It's ok to change your mind!
That's why you have 90 calendar days to return your product if you're not completely satisfied. Return it in its original packaging, which must be in good condition, unopened, unassembled, and unused. Items billed with the verification label and certified warranty must meet these same conditions.
Use your IKEA Family card… and enjoy an extended period of 120 days to return your purchase!
The presentation of the physical or digital invoice is essential for all exchanges and returns. After the first 30 days from the invoicing date, VAT (ITBIS) is non-refundable or creditable for a change of mind.
If you don't love your mattress, exchange it! You can exchange your mattress within 89 nights after trying it.Bring your mattress in good condition to the store with the purchase invoice and choose a different one that better suits your sleeping style. It cannot have stains or signs of dirt.
We're sorry, but we cannot accept returns of crib mattresses, children's mattresses, pillows, and bedding (sheets, duvets, duvet covers, pillowcases, blankets, and pillow protectors) if they are used, without their original packaging, or if the original packaging has been opened.
Items purchased in the clearance and display area are exempt from the return policy and our warranty policy; these apply exclusively to new items purchased in-store. This exception in returns applies to fabrics, plants, and other custom-made products (e.g., countertops of any material, cut-to-size, and pre-altered curtains).
The report or claim of a damaged or broken item is valid within 7 natural days from the date of purchase. If the delivery was through the authorized transport service, Sarton Dominicana S.A.S., they will take care of the collection and shipping costs. If, on the contrary, the item was transported on its own, it must be brought to the main store or nearest IKEA Point for an exchange or return.
The exchange or return of defective items reported within the first 3 months from the purchase date and incorrect shipments will be accepted, with Sarton Dominicana S.A.S. covering the shipping costs to the IKEA store.
- You must contact us through our email csc.sdq@ikea.com.do or by calling (809) 567-4532, providing product details, invoice, and information about the damage. Once we receive the information, we will guide you on how to proceed. The replacement of the item will be done depending on the geographical location within a maximum of 10 business days, provided the item is available. If the item is not available, the refund will be processed as soon as possible, and in any case, within 14 business days of the return.
- Amounts paid for products returned due to any defect, when genuinely existent, will be fully refunded, including transportation costs.
- The refund will always be made through the same payment method used for the purchase. After the first 30 days from the invoicing date, VAT (ITBIS) is non-refundable.
- IKEA will make exceptions regarding returns and corresponding penalties when the aforementioned rules are not followed.
- Credits resulting from invoices paid through financing are non-refundable.
- Credits resulting from exceptions are non-refundable.
- For items with a warranty, please refer to the warranty program section on our website www.ikea.com.do, or you can request information or a copy from Customer Service.
Refund and Invoice Reprint Conditions.
Refunds will be made via credit note or through the same payment method (cash or credit card) used to issue the invoice containing the item(s) subject to return.
Cash refunds exceeding RD$30,000.00 will be made via bank transfer, processed within 5-10 business days following submission, due to interbank arrangements.
Refunds to national credit/debit cards will be processed within 5-10 business days following submission. If, at the time of refund, the credit/debit card has expired, the cardholder must provide a bank account in their name for reimbursement, with the same refund timeframe applicable.
Refunds to international credit/debit cards will be processed within 21 business days following submission, due to interbank arrangements.
Refunds to cards with a different currency consumption will incur an additional commission charge and will be processed at the day's exchange rate. Hence, refunds will be made at the exchange rate applicable on the day of the transaction.
Returns due to exceptions (economic penalty), refunds of invoices (purchases) paid with financing, gift cards, and purchase checks from offers, contests, and promotions are non-refundable.
Refunds are made in person except for credits resulting from returns of purchases made through phone orders/website and transactions with cardnet, namely: (i) When the purchase is made physically in-store or at branches, at the time of initiating the credit/debit card refund process, we will provide a receipt as proof of the transaction for tracking purposes; (ii) When it comes to purchases made through phone orders or website payments, we will send a support request via email.
If funds do not reflect in the corresponding payment methods after the aforementioned timeframes to complete the refund process, we will proceed to send the transaction support from IKEA via email for customer follow-up with their managing bank.
Required Documents: Holder's identification, credit/debit card. For cash refunds with fiscal vouchers, you must show a company-stamped authorization letter.
Invoice Reprint.
Except for online purchases, it is not possible to reprint invoices or issue duplicates thereof after a period of 45 calendar days from the issuance of the invoice. We recommend customers take photos of their invoices, archive, scan, to preserve their contents and prevent loss. Remember that your invoice is essential for warranty and return purposes.
To request a reprint of invoice duplicates, you must complete the duplicate request form physically at the customer service area within a maximum period of 45 calendar days from the invoice issuance, providing the following information: (a) Individual: invoice date, exact amount, last 4 digits of the card terminal, holder's physical identity document, registered mobile number, or authorization email from the company if it is a fiscal credit invoice; or (b) Legal Entity: invoice date, exact amount, last 4 digits of the card terminal, Taxpayer's Registry Number (RNC), authorization letter or email from the company if it is a fiscal credit invoice. In both cases, the required information is for traceability purposes in the system. If the aforementioned information is not available or the request is made outside the indicated timeframe, it will be impossible for us to process a duplicate invoice.
Correction of fiscal receipts and information on the invoice will always be made within the natural month of purchase; outside of this period, we will be unable to make modifications or corrections.
Abandoned and lost products
If, after thirty (30) calendar days from IKEA's possession, there is any invoiced item that has been abandoned or lost and remains unclaimed, IKEA may dispose of them.
Personal belongings left in lockers or storage compartments within the establishment, unclaimed within a maximum period of seven (7) calendar days, may be disposed of by IKEA. In the case of perishable food items, IKEA may promptly dispose of them to prevent contamination and pest infestation.
IKEA FOOD
You have up to 15 calendar days to return your product if you are not completely satisfied. Return it in its original packaging, which must be in good condition, without having been opened. Returns of frozen or refrigerated items, opened, or outside of their packaging, are not accepted.
Registered by Pro Consumer under No. 013/2024.
Request a refund
Fill in this form and the customer service department will manage your request