IKEA has revised its long-standing returns policy in Australia and New Zealand, significantly reducing the window for returning opened or assembled items from 365 days to 60 days. The change, effective from 9 April 2026, reflects growing pressure on retailers to manage rising logistics costs and limit misuse of flexible return systems.
Under the updated policy, customers returning items due to a change of mind will receive store credit rather than a refund to their original payment method. Unopened and unused products, however, remain eligible for return within the previous 365-day period.
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The retailer stated that the adjustment aims to balance customer flexibility with long-term business sustainability, while still allowing sufficient time for consumers to test products in their homes.
The move marks a notable shift away from one of IKEA's most recognisable customer policies, originally introduced to build trust in its flat-pack furniture model. Industry-wide, generous return schemes have increasingly come under scrutiny, particularly as practices such as "bracketing", purchasing multiple items with the intention of returning some, have become more common.
Rising costs associated with reverse logistics, including transport, inspection and resale or disposal of returned goods, have further accelerated this trend. Data from logistics platform Shippit shows that the proportion of retailers offering free returns has dropped sharply in recent years.
While the revised policy is among IKEA's stricter global approaches, consumer rights remain unchanged for faulty products under existing legislation.
The decision underscores a broader recalibration across the retail sector, as companies seek to balance customer expectations with operational efficiency in a challenging economic environment.
Source: www.brisbanetimes.com.au
