It's ok to change your mind!

That’s why you have 90 days to return your product if you’re not completely satisfied. Return it in its original packaging, unopened, unassembled and unused.

Use your IKEA Family card… and benefit from 120 days to return your purchase!

It's essential to present the receipt for all exchanges and returns. As of the first 30 days of the billing date, ITBIS is non-refundable and non-creditable for change of opinion.

If you don't love your mattress, change it! You can change your mattress in 89 nights, after you've tried it. Bring your mattress in good condition to the store with the purchase ticket and choose a different one that best suits your sleeping way. You may not have stains or signs of dirt.

We are very sorry, but we cannot accept returns of mattress toppers, children's mattresses, pillows and bedding (sheets, pillows, duvets, duvet covers, pillowcases, etc.) that are used, missing their original packaging or if the original packaging has been opened.

We cannot accept returns of fabrics and other custom-made products (such as, for example, countertops of any material, cut to size) or those purchased at the clearance area or from display.

The report or claim of a damaged or broken item will be valid within the 7 calendar days from the date of purchase. If the delivery was by means of the authorised delivery service, Sarton Dominicana S.A.S., will be responsible for the expenses of collection and delivery.

If instead, the item was delivered on its own account it should be brought to the closer main store or IKEA Point to make the exchange or return.

We'll accept the change or return of the faulty products reported within the first 3 months starting from the date of purchase and incorrect deliveries, being Sarton Dominicana S.A.S., who will take responsability for the delivery expenses, to the IKEA store.

  • You'll have to get in contact with us through our email or calling (809)567-4532 providing the product details, receipt, as well as the damage it suffers. Once the information has been received we'll indicate you how to proceed. The refund will be made as soon as possible and, in any case, within the 14 business days after the return of the goods. The substitution of the item will be carried our, depending on the geographic location, within no more than 10 working days, as long as the item is available.
  • The amounts paid for those products that are returned due to damage or fault, provided such damage is real, will be entirely refunded, including the delivery expenses.
  • The refund will always be carried out in the same payment method that you used to pay for the purchase. The ITBIS will not be refundable as of the first 30 days after the billing date.
    • IKEA will not make exceptions regarding returns and their corresponding penalties, when the norms previously indicated are not fulfilled.
    • The credits resulting from exceptions are non-refundable.
    • Incidence on items with guarantee please see the guarantee program section on our web or request information or written guarantee in Customer Service.

Abandoned and lost products

If IKEA has any abandoned or lost product for thirty (30) days or more, and such product has not been reclaimed, IKEA has the right to dispose of the product.


Returns of frozen or refrigerated items, opened or out of packaging, are not accepted.

Registered by Pro Consumidor under the No.027/2017

Request a refund

Fill in this form and the customer service department will manage your request

Contact information:
Information about the purchase to return:

Refunds will be made via credit note or the same method of payment (cash or credit card) used to issue the invoice containing the returned items(s).

Cash refunds in more than RD$10,000 will be made by bank transfer. They will be made 5-10 working days after submission at the rate of bank arrangements.

Cash refunds for amounts less than RD$10,000 will be made from 2:00pm. Every day.

Refunds made to domestic credit/debit cards will be made within 7-10 working days after submission. In the event that, at the time of refund the credit/debit card has expired, the cardholder must provide a bank account of his/her property for the purposes of place, the same refund period applies.

Refunds made to international credit/debit cards will be made within 21 working days of submission.

Refunds resulting from exceptions (economic penalty), refunds of invoices (purchases) paid with financing, gift cards, and purchase vouchers from offers, contests and promotions are non-refundable.

After 30 days of purchase the ITBIS is not refundable for any exchange or return.

Refunds are made in person except for credits from returns of purchases made by teleorders/website and cardnet transactions, i.e.: When the purchase is made physically in the headquarters or branches, at the time of initiating the process of refunding credit/debit cards, we'll provide proof as management support for tracking purposes. When it comes to purchases made by teleorders or website paid by credit/debit card we'll send application support via email.

If the funds are not reflected in the corresponding means of payment after the aforementioned deadlines to complete the refund process, we'll proceed to email the transaction support from IKEA for customer tracking with your managing bank.

Required documents: Cardholder ID, credit/debit card. For credit refunds with tax receipts, in cash, you must show authorization letter stamped by the company.

Reprinting of invoices.

With the exception of online purchases it isn't possible to reprint invoices or issue duplicates of these. We recommend the customer to take photos of their invoice, archive, scan, to preserve their content and potential loss. Remember that your invoice is essential for warranty and returns purposes.

The correction of tax receipts and information on the invoice will be made within the natural month of purchase, outside this period we won't be able to make modifications without corrections.

Registered by Pro Consumidor under the No.062/2019