You can change your mind!
That's why you have 90 days to return your product if you are not completely satisfied. Return it in its original packaging, unopened, unassembled and unused. It must be in good condition, free of stains or signs of soiling.
Use your IKEA Family card… and benefit from 120 days to return your purchase!
A physical or digital invoice is required for all returns and exchanges. After the first 30 days from the invoice date, ITBIS is non-refundable and non-creditable for change of mind.
If you don't love your mattress, exchange it! You have 89 nights to try your mattress from the date of purchase. If you're not happy with your mattress, bring it back to the store with your receipt and choose a different one that better suits the way you sleep. To exchange your mattress, it must be free of damage, stains or signs of dirt.
For mattresses and children's mattresses, the general conditions of the return policy apply, so they are excluded from exchange if their packaging has been opened, has been damaged, has stains or signs of dirt.
The exchange or return of defective items will be accepted within 7 calendar days from the date of delivery, being Sarton Dominicana S.A.S., who will be responsible for shipping costs. If, on the other hand, the item was transported at your own expense, it must be brought to the nearest IKEA store or IKEA Point to be exchanged or returned.
- You should contact us by email at csc.sdq@ikea.com.do or by calling (809)567-4532 with the product information, invoice, as well as the damage. Once we receive the information we will tell you how to proceed.
- The replacement of the item will be done depending on the geographical location, within a period not exceeding 10 working days, provided that the item is available. If the item is not available, the refund will be made within 14 working days of the return.
- The amounts paid for products that are returned because of damage or defect will be refunded in full, including shipping costs.
- The refund will always be made in the same payment method you used to pay for the purchase. ITBIS is not refundable after the first 30 days from the date of invoice.
IKEA FOOD
You have up to 14 calendar days to return your product if you are not completely satisfied. Return it in its original, unopened packaging. Frozen or refrigerated items are excluded from exchange or return.
It is essential to present the physical or digital invoice to make the exchange or return.
Abandoned and lost products
If you have lost an item or personal belongings, please contact the customer service desk, so that we can inform you about how to proceed.
Please note that after thirty (30) calendar days of IKEA having possession of any items that have been abandoned or lost on the premises and not claimed, IKEA may dispose of them.
Likewise, personal belongings or items left in lockers that are not claimed within seven (7) calendar days may be disposed of by IKEA. If it includes perishable food, IKEA will immediately dispose of it and may dispose of it to avoid contamination and pests.
Refund and Invoice Reprint Conditions
Refunds will be made using the same payment method used for the purchase.
Please note that after 30 days from the purchase, the ITBIS is non-refundable for any changes or returns.
Cash refunds exceeding RD$30,000 in the Santo Domingo store, as well as RD$10,000 in the IKEA Bávaro, Santiago, and La Romana stores, will be made via bank transfer within 5-10 business days after submission due to interbank processing.
Refunds made to cards:
• International cards: These will be processed within 21 business days after submission due to interbank processing.
• National cards: These will be processed within 5-10 business days after submission. If the card has expired at the time of the refund, the cardholder must provide a bank account in their name for the refund. The same processing time will apply.
• Foreign currency cards: The bank will charge an additional commission when the transaction is made at the exchange rate of the day. Please note that the refund will be processed at the exchange rate on the day the purchase was made.
Returns due to exceptions (economic penalty), returns of invoices paid with financing, gift cards, and purchase vouchers from offers, contests, and promotions are non-refundable.
IKEA will make exceptions concerning returns and the corresponding penalties when the rules outlined above are not met.
• Credits from invoices paid through financing are non-refundable.
• Credits resulting from exceptions are non-refundable.
Refunds are made in person, except for credits from returns of purchases made by phone orders/website and transactions with Cardnet. This means: (i) When the purchase is made physically at the store or branches, we will provide a receipt as support for the process when initiating the refund to cards, for tracking purposes; (ii) For purchases made by phone order or website, we will send a request confirmation via email.
If the funds are not reflected in the corresponding payment methods after the aforementioned timeframes for completing the refund process, we will send an email with transaction support from IKEA for the customer to follow up with their processing bank.
• Required documents: Identification of the cardholder, credit/debit card. For refunds of credits with tax receipts, in cash, it is essential to provide a letter of authorization stamped by the company.
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.
"Registered with Pro Consumidor under No.1690/2024"
