IKEA Revamps Return Policy in Australia and New Zealand
IKEA has revised its 365-day refund policy to limit it to unopened, unused, and resaleable products. (Source: Getty)
In a significant shift for consumers, IKEA has modified its famed 365-day return policy for customers in Australia and New Zealand. The Swedish furniture retailer announced the change is aimed at reducing misuse, as the previous policy permitted customers to use items for almost a year before returning them.
Policy Changes
Effective from April 9, the updated return policy states that the generous one-year return window will now only apply to items that are unopened, unused, and in resaleable condition. Any opened or assembled products must be returned within 60 days under IKEA’s new ‘Test & Try’ policy, which offers store credit rather than cash refunds for change of mind returns.
IKEA’s spokesperson emphasised that these modifications aim to provide flexibility and sustainability for the business while also allowing customers a reasonable timeframe to evaluate their purchases. “Sixty days allows a fair time period for customers to ‘test and try’ their product in their home,” the spokesperson indicated.
Background on the Policy
This policy overhaul comes after IKEA’s 365-day return window, which was adopted in the mid-2010s, had been labelled a hallmark of its customer service in Australia. In fact, the policy had even garnered cultural references, such as a 2006 skit from The Chaser’s War on Everything, where an attempt to return poorly assembled furniture demonstrated the lenient nature of the previous return system.
Globally, IKEA employs different return policies. For example, in the United States, the return period for assembled products was reduced to 180 days in 2020, whereas Canada allows customers a 90-day full refund window.
Customer Reactions
Online, customer opinions regarding the policy change are deeply divided. Some express disappointment, citing the previous policy as a vital safety net when making purchases. One frustrated customer stated, "In my opinion, the returns policy is what made it worth it. A safety blanket if something didn’t work out. How disappointing.”
Concerns have also been raised about the requirement to keep items in their original packaging, which could complicate the return process. A customer mentioned, "You run the risk of not being able to return items if the box is in any way damaged," highlighting the potential inconsistency in how staff may interpret the condition of packaging.
Conversely, many customers welcomed the new policy, arguing the previous 365-day period was excessively generous and that it opened doors for abuse. One supporter remarked, “This policy is way more than fair; I don’t see what people are complaining about.”
Some noted that instances of return misuse had been observed, with anecdotes of students purchasing furniture in January only to return items before leaving for the holidays in December as a common practice.
Conclusion
The revised return policy reflects IKEA’s ongoing efforts to balance customer satisfaction with operational sustainability. As customers adjust to the changes, IKEA’s approach may serve as a test case for other retailers evaluating their return practices amid evolving consumer expectations.
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