IKEA Return Policy Cut by 83% — 365 Days to 60 Days Move Sparks Customer Backlash

IKEA has made a major change to one of its most customer-friendly policies, and shoppers are already split over the decision. The furniture giant has effectively cut its famous 365-day return window down to just 60 days for opened or assembled items, marking one of the biggest policy shifts in its retail strategy in recent years.

The updated policy now applies across Australia and New Zealand, and while IKEA hasn’t removed its 365-day returns entirely, the fine print has changed significantly. The longer return period will now only apply to items that are unopened, unused and in resaleable condition. For anything that has been opened, built or used, customers must return it within 60 days under the company’s “Test & Try” policy.

There’s another important catch. For change-of-mind returns on opened products, customers will no longer receive a refund to their original payment method. Instead, they will be issued store credit, a shift that has added to the frustration among some loyal buyers.

Why IKEA is tightening its return policy

IKEA says the move is aimed at reducing misuse of its previously generous system. For years, the retailer allowed customers to return furniture up to 365 days after purchase, even if it had been assembled and used. While that flexibility helped build trust, it also opened the door for abuse.

According to the company, some customers were effectively using furniture for months before returning it, treating the policy like a free rental system. IKEA has now stepped in to close that gap, arguing that a 60-day window still gives shoppers enough time to properly test products at home.

“Sixty days allows a fair time period for customers to be able to ‘test and try’ their product,” the company said, adding that the changes are necessary to keep the policy sustainable while continuing to offer affordable products.

This isn’t the first time IKEA has adjusted its returns policy globally. In the United States, the company reduced its return window for assembled items from 365 days to 180 days back in 2020. Canada operates with an even shorter 90-day return period, showing that Australia’s previous policy was among the most generous worldwide.

Still, that generosity had become a defining feature of the IKEA shopping experience in Australia since the mid-2010s. It gave customers confidence to make big purchases without fear of getting stuck with the wrong item.

Customers divided as backlash grows

Unsurprisingly, the reaction has been mixed. Many shoppers say the policy change removes a key reason they chose IKEA in the first place.

Some customers have described the old return policy as a “safety blanket,” especially when buying large furniture items that are difficult to visualise in a home setting. Without that cushion, they say they are now less likely to make impulse purchases or experiment with new designs.

Packaging requirements have also become a concern. Under the updated rules, items must still be in resaleable condition, which has led to worries about what qualifies as acceptable. Some shoppers fear that even minor damage to packaging could lead to a rejected return, depending on store interpretation.

Others argue that the change was inevitable. Supporters of the new policy say the previous system was simply too generous and unfair to the business. They point to reports of people deliberately exploiting the rules, including cases where furniture was bought at the start of the year and returned months later after extended use.

“It’s still more than fair,” one shopper wrote online, while another added that a few people abusing the system had likely forced IKEA’s hand.

The debate highlights a bigger issue for retailers: balancing customer trust with operational costs. While generous return policies attract buyers, they can also lead to significant losses if widely misused.

For everyday shoppers, however, the impact is immediate. A shorter return window means faster decision-making and less flexibility after purchase. It could also change buying habits, especially for higher-value items like wardrobes, sofas or storage systems that often take time to fully assess.

Anyone planning a purchase may now need to be more cautious, double-check measurements, and act quickly if something doesn’t work out. IKEA has published full details of the updated policy on its official website, which customers can review on IKEA Australia’s returns page.

While the company insists the changes are necessary for long-term sustainability, the real test will be how shoppers respond in the months ahead. If confidence drops and customers begin to hold back on purchases, IKEA may feel pressure to adjust again. For now, though, one thing is clear — the era of risk-free, year-long furniture returns is effectively over for most buyers.

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