Exchange and Refund Policy

Policy 365

In IKEA you can change your mind!

You have 365 days to return any product bought in our online or physical store within Mexico

If you have changed your mind on your purchase, simply return the undamaged product for a refund (when a warranty is not related), make sure the product is in good conditions (same conditions as when received) to be able to proceed with reimbursement.

Please keep with you the purchase receipt. If you do not have it, please contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx for support.

There are some products that are not included under Policy 365, such as:

Cut fabrics/altered curtains
Live plants
Used linen/towels (duvets, pillows and protectors, bolsters and bolster covers)
Kitchen appliances (refrigerators, microwaves, dishwashers, electronics, etc)
Products from final sale purchased at “Zona de Oportunidades” (also known as “As Is”) at any IKEA Mexico Store: such products will be identified with an special label with text “As Is” or “Zona de Oportunidades”
Food products purchased on the Bistro and/or Swedish Food Market at our IKEA stores.
Customized goods according to your specifications (e.g. custom-made worktops, curtains, etc)
Damaged items resulting from misuse or abuse (any use different than the specified on the Assembly instructions, Advise & Instructions or Manual), normal wear and tear and incorrect self-assembly. Considering damaged as unable to use as it is meant to, broken, cracked, scratched, etc.
Products damaged after leaving the store in good conditions.

Returns directly at the IKEA Mexico Store:

You can return the products at any of our physical stores within Mexico, directly at the Customer Service Area, please bring the product in good conditions (same conditions as when received), your ID, purchase receipt and the same bank card(s) you used for payment (if applicable). It is important that the products are returned disassembled.

Returns with no walk-into the store:

In case you cannot bring the article to any of our physical stores, you can also request a collection of the product directly at your address, contact us at the Customer Contac Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx to arrange the collection. Please bear in mind that in returns related to Policy 365, collection service fee will be applicable to you and will be deducted from the total amount to be reimbursed of the products returned.

Also we ask you to be ready with the product disassembled, if it is not possible, please let us know at the Customer Contact Centre before the arrangement of the collection service of your product so our partner can go and disassemble for you. This disassembled service will have an additional fee, will be applicable to you and will be deducted from the total amount of the products returned. If you don´t have the product ready and disassembled at the moment of the arrangement appointment, our partner cannot pick up the product and the collection service shall be deemed provided.

For more details about collection and disassembled services please refer to our Terms & Conditions applicable.

For the refund and return process of parcel products (as defined in our Terms & Conditions), you need to put them preferably in the original package, prepare them in a box and stick the shipping label provided by the Customer Contact Centre. For home delivery (as defined in our Terms & Conditions) products delivered by truck, there is no need to put them in a box, please inform the Customer Contact Centre if you need packaging material. Our co-workers at the Customer Contact Centre will inform you which service is applicable depending on the dimensions and weight of the product(s) returned.

Damaged goods

Our goal is to provide you the best products, yet accidents can happen. If you receive a damaged product, go directly to the Customer Service Area of any of our IKEA Stores within Mexico with the product on the same conditions as received or contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx within 5 calendar days after receive it, where we will support you with the process.

In these cases, you can opt for a return or, if we have the product in stock in our warehouse, we can send you a new one at no additional cost. (The change must be for the same item purchased).

Damaged products do not include damaged items resulting from misuse or abuse (any use different than the specified on the assembly instructions, advise & instructions or manual), normal wear and tear and incorrect self-assembly. This policy also excludes all items purchased at “Zona de Oportunidades” (also known as “As Is”) at any IKEA Mexico Store: such products will be identified with an special label with text “As Is” or “Zona de Oportunidades”.

Considering damaged as unable to use as it is meant to, broken, cracked, scratched, etc.

Returns directly at the IKEA Mexico Store:

You can return the damage item at any of our IKEA Mexico stores bringing your purchase receipt, the damaged item disassembled and the same bank card(s) you used for payment (if applicable).

Returns with no walk-into the store:

In case you cannot bring the article to any of our physical stores, you can also request a collection of the product directly at your address, contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx to arrange the collection.

For the refund and return process of parcel products (as defined in our Terms & Conditions), you need to put them preferably in the original package, prepare them in a box and stick the shipping label provided by the Customer Contact Centre. For home delivery (as defined in our Terms & Conditions) products delivered by truck, there is no need to put them in a box, please inform the Customer Contact Centre if you need packaging material. Our co-workers at the Customer Contact Centre will inform you which service is applicable depending on the dimensions and weight of the product(s) returned.

In these cases, collection and/ or disassemble service (where necessary) is on us. In cases of damaged products during transportation or assembly services performed by our partners, the disassembled service of the product if needed, will be free of charge for you. For this situations, delivery and/ or assembly service fee (if applicable) could be reimbursed depending on the case.

For exchanges, the new item will be sent to your address once we have received and processed the damaged article in our facilities.

I receive an incomplete order

We want you to have the best shopping experience, however, in case you receive an incomplete order, please contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx, within the first 5 natural days after receive your order so we can support you. Once you contact us, we will perform an investigation and get back to you with a resolution maximum 7 working days after the date you contacted us.

In case the resolution states that the incomplete order was due to IKEA Mexico’s or our Transport Service Provider’s responsibility, IKEA Mexico will reimburse you the amount of the missing item(s) to the same original payment method. If the resolution states a different conclusion or if the notification from the customer is done after the time mentioned before, the reimbursement for the missing item(s) cannot proceed.

Orders purchased at physical store:

If you purchase your order directly at our physical store, once you receive the resolution from IKEA Mexico and in case it is on your favour, please go to the Customer Service Area of one of our stores with your purchase receipt, case number and the same bank card(s) you used for payment (if applicable).

Orders purchased at our website:

If you purchased at our website, our IKEA Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx will inform you the resolution and will support you directly with the reimbursement at the original payment method.

Quality

When it comes to product quality, you can return and receive a refund for any item in case of defects caused by manufacturing or quality failures. If you receive a product with such failures, go directly to the Customer Service Area of any of our IKEA Stores within Mexico or contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx, where we will support you with the process. This includes food products purchased on our Swedish Food Market of our IKEA Stores.

This manufacturing or quality failures do not include damaged items resulting from misuse or abuse (any use different than the specified on the assembly instructions, advise & instructions or manual), normal wear and tear and incorrect self-assembly. This policy also excludes all items purchased at “Zona de Oportunidades” (also known as “As Is”) at any IKEA Mexico Store: such products will be identified with an special label with text “As Is” or “Zona de Oportunidades”. Considering damaged as unable to use as it is meant to, broken, cracked, scratched, etc.

In these cases, review the guarantee policy applicable to your product, for any clarification, please keep your purchase and guarantee receipt. For purchases via ikea.mx, you will receive the guarantees applicable to your products via email once the items leave our warehouse. For purchases made in any of our physical IKEA Mexico stores, the guarantee is delivered at the time of purchase.

Returns directly at the IKEA Mexico Store:

You can return the faulty item at any of our IKEA Mexico stores bringing your purchase receipt, guarantee receipt, the item and the same bank card(s) you used for payment (if applicable).

Returns with no walk-into the store:

In case you cannot bring the article to any of our physical stores, you can also request a collection of the product directly at your address. Please contact the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx to support you with the collection.

Our Customer Contact Centre will ask you to provide photos of the products to schedule the collection of the items, please help us to send the photos maximum 24hrs after we create your support ticket. In some cases, besides the photos, an inspection from our specialized partners can be performed to evaluate the product issue before proceeding with the return and refund process, this appointment will be arranged by our Customer Contact Centre. Once the inspection is made, our specialized partners will issue their technical opinion. If the technical opinion dictates is a damage for misuse, abuse, normal wear and tear, etc, this policy could not be valid and the inspection fee can be charged to you. We will inform you about the inspection fee when applicable, before arranging the inspection visit.

As this is related to our product’s quality, collection and/ or disassemble service (where necessary) fee is on us. In cases of damaged products during transportation or assembly services performed by our partners, delivery and/or assembly service fee (if applicable) will be reimbursed.

For the refund and return process of parcel products (as defined in our Terms & Conditions), you need to put them preferably in the original package, prepare them in a box and stick the shipping label provided by the Customer Contact Centre. For home delivery (as defined in our Terms & Conditions) products delivered by truck, there is no need to put them in a box, please inform the Customer Contact Centre if you need packaging material. Our co-workers at the Customer Contact Centre will inform you which service is applicable depending on the dimensions and weight of the product(s) returned.

General terms

For any return and refund, you need your purchase receipt and to return the applicable product to us so the refund can be made according to the terms and conditions stated in this policy.

Return Process

You can come to the Customer Service Area of any of our physical IKEA stores within Mexico or contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx, where we will support you with your refund and return process.

Returns directly at the IKEA Mexico Store:

You can return the products at any of our physical stores within Mexico, directly at the Customer Service Area, please bring the product, your purchase receipt and the same bank card(s) you used for payment (if applicable). It is important that the products are returned disassembled.

Returns with no walk-into the store:

Our Customer Contact Centre will ask you to provide photos of the products (if applicable) which you must share maximum 24hrs after your support case is created to confirm the collection appointment; besides, they will notify you if there are fees applicable to you, (collection fee or disassemble, etc) these fees will be deducted from the total amount to be reimbursed of the products returned. The appointment for collection will be confirmed as per your request and the Customer Contact Centre will inform the instructions to follow to deliver the product to our partners.

In some cases, besides the photos, an inspection from our specialized partners can be performed to evaluate the product issue before proceeding with the return and refund process, this appointment will be arranged by our Customer Contact Centre. Once the inspection is made, our specialized partners will issue their technical opinion. If the technical opinion dictates is a damage for misuse, abuse, normal wear, etc, this policy could not be valid and the inspection fee can be charged to you. We will inform you about the inspection fee when applicable, before arranging the inspection visit.

Refunds

IKEA Mexico will determine the reimbursement method, refunds can be issued as follows:

Purchases made with a credit/debit card:
- Amount can be reimbursed to the same card(s) with which the purchase was made. In case you paid with more than one bank card, you need to bring all the cards used for payment when requesting your reimbursement at the Customer Service Area.
- IKEA Gift card
- Cash
Purchases made with cash: amount will be reimbursed in cash or IKEA Gift card.
Purchase made with pantry vouchers: amount will be reimbursed in an IKEA Gift Card.
Purchase made with IKEA Gift Card: the amount will be reimbursed in a new IKEA Gift Card.
Purchase made with IKEA Family points: amount will be reimbursed in an IKEA Gift Card.

For Policy 365 please take into consideration that we will reimburse you the amount paid for the products after we receive them physically, they are in good conditions (same conditions as it was sold), please see paragraph below. In this cases, if you purchased a delivery and/or assembly fee, this services will not be reimbursed.

Products can be rejected or deemed not in good conditions when:

(i) When the product, was not used in accordance with the normal or common function and presents extraordinary wear and/or tear or outside the recommended use. In this case the return and refund of the product may not proceed and you may need to cover the applicable costs: such as collection fees, costs resulting from the inspection of the product and if you want the rejected product back, a new delivery service fee, if applicable.

(ii) Where IKEA México warns of misuse of this Exchange and Refund Policy by the customer.

(iii) When the product is a linen or towels with evidence of use. ((all bed linens, duvets, pillows and protectors, bolsters and bolster covers).

For damaged goods or issues with quality: if applicable, please take into consideration that we will reimburse you the amount paid for the products after we receive them physically.

I purchased at the physical store and requested to return the product through collection: Once we received physically the products in our facilities, you need to come to the Customer Service Area of our IKEA stores to reimburse you. In case you paid with more than one bank card, please bring all the cards when visiting us to collect your reimbursement.

I purchased online and requested to return the product through collection: Once we receive physically the products in our facilities, we will process the refund, after that, your issuing bank can take in average 15 working days to made the reimbursement into your account, in any case you will have to confirm with your bank the applicable term for this kind of transactions. This process must be follow by you directly with the issuing bank.

I want to modify or cancel my order

Unfortunately, no amendments can be done to online purchases after the order and services have been paid (or the payment is in progress with your bank) and confirmed, however, you can go to the Customer Service Area at any of our IKEA stores within Mexico or contact us at the IKEA Customer Contact Centre to support you in the best way possible.

Full cancellations can be done before the products are out of our warehouse. In this cases, all fees paid by you for the products and services will be reimbursed. If the order is already out of the warehouse, delivery fee cannot be reimbursed.

Orders purchased at physical store:

If you purchase your order directly at our physical store, to support you in the best possible way, please go to the Customer Service Area of one of our stores with your purchase receipt and the same bank card(s) you used for payment (if applicable) or as last option, you can contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx for support.

Orders purchased at our website: If you purchased at our website, please contact our IKEA Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx for support.

Mattresses

When it comes to mattresses, we offer something special!

It is important to us that you love your new mattress so; we give you 365 calendar days to be sure you are compatible. If you discover that it is too firm or too soft for you, contact us at the Customer Contact Centre via phone at 55 8310-8310 or email: servicioclientesikea@ikano.mx to arrange a collection and we will exchange it to you for another one.

To exchange it you can take it directly to any IKEA Mexico Store or request us to pick it up at your house, please bear in mind that in this case, collection service fee and delivery fee will be applicable to you.

Mattresses returned directly at an IKEA Mexico store:

Once you physically returned the mattress, we will give you an IKEA Gift Card so you can purchase another mattress directly at the store. We suggest you reach out our co-workers at the Mattress Area so you can test all the possibilities we have for you, and you can find the one that suits better to your needs.

Mattresses collected at your house:

If you purchased the mattress directly in any of our IKEA Mexico stores, once we receive physically the product in our facilities, you can go to the Customer Service Area to collect your IKEA Gift Card and purchase your new mattress right away.

In case of online purchases, we can exchange the mattress for another of equal or less price, if stock allows it; In these situations, we will collect the original mattress at your address (with collection cost) and we will send the new one as soon as we receive the return at our facilities (with shipping cost). If the exchange is for a mattress with a higher price, the customer will have to go to the store to pay the difference to ensure the delivery of the new mattress.

This policy is limited to 1 mattress exchange per purchase.

There is no rush. It is important that the mattresses are not found by IKEA to be stained, dirty, marked, broken, cracked, scratched, etc, or damaged as a result from misuse or abuse (any use different than the specified on the Assembly instructions, Advise & Instructions or Manual), normal wear and tear and incorrect self-assembly. Considering damaged as unable to use as it is meant to.

Exceptions:

The IKEA store will not be liable for any injury, loss or damage whatsoever that may be caused as a result of inaccuracy, error or omission from the customer. We reserve the right to assess the condition of the returned products, which may result in a refund or exchange being refused. Also refund or exchange may be refused if we identify that there has been a misuse or abuse of this policy.

Please note that this Exchange and Refund Policy indicated will not apply or will be rejected in the following cases:

(ii) Where IKEA México warns of misuse or abuse of this Exchange and Refund Policy by the customer.

Please also consult the warranty applicable to the purchased product and the applicable Terms and Conditions.

The present policy is applicable to any product being purchased to Ikano Retail México S.A. de C.V.

Last Revised: 12/04/2022

Exchange and Refund Policy

Policy 365

Damaged goods

I receive an incomplete order

Quality

General terms

Return Process

Refunds

I want to modify or cancel my order

Mattresses

Exceptions:

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Guarantees

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