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General contracting terms and conditions

Read our General contracting terms and conditions for Luxembourg here

GENERAL CONTRACTING TERMS AND CONDITIONS OF IKEA BELGIUM N.V.

Definitions:

Special terms and conditions - Terms and conditions with regard to a specific subject or Product, which exist alongside and additional to these General Contractual Terms and Conditions

Gift Card - Magnetic card onto which the Customer or another party can load a sum of money to buy Products

Consumer - Any natural person who acts for purposes that fall outside his or her trading, business, artisanal or business activities and who enters into an agreement with IKEA

Service - Any service provided by IKEA and/or its Subcontractors within the scope of the business activity of IKEA or in performance of its object as set down in its articles of association (e.g. assembling furniture, delivering furniture, etc.)

Personalised Goods - Goods that are manufactured on the request of the Customer and to the wishes of the Customer (e.g. custom worktop)

Goods - The physical movable objects that are sold by IKEA (e.g. dinner services, chairs, tables, sofas, kitchenware, etc.)

Cancelling - Cancelling the agreement without giving a reason; the Customer receives a full refund

IKEA - IKEA BELGIUM NV with registered office at Weiveldlaan 19, 1930 Zaventem and KBO/BCE number 0425.258.688; contact: [email protected]; Bank account: BE05 3100 5707 3775 SWIFT: BBRUBEBB

Kitchen Installation - Assembling, installing and/or attaching the components (cabinets, doors, worktops, handles, drawers, legs, skirting boards, cover panels, couplings, standard fittings and any door and drawer dampers), connection of the electrical appliances, tap and sink in accordance with the final kitchen plan provided by IKEA and the agreed utilities; not included: small materials (such as connecting cables, Schell tap, silicone and PVC tubes), breaking out and removing the old kitchen, adapting/mitring furniture, finishing up to the ceiling, finishing a kitchen island, etc.

Customers - Both Consumers and Businesses that enter into an agreement with IKEA

Mobile application - IKEA application for download from the online platforms provided for that purpose (e.g. Google Play and App Store) in Belgium

Subcontractor - Partnership that delivers Services and/or Goods to the Customers on the instruction of IKEA (e.g. transporters, kitchen installers, etc.)

Business - Any natural person or legal entity that pursues an economic object in a sustainable way, as well as its associations, and enters into an Agreement with IKEA

Remote Agreement - Sales agreement entered into between IKEA and the Customer as part of an organised remote sale or service provision system without simultaneous physical presence of IKEA and the Customer and by which, until the moment when the agreement is entered into, use is made solely of one or more remote communication technologies (e.g. Click & Collect on the Website, Mobile Application or ordering by phone)

Force majeure - Any circumstance that is foreign to and independent of the reasonable will of IKEA and the occurrence and consequences it could not reasonably have foreseen; Force Majeure includes but is not limited to:

  • disruptions / interruptions of the Website or Mobile Application, of telecommunication and/or payment services that are foreign to and independent of the reasonable will of IKEA and the occurrence and consequences of which could not reasonably have been foreseen by it;
  • strikes, lockouts or other social conflicts, including conflicts at the Subcontractor and/or telecommunication / postal services;
  • a major amendment to the applicable legislation governing the Products offered for sale;
  • the ceasing of the production of Goods by the manufacturer (if the manufacturer is not IKEA).

Parcel(s) – small Goods with a maximum weight of 30kg.

Parcel Pick-Up Point – one of the (approximately) 2800 Parcel Pick-Up Points of our external partner Bpost. 

Pick-up Point(s) - Places established by IKEA located in Belgium where ordered Goods can be picked up or returned, run by a third party that hands over and/or takes back Products to Customers on behalf of IKEA.

Products - Means both (Personalised) Goods and Services or, where applicable, one of the two

Exchange - Exchanging a Product for another Product in the IKEA range; the Customer receives a Refund Card

Specific Warranty - Additional warranty offered by the manufacturer or IKEA with a scope and duration that differ depending on the Good offered

Refund Card - Magnetic card on which IKEA will load credit as a consequence of the Customer exercising a right to exchange

Total Price - The total price to be paid by the Customer, which includes: the costs of delivery, the value added tax (VAT) and all other taxes

Adult - A natural person aged 18 years or over

WER - Economic Law Code of Belgium

Website - www.ikea.com/be

Store(s) - IKEA store(s) located in Belgium

Introduction, general:

  • These General Contractual Terms and Conditions apply to all agreements entered into with IKEA. By entering into an agreement, the Customer accepts that these General Contractual Terms and Conditions constitute an integral and indissoluble part of this agreement.
  • These General Contractual Terms and Conditions and any Special Terms and Conditions can only be departed from on the basis of an explicit, written acceptance of such by a person who is authorised to represent IKEA. A departure can never be inferred from any lack of response or protest from IKEA.
  • Lastly, information brochures, practical guidelines and other information are also distributed by IKEA. In the event of a discrepancy between such documents and these General Contractual Terms and Conditions, the provisions of these General Contractual Terms and Conditions will always take precedence.

1. Orders and agreements: general

An order can be placed in one of the IKEA Stores or by means of a Remote Agreement. It is always assumed that the Customer orders the Products for normal private use and not for business use.

An order only leads to an agreement:

  • if IKEA draws up a numbered purchase order or confirmation email and hands it over or sends it to the Customer; and

  • if the Total Price has been paid.

Payments can be made in cash (in the Store), using a certified bank cheque, an Eco Pass or Lunch Pass (for certain Products), an IKEA Gift Card or Refund Card or a credit or debit card (see the list of accepted credit and debit cards on the Website of IKEA). The Customer is solely responsible for ensuring there are sufficient funds available on his or her credit or debit card (check the limits of the credit card).

IKEA is entitled to sell Products exclusively to end-users. End-users may be natural persons or legal entities. IKEA is obliged to proactively prevent the resale or other transfer of Products outside the franchise system to which it belongs. Where IKEA suspects that Customers purchase Products with the intention of reselling or otherwise transferring them, IKEA reserves the right to ask Customers to identify themselves, refuse orders, cancel any accepted orders and/or refuse to execute them. The foregoing applies whether it concerns individual Products or in bulk and whether it takes place within Belgium or abroad. These franchise rules apply worldwide and in the same way to all franchisees, regardless of their size, location or business structure.

2. Delivery and transfer of ownership and risks

2.1. Delivery options

After payment of the Total Price, the Customer takes possession of the Products:

When purchasing in a Store:

  • by immediately taking the Goods home;
  • by having the Goods (except Parcels) delivered to a Store or a Pick-up Point in Belgium at a later date and picking up the Goods there;
  • by having the Parcels delivered to a Parcel Pick-up Point in Belgium at a later date and picking up the Parcels there, provided the price of the Parcels is superior to 20,00 € incl. VAT, calculated before discounts, promotions and eventual service charges or delivery fees;
  • by having the Products delivered by IKEA or its Subcontractor to an address in Belgium as requested by the Customer, provided the price of the Products is superior to 20,00 € incl. VAT, calculated before discounts, promotions and eventual service charges or delivery fees. 

when purchasing under a Remote Agreement:

  • by having the Goods delivered to a Store or a Pick-up Point in Belgium at a later date and picking up the Goods there;
  • by having the Parcels delivered to a Parcel Pick-up Point in Belgium at a later date and picking up the Parcels there, provided the price of the Parcels is superior to 20,00 € incl. VAT, calculated before discounts, promotions and eventual service charges or delivery fees;
  • by having the Products delivered by IKEA or its Subcontractor to an address in Belgium as requested by the Customer, provided the price of the Products is superior to 20,00 € incl. VAT, calculated before discounts, promotions and eventual service charges or delivery fees. 

  •  

2.2. Delivery term and date

A delivery term of eight weeks applies to all Products. This term may differ if this is explicitly agreed when the order is placed. The term begins on the day following the day of purchase.

IKEA shall notify the Customer of a delivery date immediately when the order is made or at a later time. For an assembly and installation Service, the Customer will be contacted by the Subcontractor within 48 hours of ordering to set a delivery date in consultation. IKEA shall use best efforts to ensure the shipment and delivery are performed as punctually as possible. However, the delivery date is approximate and IKEA is not legally bound by it (subject to the imperative provisions of applicable laws). IKEA shall notify the Customer as soon as possible if this date cannot be achieved.

For a Remote Agreement by which several Goods are ordered, the Goods may be delivered on different dates, depending on the size of the Goods and the way they are sent, but all Goods must be delivered within the delivery term of eight weeks.

If IKEA has not fulfilled its obligation to deliver Products in a timely way, the Customer should ask IKEA to make the delivery within an additional term. If IKEA fails to deliver the Products within this additional term, the Customer is entitled to cancel the agreement and IKEA shall immediately refund the Customer all sums paid under the agreement.

2.3. Shipment and delivery

If Products are sent to a specific address in Belgium, it is because the Customer has requested this. If the Customer disputes having given any such instruction, he or she must provide proof of the contrary. The Customer shall ensure that he or she is able to take receipt of the Products on the day of delivery. Powers of attorney may be given to Adults. The person present at the place of delivery in Belgium who takes receipt of the Products is assumed to have received such a power of attorney.

If the Products cannot be delivered because the Customer refuses to take receipt of them, all additional transport costs are payable by the Customer, unless he or she can prove that the Goods offered were damaged and/or the Products were not in accordance with the order and so he or she was justified in not taking receipt of them.

All shipments and deliveries are charged at the IKEA shipping and delivery rates (see the Website of IKEA) and paid for in advance by the Customer. These rates apply in normal circumstances and for delivery to the ground floor, unless explicitly stated otherwise on the purchase order or in the confirmation email. A surcharge will apply to deliveries requiring the use of a furniture lift, even if this is not specified at the time of the order.

If any additional surcharge that is owed (e.g. for the use of a furniture lift) has not been paid by the time of delivery, for whatever reason, the Goods cannot be delivered. They will be taken away by the Subcontractor and the transport costs will be payable by the Customer.

2.4. Transfer of ownership and risks

The ownership of the goods is transferred from IKEA to the Customer when the Total Price is paid.

The risks of loss and damage of the Goods are transferred from IKEA to the Customer:

  • after the payment in the event of a purchase in a Store of a Product that is immediately taken away; or

  • at the time of the physical delivery, regardless of the method of purchase, if the Products are delivered at a later date (at a Store, Pick-up Point, Parcel Pick-Up Point or address in Belgium that is provided by the Customer). 

3. Policy on the exchange and cancellation of the purchase of Products (jointly referred to as: ”Generous Right of Exchange”)

3.1. General

3.1.1. Term

Goods

In principle, the Customer may cancel the purchase of Goods or exchange the Goods:

  • in the event of a purchase at a Store, within 365 days of receiving the Goods;

in the event of a Remote Agreement, within 365 days of receiving the last Good that belongs to the order in question.

With regard to Personalised Goods, the Customer may exchange the order within 365 days of receiving the last Personalised Good that belongs to the order in question.

Services

Subject to the provisions of 3.2.2., the Customer can cancel or exchange the agreement for Services regardless of whether he or she is an IKEA Family member, starting a reason, within 14 days:

  • if the Service is ordered separately (e.g. assembly is ordered at a later date independent of the purchased Good), of the day after the agreement was entered into until the Service was delivered; or

  • if the Service is ordered together with a Good (e.g. a cabinet and its delivery are purchased at the same time), of the receipt of the last piece of the Good that belongs to the order in question.

3.1.2. Procedure

The Customer can make it known that he or she wishes to cancel or exchange the purchase by:

  • sending an email to [email protected];

  • filling out the appropriate form;

  • or going to the information counter at a Store.

3.1.3. Conditions

Goods shall only be refunded by IKEA if they are not damaged more than needed to determine their nature, characteristics and functioning and provided the original proof of purchase is presented (receipt or delivery note).

If the aforementioned conditions applicable to the right to exchange and cancel are not met in full, IKEA reserves the right to:

  • reject the return and not pay a refund, and/or

  • offer a Refund Card; and/or

  • reduce the amount of the refund if the Goods have suffered a reduction in value that is the consequence of actions that go beyond what is needed to determine the nature, characteristics and functioning of the Goods.

3.2. Departures from and exceptions to the right to cancel and/or exchange

3.2.1. Departures with regard to terms

Contrary to the preceding, for the purchase of one or more mattrasses that have already been used, a period of 90 days – rather than 365 days – applies in which the agreement can be cancelled or the right to exchange exercised, commencing on the day following the day of purchase of the mattrass(es).

3.2.2. Exceptions to the right to cancel and/or exchange

With regard to the provision of Services, the Customer cannot cancel the agreement after the Service has been provided in full, insofar as he or she explicitly agreed to the commencement of the Service and acknowledged that he or she would lose the right to cancel as soon as IKEA performed the agreement in full. IKEA shall refund any sum received for Services that were not provided before the right to cancel was exercised.

Without prejudice to the other exceptions to the right to cancel as provided for by the WER, the Customer cannot exercise any right to cancel if the agreement concerns Personalised Goods (e.g. custom worktops).

3.3. Consequences of exercising the right to cancel and/or exchange

3.3.1. Return of Products

The Customer who makes it known that he or she wishes to exercise his or her right to cancel or right to exchange has the following options for returning Products to IKEA:

  • Regardless of the method of purchase, the Customer brings the Goods and/or the purchase order for the provision of Services to any Store of IKEA in Belgium at his or her own expense within 14 days of notifying IKEA that he or she wishes to exercise his or her right to cancel or exchange;

  • Regardless of the method of purchase, the Customer asks for the Goods to be picked up by IKEA at a specific pick-up address in this case, within 14 days of notifying IKEA that he or she wishes to exercise his or her right to cancel or exchange:

    • compensation is payable equal to the charge that would be payable for delivery of such Goods in Belgium (as the same distance will be covered, although this is not to pick up Goods rather than to deliver them);

    • the the Customer undertakes to provide IKEA with all useful information on the characteristics of the pick-up address in Belgium (e.g. from which floor the Goods in question must be picked up, the presence of any narrow doorways, etc.), and to ensure that the location where the Goods must be picked up is sufficiently accessible;

    • the Customer undertakes to sign the form that is presented by the Subcontractor of IKEA and that confirms that the Goods have been picked up (the Customer can have an Adult of his or her choosing act in his or her stead as desired);

    • if the Subcontractor of IKEA is of the opinion that picking up the Goods will probably cause damage to the Goods in question or other property of the Customer, the Customer shall be made aware of this and the reason will be stated on the form that must be filled out at the time of the pick-up. Neither IKEA nor the Subcontractor shall be liable for damage caused when picking up the Goods if the Subcontractor takes due care.

  • Only for Remote Agreements, the Customer brings the Goods and/or the purchase order for the provision of Services to a (Parcel) Pick-up Point in Belgium selected by IKEA, a list of which is made available on the Website, at his or her own expense within 14 days of notifying IKEA that he or she wishes to exercise his or her right to cancel or exchange.

3.3.2. Refunds

Refunds will be given insofar as the aforementioned conditions applicable to the exercise of the right to cancel and/or exchange (3.1.3.) have been met (term, condition of the Good, initial proof of purchase, etc.).

(a) In the event of cancellation (= cancelling the agreement without giving a reason)

General

IKEA will refund the purchase sum received from the Customer for the Product that is cancelled. If the Customer opts for IKEA to pick up the Goods, the charge for this (3.3.3) will be deducted from the sum to be refunded by IKEA.

For Remote Agreements

If the Customer has purchased the Products through a Remote Agreement and opts to exercise his or her right to cancel, IKEA shall refund all payments received from the Customer within 14 days commencing on the day following the day on which IKEA was notified of the Customer’s decision to exercise his or her right to cancel. Delivery costs will only be refunded if the cancellation occurs within 14 days of receipt of the (last delivered) good (belonging to the same order) and/or of the signing of the agreement for services. IKEA cannot be compelled to refund the additional costs if the Customer has explicitly opted for another delivery method than the cheapest standard delivery offered by IKEA. The costs of returning the Products from the (Parcel) Pick-up Point in Belgium to IKEA are payable by the Customer and will be deducted from the sum that will be refunded by IKEA. 

The refund occurs using the same means of payment as used for the initial transaction, unless the Customer explicitly agrees to another means of payment and on the understanding that the Customer must incur no costs as a consequence of this refund.

For agreements entered into at a Store

If the Customer has purchased the Product at a Store and opts to exercise his or her right to exchange, the refund will:

  • occur immediately if the Customer returns the Goods and/or the purchase order for the provision of Services to an IKEA Store in Belgium;

  • occur by bank transfer within 14 days, commencing on the day that IKEA is notified of the decision of the Customer to exercise his or her right to cancel, if the Customer opts for IKEA to pick up the Goods.

(b) In the event of exchange (= exchanging purchase for another Product in the IKEA
range)

If the Customer opts to exercise his or her right to exchange, the refund will be given in the form of a Refund Card, regardless of the method of purchase (Store or Remote Agreement):

  • immediately if the Customer returns the Goods to an IKEA Store in Belgium;

  • in all other cases, by post within 14 days, commencing on the day on which IKEA is notified of the decision of the Customer to exercise his or her right to exchange.

The Refund Card has a value equal to the purchase sum of the Good and is valid for an indefinite period in all IKEA Stores in Belgium. When the Refund Card is presented, the purchase sum on the Refund Card will be deducted from the Total Price of the new purchase. If the value of the Refund Card is lower than the Total Price of the new purchase, the Customer will make up the balance at the cash register. If the value of the Refund Card is higher than the Total Price of the new purchase, the balance will remain available on the Refund Card for future purchases at IKEA.

3.4. Possibility of cancellation by IKEA (outside the scope of Force Majeure)

IKEA may itself cancel an order of Goods within 14 days of it being placed, subject to written notification to the Customer and the payment of compensation of EUR 20. The refund of the Total Price shall occur by bank transfer within 14 days after IKEA notifies the Customer in writing of the cancellation. The compensation of EUR 20 shall be offered in the form of a Gift Card.

4. Subcontracting

IKEA may use Subcontractors to provide its Services. These Subcontractors are only obliged to provide the Services that are the subject of the agreement between the Customer and IKEA. If the Customer wishes to have additional work carried out by the Subcontractor he or she must enter into a direct agreement for this with the Subcontractor. IKEA cannot be held liable in any way for the (non-)performance of this additional work.

5. Gift Card (digital or physical)

5.1. Purchase of the IKEA Gift Card - General

The Customer may purchase a physical or digital IKEA Gift Card.

The physical IKEA Gift Card can be purchased at any Store or by means of a Remote Agreement. The digital IKEA Gift Card is only available by means of a Remote Agreement.

  • If the physical Gift Card is purchased at a Store, it shall be given to the Customerimmediately upon payment.

  • In the event of the purchase of a physical Gift Card by means of a Remote Agreement, the Gift Card will be delivered by post to the home of the Customer within 5 working days of payment being received.

  • In the event of the purchase of a digital Gift Card by means of a Remote Agreement, the Gift Card will be delivered by post to the home of the Customer immediately after payment being received.

5.2. Purchase of the IKEA Gift Card - personalised physical Gift card

When purchasing a physical Gift Card by means of a Remote Agreement, the Customer may choose the design of the Gift Card during the ordering process. The Customer can choose from among the designs provided by IKEA or upload his or her own design (photo).

If the Customer wishes to use his or her own design for the Gift Card, he or she may only use images that he or she has taken or for which he or she has obtained the necessary intellectual property rights. The Customer also undertakes not to use any images that are offensive and/or contrary to applicable laws. If third parties assert rights with regard to IKEA on the basis of any images used by the Customer, insofar he or she has not complied with this provision the Customer shall indemnify IKEA.

By creating a design when purchasing a Gift Card, the Customer consents to the processing of the design as part of the purchase.

For this purpose, the Customer grants IKEA a non-exclusive worldwide licence covering copyright, related rights and other intellectual property rights to the aforementioned designs, and specifically the right to use and reproduce the designs to supply one or more personalised Gift Cards without the Customer having any right to compensation or payment from IKEA.

5.3. Use of the IKEA Gift Card

If the physical Gift Card is purchased by means of a Remote Agreement, the Customer must activate the Gift Card before use. To this end, the Customer will receive an email with an activation link. The Customer must be in possession of the physical Gift Card before he or she can activate it. The Gift Card is valid for an unlimited term.

The digital Gift Card purchased by means of a Remote Agreement will be automatically activated with 48 hours of the purchase.

IKEA Gift Cards with IKEA design can be used at all IKEA Stores worldwide, except the IKEA Stores in Mallorca (Spain), Gran Canaria (Spain), Lanzarote (Spain), Tenerife (Spain), Adelaide (Australia), Perth (Australia) and all IKEA Stores in Bulgaria, China, Cyprus, the Dominican Republic, Egypt, Greece, Hong Kong, Iceland, Indonesia, Israel, Japan, Jordan, Kuwait, Lithuania, Malaysia, Qatar, Romania, Saudi Arabia, Singapore, Taiwan, Thailand, Turkey and the United Arab Emirates.

Personalised Gift Cards with a personalised design can only be used at IKEA Stores in Belgium.

No physical or digital Gift Cards may be used at the IKEA restaurants at the IKEA Stores.

Upon presentation of the physical or digital Gift Card, the purchase sum on the Gift Card will be deduced from the total price of the purchase.

  • If the value of the Gift Card is lower than the total price of the purchase, the Customer shallmake up the balance.

  • If the value of the Gift Card is higher than the total price of the purchase, the outstanding balance shall remain available on the Gift Card.

The digital Gift Card may be used by scanning the QR code at the checkout at the Stores or by entering the number stated on the Gift Card in the field provided for purchases by means of a Remote Agreement.

The Customer may top up the physical Gift Card more than once to any amount up to EUR 2,500 at the cash register at the IKEA Store.

Without prejudice to the provisions on warranty and right to cancel in these General Contracting Terms and Conditions, IKEA shall not refund the value of the physical or digital Gift Card to the Customer in the event of loss, theft or damage.

6. Installation of a kitchen

6.1. Object of the Kitchen Installation

If the Customer so desires, the Kitchen Installation may be carried out by a subcontractor of IKEA.

If extra work is requested by the Customer, a direct agreement will be entered into between the Customer and this Subcontractor. Any information about prices and conditions for extra work IKEA provides is non-binding and entails no obligation.

6.2. Kitchen plan and measurement

The Kitchen Installation requires a correct and accurate kitchen plan. That means that the Subcontractor must take measurements for every kitchen. The costs of this measurement shall be paid in advance by the Customer.

6.3. Kitchen layout, accepted rules, responsibilities

The IKEA kitchen experts do their utmost to create the desired kitchen. However, they must also ensure that the desired kitchen layout fulfils the accepted rules. They will propose alternatives in the event of problems and restrictions.

IKEA requires that the kitchen can be installed in a space that fully complies with the kitchen plan as drawn up and the usual technical requirements for good installation, including with regard to finishing, accessibility and utilities for such an installation. For example, the space must be empty and windproof, the walls and the floor must be completely dry, straight and level, the utilities must be adapted to meet the requirements in the ‘Summary of utilities’ document given to the Customer and due consideration must be given to any remarks of the Subcontractor in the measurement report.

If the space or the kitchen does not meet the aforementioned conditions, all further actions will be at the Customer's own risk. In particular, IKEA and/or its Subcontractors reserve the right, but do not have any obligation, to refuse to carry out or suspend the work in whole or in part until the conditions have been met. In that case, the Customer will owe IKEA fixed compensation of 30% of the Total Price of the Kitchen Installation (excluding 21% VAT).

IKEA and/or its Subcontractors can in no way be held responsible for any adverse consequences and/or costs, even if a kitchen is installed without the aforementioned conditions having been met.

The warranty applies exclusively to kitchens that can be installed in accordance with the kitchen plan, according to accepted practice, and provided the furniture and appliances within this layout or installation are used in accordance with their original function.

IKEA may, but has no obligation to, ask the Customer who insists on installation contrary to the advice of IKEA to sign a declaration indemnifying IKEA against all liability.

6.4. Installation term, installation address and presence of the Customer

IKEA undertakes to install the kitchen within a term of eight weeks, commencing on the day of (full) delivery of the required parts, subject to payment of the Total Price of the order.

Just like the delivery dates, the installation date IKEA gives the Customer is approximate and may change. The Customer can only demand compensation for damage that occurs as a result of the installation term being exceeded (so never indirect damage).

The Customer (or an Adult with power of attorney) must be present during the Kitchen Installation, among other things to provide access to the space and to answer any questions. Upon completion of the Kitchen Installation, the Subcontractor will run through the completion report with the Customer. This report must be signed by both parties. If the Customer is not present (or not represented) the completion report will be drawn up and signed by the installer. Such a completion report is sufficient proof of the completion and the factual aspects included in the completion report.

6.5. VAT

Under certain conditions, as laid down by law, the Customer may benefit from a reduced VAT rate (6% rather than 21%). The fulfilment of the conditions of eligibility for this reduced rate is the exclusive responsibility of the Customer.

Until the completion of the Kitchen Installation, the normal rate (21%) is assumed. An adjustment will then be made with regard to Goods and Services that are eligible for the reduced rate (6%). The difference will be paid to the Customer by bank transfer (cash refunds are not possible).

8. Liability and warranties

8.1. Liability

8.1.1. General limitation of liability

IKEA is only liable in the event of gross error or fraud committed by itself or its Subcontractors.

Without prejudice to the legal provisions, the liability of IKEA shall:

  • be limited to compensating the damage suffered by the Customer that is the direct and exclusive consequence of the failings of IKEA or the observed defects of the Products;

  • in any case be limited to the sum of the price of the Products upon which this liability rests (maximum upper limit);

  • in any case not extend to compensation for intangible and/or indirect damage, including among other things loss of income.

The Customer must notify IKEA within 14 calendar days of the occurrence of the alleged damage by recorded delivery and enable IKEA to make all useful observations.

8.1.2. Website and Mobile Application of IKEA – limitation of liability.

The Products are presented and described as faithfully as possible on the Website and in the Mobile Application. However, minimal differences are possible, such as with regard to colours. Mistakes and (printing) errors in prices, sizes and images cannot be excluded. IKEA uses best efforts to minimise such differences and, if they are observed, to rectify them as soon as possible. IKEA is not liable for inaccuracies, incorrect statements or omissions on the Website or in the Mobile Application. Inclusion on the Website or in the Mobile Application does not mean that a Product is available everywhere at all times.

The Website and the Mobile Application are the intellectual property of IKEA. Nothing on the Website or in the Mobile Application may be copied or published in any way or by any means, with the exception of copies that are strictly necessary for the private use of the Website and the Mobile Application.

8.1.3. Exclusion of liability

a) In the event of Force Majeure

The non-fulfilment or late fulfilment of one or more contractual undertakings by IKEA will not be deemed to be a breach of contract by it, insofar as this non-fulfilment or late fulfilment is due to Force Majeure. IKEA, as a victim of Force Majeure:
- will immediately notify the Customer in writing of the situation and its consequences;
- will consult with the Customer on appropriate provisional measures and will endeavour to eliminate, lift or rectify the cause of the non-fulfilment and late fulfilment with due care; and
- will fulfil its obligations as soon as reasonably possible once the cause of the non- fulfilment and late fulfilment has disappeared.

In the event of Force Majeure lasting for more than two months, the agreement may be cancelled by IKEA and/or the Customer by email, without this giving the other party any right to demand compensation.

b) In the event of non-fulfilment of the manufacturer’s directions for use and/or inthe event of use that is not compatible with the manufacturer’s directions for use.

The Customer undertakes to consult the manufacturer’s user manual and to strictly follow the directions for use for every Product purchased in order to minimise any risk of accident. The Customer is aware that IKEA cannot check whether the Customer is following the directions for use of the Products. IKEA is in any case released from its liability in the event of improper use of the Products.

8.2. Warranty

8.2.1. General warranty of IKEA

When the Goods and Services are delivered the Customer should check that they are correct and, where applicable, make a note of any defects. The Customer must notify IKEA immediately if the delivered Goods and/or Services are visibly defective.

If any defects are not reported within 14 days of delivery of the Goods and/or Services, the Customer is deemed to have accepted and/or approved the delivered Good and/or Service.

Unless explicitly stipulated otherwise and without prejudice to imperative provisions to the contrary (especially the right to cancel when this exists), returns are approved by IKEA outside the scope of the exercise of the right to cancel and right to exchange, subject to reasons being given.

If the Customer files a complaint and this reservation is deemed to be well-founded by IKEA after investigation of the disputed Good and/or Service, IKEA can choose between:

  • paying compensation of no more than the sum the Customer paid for the order or
  • repairing the Good free of charge and/or providing the service Free of charge.

8.2.2. Warranty for consumer goods with regard to the Consumers

Articles 1649bis et seq. of the Civil Code give rights to Consumers with regard to the sale of Goods to Consumers.

These rights are not influenced by other warranties that are granted by this provision.

IKEA is liable towards the Consumer for any lack of conformity arising when the Good is delivered and manifesting itself within a term of two (2) years after this delivery.

On pain of expiry of the warranty, the Consumer must notify IKEA by recorded delivery of the existence of a lack of similarity within a term of twee (2) years, commencing on the day on which the Consumer observed this.

The legal claim of the Consumer becomes prescribed one (1) year after he or she observes the lack of conformity, without that term being permitted to end before the end of the term of two (2) years from the delivery of the Good.

Contrary to the preceding, IKEA is liable towards the Consumer for any lack of agreement arising when a second-hand Good is delivered and manifesting itself within a term of one (1) year after this delivery.

If the Consumer follows the proper procedure in invoking the warranty, the Consumer is entitled to demand that IKEA repair or replace the Good free of charge, except when such would be impossible or disproportionate. Any repair or replacement must be made within a reasonable term and without serious inconvenience for the Consumer, with due consideration for the nature of the Good and the use intended by the Consumer. The costs referred to in this provision are the costs that must be incurred to bring the Goods into conformity, such as shipping costs and costs connected with labour and materials.

The Consumer is entitled to demand an appropriate price reduction or the cancellation of the agreement from IKEA:

  • if he or she is not entitled to repair or replacement, or

  • if IKEA has not made the repair or replacement within a reasonable term or without causing serious inconvenience to the Consumer.

Nevertheless, the Consumer is not entitled to demand the cancellation of the agreement if the lack of agreement is insignificant.

In the event of a price reduction, any refund to the Consumer will be reduced to take account of the use the Consumer has had of the Good since its delivery.

8.2.3. Warranty for hidden defects with regard to the Consumer

In addition, IKEA is liable towards the Consumer for the legal warranty for hidden defects, as set out in articles 1641 up to and including 1649 of the Civil Code, if the hidden defect existed at the time of delivery and the defect makes the Good unfit for its intended use or that use is considerably reduced.

IKEA should be notified as soon as possible by recorded delivery about every hidden defect as soon as the Consumer discovers the defect or, where applicable, should normally have discovered the defect.

In the event of a hidden defect, the Consumer can choose between returning the Good and getting a full refund of the price or keeping the Good and getting a partial refund of the price.

In order to avoid any doubt, IKEA excludes any warranty obligation for hidden defects towards Enterprises.

8.2.4. Specific IKEA manufacturer’s Warranty

The Goods that are offered by IKEA may also be the subject of an additional warranty offered by the manufacturer or IKEA with a scope and duration that differs depending on the Good offered.

In order to know whether the Goods offered for sale are subject to such a Specific Warranty and to identify the scope of this Specific Warranty, the Customer is invited to read the commercial documentation with regard to the Goods in question and/or the warranty page on the Website.

If such a Specific Warranty is offered, it commences on the date of purchase of the Good and covers the manufacturing defects.

If IKEA is not the manufacturer of the Goods, it will only accept the invoking of the Specific Warranty for the Goods that it has sold itself.

If the Customer wishes to invoke the Specific Warranty he or she must enclose the proof of purchase and meet the requirements that are imposed by the manufacturer.

The Customer loses the rights granted to him or her by the Specific Warranty if he or she does not follow the instructions of the manufacturer to properly invoke it.

9. Complaints and settlement of disputes

9.1. Customer service

If the Customer has a question about the Products of IKEA or any other topic, the Customer can contact the customer service between 9:00 and 18:00 Monday to Saturday:

  • by phone: +32 (0)2 719 19 19;

  • by chat on the Website;

  • or by post: Weiveldlaan 19, 1930 Zaventem.

9.2 Consumer Mediation Service
If the Consumer has tried to resolve the dispute with IKEA directly without success, the Consumer may file the unresolved dispute or complaint to the independent public service of Consumer Mediation Service. The Consumer can file a reconciliation request free of charge on the online platform mediationconsommateur.be

9.3. Online Dispute Resolution (ODR)

For claims connected with purchases made through the Website, the Consumer can also use the ODR For claims connected with purchases made through the Website or the Mobile Application, the Consumer can use the ODR Platform that was set up at EU level to offer the possibility of resolving disputes in an online context without resorting to the courts:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

9.4. Applicable law and jurisdiction

The General Contractual Terms and Conditions are governed by Belgian law, without prejudice to the right of the Consumer residing outside the territory of Belgium to invoke stipulations of imperative law in their national legislation. Any dispute that is not resolved amicably and/or through the Ombudsman for Retail or the ODR Platform is the exclusive jurisdiction of the courts of Brussels, without prejudice to the right of the Consumers to invoke the provisions of Regulation (EU) No 1215/2012 of the European Parliament and of the Council of 12 December 2012 on jurisdiction and the recognition and enforcement of judgments in civil and commercial matters.

10. Final provisions

10.1. Defeasance

If a stipulation of these General Contractual Terms and Conditions is declared null and void, the Customer and IKEA agree that this stipulation will not be enforceable but that the other stipulations of these General Contractuafl Terms and Conditions will remain in full effect, except if the litigious stipulation is essential and the General Contractual Terms and Conditions can no longer be amended in good faith to restore or maintain the balance of the rights and duties of the Customer and IKEA.

10.2. Proof

The transactions, actions on the network, electronic communications, connections and other electronic manipulations are proven by using log files, emails and transaction files, which IKEA is able to save to electronic carriers.

The Customer accepts the evidential force of this data.

This possibility of proof does not prevent the Customer or IKEA from using any other means of proof permitted by law.

10.3. Interpretation

In the event of any doubt about the interpretation of these General Contractual Terms and Conditions, the Dutch version has precedence over the French and English versions.

10.4. Amendment

IKEA reserves the right to amend these General Contractual Terms and Conditions at any time at its discretion. The amended General Contractual Terms and Conditions become effective upon publication on the Website. They will only apply with regard to agreements entered into after they become effective.

DATE: 2025-01-31

IKEA FAMILY TERMS AND CONDITIONS IKEA BELGIUM N.V.

Hej and welcome to IKEA Family!

Thank you for creating an IKEA Family Account!

The purpose of these general terms and conditions of use (hereinafter referred to as the “Terms of Use”) is to provide a legal framework for the terms of membership and use of the IKEA Family loyalty Account (hereinafter "the IKEA Family Account"). The IKEA Family Account is offered by IKEA Belgium NV/SA hereinafter referred to as “IKEA”, “we” or “our”.

By subscribing to an IKEA Family Account, you will receive a digital card with a personal identification (hereinafter – after referred to as “the Card”).

The Terms of Use must be accepted by any person wishing to subscribe to the IKEA Family Account, hereinafter referred to as the “Member”, “you”, “yours” or more generally the “IKEA Family Member(s)". They constitute the contract between IKEA and the Member. Your membership of the IKEA Family Account constitutes acceptance of these Terms of Use.

1. IKEA Family Account

The Account gives you access to different loyalty advantages defined in the articles 5 and 6.

IKEA Family benefits in Belgium are only valid for members who hold a Belgian IKEA Family account.

2. Subscription to the IKEA Family Account

By subscribing to an IKEA Family Account, you will get an IKEA Family card in digital format.

The IKEA Family Account isn't just for families. It is open to any private individual over the age of 18, with the exception of professionals. (For professionals, the IKEA Business NetworkAccount is available). Each IKEA Family Account is personal and non-transferable. Only the Member whose name appears on the IKEA Family Account is entitled to use it.

Joining the IKEA Family Account can be done at IKEA.be as well as on the IKEA app. After registering, Members receive their digital IKEA Family Card electronically. The Card is also available on the profile page of your customer Account on IKEA.be and the IKEA app.

The digital IKEA Family Card can be used in store by presenting the image of the Card on your smartphone and/or by printing the digital Card, in order to scan the barcode or the QR Code at the checkout. You can also identify yourself at checkout by manually entering your IKEA Family Card number or phone number when you entered this information in your IKEA Family Account.

Each newsletter sent by IKEA contains the recipient's IKEA Family number at the bottom of the page, in QR Code format. This QR Code can be presented at the checkout to be scanned.

The IKEA Family card is available to Members free of charge and can be used immediately after registration.

The IKEA Family Account will be automatically deleted if inactive for more than 3 years (36 months). We will give you a one-time chance to keep your membership if you respond to our e-mail. This email is valid for 4 weeks. If you do not respond within this period, your profile will be automatically deleted. You will receive a confirmation email of the deletion.

By “inactivity” we mean that there has been no interaction between your IKEA Family Account and IKEA during that period. Examples of interactions are: a purchase in store or online, opening an email, requesting a quote, creating a kitchen plan, logging into your online Account, etc.

Apart from the aforementioned case, the IKEA Family Account has no expiry date.

3. Creating an IKEA Family Account

To create an IKEA Family Account, the Member may have to enter, among other things, the following personal information:

  • First Name
  • Last name
  • Birth date
  • Language
  • E-mail
  • Preference for communications
  • Postal address
  • Password

When creating their Account, the Member must also define a password that complies with the security requirements made known to them by IKEA. The email address needs to be validated within 7 days. The Member will receive an email directly after the creation of his Account in order to verify his email address. If the email address is not verified, IKEA reserves the right to delete the Account. The owner of the Account has to correspond to the owner of the verified email address; otherwise, IKEA reserves the right to delete the Account.

The personal data marked with a red asterisk requested are mandatory. If the above information is not provided and/or in the event of incorrect, incomplete or illegible information, the Account cannot be created or deleted afterwards.

Your email address will be used to send communications pertaining to the IKEA Family Account. It will not be used to send personalized marketing communications, unless you have expressly authorized it by ticking the box provided for this purpose when creating your IKEA Family Account. 

The Member may also, optionally, fill in information about his household in his IKEA Family Account in order to benefit from personalized offers.

Once the Account has been created, the Member receives an email containing their IKEA Family Card in digital format.

For more information on the processing of personal data, please read Privacy Policy - IKEA

4. Using the IKEA Family card

The Card is valid within IKEA points of sale in Belgium and around the world, as well as on the website IKEA.be.

The Card/Account will only generate reward points if the Customer has accepted the Belgian terms of use and privacy policy (registration only possible via IKEA.be)

Any purchase made outside Belgium on presentation of the IKEA Family card will allow you to benefit from offers specific to the country where the Member make purchases, for IKEA Family Members but cannot be counted under the Belgium loyalty program and cannot give rise to the application of the advantages defined below.

Purchases made outside Belgium can not be connected to the IKEA Family Account.

It must be presented with every purchase for IKEA Family Member offers and benefits to apply.

The Member agrees not to make any purchase with his IKEA Family Account that is directly related to any professional activity.

The IKEA Family card is not a payment card.

5. Benefits of the IKEA Family Account

The IKEA Family Account allows the Member to benefit from the following advantages (provided the IKEA Family Account number was presented during the relevant moment of the customer visit within an IKEA store) (the “Benefits”):

  • Specific offers in the store, the Restaurant, the Swedish Food Shop, and the Swedish Bistro on a selection of IKEA products and services. These offers are valid for a limited time and under specific conditions and do not apply to items in our Second chance section;
  • Transport and assembly breakage guarantee: Oops insurance;
  • As an IKEA Family member, all your receipts are saved to your profile if you have scanned your IKEA Family card. If we can’t find the receipt, you’ll simply receive a refund card. More information is available in our return policy;
  • Invitation to workshops, events and previews;
  • A hot black drink (coffee or tea) is offered each time you visit a store with a Restaurant, every day it is open (excluding Bistro).
  • 10% extra on buy back services
  • Free cake for birthday
  • Exclusive access to Birthday parties

IKEA may, at its sole discretion, terminate or modify these benefits, including but without being limited to changes to comply with applicable laws, changes with regards to the services, features and/or benefits offered by IKEA, or the introduction of new services/benefits. Any such change will take effect fourteen (14) business days from the date on which we publish the updated Terms of Use on our website. If you do not accept the changes, you have the right to cancel your IKEA Family Account. Any use of the Account after the new Terms of Use have become effective shall be seen as an acceptance thereof.

To benefit from certain advantages, your consent to receive marketing emails may sometimes be required.

6. Loyalty Programs

In addition to the Benefits, the Member may be offered other specific advantages, in the form of gift cards, vouchers, or other benefits (the “Loyalty Programs” or a “Loyalty Program”).

To benefit from these Loyalty Programs, the Member will be required to sign separate terms of use each time they are offered new benefits.

IKEA may, at its sole discretion, terminate or modify these Loyalty Programs, including but without being limited to changes to comply with applicable laws, changes with regards to the services, features and/or benefits offered by IKEA, or the introduction of new Loyalty Programs. Any such change will take effect fourteen (14) business days from the date on which we publish the updated Terms of Use on our website. If you do not accept the changes, you have the right to cancel your IKEA Family Account. Any use of the Account after the new Terms of Use have become effective shall be seen as an acceptance thereof.

7. Changing/deleting the IKEA Family Account

On www.ikea.be each Member can, after logging into their Account, modify their personal data at any time using the "modify personal data" function available in the "Manage your Account" tab. The Member may also modify his decision to receive communications as well as, where applicable, the desired communication channels by going to the “Preferences” tab, then to the “Communication preferences” section. He can also delete his Account at any time in the "Delete your Account" section.

Deleting the Member's Account will deactivate the IKEA Family Card linked to the Account.

8. Fraudulent use of the IKEA FAMILY card

The IKEA Family Card is the property of IKEA Belgium NV/SA and cannot be reproduced.

Any violation of these Terms of Use by a Member or any third party, any abusive or fraudulent use of the Account, the Benefits and/or the Loyalty Programs (including, without being limited to, the loan of the Card to a third party, the marketing of the products purchased using a Loyalty Program, resale of vouchers, etc.) may result, at the sole convenience of IKEA, in the temporary suspension of the Account of the IKEA Family Member in the Loyalty Program or even in the termination without notice of the Account. Such suspension or termination shall be without prejudice to any possible (legal) action to be taken by IKEA, including criminal proceedings.

Removing membership will deactivate the IKEA Family Account and loss of any benefits attached to the IKEA Family Account. Benefits or Loyalty Programs obtained in violation of these Terms of Use will be cancelled without compensation of any kind being due by IKEA.

IKEA reserves the right to refuse the subscription of the IKEA Family Account by an applicant who has already been the subject of fraudulent behaviour in the use of the Card.

9. Copyright, trademarks and patents

All title, property, rights and intellectual property rights to and on the Account, IKEA.be and the IKEA brand remain the property of IKEA or our franchiser, Inter IKEA Systems B.V.

The use of the Account does not give you the right to use or reproduce our copyrighted material, trademarks, patents or other proprietary rights or material. The Customer also confirms that it will not use its relationship with IKEA for marketing or financing ends or as a reference in company presentations or press releases or in any way use (or make known to the general public online or in any other way) the trade name, trademark, logo or other distinguishing brand mark of IKEA, Ingka Group or Inter IKEA Group.

10. Indemnity

The Customer agrees to defend, indemnify and compensate IKEA against and for all liability, damage, losses and expenses of whatever nature (including reasonable legal costs and fees) in connection with, resulting from or relating in any way to any of the following (“Claim”): (a) the Customer’s access to or use of the Account, including the data provided in connection therewith; (b) the Customer’s breach or alleged breach of these terms of use or applicable law; and (c) any misrepresentation of the facts by the Customer. We have the right to full control, and the Customer must cooperate as fully as we demand to defend or settle a Claim.

11. Limitation of liability

Insofar as permitted by applicable laws, IKEA is not liable towards the Customer for any damage, including but not limited to indirect, special or consequential damage, resulting from the use or inability to use the Account, even if we have been notified of the possibility of such damage, or for any claim of any other party, including in case of slight or gross negligence, but excluding willful misconduct from IKEA.

12. Final provisions

The Terms of Use represent the entire agreement between the IKEA and the Member with respect to their subject matter and supersedes any prior agreements or understandings.

If any provision of the Terms of Use is found to be invalid or unenforceable, the remaining provisions will still be valid and enforceable.

The Member is not allowed to assign his or her rights and obligations under the Terms of Use to any third party.

IKEA's failure to enforce a provision of the Terms of Use does not waive its right to enforce that provision in the future.

13. Applicable law and disputes

The Terms of Use are subject to Belgian law. Any dispute, claim or disagreement resulting from or in connection with these terms of use will be settled by the courts designated by article 624, 1°, 2° or 4° of the Belgian Judicial Code, without prejudice of the application of Regulation (EU) No 1215/2012 of the European Parliament and of the Council of 12 December 2012 on jurisdiction and the recognition and enforcement of judgments in civil and commercial matters (recast).

Last updated: June 10, 2025