Contracting terms and conditions

General contracting terms and conditions of IKEA Belgium N.V.

Definitions:

Adult - A natural person aged 18 years or over

Authority to Leave - express prior authorization of the Customer to leave their order in a “Safe Place” (as defined herein) without requiring a signature (code) or the Customer’s presence at the time of delivery.  

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

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

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

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

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

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).

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

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

IKEA - IKEA BELGIUM NV with registered office at Weiveldlaan 19, 1930 Zaventem and KBO/BCE number 0425.258.688; contact: [email protected]; Bank account: BE03001482440084 and BE86001946145150 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.

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

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

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

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

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

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

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)

Safe Place - a secure location at the Customer’s delivery address, on the Customer’s terrain, that is reasonably concealed from public view and protected from weather, where the Customer’s order may be left under an Authority to Leave arrangement.  

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.)

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

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

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

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

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

Website - www.ikea.com/be

WER - Economic Law Code of 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 19,99 € incl. VAT, calculated after all discounts and taxes but before any service charges or delivery fees. Price adjustments due to our New Lower Prices, last chance to buy and time restricted product price offers due to IKEA Family membership apply;
• 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 Parcels is superior to 19,99 € incl. VAT, calculated after all discounts and taxes but before any service charges or delivery fees. Price adjustments due to our New Lower Prices, last chance to buy and time restricted product price offers due to IKEA Family membership apply. 

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 19,99 € incl. VAT, calculated after all discounts and taxes but before any service charges or delivery fees. Price adjustments due to our New Lower Prices, last chance to buy and time restricted product price offers due to IKEA Family membership apply;
• 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 Parcels is superior to 19,99 € incl. VAT, calculated after all discounts and taxes but before any service charges or delivery fees. Price adjustments due to our New Lower Prices, last chance to buy and time restricted product price offers due to IKEA Family membership apply.

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.

2.3.1 Authority to Leave  

IKEA may, at its discretion, activate or deactivate the Authority to Leave service in selected postal codes in Belgium. Where this service is available, Customers will be able to select the ‘Authority to Leave’ option at checkout. By selecting this option, the Customer expressly authorizes our delivery driver to leave the Customer’s order at a Safe Place without requiring a signature (code) or the Customer’s presence at the time of delivery. The Customer agrees that once the driver has placed the order in the Safe Place, the delivery will be deemed completed and the risk of loss, theft or damage passes to the Customer. IKEA will not be responsible for any loss, theft or damage that took place after the delivery under the Authority to Leave service has been completed. 
Upon arrival at the Customer’s delivery address, the driver will in any case ring the doorbell to verify the Customer’s presence. If the Customer is indeed not at home, the driver will leave the Customer’s order in a Safe Place and take a photo of the order in the Safe Place to confirm its delivery. Any such photos will be used solely to verify delivery and will be handled in accordance with our Privacy Policy, which you can view at IKEA.be. The only personal data the pictures can include, is the information on the labels. However, if the driver at his/her reasonable discretion decides that no suitable Safe Place is available to leave the order (for example, because the area is not accessible or does not provide adequate security), the driver will return the order to IKEA and the IKEA Customer Service will contact the Customer to arrange for a new delivery date when the Customer will be at home.  
For deliveries to flats or buildings with multiple dwellings, only the front door of the building or, provided that the driver is able to lawfully access it, the entrance hall behind the front door shall be deemed suitable Safe Places.
If the Customer has not selected the Authority to Leave option at checkout, the Customer must ensure that someone is present at the delivery address to receive the order at the scheduled time of delivery.  If no one is present to receive the delivery and the Customer did not select the Authority to Leave option, the driver will return the order to IKEA and the IKEA Customer Service will contact the Customer to arrange for a new delivery date when the Customer will be at home.    

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. Kitchen services

A Customer who wants to buy a kitchen from IKEA Belgium NV can, if desired, use services. 

6.1. Kitchen Planing service

Customers can plan their kitchen themselves using the Kitchen Planner on IKEA, but they can also schedule an appointment with a kitchen specialist. This appointment is free and can take place in-store or remotely via video conference. If the Customer wishes to use the kitchen installation service, the Customer must make an appointment with an IKEA kitchen specialist.

6.1.1 Before kitchen planning

The Customer can make an appointment at IKEA.be, by telephone or in the store.

If the Customer is not available at the time of the appointment, IKEA requests that the Customer reschedule or cancel the appointment as soon as possible by using the link in the confirmation email or contacting IKEA , so that the time slot becomes available again for other Customers.

If the Customer has made an appointment at least twice previously and failed to show up, IKEA reserves the right to cancel or reschedule the appointment. To ensure the kitchen planning service runs optimally, an IKEA kitchen specialist can contact the Customer in advance.

6.1.2 The kitchen planning service process

During the kitchen planning service, an IKEA kitchen specialist will create a kitchen plan together with the Customer. This kitchen plan includes: a front, side, and top view of the proposed kitchen in the Kitchen Planner, a detailed overview of the items, and a price estimate for the kitchen (excluding services).

The kitchen plan is based on the accuracy of the measurements provided by the customer. IKEA is not responsible for design errors if the measurements provided by the customer are inaccurate. If the measurements provided by the customer are incomplete or inaccurate at the time of the planning service, IKEA may refuse to proceed with the planning service and ask the customer to reschedule their appointment.

IKEA 's kitchen specialists do their best to create your desired kitchen within a reasonable timeframe. However, they must also ensure that the desired kitchen layout complies with industry standards (e.g., safety regulations, ergonomic guidelines, etc.) and must take any operational delays into account. In the event of problems and/or limitations or delays, they will propose alternatives.

Kitchen planning in the store

The Customer must report to the kitchen counter 10 minutes before the scheduled start of the appointment.

Remote kitchen planning

5 minutes before the scheduled start of the appointment, the Customer must register for the digital meeting by clicking on the link in the confirmation email.

Please note that the call may be recorded and other IKEA co-workers may join the session for quality and training purposes. The IKEA Kitchen Specialist may stop the meeting at any time if inappropriate language or behavior is detected. IKEA may subsequently refuse a request for a new remote scheduling service and request the Customer to schedule an appointment in the store.

6.1.3 After the kitchen planning service

After the planning appointment, it is the Customer's responsibility to review the Kitchen Plan and confirm that the dimensions and measurements entered by the IKEA Kitchen Specialist in the Kitchen Planner are accurate and match the dimensions and measurements provided by the Customer, unless the Customer opts for a measuring service (if available) or an installation service. If the Customer chooses a Kitchen Installation service, these will be checked during the pre-installation visit (see below).

6.2 Measurement and/or pre-installation visit service

6.2.1 Before the measurement/pre-installation visit

A pre-instatllation visit is required before ordering a kitchen installation. The cost of this pre-installation visit must be paid in advance by the Customer. In the absence of payment, IKEA may cancel the pre-installation visit.  An IKEA kitchen specialist will, at the customer's request, place the request for the measurement/pre-installation visit.
When placing this request, the IKEA kitchen specialist will also schedule a follow-up appointment with the customer after the measurement/pre-installation visit has been completed. 
The measurement/pre-installation visit will be carried out by IKEA or by an IKEA Subcontractor; hereinafter the person carrying out the measurement/pre-installation visit will be referred to as the Service Provider.  

Date of the measurement/pre-installation visit

The date communicated when ordering the pre-installation visit/measurement is an approximate date.

The final date will be confirmed by the Service Provider by email to the email address provided by the Customer, maximum seven days working days after payment of the measurement/pre-installation visit.

If the service date agreed upon by the Customer and the Service Provider no longer suits the Customer, or if the Customer wishes to cancel the service, they must contact IKEA at least five business days before the agreed service date to arrange a new date, subject to availability. The Customer can postpone the date by up to six weeks from the originally scheduled date.

If the date needs to be postponed by more than 6 weeks (from originally scheduled date), the service will be cancelled and refunded.

Services canceled more than 5 business days in advance will be refunded to the original payment method. Services canceled less than 5 business days in advance will be refunded 50%. 

Condition of the room

Before the survey/preliminary visit, the site must be clean, tidy, safe, wind- and watertight.
The walls should be finished (plastered) and the final floor and ceiling should be in place.

To ensure the safety of the Service Provider and the Customer and their property, there must be unobstructed access and working space for the Service Provider.
If there is still a kitchen on site during the survey/preliminary visit, the Customer must ensure that the countertop is clear, that the utility access points are clear and visible, and that there are no obstacles so that the service provider can carry out all necessary checks and measurements.

6.2.2 During the measurement/pre-installation visit

Customer's Presence

The Customer (or an authorized adult, see above) must be present during the survey/pre-installation visit, including for access to the site and to answer any questions.

The progress of the measurement/pre-installation visit

On the agreed day and time, the Service Provider will present itself at the location communicated by the Customer to IKEA when placing the order.

The Service Provider will assess the space based on the quote and plan drawn up by IKEA .

The Service Provider will assess the quote and plan prepared by IKEA based on the Customer's space.

Any necessary adjustments to the plan and/or quote will be communicated to IKEA by the service provider. Any necessary adjustments to the space will be communicated verbally to the Customer and confirmed in the report (see below) that will be provided to the Customer.

If the conditions stated in the "condition of the room" section are not met on the scheduled date of the measurement/pre-installation visit, IKEA reserves the right to cancel the appointment and refund 50%. In this case, the customer will have to request and pay for a new measurement/pre-installation visit. 

6.2.3 After the measurement/pre-installation visit

The report of the survey/pre-installation visit

At the end of the service, the Service Provider will ask the Customer to sign a confirmation of the service. After the measurement/preliminary visit, the Service Provider prepares the report. The report contains the Service Provider's findings and recommendations. This report is provided to IKEA for the further steps of the kitchen purchase and to the Customer, no later than at the follow-up appointment. with IKEA.  

After the service

If the original IKEA kitchen plan needs to be significantly revised or replanned because the measurements provided during the kitchen planning process differ from the results of the measurement/preliminary visit, IKEA reserves the right to ask the customer to create a new IKEA kitchen plan and request a new preliminary visit. This preliminary visit will be at the customer's expense. If the customer requests major changes to the kitchen plan or installation after the measurement/preliminary visit has been completed, IKEA reserves the right to request a new measurement/preliminary visit. This service will also be at the customer's expense.

6.2.4 Other

By paying for the measurement/pre-installation visit, the Customer acknowledges and accepts IKEA 's general terms and conditions.  

6.3 The Kitchen Installation

If the customer wishes , they can order the installation of their kitchen from IKEA . This kitchen installation and related services will be carried out by IKEA or an IKEA subcontractor on behalf of IKEA. An IKEA kitchen specialist will submit the kitchen installation request at the customer's request.
The kitchen installation will be carried out by IKEA or a Subcontractor of IKEA , hereinafter the executor of the kitchen installation will be referred to as the Service Provider.

Installing a kitchen requires a correct and accurate kitchen plan. Placing an order for a kitchen installation service is only possible after a pre-installation visit.

6.3.1 Before kitchen installation

Date and time of kitchen installation

When placing your order, you pay for the entire kitchen, including delivery and installation service. A preliminary installation date is also agreed upon. This date is approximate and may be adjusted by IKEA.

The final date will be confirmed by the Service Provider to the Customer by email to the email address provided by the Customer, maximum 15 working days (3 weeks) after payment for the kitchen installation.

If the service date agreed upon by the Customer and the service provider no longer suits the Customer, or if the Customer wishes to cancel the service, the Customer must contact IKEA at least five business days before the agreed date to arrange a new date, subject to availability. The date can be delayed by a maximum of 12 weeks, starting from the originally scheduled installation date. If the kitchen installation is postponed by more than 12 weeks, the order will be canceled, and the Customer will have to place a new order.

Services canceled more than 5 business days in advance will be refunded to the original payment method. Services canceled less than 5 business days in advance will be refunded 50%. 

IKEA will do its best to create the desired kitchen within a reasonable timeframe. However, they must also consider any operational delays. In the event of problems and/or limitations or delays, IKEA or the Service Provider will contact the Customer to reach an agreement.

The Yard

The goods to be installed will be delivered by an IKEA subcontractor to the Customer's specified address around ten days before the scheduled kitchen installation. The general terms and conditions of Chapter 2 apply. 

The Customer must ensure that these are stored in a dry and clean space next to the Site so that the Service Provider can install the kitchen smoothly.

IKEA insists that the kitchen can be installed at a site that fully complies, on the one hand, with the specific kitchen plan drawn up and, on the other hand, with the usual technical requirements for proper installation, including finishing, accessibility, and utilities for such an installation. For example, the site must be clear and windproof, the walls and floor must be completely dry, straight and level, the utilities must be adapted to meet the requirements in the 'overview of technical requirements for kitchen installation' document that was provided to the Customer by the IKEA kitchen specialist, and any comments from the Service Provider in the pre-installation visit report must also be taken into account.

If the Yard does not meet all of the conditions listed above, IKEA and the Service Provider reserve the right, but are not obligated to do so, to refuse or suspend the work in whole or in part until the conditions are met. In that case, the Customer will owe IKEA a lump sum compensation equal to 50% of the total price of the kitchen installation (excluding 21% VAT).

While the home service provider will do their best to minimize disruption during installation, the customer can expect some inconvenience for the duration of the kitchen installation. IKEA and/or its subcontractors are in no way liable for any adverse consequences and/or costs. 

6.3.2 During the kitchen installation

Customer's Presence

The Customer (or an authorized Adult) must be present at the start and completion of the kitchen installation, including for access to the Site and signing the report (see below).
The Customer (or an authorized Adult) must be available for any questions throughout the entire kitchen installation process.

Course and contents of the kitchen installation

On the agreed day and time, the Service Provider will present itself at the location communicated by the Customer to IKEA when placing the order.
To allow the Service Provider easy access to the equipment in their van, the Customer must provide a 15-meter-long parking space within a maximum of 25 meters of the front door.
The Service Provider may refuse service if this is not in order upon arrival.

To ensure the safety of the Service Provider and the Customer, there must be unobstructed access and working space for the Service Provider. IKEA and/or its Subcontractors are in no way liable for any adverse consequences and/or costs.
If access to the site does not meet the aforementioned conditions, IKEA and the Service Provider reserve the right, but are not obligated to do so, to refuse or suspend the work in whole or in part until the conditions are met. In that case, the Customer will owe IKEA a fixed compensation equal to 50% of the total price of the kitchen installation (excluding 21% VAT). The Service Provider may refuse the service if this is not in order upon arrival.

The Service Provider will:
Assemble the IKEA products, position them in the room, and attach them as described in the plan. This may include: rails, legs, spacers, cabinets, interior fittings, doors, drawers, handles, cover panels, decorative moldings, crown molding, pre-cut laminate, and wooden countertops.

Install IKEA kitchen cabinet lighting with cord management (no wiring, plug only). 

Install and connect the appliances supplied by IKEA (provided the utilities are compliant). Non- IKEA appliances can be installed as an additional cost; see below.
Fill the joints and finish recesses
Ensure the site is tidy and clean and is left free of waste (packaging). Removal of construction waste is not included and is the responsibility of the Customer.

Additional work 

Additional work refers to services, materials, and labor that fall outside the scope of work specified for IKEA kitchen installations for IKEA customers. Additional work is not included in the cost of the IKEA kitchen installation service.

All agreements made between the Customer and an IKEA Subcontractor for the request of any additional work shall be considered a private agreement between the Customer and the IKEA Subcontractor, independent of IKEA. IKEA shall not be liable for any additional work that falls outside the scope of work agreed upon with the Customer. IKEA makes no representations or guarantees regarding additional work, nor will IKEA provide any support whatsoever in the coordination, management, payment, or execution of additional work. IKEA assumes no liability for any damages, liabilities, costs, actions, or proceedings of any kind arising from the completion of additional work.

If IKEA provides information about prices and conditions for additional work, these are purely indicative and are entirely without obligation.

6.3.3 After the kitchen installation

The kitchen installation report

Upon completion of the kitchen installation, the subcontractor will review the handover report with the Customer. This report will be signed by both parties. If the Customer fails to be present (or at least represented), the handover report will be prepared and signed by the installer. This handover report will serve as conclusive proof of the handover and the factual elements included in the handover report.

The Service Provider will do their best to finish the kitchen from the first attempt. If this is not possible due to circumstances, this will be noted in the delivery report. IKEA will contact the Customer after installation and make arrangements for the finishing touches.

VAT

Under certain conditions established by law, a Belgian customer may benefit from a reduced VAT rate (6% instead of 21%). Meeting the conditions for benefiting from this rate is the customer's sole responsibility.
Until payment is made, the standard rate (21%) will be applied. If requested, an adjustment will be made for goods and services eligible for the reduced rate (6%). Upon receipt of the complete documents, the difference will be refunded to the customer by bank transfer (cash payments are not accepted) within 10 weeks.
The Customer must submit the application within 3 years of purchasing the kitchen installation.

6.3.4 Other

By paying for the kitchen installation, the Customer acknowledges and accepts IKEA's general terms and conditions. 

7. Privacy

IKEA Privacy Policy

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 20:00 Monday to Saturday (21:00 on Friday):  

• by phone: +32 (0)2 719 19 19

• 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: 2026-03-16

IKEA Family Terms and Conditions

Welcome to IKEA Family, where home ideas are brought to life, your way!

They say you can’t choose your family, but everyone is invited to ours! Whether you’re taking on the DIY project of your dreams or just want to feel happier in the space you call home, IKEA Family is here to give you a helping hand. Let’s bring your ideas to life.

1. Who are we?

We are Ingka Group, a franchisee of Inter IKEA Systems B.V., operating digital and physical IKEA sales channels across the world. You can read about us more at www.ingka.com.

The Ingka Group companies that are a party to these Terms and Conditions are:

IKEA Belgium N.V./S.A. a Belgian limited liability company
Company registration no BE 0425 258 688
Weiveldlaan 19, B-1930 Zaventem, Belgium

and

Ingka NB AB
a Swedish limited liability company registered with the Swedish Companies
Registration Office (Sw. Bolagsverket) under number 559487-7051
Registered address at Älmhultsgatan 2, 215 86 Malmö, Sweden
VAT number SE559487705101

2. The legal bits

When you create an IKEA Family Account you enter into an agreement with IKEA.

These terms and conditions (“Terms and Conditions”) form a legal agreement between you (we will refer to you as the “user” or “member”) and (i) IKEA Belgium NV, Weiveldlaan 19, 1930 Zaventem Belgium (“IKEA Retail”) and (ii) Ingka NB AB (“INBAB”).

IKEA Retail and INBAB offer IKEA Family and provide the IKEA Family account together and are hereinafter referred to as “IKEA”, “we”, “us”. However, each of the entities above has distinct responsibilities and liabilities under these Terms and Conditions, and this will be made clear from the context in which they are used in these Terms and Conditions. 

IKEA Retail is solely responsible for:

• retail sales of products and services via the following channels: store, retail web and retail app, selling via the IKEA customer support, and 
• all thereto connected IKEA Family services, benefits and rewards except for the Marketplace (see below).
• content moderation for retail sales reviews,
• handling of any complaints regarding the retail sales of products and services including functioning of the IKEA Family Account,
• handling of complaints regarding the IKEA Family services, benefits and rewards except for the Marketplace (see below). 

INBAB is solely responsible for:

• the operations and services provided via our second-hand product marketplace https://secondhand.ikea.com/be/en (”Marketplace”) and acts as the sole provider of this Marketplace,
• content moderation of the Marketplace,
• handling of complaints regarding the operations of and services provided through the Marketplace.

This means that IKEA Retail is not responsible for the operations of or service provided through the Marketplace and that there is no contractual relationship between you and IKEA Retail for your use thereof. 

These Terms and Conditions govern your use of your IKEA Family account (the “Account”) and thereto connected services, benefits and rewards. All activities connected to your Account (and your IKEA Family membership card whether digital and/or physical) are governed by and provided in accordance with these Terms and Conditions, so please make sure that your read through before you sign up. 

You have right to withdraw from the agreement on your participation in IKEA Family – the detailed information on the above right is included in Appendix 1 to these Terms and Conditions.

We reserve the right to update and modify IKEA Family from time to time, including the services, benefits and rewards as well as these Terms and Conditions for valid reasons, such as changes in the provisions of law, service scope adjustment, technical updates, or other important operations if applicable to these Terms and Conditions. We will notify you at least thirthy (30) days before any such changes become effective and none of these changes will affect your preexisting rights. If you do not wish to accept the changes, you must stop using IKEA Family before the effective date of the changes, which you may do without incurring any costs. Any use of IKEA Family after the effective date shall be deemed to constitute acceptance by you of the amended Terms and Conditions. 

3. Contacts and complaints

We’d love to hear from you! Here are some ways you can contact us.

If you have feedback, comments, complaints or questions regarding IKEA Family and the services, benefits and rewards (except for the Marketplace), your Account or these Terms and Conditions, please contact IKEA Retail customer service online via : Contact us - IKEA - IKEA -  or by phone +32 2 719 19 19 for Belgium or +352 2 700 12 70 for Luxembourg.

If you have specific questions, comments or complaints in relation to the use of the Marketplace please contact INBAB via the support chat on the Marketplace secondhand.ikea.com/be/en/customer-support/. 

When filing a complaint, please provide your first and last name, address, the reason for the complaint and preferred contact method. We will respond to your complaint within 14 days of its receipt.

4. The IKEA Family Account

The IKEA Family Account is available to individuals that are 18 years or older and is for personal use only. You are responsible for all activities on your Account.

To join IKEA Family, you must be at least 18 years old, be resident in Belgium or Luxembourg and have a valid email address that your Account will be tied to. The email address needs to be validated within seven (7) days. The Member will receive an email directly after the creation of their Account in order to verify their email address. If the email address is not verified, IKEA reserves the right to delete the Account. The holder of the Account must also be the holder of the verified email address; otherwise, IKEA reserves the right to delete the Account.

IKEA Family is intended for private use only, so you are not allowed to create an Account on behalf of a company (we invite companies to join our IKEA Business Network instead). We only allow you to have one valid Account at a time and your Account and connected IKEA Family membership card (whether digital and/or physical) are personal and you cannot transfer it to another person. If the application is illegible (if you use a physical form) or otherwise incomplete, we may not be able to register you as an IKEA Family member. The membership is free of charge.

The physical card (if you have one) is the property of IKEA and if you lose it you must immediately report it to [email protected]. The IKEA Family membership card is not a payment card.

We trust you to keep your email address, contact details and communication preferences up to date and you can update your information at any time by logging into your Account. You are responsible for all activities that occur on your Account and for maintaining the confidentiality of your password.

Creating an Account means that we will collect and process your personal data. Please read the IKEA Family Privacy Notice for more information.

You are responsible for all User Content (as defined below in section 7 below), including reviews, published listings and any actions that happen under your Account as well as for all products listed sold and transferred by you to buyers on the Marketplace. IKEA is not responsible for any dispute or claim that you may have relating to another user of the Marketplace nor for any tax liabilities or reporting obligations that may apply to you as a user of the IKEA Family services, benefits or rewards.

Only purchases made in Belgium can be connected to the IKEA Family Account.

5. Services, benefits and rewards

When you're a member of IKEA Family, you get the tools, support, and benefits you need to make your home improvement plans a reality. To make sure you never miss out on your instant benefits and rewards, always remember to log in or scan your IKEA Family membership card at check-out. 

We offer a great variety of services, benefits and rewards to our Family members and we are constantly working on new services, incentives and offers to be added to IKEA Family. To enjoy all of this, you must identify yourself as an IKEA Family member and you can do this in the following ways: in our stores you can use your IKEA Family membership card – digital or physical - or identify with your phone number. On our website ikea.com/be on the Marketplace and in the IKEA app you identify by logging in to your Account with your email address and password (or other available log-in options that may be offered from time to time).

Please keep in mind that the IKEA Family services, benefits and rewards may change over time and are subject to availability. Such changes will not affect your preexisting rights. Current and up-to-date IKEA Family services, benefits and rewards are always made available on our website. Benefits communicated individually (including tailored offers) may be available only to selected members based on certain individual criteria established by IKEA (e.g. interests). Individually communicated benefits are non-transferable unless otherwise stated. Here are some key benefits that may be available to you as an IKEA Family member:

A. Member discounts

From time to time, we will offer member discounts on certain items, product categories, services or food. The discounts are time limited offers for which specific conditions may apply, and they are always subject to availability. These offers do not apply to items in our Second chance section in store.

B. Free hot drink

We offer all IKEA Family members a daily free hot drink (tea or coffee) everyday in the IKEA restaurant (excluding bistro).

C. Just-in-case protection

We know that things can go wrong. If your new IKEA product is damaged when you bring it home or during assembly, we will take it back or replace the damaged component(s), provided that you return the product within 14 days from the date of purchase. The just-in-case protection doesn’t apply to damage caused by a third-party transportation company or third-party assembly service provider. It only applies to purchases that you have made as an identified IKEA Family member. This protection is without prejudice to your statutory rights (like warranty claims and protection against faulty goods, if applicable).

D.  Invitation to workshops, events and previews;

From interior design workshops to previews of new collections. During IKEA Family events and workshops, we share our knowledge and skills in home furnishing.

E. 10% extra on buy back services

As an IKEA Family member, you receive an additional 10% compensation when you return your old IKEA furniture.

F. Free cake for birthday

As an IKEA Family member, you enjoy a special gift in your IKEA Restaurant on your birthday.

G. Exclusive access to Birthday parties

Celebrating your child’s birthday with us is possible thanks to your IKEA Family card. At the same time, you support our ‘Welcome Home’ programme, which helps the most vulnerable single-parent families.

H. Småland loyalty cards

IKEA Family members get one stamp per child playing in the Småland, with a maximum of one stamp per child per day. Multiple children from the same family can save together on one loyalty card. When the loyalty card is complete (five stamps), the child is entitled to a gift. The gift may vary by store and over time. A maximum of one gift will be given per full loyalty card.

I. Digital receipts

When you make a purchase from IKEA Retail as an identified IKEA Family member, we will store the digital receipt and your transaction history for a minimum of three (3) years from the date of your purchase. While we wish we could promise that we will always have your receipts, we know that there may be technical failures affecting the traceability of the digital receipts (this will not affect your preexisting rights under IKEA Family). Nevertheless, we encourage you to maintain adequate proof of purchase. We also  store receipts for purchases made in our restaurants, cafés, bistros, Swedish Food Market or for unpaid orders. 

J. Rewards from IKEA Family 

As an IKEA Family member, you collect points with your IKEA purchases that you can use to choose a reward. To enjoy points, you must have an active Account with the possibility to login on our website. Please note that you cannot collect IKEA Family points on purchases that you make as a member of the IKEA Business Network, as you cannot benefit from both programs at the same time.

a) How do I collect points?
You collect points on all your purchases from IKEA Retail in the country where you reside (currently, it is not possible to collect points if you shop with IKEA in another country), whether you buy products or services, online or in physical stores, and when you shop in our restaurants and the Swedish Food Market. The only purchases that don’t entitle you to points, are gift card purchases, purchases made on the Marketplace and purchases made as an IKEA for Business member (as explained above you need to choose whether the purchase should be registered with your Account or your IKEA Business Network Account). You can also collect points on a weekly basis by interacting with IKEA in any of the following ways:

• Logging in to your Account on the web or app : 1 point
• Creating a wish list and saving it on your Account : 2 points
• Create a gift registry : 2 points
• Share a gift registry : 2 points
• Create and save a design with a kitchen planner : 5 points
• Registering for and attending an IKEA event (not limited to once a week); 20 points
• Book and attending planning appointment: 25 points

Please note that you can only receive points for these interactions once a week for each type of interaction. As an example, you may log in to your Account several times in the same week, or create several wish lists, but you will only receive points the first time you login and for the first wish list you create. When it is Monday again you can receive new points for the same type of interaction.

You can earn points once, when you create an account : 5 points

Detailed information about the exact number of points that can be collected on purchases and interactions can be found on your Account, through our website or app. IKEA Retail reserves the right to change the number of points that can be collected for purchases and interactions as well as to change the interactions and purchases that allow members to collect points. Information about such changes will be found on your Account. These changes will not affect your preexisting rights.

To earn points for purchases and interactions online, you must be logged in to your Account; and for purchases and activities in the store, you must present a physical or digital IKEA Family membership card or identify yourself as a member in another approved way (e.g. through your phone number). If you don’t identify yourself in a purchase or interaction, you will not be able to do so later, even if you have a receipt or other evidence of the purchase or interaction. The identification is important since, for technical reasons, it is not possible for us to assign points to IKEA Family members who were not identified at the time of purchase or interaction.

You earn one reward point for every 5 EUR that you spend.

If you earn points for a purchase, but then return the purchased item(s), we will deduct points from your point balance, based on the value of the returned item(s). If you return purchased items from different purchases, the deduction of points will be considered using the total amount of the return. If you return an article that had a product reward applied in the purchase, you will not be refunded that part of the reward.

You earn one point for every 5€ that you spend, which means that you may end up with fewer points if you make a purchase and then return one of the purchased items, compared to if you had made the same purchase without this particular item. The return of an item could also lead to a negative point balance on your IKEA Family Account. Please note that in case of a negative point balance, IKEA will not make any claim against you, nor are there any obligations associated with it. Points are not refundable or transferable and cannot be exchanged for money. They can only be used as exchange for various rewards that are made available through IKEA Family. Points are valid during a period of 18 months from the date the point is granted to your Account. After this date the points will automatically expire, but don’t worry – we will remind you several times to make sure you can spend them before they expire).

You can see how many points you have collected, the expiration date of your points as well as the available rewards, on your Account. Points will appear on your Account at the latest 48 hours after completing a purchase or interacting with the IKEA tools and services. Please note that the purchase is not complete until all products in your order have been delivered to you.

b) How can I use my points?
When you have collected enough points and those points have been registered on your IKEA Family Account (which can take up to 48 hours), the rewards will automatically unlock so they can be chosen in your IKEA Family Account. If you find a reward that you like (and assuming you have enough points) you can choose to redeem the reward. The required number of points will then be subtracted from your point balance, and you will receive an email with a code confirming your choice. After selecting the reward, it will not be possible to return it and receive the corresponding points again.

You can use the voucher code on our website, in the IKEA app, in-store or by contacting the Customer Support Centre. Only one voucher code can be used online and in the IKEA app. However, multiple codes/rewards can be used in-store and when contacting Customer Service. The voucher can only be used once, and will expire if it is not used within thirty (30) days from the day it was redeemed. This means that the voucher is forfeited as soon as it has been used and unfortunately, for technical reasons, this will apply even if the order is later cancelled by you.

c) What different rewards can I have?
Below are some examples of rewards that you can choose with your points:

The rewards available may change over time based, among other reasons, on availability of products and services in our stores but also on customer interests and needs. This means that we cannot guarantee that a specific reward is available at the time you wish to use it. Currently available rewards and the number of points required for each of them, as well as the instructions for choosing and selecting a reward, are available in your Account. Once the points have been used to select a reward, they will no longer be available in your Account and the reward cannot be refunded or returned. Points can only be used to redeem rewards and cannot be used as partial payment for the purchase of items or services. IKEA Family rewards do not apply to local express deliveries.

K. The Marketplace

a) What is the Marketplace?
All IKEA Family members are invited to use the online marketplace for second-hand IKEA products, made available at secondhand.ikea.com and operated by INBAB (the “Marketplace”). IKEA Retail is not responsible for the provision of any services on the Marketplace or its operations.

The Marketplace is provided as a service to IKEA Family members and is a place where IKEA Family members interested in buying or selling genuine second-hand IKEA furniture  and home furnishing accessories (not counterfeit or replica items), with the exception IKEA Food products, home appliances (such as refrigerators, ovens and air purifiers) and mattresses (the “Products”), can connect and make transactions. All Products much be safe and in usable condition (i.e. fit for the purposes for which goods of the same type would normally be used). When using the Marketplace, buyers and sellers enter into a contract for the sale and purchase of Products directly between themselves, and neither INBAB nor IKEA Retail is a party to such sale or purchase.

b) Selling an item on the Marketplace
You can sell any Product on the Marketplace with the exception of Products that have been subject to a product recall. Information about dangerous products in Belgium can be found on Prohibited Appliances | FPS Economy. You are not allowed to use the Marketplace to sell non-IKEA products, and you can only list products that you actually own or have a right to sell.

If you want to list a Product for sale, you should use the search catalogue available on the Marketplace and type in the name of the product or use the image search. After choosing the product from the list, you must upload at least two photos of the Product and answer a series of brief questions about the condition, quality and appearance of the Product (including any defects or alterations). Make sure that your photos accurately represent your Product and that you give true answers to the questions. If your listing is somehow misleading, this may trigger the Buyer Protection (see subsection d) below) and the buyer may be entitled to a refund. Certain information from the IKEA product catalogue will be automatically added to your listing such as product measurements, product description and sometimes product materials and care and assembly instructions. If you cannot find the product in our catalogue, it could be because you have an old IKEA product that is not in our digital library. If this is the case, you will have to create a custom item listing which will be subject to manual review.

All photos uploaded must comply with the following requirements:

• The IKEA Product must be in focus and represented as accurately as possible.
• The photos must clearly show all Product defects or damages.
• Avoid including non-IKEA products in the photos.
• Do not include people in the photos.
• Do not include abusive substances in the photos such as alcohol, cigarettes etc.
• Do not include religious or political messages in the photos such as big signs, posters or symbols.

You also need to provide information on where the Product can be picked up. This can be your home, a public place, outside of the nearest IKEA store (e.g. parking) or somewhere else that you find suitable. Unless you actively propose another pick-up address, the buyer will see the address that you have registered on your IKEA Family Account. INBAB does not participate in any pick-up arrangements between the buyer and the seller.

All listings are reviewed by the automatic moderation system on the Marketplace to verify compliance with these Terms and Conditions. If the content is flagged by the system, a human moderator will review the listing and will contact you via the Marketplace chat function (with an email notification sent to your email address) to explain the issue and the required corrections. You will be asked to update the listing via the Marketplace chat function after which it will be reviewed by the moderator. You will have thirty (30) days to update the listing. If you fail to update the listing within the given timeframe and/or your updated listing is not in line with the above requirements, the moderator will remove the listing. Non-approved listings that remain unresolved will be permanently deleted from the system on a monthly basis (30 days from their submission).

The Marketplace will generate an automatic price recommendation for your Product based on a fair value, considering things such as the condition and quality of the Product and the original retail price for the Product. You can choose to use the recommended price or set your own. Please keep in mind that INBAB makes a price recommendation and that there may be buyers who are willing to pay more, or less, for your Product. Please note however that the maximum price that you can apply to your Product is EUR 1,995. There is also the option of giving your Product away for free, which means you will not receive any financial compensation for your Product.

As long as a buyer has not reserved your listed Product by paying for it, you can withdraw your listing at any time. The price is agreed between yourself and the buyer without any involvement from INBAB. 

When the buyer has reserved the Product, the payment is held by our payment service provider until the Product has been picked up by the buyer, and for an additional period of 48 hours from the moment the buyer confirms – by clicking the “accept” button (or similar) in buyer’s Account. By clicking the “accept” button, the buyer confirms that the Product has successfully been picked it up or received from the seller. 

After the expiry of the 48 hours, the payment will be released to you and will appear in your cash balance (e-wallet) on the Marketplace. If, within the 48 hours, the buyer initiates a refund request, the release of the payment will be suspended until INBAB decides on the refund request – the detailed rules regarding the Buyer Protection procedure are found in the specific Buyer Protection Policy available here.

The buyer has access to a “cancel” button within the Marketplace, which can be used to cancel the purchase at any time before the Product has been accepted (i.e. before clicking the accept button). This option is available if, for example, the buyer is unable to arrange a pick-up with you. As a seller, you don’t have a cancel button. However, you may contact the Marketplace customer support to request cancellation of the purchase. This may be needed if, for example, you have already sold the Product on another marketplace or if the buyer fails to pick-up the Product.

If, the buyer fails to confirm the receipt of the Product, you should contact the Marketplace customer support and they will remind the buyer to confirm the acceptance of the Product on the Marketplace. If you don’t contact customer support to request the payment to be released, the payment will automatically be refunded to the buyer after ninety (90) days.

As a seller, you will receive the payment to your Marketplace account balance (e- wallet). Whenever you want, you can request the total balance of your e-wallet to be paid out to you, either through a bank transfer of the full amount, or with a 15% top-up in the form of an IKEA digital refund card. The IKEA digital refund card is only available as an option if the value of your e-wallet is below  €2.500 Please be aware that you cannot split the payout and that your total e-wallet account balance will be paid either as a bank transfer or as a digital refund card.

If you choose bank transfer, our payment service provider will require certain KYC (know-your-customer) information from you before they can make the first pay-out (please see more information in Section f of these Terms and Conditions). You may be requested to provide such information on a regular basis to the payment service provider. If you choose the digital refund card it will be sent to the email address that you have used to register your IKEA Family Account and can be used in IKEA stores and on ikea.com but not for purchases on the Marketplace. Please also note that if you go for the digital refund card option, this will be considered as a separate purchase from INBAB and is subject to your statutory withdrawal right. If you wish to exercise this right, you must contact the Marketplace customer support within fourteen (14) days, and your cash refund will correspond to the purchase price, excluding the 15 % top-up. The detailed terms and conditions for the use of the digital refund card (e.g. expiration date and territory restrictions) are available here. 

c) Buying an item on the Marketplace
To purchase a listed item, you add the Product to the cart, proceed to checkout, select a payment method and complete the payment. The Product is then reserved for you and the payment is held by our payment service provider, as a buyer protection measure, while you arrange for pick-up with the seller. INBAB is not responsible for arranging any shipping or delivery of your purchased Product. The payment is released to the seller 48 hours after you have clicked the accept button for the Product in your Account. Clicking the accept button means that you confirm that you have successfully picked up the Product or received it from the seller. You must accept the Product in your Account as soon as you pick it up. The seller may ask you to do so in connection with handing over the Product to you.

You can use the bidding functionality to propose another price than the price offered by the seller. A bid is only valid for twenty four (24) hours and only becomes binding when it is accepted by the seller.

For each transaction, you will pay the following:

1. Purchase price of the Product (or the price agreed with the seller if the bidding functionality is used); 
2. Shipping costs (if any); and
3. The Buyer Protection fee equal to 5 % of the purchase price.

Keep in mind that you are not purchasing anything from neither INBAB nor IKEA Retail, but from another IKEA Family member acting as a consumer. This means that consumer protection legislation doesn’t apply and that you have no legal right to return the Product and get a refund under applicable consumer protection legislation. The statutory right to withdraw from a distance sale contract doesn’t apply to transactions between consumers. 

d) Buyer Protection
INBAB offers buyer protection services on all purchases, which is a purchase support designed to give buyers peace of mind when shopping (the “Buyer Protection”). Information on how the Buyer Protection works is set out in the specific Buyer Protection Policy which is available here.

Buyer Protection is a mandatory feature of the Marketplace. It means that all transactions are covered by Buyer Protection, with the exception of Products that a seller chooses to give away for free. Please be aware that if a seller and a buyer make payment arrangements outside of the Marketplace, they will not enjoy the benefits of the Buyer Protection. The buyer protection fee (5% of the agreed Product price) is automatically added on all purchases and includes:

• Listing reviews: INBAB ensures that only authentic IKEA Products in usable condition are listed for sale on the Marketplace.
• Seller verification: The Marketplace is exclusive to IKEA Family members.
• Secure payments: All payments go through our payment service provider, which limits the risk for fraud and scams. The payment service provider holds the money for an additional 48 hours from the moment the buyer has accepted the item in the buyer’s Account.
• Dispute resolution and refund: It is the buyer’s responsibility to thoroughly inspect the Product when picking it up. However, if for any reason – and within 48 hours from clicking the “accept” button – the buyer later discovers that the Product significantly differs from the information in the listing, the Buyer Protection allows the buyer to send a refund request to the Marketplace customer support. The Buyer Protection may entitle the buyer to a refund of the Product purchase price, the buyer protection fee and the delivery fee (if any).

Buyer Protection is designed to make buyers and sellers feel safe, but it works alongside – not instead of – their existing legal rights. This means that sellers and buyers keep all their statutory rights under applicable law, and that our decision doesn't affect their ability to pursue other remedies available to them by law.

INBAB provides the Buyer Protection to help resolve issues quickly, but INBAB doesn’t become a party to the transaction. The buyer and seller still maintain their direct relationship regarding any return arrangements not covered by the Buyer Protection.

e) Taxes
INBAB is responsible for any tax obligations that it may have as an operator of the Marketplace. INBAB will not be liable for any tax obligation incumbent on you as a user of the Marketplace, in particular, for any taxes arising from your purchase or sale of Products. By agreeing to these Terms and Conditions you confirm that you are responsible for filing the relevant tax returns and paying the relevant taxes arising from your purchase or sale of Products on the Marketplace. You also undertake to provide INBAB with any information it may be requested to collect from you for the purpose of complying with INBAB’s own tax and/or financial reporting obligations to the relevant authorities.

Please note that INBAB has an obligation to annually give a statement of earnings and deductions to the tax authorities for all individuals that have carried out thirty (30) or more transactions or sold for an annual value of more than 2000 EUR on the Marketplace. When you create your 30th listing, or post a listing that, if sold, will lead to your annual sales on the Marketplace exceeding 2000 EUR, INBAB will send you a request for the needed information (e.g. full name and address, date of birth and tax registration number or place of birth) to ensure that INBAB will be able to comply with its obligations towards the tax authorities. If you don’t respond within the specified time, INBAB will temporarily suspend you from the Marketplace until you have provided INBAB with the requested information.

f) Payment
INBAB uses an authorized third party payment service provider (“PSP”) to process online payments for the purchases made on the Marketplace. The PSP offers one or more payment methods, such as debit/credit card, direct bank transfer, online payment initiated through the PSP or digital wallets (such as Apple Pay and Google Pay). The PSP holds the money and releases it to the seller when the buyer has accepted the Product, and also manages refunds to eligible buyers. INBAB doesn’t handle any payments itself and doesn’t have access to the funds to be paid by the buyer. The available payment methods are displayed at checkout. For the Marketplace, Stripe is the PSP (see www.stripe.com).

The provisions below do not affect, limit or exclude the statutory consumer protection provisions applicable to you.

The PSP may require you to provide certain information to comply with legal or regulatory obligations, including anti-money laundering and identity verification requirements. You acknowledge that providing such information may be necessary to receive payment. By using the Marketplace, you also agree to comply with the applicable terms and conditions of the PSP available Consumer Terms of Service and the selected payment method, including, for the Marketplace, the Stripe Connected Accounts Agreement (https://stripe.com/en-se/legal/connect-account) as amended from time to time. 

To the maximum extent permitted by applicable law, INBAB is not responsible for any delays, failures, or issues related to the payment services provided by the PSPs or payment method. 

All payments for Products sold on the Marketplace must be made through the payment options provided. It is strictly prohibited to request or propose payment through any other means.

To the maximum extent permitted by applicable law, INBAB reserves the right to pause payments, suspend your Account, or take other appropriate action if you fail to comply with this subsection (f) or the applicable terms and conditions of the PSP or payment method available Consumer Terms of Service. Fraudulent, suspicious, or unlawful activity may also result in your Account being suspended and reported to the relevant authorities. Please note that a decision to suspend your Account is always made by INBAB and IKEA Retail together, as it will affect your other rights and benefits as an IKEA Family member.

To the maximum extent permitted by the applicable law you are solely responsible for any losses, disputes, chargebacks, or other liabilities arising from fraudulent or unauthorised transactions made through your Account. INBAB may recover such amounts from you, including by offsetting them against any current or future payments due to you.

You may not use the Marketplace or payment services for any activity that is illegal, deceptive, or otherwise restricted under the PSP’s or payment method rules. A list of restricted activities may be found on the providers website Prohibited and Restricted Businesses | Stripe or provided upon request.

You acknowledge and agree that INBAB may share your information with the PSP, payment method provider and relevant authorities for the purposes of fraud prevention, compliance with agreements and legal obligations, processing of personal data and payment processing. In addition, you acknowledge and agree that INBAB may take certain actions in relation to the payment processing in order to fulfil INBAB’s legal obligations. 

6. Ratings and reviews

You can rate and review IKEA products and services on IKEA.com/be, as well as other IKEA Family users on the Marketplace. If you choose to do so, we expect you to do it in a kind and constructive way. You also accept that others can rate you and share reviews of their experience of buying from or selling to you on the Marketplace. IKEA may remove reviews if we find them illegal or inappropriate.

As an IKEA Family member, you may receive a proposal from IKEA Retail to share your experience of purchasing from IKEA Retail and using our products and services, to be posted on our website, Marketplace and the IKEA app. Please note that your review should only relate to the features and properties of our IKEA products and services. You acknowledge and agree that your ratings and reviews will be published anonymously but with an abbreviation of your name or a nickname, such as only the first name or initials.

All buyers on the Marketplace will have the opportunity to rate and review the sellers that they have engaged with, once the transaction has been completed. By using the Marketplace, you acknowledge that you are solely responsible for the ratings and reviews that you give, and that other buyers will be able to rate and give a review of you. The statements, information and ratings contained in any such review must be fair and honest (and comply with section 7 below) and are solely the opinion of the one submitting the review. 

IKEA is under no circumstances liable in any way for the content of the ratings and reviews, including, but not limited to, errors, omissions, or defamatory statements in such reviews or for any loss or damage of any kind that you may incur as a result of someone’s review. 

You have no right to remove or correct a review that another IKEA Family member has made about you. However, if you find a specific review about you to be incorrect or unfair, you can reach out to the Marketplace customer support to give your explanation. IKEA reserves the right to decide on any corrective measures of specific reviews. We also reserve the right to not publish or to later delete (in whole or in part) reviews that are in breach of applicable legislation or violating these Terms and Conditions (according to section 7 below).

7. User Content and messages

Don’t publish or message anything that is illegal or confidential and remember to only upload photos that you have a right to share. IKEA has a right to use all User Content for its own business-related purposes. If you see any inappropriate content uploaded by someone else, please report it to us.

When you use the Marketplace and interact with INBAB and other IKEA Family members, or if you publish a review on www.ikea.com/be, you will upload photos, write descriptions, comments, messages, ratings and reviews etc. and otherwise create different type of content (all such content hereinafter referred to as “User Content”). You hereby acknowledge that you are fully responsible and liable for all User Content that you publish, and specifically agree to:

a) not share User Content which is illegal, harmful, threatening, abusive, harassing, tortuous, defamatory, vulgar, obscene, that may be invasive of another’s right of privacy or publicity, is racially or ethnically hateful, or otherwise objectionable;

b) only share User Content that you have a right to share (i.e. don’t share any information that you have an obligation to keep confidential);

c) not share User Content (e.g. photos of or information) about someone else (except within the context of ratings and reviews on the Marketplace), unless you have secured that you have that person’s consent to share the information;

d) not share User Content (especially photos) that infringes any patent, trademark, trade secret, copyright or other intellectual property or proprietary rights of any party;

e) not use the comment and/or discussion possibilities in a way that adversely affects the usability of the Marketplace for other users (e.g. shouting BY USING ALL CAPS, or flooding the Marketplace by listing the same Product repeatedly); and

f) not use the Marketplace for the purpose of promoting your religious beliefs or political opinions, sending unwanted emails, comments or other content (“spam”) and other types of unsolicited advertising and solicitation.

IKEA reserves the right to block or remove, at any time and after having issued a prior warning, User Content and Accounts that contain content which is in violation of these Terms and Conditions or applicable law.

To the maximum extent permitted by law, you hereby grant to IKEA a non-exclusive, worldwide, royalty free, perpetual license to use and modify such User Content (except for messages), and create, use and dispose of derivative works created based on the User Content, for any purpose (especially for promotional and marketing purposes), including a right to reproduce, manufacture, copy, adapt, crop, modify, shorten or combine with other material, translate, perform, display, publish, sell, broadcast, transmit, or communicate to the public by any means and in any media whether now known or unknown and to distribute your User Content. 

Although we do our best to review User Content, you understand and agree that you may be exposed to User Content that is inaccurate, objectionable, inappropriate or otherwise unsuited to your purpose. If you identify any conduct or User Content of a fraudulent, offensive, illegal or abusive nature, please report it through the available support chat so that IKEA can, where appropriate, take the necessary measures to ensure that our website, IKEA app and Marketplace are safe spaces for our IKEA Family members. As explained in section 8 below, all User Content is subject to content moderation.

Messages that are exchanged between buyers and sellers on the Marketplace are not private and shall be exchanged only for the purpose of the transactions. They are subject to moderation by INBAB to keep the Marketplace secure. INBAB may also access the messages in case of disputes between Marketplace users.

8. Content moderation

We want to keep our online spaces friendly and free from harmful content and will take various actions to secure that this is always the case.

We use manual and automatic intervention to ensure that content on our website, IKEA app and Marketplace do not violate laws or these Terms and Conditions. We also offer the ability for users of the Marketplace to report issues directly through the Marketplace or to the Marketplace customer support. We determine the appropriate actions for moderation on a case-by-case basis.

9. Things we ask you not to do

Let’s work together to ensure that IKEA Family is a safe space for everyone loving IKEA. You cannot misuse or tamper with our website, app or Marketplace and you need to treat other IKEA Family members with respect.

We know it might seem obvious, but when using the IKEA Family services, benefits and rewards, you must comply with applicable legislation and respect these Terms and Conditions. This means, among other things, that you must not:

a) harass, stalk threaten, scam or otherwise intentionally mislead or deceive other IKEA Family members, or copy their photos or other User Content and represent it as your own;

b) misuse or tamper with our website, Marketplace or the IKEA app, or the features and services that you get access to through your IKEA Family membership (e.g. hack our website, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc.) or otherwise mess with our technologies or functionalities;

c) copy or download any content from our websites or apps unless you are expressly authorized to do so;

d) use software and/or data mining tools (including but not limited to crawling and screen taping) on the Marketplace;

e) intentionally or unintentionally violate any applicable local, national or international law, rule or regulation; or

f) use the Marketplace to promote your own business and/or to sell any items or services, whether physical or digital, in breach of these Terms and Conditions.

10. Intellectual property rights

Except for User Content, all content on our websites and apps belong to IKEA or its licensors.

As stated above, you are the holder of all rights in and to your User Content that you publish on our websites, apps or on the Marketplace.

If you find that any content on our websites, apps or Marketplace (whether User Content or otherwise) infringes your intellectual property rights, you can flag the content by contacting us through the relevant support chat. Please note that you should only flag content if you are the rights holder or an agent thereof.

With the exception of User Content, all title, ownership, rights, and intellectual property and industrial property rights in and to IKEA Family, our websites and apps and the IKEA brand shall remain with IKEA, other companies within Ingka Group, our franchisor, Inter IKEA Systems B.V. or our licensors. Your use of any of our IKEA Family services, benefits or rewards does not in any way imply the granting of any rights, authorizations, or licenses of any kind to the IKEA trademark, IKEA logo or any of the content on any IKEA websites or apps.

IKEA reserves the right to take appropriate legal action, including judicial and extrajudicial actions, against you for any infringement of the intellectual and/or industrial property rights owned by or licensed to IKEA or any company in Ingka Group.

11. Third party materials

IKEA is not responsible for links to any non-IKEA websites. If you click on a link that takes you to another website, you do so at your own risk.

When browsing our websites and using our apps, you may find links to other non-IKEA websites or third party content. Links to third party websites and content are provided for your convenience only, and IKEA makes no representations or warranties with respect to any third party websites linked to or from an IKEA website or app. All access to linked third party websites is at your own risk and to the maximum extent permitted by applicable law, IKEA will not be liable in any way for any damages arising from your access to such websites.

12. Interruptions, viruses etc

Our websites, apps and Marketplace might look different every time you visit. We are trying new things to improve the experience, but this also means that our websites, apps and Marketplace may be unavailable at times when we perform maintenance or when something unforeseen has happened.

While we will do our best to ensure the availability and function of all the IKEA Family services, benefits and rewards, interruptions will happen from time to time for both foreseen maintenance and unforeseen events. If possible, we will try to inform you about planned interruptions, and we will plan downtime outside of peak usage hours. To the maximum extent permitted by applicable law, IKEA will not be liable for any losses suffered by the interruption in the availability of our websites or apps, delay or failure to perform resulting from any causes whatsoever.

IKEA cannot guarantee the absence of viruses or other elements that could damage or alter the user’s computer system (both hardware and software) and to the maximum extent permitted by applicable law, doesn’t assume any liability arising from it. It is the user’s responsibility to have appropriate tools for the detection of viruses or any other harmful computer element.

13. Our Termination and Suspension Rights

If we suspect that you are in breach of these Terms and Conditions, we have the right to terminate your IKEA Family Account. In such case, vouchers and reward points may be cancelled. The same could happen if your Account has been inactive for more than three years.

We may terminate or suspend your Account, or restrict access to certain IKEA Family services if (a) your use of the IKEA Family membership is in breach of these Terms and Conditions or applicable legislation; or (b) your use of the IKEA Family membership is fraudulent, unauthorized or abusive of our services, benefits and rewards.

In such instance, IKEA will contact you via email to notify you and to provide you with a clear explanation for the restricted access, suspension or termination of your Account (as the case may be), including the expected period for suspension or restricted access (as relevant). We may also report any breach or illegal activity to the relevant law enforcement authorities and take any necessary action. The payment service provider may also hold payment (in transactions on the Marketplace) in transit if there is a suspicion that you are acting in breach of these Terms and Conditions.

Should you wish to challenge a decision made by IKEA regarding the restriction of your access to any IKEA Family service or the suspension or termination of your Account, you have the option to submit a complaint. You will find information on how and where to submit such complaint in the notification from IKEA. Note that a complaint must be submitted to IKEA within six (6) months from the day you receive the notification.

If we see that you frequently submit notices or complaints that are manifestly unfounded, we may suspend, for a reasonable period of time, and after having issued a prior warning, the processing of your notices and complaints submitted to IKEA. When assessing whether certain behavior constitutes misuse and deciding on the duration of the suspension, we will take into account, among other things, the severity of misuse and the number of notices or complaints submitted by you.

In addition to the above, we may also terminate your Account if your Account has been inactive for more than three (3) years. By inactivity, we mean that you have not interacted with IKEA, such as logged in to your Account, opened our emails or made a purchase which has been registered on your Account.

When your IKEA Family membership is terminated, all rights and obligations under these Terms and Conditions will automatically terminate except for rights of action occurring prior to termination, payment obligations, and sections entitled “Intellectual property”, “Limitation of liability” and “Applicable law and disputes”. If any rewards or benefits awarded to you under these Terms and Conditions are subsequently found to have been issued as a result of or in connection with a breach of these Terms and Conditions or any fraud or unauthorised use of your Account, IKEA reserves the right to cancel or reverse any reward voucher or reward points or other benefit issued to you.

14. Your Termination Rights

We are sad to see you go, but if you really want to leave IKEA Family, you can do so by simply deleting your Account.

If you decide that you no longer want to be an IKEA Family member you can terminate your membership, without cost, at any time by deleting your Account within the Account settings on our website or in the IKEA app or by contacting our customer support team via [email protected] If you do so, you will no longer be able to benefit from the IKEA Family membership and its benefits and rewards. Any benefits accrued at the date of cancellation will be forfeited and may not be redeemed following cancellation. Please note that uninstalling the IKEA app from your mobile device does not mean that you have terminated your Account.

Please keep in mind that the obligations you may have in any ongoing transactions on the Marketplace will remain, even if you terminate your Account, and that you are responsible for e.g. sending a sold Product to the buyer or confirming receipt of something you have purchased. For this reason, we recommend that you make sure all your transactions have been successfully completed before terminating your Account and we reserve the right to deny your termination request until you have completed all pending transactions. User Content that you have created, such as ratings and reviews will not be automatically deleted if you terminate your membership, but will still be published on our websites and app. Please also remember that you are always welcome back to IKEA Family.

15. Limitation of liability

We are doing our best to make IKEA Family great, but we can’t promise it will be perfect at all times. We will not compensate anyone because IKEA Family did not work out the way they wanted it to.

To the maximum extent permitted by applicable law, and not affecting your statutory rights, in no event will IKEA (or its officers, directors, employees, agents) be liable to you for any damages of any kind, including without limitation any indirect, special or consequential damages, arising out of the use or inability to use IKEA Family, or under these Terms and Conditions even if we have been advised of the possibility of such damages or for any claim by any other party. Our services, benefits and rewards (including the Marketplace) are provided “as is” and “as available” with no express or implied warranties of any kind and IKEA doesn’t guarantee the correctness, completeness, up-to-datedness or quality of the information provided. You agree to defend, indemnify and hold IKEA harmless from any losses, liabilities, damages, actions, claims or expenses (including reasonable legal fees) arising or resulting from your breach of these Terms and Conditions.

Miscellaneous

We cannot promise that IKEA Family will stay the same forever and we may need to do changes to the services we offer if needed for e.g. technical or legal reasons. This is the only contract between you and IKEA regarding IKEA Family, and it cannot be transferred to anyone else.

We reserve the right to suspend or terminate IKEA Family at any time for valid reasons only, such as adapting IKEA Family to a new technical environment, for other important operational reasons, in the event of changes to the services provided under these terms and conditions, or changes in law. However, this will not affect the rights we have acquired prior to the termination or suspension of IKEA Family. In the event of suspension or termination of IKEA Family, we will notify you in advance.

We may assign, subcontract and otherwise transfer our rights and obligations under these Terms and Conditions to any other legal person, which you accept, but this will not affect your preexisting rights or our obligations under these Terms and Conditions.

These Terms and Conditions constitute the entire agreement between you and IKEA and supersedes any and all previous agreements, promises and understandings between us, whether written or oral, relating to its subject matter (including any previous versions of these Terms and Conditions).

A waiver of any right or remedy is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy.

Each of the clauses of these Terms and Conditions operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.

16. Governing law and disputes

Let’s stay friends (hey, we are even Family!), but if we can’t work it out, here is some information on how to get help.

These Terms and Conditions are governed by Belgian law, without respect to its conflict of laws principles. If you have complaints, we encourage you to reach out to us directly to give IKEA the chance to address your concerns. There are also a number of alternative dispute resolution methods available for consumers in Belgium and you can turn to any such mediator for support. Consumers can also use the help of the Consumer Ombudsman. More information can be found on Homepage - Ombudsman.  A customer has also the right to bring the discussion before the courts of Brussels, which is the designated court to settle disagreements from or in connection to these terms and conditions. 

Date : 19/03/2026