IKEA Revises Return Policy in Australia and New Zealand
IKEA has rolled back its 365-day refund policy, now restricting it to unopened, unused, and resaleable items. (Source: Getty)
Swedish furniture retailer IKEA has made significant changes to its return policy for customers in Australia and New Zealand. The well-known 365-day return window is now limited to items that are unopened, unused, and considered resaleable. As part of this adjustment, the retailer aims to prevent abuse of the previous policy, which allowed customers to use items for nearly a year before returning them.
The modifications were announced recently, with IKEA stating the new approach seeks to provide customers with "greater peace of mind and flexibility." Under the updated policy, opened or assembled products must be returned within a period of 60 days. Such returns will be processed through the ‘Test & Try’ policy, meaning customers will receive store credit instead of a cash refund if they change their minds.
An IKEA representative explained that the changes are intended to keep the returns policy adaptable while ensuring sustainability for the business. “Sixty days allows a fair time period for customers to be able to ‘test and try’ their product in their home,” the spokesperson noted. "These changes help us minimise misuse of the returns policy and allow us to continue offering high-quality, affordable home furnishings to Australians."
This return policy has been a hallmark of IKEA’s offerings since the mid-2010s, contributing to its reputation in the Australian market. The previous policy also gained notoriety, having been the subject of comedic sketches, including a notable segment from The Chaser’s War on Everything, where returned incorrectly assembled furniture was frequently accepted by staff.
Global Variations
IKEA’s return policies differ worldwide; in the United States, the timeframe for returning assembled products was reduced from 365 days to 180 days in 2020. In Canada, customers benefit from a 90-day full refund period.
Feedback regarding the updated policy has been mixed. Some customers have voiced disappointment over the more restrictive rules. One customer lamented, “In my opinion, the returns policy is what made it worth it. A safety blanket if something didn’t work out. How disappointing.” Others highlighted concerns surrounding the packaging requirements, worrying that damaged boxes might prevent returns.
Conversely, others have expressed support for the changes, stating that the previous policy was excessively generous and allowed for potential misuse. A customer remarked, “This policy is way more than fair; I don’t see what people are complaining about.” Some users pointed to schemes in which students would purchase furniture in January and return it before heading home in December, abusing the return policy.
The new return policy took effect on April 9, 2024, marking a fundamental shift in how IKEA manages returns and exchanges in Australia and New Zealand.
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