General Terms and Conditions for the Delivery of Goods with Removal

1. Opening Provisions

IKEA Česká republika, s.r.o., belongs to the IKEA Group and in its stores it offers customers the sale of furniture and a wide range of household accessories, including services.

For this purpose, IKEA Česká republika, s.r.o., with its registered office at Skandinávská 131/1, 155 00 Praha 5, tax ID no.: 27081052, entered in the Commercial Register kept by the Municipal Court in Prague, Section C, File 94828 (the “Company”), issues these General Terms and Conditions (the “GTC”) for the provision of services to customers, which are governed by the basic terms and conditions for the provision of individual services. These General Terms and Conditions for the Delivery of goods with Removal come into effect as of 16 May 2023 and replace the previous version of these terms and conditions.

The Company reserves the right to amend these General Terms and Conditions for the Delivery of Goods with Removal at its own discretion. Amendments or supplements to these General Terms and Conditions shall not apply to service orders placed before the effective date of such amendment or supplement.

These GTC are governed by Act no. 89/2012 Coll., the Civil Code, and constitute an integral part of every Contract for the Delivery of Goods that is concluded between the Company and its customers concerning goods purchased by the customer from the Company (the "Customer"). By signing an order for a service (an "Order"), the Customer confirms that they have been acquainted with their content and accepts them without reservation.

Based on the Order, the Company and the Customer enter into a Contract for the Delivery of Goods with Removal at a store of the Company (the "Service").

Delivery is provided by the Company for the IKEA Praha-Zličín store.

The Company provides delivery through its contractor Hral s.r.o. (the "Carrier") for the IKEA Ostrava, IKEA Brno and IKEA Praha-Černý Most stores.

2. Delivery Order and Preparation of Goods for Delivery

The Service is provided on the basis of an Order placed by the Customer. The Customer is bound by the Order at the moment of payment of the price of the Service. The Customer is the owner of the delivered goods. The Customer, as the purchaser, acquires ownership of the goods at the time of payment of the purchase price of goods to the Company, as the vendor. By ordering the Service, the Company undertakes to ensure the collection of goods paid for by the Customer at the IKEA store and specified in the order and subsequent delivery of goods (the "Parcel") in the Czech Republic to the address specified by the Customer in the Order (max. one residential flat).

The Customer shall state in the Order the necessary contact details for the successful delivery of the Parcel, i.e. name, surname, telephone number, address of the place of delivery, quantity and name of the goods to be delivered and, if applicable, their e-mail address and the delivery date. When ordering the Service, the Customer shall state whether they are interested in the removal and disposal of old furniture. The price for the removal and disposal of old furniture is stated in the current price lists available in IKEA stores and on the Company's website at www.IKEA.cz. The price list is valid only if the old furniture is of the same type and quantity of the furniture for which the Customer ordered the Service. Old furniture must be dismantled and ready for removal at the place of delivery of the Parcel.

The Company shall hand over the document marked "Order" to the customer and accept the order at the moment of its payment. The Parcel shall be properly packed and ready for delivery.

3. Service Price

The price of the Service is stated in the current price lists of services, which are available in IKEA stores and on the Company's website at www.IKEA.cz. The Customer shall pay the price of the Service at the check-out till of the IKEA store on the day of ordering the Service.

Payment can be made in cash, by payment card, IKEA gift or refund card, via consumer credit or by transfer from an IKEA for Business account.

If your zip code does not belong to the Delivery Zone of the selected department store, you will be charged a fee of CZK 3,000 (see Delivery Zones below)

4. Delivery of the Parcel

The Company realises delivery of the Parcel through the Carrier. The Customer shall agree on the date and approximate time of delivery of the Parcel at the time of ordering the Service. The Customer is obliged to ensure receipt of the Parcel within this period. The service is provided only in the Czech Republic.

Delivery of the Parcel to its destination requires a paved access road at the site. The Customer is obliged to ensure that there is sufficient space for the safe delivery of the Parcel at the entrance to the house and flat and in the corridor at the place of delivery of the Parcel. Employees of the shipping company are obliged to comply with all requirements arising from occupational safety regulations (in particular the use of working equipment, work shoes, prohibited entry to non-approved premises, etc.).

5. Compensation for Damage and Assertion of the Right to Compensation

The Customer is obliged to thoroughly check the Parcel upon receipt from the Carrier for the number of delivered pieces and the condition of the Parcel. The Carrier shall provide the Customer with a reasonable period of time for inspection. In the delivery document, the Customer confirms with their signature the correctness of the Parcel, i.e. that the correct number of pieces of goods has been delivered and that the Parcel is not visibly damaged. If the Parcel is incomplete or is visibly damaged, the Customer shall place a record of the incompleteness of or damage to the Parcel, with a description of the missing goods or damage caused, in the Delivery Document. The record of the incompleteness of or damage to goods does not constitute a claim for damages. The Customer has the right to compensation for damage caused to the delivered goods in the period from the receipt of the Parcel by the Carrier
from the Company until the time of receipt of the goods by the Customer from the Carrier.

When asserting the right to compensation for damage, the Customer shall submit to the Company a Delivery Document including, in the event of an incomplete or visibly damaged Parcel, a record of the incompleteness of or damage to the Parcel, and, if applicable, photographic documentation of the damaged goods. The Company shall settle an asserted right to compensation for damages within thirty days of its assertion. In the event of the loss or destruction of a Parcel during delivery, the Customer shall receive replacement goods from the Company.
If this is not possible, the Company shall reimburse the Customer for the price of the goods at the time of purchase.

The Company bears no liability for delays in the delivery of the Parcel due to failure to provide complete contact details on the part of the Customer. Subsequent claims for visible damage to and incompleteness of the Parcel caused during delivery shall be ignored if the goods are accepted by the Customer as perfect and complete. These GTC do not apply to claims for defects in goods (i.e. for defects in goods not caused during the delivery process); Customers are referred to the Company's Returns policy. 

6. Withdrawal Fee

The Customer may withdraw from the contract on the collection of goods and shipping and thus cancel the Service. If the Customer withdraws from the contract less than twenty-four hours before the delivery date, they are obliged to pay the Company a withdrawal fee to the amount of the price of the Service. The Company shall offset its receivable for the withdrawal fee against the Customer's receivable for a refund of the price of the Service. In the event that the Customer requests repeated delivery, they are obliged to pay the price of the Service again according to the Company's price list.

7. Information Service

The Company shall respond to Customers' queries at the telephone number: +420 296 181 650 or at IKEA.cz/napistenam every day, or at any of the Company's stores in the Czech Republic.

8. Privacy Policy

In accordance with the valid regulations on the protection of personal data, the Company shall process the personal data of the Customer as stated in the Order for the purposes of fulfilling the contract for the period necessary for its fulfilment, the processing of any claims asserted by the Customer due to defects, and in cases where such processing is required in accordance with statutory regulations (chiefly taxation regulations). The legal basis of such processing is the contract entered into between the Customer and the Company. The recipients of personal data are the contractual partners of the Company that facilitate fulfilment of the Order.
The provision of personal data is required for the conclusion of a contract, but in the event that the Customer does not provide their data for this purpose, the Order cannot be processed.

The Customer has the right to access their personal data, the right to correct, delete or restrict its processing, the right to its transferability, and to object to its processing. The Customer may assert this right through the contacts listed below. The Customer has the right to submit a complaint to the supervisory body for the protection of personal data, which is the Czech Trade Inspection Authority, the registered address and contact data for which can be found at www.uoou.cz.

9. Closing Provisions

The Company shall use the Customer's contact information for the purposes of a customer satisfaction survey and to offer its products and services on the basis of its justified interest. The Customer has the right to refuse such communication, either when entering into the contract or through the contacts listed below. Personal data shall be stored for one year for the purpose of evaluating customer satisfaction.

10. Contacts for the Assertion of Rights

In writing at Privacy Policy, IKEA Česká republika, s.r.o., Skandinávská 15a, 155 00 Praha, or by e-mail at [email protected].

11. Closing Provisions

The authorised supervisory body is the Czech Trade Inspection Authority. Any consumer disputes between the Company and
the Customer regarding obligations arising from concluded Orders may be resolved out of court.

The subject of out-of-court dispute resolution is the Czech Trade Inspection Authority
(www.coi.cz). Consumer disputes between the Company and the Customer regarding obligations arising from concluded Orders can be resolved out of court. The subject of out-of-court dispute resolution is the Czech Trade Inspection Authority (www.coi.cz).