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THE IKEA GROUP APPROACH TO SUSTAINABILITY - How we manage sustainability in our business
THE IKEA GROUP APPROACH TO SUSTAINABILITY
How we manage sustainability in our business
We meet our customers in the stores and through the range IKEA stores offer everything for the home displayed in inspiring room settings. In 2011, 665 million customers visited 287 IKEA Group stores in 26 countries.
The IKEA range comprises some 9,500 home furnishing products. Materials and products are subject to extensive testing, and we work proactively to stay ahead of health and safety standards and regulations. We want customers to confidently and freely choose among all our products, knowing that IKEA is committed to sustainable practices and that they do not have to choose between sustainability, style, function or price.
A generous return policy and strict follow-up routines
IKEA has a generous return policy, and customers have at least 30 days to bring back purchased products for a full refund regardless of the reason for the return. Every return and complaint is systematically documented so that IKEA can analyse reasons for returns and take action throughout the value chain when needed.
Rigorous safety alarm procedures
Any indication of safety problems with IKEA home furnishing and food products immediately prompts measures determined by our safety alarm process to prevent injury and/or health risks.
The process helps us to secure and monitor product safety and safety standard compliance on all IKEA markets and to initiate corrective and preventive action if needed. All IKEA co-workers have a duty to report safety-related incidents or risks involving IKEA products. Our guidelines state that the threshold should be deliberately low for reporting to minimise the risk of missing an indication that something is amiss.
Alarms are directed to a central internal team, which monitors the system continually. In case of severe risk, an immediate sales stop or recall can be set in motion.
Every alarm triggers an investigation, involving all necessary parts of the IKEA organisation as well as suppliers and authorities when needed. Safety alarms also provide important information for product developers and designers in their quest to develop safe and healthy products. Every IKEA store and national Service Office has dedicated resources working with safety alarm procedures, and they receive regular training.
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