Problem with your purchase?

Before you raise a claim with us

We know sometimes that things can go wrong and that goods or services, can occasionally not be to the standard you were expecting. Often, the best place to try to resolve this is with the retailer directly, they can usually help to replace or fix items, but we understand that sometimes you may need to discuss this further and this is where we can help you.

If you would like to contact us at Ikano, and to help us make enquiries on your behalf, we will need the following information from you:

• The name of the person (at the retailer) you spoke to, the date and what was discussed.
• A copy of your purchase receipt.
• A copy of any emails or letters you have in relation to waiting for a refund.
• Copies of any letters, emails, delivery confirmations and any other relevant information you think we need to see

After we receive your claim

• We'll let you know when we've raised it with the retailer.
• We'll work with you and the retailer to try and resolve the problem within 60 days.
• Where it takes longer, we'll keep you informed of how things are going.
• We'll write to you with the result.

The retailer will often tell us they've sorted the problem with you directly. But before we close the claim, we'll still try to contact you to check you're happy with the outcome.