or second point of contact. For missing parts, reporting within IKEA's 7-day window usually leads to a swift reorder. For faulty or damaged goods, contacting customer service as soon as possible, ideally within the first 30 days to assert your short-term right to reject, is important. IKEA often attempts a replacement first, especially for damaged items. If a replacement isn't feasible, or if you insist on a refund within the initial 30 days for a faulty item, they typically process it. Refunds, once agreed, should appear in your account within 14 days. Escalating to a manager or using the 'My purchases' section for recent issues can speed things up. Keeping clear records of communication and evidence is important for a smooth resolution.
FAQ
Can I get a refund without a receipt?
Yes, you can. While a receipt is the easiest proof of purchase, a bank statement showing the transaction, an order confirmation email, or even a loyalty card record can also serve as valid proof under the Consumer Rights Act 2015.
What if IKEA offers a replacement instead of a refund?
Within the first 30 days of purchase for a faulty item, you have the right to a full refund. After 30 days, IKEA can offer a repair or replacement. If the repair or replacement is unsuccessful, or if it's not possible, you can then demand a refund.
What if parts are missing from my IKEA delivery?
IKEA asks you to report missing products within 7 days of delivery. Their terms state that missing products will be reordered for you.
How quickly should I receive my refund?
If IKEA agrees you are entitled to a refund under the Consumer Rights Act, they must process it without undue delay and no later than 14 days after that agreement.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-12.