IKEA customers should be aware of a significant policy update that could affect their shopping experience, following a recent adjustment by the furniture retailer.
The Swedish company has notably shortened the return period for opened or assembled products, reducing it from the former 12-month span to a mere 60 days. This change is part of a larger policy revision across its stores in Australia and New Zealand.
Starting April 9, customers who have a change of heart about their purchases will no longer receive refunds to their original form of payment; instead, they will receive store credit.
This adjustment represents a notable shift in IKEA’s policy, which had previously been a major draw for customers wary of committing to flat-pack furniture.
An IKEA representative explained to the Daily Mail that the policy changes aim to find a middle ground between offering customer flexibility and ensuring business sustainability.
The spokesperson highlighted that the updated “Test & Try” policy provides shoppers with a 60-day period to decide if a product fits their home, allowing returns of opened and assembled items in acceptable condition.
‘These changes help us minimise misuse of the returns policy and allow us to continue offering high quality, affordable home furnishings to Australians.’
Unopened, unused, and resealable products will still be eligible for return within 365 days as long as you have proof of purchase.
IKEA shoppers are being urged to take note of a major change that could impact how they shop, after the furniture giant quietly tightened one of its most popular policies
Why the change now?
Behind the policy shift is a growing pressure facing retailers worldwide – the rising cost of returns.
The process of moving goods from customers back to warehouses, inspecting them and deciding whether they can be resold, repaired, or recycled has become increasingly expensive.
At the same time, generous returns policies have changed the way many people shop.
Across the retail sector, customers have become more comfortable buying multiple versions of the same item – such as different sizes or colours – with the intention of returning what they don’t want.
The practice, known as ‘bracketing’ or ‘wardrobing’, has surged in recent years.
It has also fuelled social media trends, where influencers showcase ‘keep or return’ hauls, ordering large quantities of clothing or products and asking followers to decide what stays and what goes back.
Retail experts say the behaviour is taking a toll.
The Swedish retailer has dramatically reduced the window for returning opened or assembled items, cutting it from a generous 12 months to just 60 days as part of a broader overhaul across Australia and New Zealand
Richard Lim, chief executive of Retail Economics, previously said: ‘Serial returners are quietly eroding retail profitability in ways many retailers are only just beginning to understand.
‘The rise of opportunistic shopping behaviours, where many people intentionally buy large quantities of goods with the intention of returning most of them, is placing an unprecedented strain on retailers.’
Others say the trend reflects broader economic pressures where the rising cost-of-living has forced shoppers to find any advantage they can.
The end of an era
IKEA’s 365-day returns policy, which was introduced in the mid-2010s, was designed to build trust in its flat-pack model, giving customers confidence to try products at home without risk.
But it also opened the door for shoppers to use furniture for extended periods before returning it – sometimes upgrading to newer items.
While the policy helped strengthen IKEA’s brand, it has not been consistent globally.
The company has already scaled back returns windows in markets like the United States and Canada, where stricter limits are now the norm.
With Australia and New Zealand now moving to a 60-day window for opened items, local customers are facing some of the tightest conditions yet.
What it means for shoppers
The change signals a broader shift across retail, where the era of ultra-flexible returns is beginning to wind back.
As costs rise and consumer behaviour evolves, retailers are increasingly focused on tightening policies, improving margins, and reducing waste.
According to the Shippit Commerce Delivery Report 2026, post-purchase experiences – including returns – are becoming a critical pressure point.
‘Acquiring customers is expensive, but even more so when poor post-purchase experiences drive them away,’ said Mareile Osthus, co-founder and CEO of humii.
‘In 2025, post-purchase friction worsened. Slow responses, unclear delivery updates, and clunky returns frustrated shoppers. The opportunity isn’t flashy innovation; it’s fixing the basics.’
For shoppers, it means being more certain before buying – and for retailers, it’s a sign that even the most customer-friendly policies are no longer immune to economic reality.
