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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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 the goods for a full refund within 30 days. After this, you are entitled 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.
- 2Contact IKEA customer service. You can do this via their website chat, phone, or by visiting a store. Clearly explain the issue, providing your order details and evidence.
- 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 necessary.
- 4If IKEA initially refuses or offers an unsatisfactory solution, escalate your complaint. Ask to speak to a manager or use IKEA's formal complaints procedure. Keep a record of all communications.
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.
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.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.