Terms and Conditions of use of the IKEA Family Club Loyalty Card and the IKEA Family rewards

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 IBERICA S.A., a Spanish limited liability company
Registered office at Avenida Matapiñonera, 9, San Sebastián de los Reyes, 28703
Madrid, Spain
Registered with the Madrid Commercial Registry under number A28812618
Telephone 910378769

and

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

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 IBERICA S.A. (“IKEA Retail”) and (ii) Ingka NB AB (“INBAB”).

IKEA Retail and INBAB offer the IKEA Family loyalty programme 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 Marketplaces (see below).

INBAB is solely responsible for:

the operations and services provided via our second-hand product marketplace www.secondhand.ikea/es (the “Second-hand Marketplace”) and Home Improvement Service Marketplace (“IKEA Home”) (jointly the “Marketplaces”) and acts as the sole provider thereof,
content moderation of the Marketplaces,
handling of complaints regarding the operations of and services provided through the Marketplaces.

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 you read through before you sign up.

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 at any time. These changes are effective since the date indicated upon posting the changes on ikea.es and on the Marketplaces, so remember to check back in before you use your Account, as the latest version of the Terms and Conditions will apply. If you continue to use your Account following an update of the Terms and Conditions, this will be an acceptance by you of such revised new terms and conditions. Significant changes and updates will be notified to you via email within a reasonable period before the effective date of the changes. If you don’t agree to the changes, you will have the option to actively withdraw from these Terms and Conditions by terminating your Account (see Section 14).

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 Marketplaces), your Account or these Terms and Conditions, please contact IKEA Retail customer service https://www.ikea.com/es/en/customer-service/.

If you have specific questions, comments or complaints in relation to the use of the Marketplaces please contact INBAB via the support chat on the Second-hand Marketplace https://secondhand.ikea.com/es/es/customer-support/ and IKEA Home by sending an email to [email protected].

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 within30 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 Spain and have a valid email address that your Account will be tied to. IKEA reserves the right to verify this information, and may ask you to share documentation to prove this.

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 for 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 you have been a member for some time and already a physical card, you may continue using it; however, if it is lost, we will not issue a new physical card, but will instead provide you with a digital one. The card is valid in IKEA Retail’s stores on mainland Spain (excluding, therefore, the Balearic Islands, Canary Islands, Ceuta and Melilla), as well as in other establishments that may collaborate with IKEA. Please note that promotional partners of IKEA may have separate terms and conditions that will apply in addition to these Terms and Conditions.

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 Customer Service by calling 900 400 922. Remember that you can always check your membership number and access your card by logging into your Account.

The IKEA Family membership card is not a payment card.

The minimum technical requirements for using IKEA Family include access to email, a mobile phone to access your digital card, an internet-connected device supporting current versions of Google Chrome, Mozilla Firefox, Microsoft Edge or Safari. IKEA reserves the right to verify through the cashier that you have connected your own phone number (and not someone else’s) to your Account.

We trust you to keep your email, 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 https://www.ikea.com/es/es/customer-service/privacy-policy/ for more information.

You are responsible for all User Content, 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 Second-hand Marketplace. IKEA is not responsible for any dispute or claim that you may have relating to another user of the Marketplaces nor for any tax liabilities or reporting obligations that may apply to you as a user of the IKEA Family services, benefits or rewards.

In the event that a member has more than one IKEA Family account and requests, the migration of data, IKEA will proceed, prior validation, to make said transfer. To this end, in their application, the member must specify which is the source account and which is the destination account. If the member does not specify the transfer will take place from the account least used by the member in their purchases (source account) to the account most used by the member in their purchases (destination account).

Purchase data if they are linked to the transactions recorded in the system.

Transferable Points: IKEA is not responsible for any loss of points, which may result from migration.

Definitive: Once the transfer has been made, it cannot be reversed.

IKEA reserves the right to verify the validity of the request and to refuse the transfer in the event of detection of fraud, misuse, or non-compliance with these Terms and Conditions.

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.es, on the Second-hand Marketplace, in IKEA Home app 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 IKEA Family - IKEA.

B. Free hot drink

In most of our stores, we offer IKEA Family members a daily, free coffee in our restaurants, when showing your IKEA Family card. Variations may apply across different stores.

C. 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 don’t store receipts for purchases made in our restaurants, cafés, bistros, Swedish Food Market or for unpaid orders.

D. 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.

IKEA Family rewards are represented by a yellow hexagon, or by the symbol of an "allen key", which IKEA customers recognise as an essential tool for assembling our furniture.

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 Marketplaces 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:

For purchases over €5, accumulate 1 point for every €5 spent.
Create an IKEA Family profile: Five points (one time only)
Log into your IKEA Family profile: One point (Max. one point per week)
Create and save a wishlist: Two points (Max. two points per week)
Create and save a design with the kitchen planner: Five points (Max. five points per month)
Register for and attend an IKEA Family workshop or event at an IKEA store: 20 points (Max. 20 points per week)
Reserve and attend a planning appointment: 25 points (Max. 25 points per month)

Please note that some interactions only allow you to earn points “X” times per “week/month/year...”. For example, if the terms and conditions of an interaction state that you can earn “one point once a week” by logging into your IKEA Family Account, this means that you can log into your IKEA Family Account several times during a week, but you will only earn one reward point the first time you log in that week. When a new calendar week begins, you will be able to earn one more reward point for the same interaction with IKEA. 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 collect 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. This means that you may collect more points if you purchase several items together compared to if you purchase each item separately. If you collect points for a purchase, but then return the purchased item(s), we will recalculate the purchase and deduct points from your reward point total, based on the value of the returned item(s). As a result of the recalculation, you may end up losing more points than the item is worth in itself. We know this is a bit complicated, so here are two examples:

You purchase three items (priced 3 EUR, 7 EUR and 5 EUR) for a total of EUR 15, which means you collect 3 points. If you had purchased each item separately, you would have received only 2 points since no point would have been rewarded for the item costing 3 EUR.
You purchase three items (priced 3 EUR, 7 EUR and 5 EUR) for a total of EUR 15, which means you collect 3 points. You then return the item that costs 3 EUR, which means you have spent 12 EUR. We will then recalculate your points based on a 12 EUR spend which means you will only receive 2 points for the purchase. We will deduct 1 point from your current point total even if the returned item has a lower value than 5 EUR.

The return of an item could also lead to a negative point total on your Account. Please note that in case of a negative point total, 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 12 months from the date the point is granted to your Account. After this date the points will automatically expire, but don’t worry – if your points are due to expire we will send you an email reminder 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 Account, the rewards will automatically unlock in your 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 total, and you will receive an email with a voucher (in a digital form) confirming your choice. After selecting the reward, it will not be possible to return it and receive the corresponding points back again. Further, it is not possible to redeem points in the transaction in which they are earned.

You can use the voucher on our website, in the IKEA app, in-store or by contacting the Customer Support Centre, but please keep in mind that not every voucher can be used in every channel (e.g. if you have redeemed a free delivery, this is for online purchases only and cannot be used in the store). 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.

Points cannot be used as partial payment for purchases of items or services, unless such purchase is part of an unlocked reward.

c) What different rewards can I have?

Below are some examples of rewards that you can choose with your points:

Free or discounted delivery on an order
Get a discount on the Swedish Food Store
Get a discount at the IKEA Restaurant;
Get a discount on IKEA products. (excluding products from the Circular Hub)

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.

E. The Second-hand Marketplace

a) What is the Second-hand Marketplace?

The Second-hand Marketplace (available at secondhand.ika.com/es) 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 can connect and make transactions.

When using the Second-hand Marketplace, buyers and sellers enter into a contract for the sale and purchase of goods directly between themselves, and neither INBAB nor IKEA Retail is a party to such sale or purchase. The Second-hand Marketplace is operated by INBAB solely as an intermediary platform under the European Digital Services Act, facilitating connections between buyers and sellers without taking ownership of or responsibility for the Products listed or sold. As a result, INBAB cannot guarantee the quality, legality, safety, or condition of any furniture or home furnishing accessories and disclaims all liability for defective, hazardous, or non-conforming goods sold through the Second-hand Marketplace.

b) Selling an item on the Second-hand Marketplace

You can sell any second-hand IKEA furniture or home furnishing accessories (not counterfeit or replica items) on the Second-hand Marketplace, with the exception of IKEA Food products and beverages, personal or sanitary use products, home appliances (such as refrigerators, ovens and air purifiers), mattresses (the “Products”), 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).

You are not allowed to sell Products that have been subject to a product recall. Information about dangerous non-food products in Spain is available here. Likewise, information about dangerous non-food products in the European Union is available here. You are not allowed to use the Second-hand 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 Second-hand 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 c) 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 Second-hand Marketplace to verify compliance with these Terms & Conditions. If the content is flagged by the system, a human moderator will review the listing and will contact you via the Second-hand 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 Second-hand 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 Second-hand 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 the 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 Second-hand 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.

The buyer has access to a “cancel” button within the Second-hand 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 Second-hand 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 receipt of the Product, you should contact the Second-hand Marketplace customer support and they will remind the buyer to confirm the acceptance of the Product on the Second-hand 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 Second-hand 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 card (meaning you receive 115% of your account balance value). The IKEA card is only available as an option if the value of your e-wallet is below 999.99 euros. 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 H 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 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 www.ikea.es but not for purchases on the Marketplaces. 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 Second-hand 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 at IKEA gift cards - IKEA Spain.

c) Buying an item on the Second-hand Marketplace

To purchase a listed item, you add the Product to the cart, proceed to checkout, select a payment method (credit and debit card, Google Pay and Apple Pay) 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:

Purchase price of the Product (or the price agreed with the seller if the bidding functionality is used);
Shipping costs (if any); and
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, . For that same reason, the legal guarantee regime on lack of conformity will not apply.

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 Buyer Protection works is set out in the specific Buyer Protection Policy which is available here.

Buyer Protection is a mandatory feature of the Second-hand 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 Second-hand 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 Second-hand Marketplace.
Seller verification: The Second-hand 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 Second-hand 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 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 Second-hand Marketplace. INBAB will not be liable for any tax obligation incumbent on you as a user of the Second-hand 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 liable to file the relevant tax returns and paying the relevant taxes arising from your purchase or sale of Products on the Second-hand 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 Second-hand Marketplace. When you create your 30th listing, or post a listing that, if sold, will lead to your annual sales on the Second-hand 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 Second-hand Marketplace until you have provided INBAB with the requested information.

F. IKEA Home

a) The roles of IKEA, the user and the Professional

IKEA Home is a home improvement service marketplace available through the IKEA Home app. It connects IKEA Family members with professionals with registered businesses such as sole proprietors or companies, offering home improvement services such as painting, plumbing, carpentry and cleaning (the “Professionals”).

IKEA Home is operated by INBAB solely as an intermediary platform under the European Digital Services Act, facilitating connections between users and Professionals without taking responsibility for the services provided by the Professionals. As a result, INBAB is not a party to any contract entered between you and a Professional, and INBAB does not act as an agent for either you or the Professional.

The Professionals operate independently and INBAB cannot guarantee the quality, safety, suitability, or reliability of their services. You acknowledge and understand that the Professional is solely responsible for delivering the service in accordance with the agreement between you and the Professional. These Terms and Conditions apply only to your access to and use of IKEA Home and your relationship with IKEA. They do not govern the terms for any services contracted through IKEA Home.

b) Requesting a service

Through IKEA Home, you can submit service requests for your home improvement projects. Submitting a request is considered an invitation to negotiate or submit offers, and it does not create an obligation to enter into a contract with a Professional. Based on your request, INBAB will match you with Professionals that offer the requested service(s) in your specified location. All communication between you and the Professional must be done through the chat functionality in IKEA Home.

Professionals matched with your service request can answer the request by sending you a quote, asking you for more information through the IKEA Home chat or requesting a home visit to secure that they understand the scope of the requested service before making a quote (such home visit may be subject to a fee). The first five (5) Professionals that interact with you regarding your request will be shown to you for your consideration. Professionals will be shown in the order they have responded to the service request, with the most recent response at the top. Each quote includes a validity period set by the Professional. If no validity period is specified in the quote, the offer will be considered valid for thirty (30) calendar days from the date it was issued.

You will receive notifications about Professionals' response to your request. For example, you will be notified when they accept or decline your request, send a quote, or start a chat through the IKEA Home to obtain more details.

INBAB does not guarantee that any Professional will accept your request or that you will be connected with a specific Professional. Professionals may choose to decline a request at their discretion.

If no Professional has accepted your request within seventy two (72) hours of its submission your request will be deleted and you will be notified in IKEA Home app that your service request has not been answered.

c) Contracting with the Professional

By using IKEA Home, you confirm that you understand that when buying services through IKEA Home, you enter into a separate contract with the Professional for the requested services. The terms of the contract are agreed between you and the Professional, including the price, the services to be provided and the cancellation and refund policy (if any). Any additional arrangements made in the IKEA Home chat between you and the Professional are also part of your contract.

Once you have selected the Professional and agreed on the price and delivery terms for the service(s), you enter into a binding agreement with the Professional by making payment through IKEA Home. The payment will either be for the full price of the quote or, if the Professional has chosen a split payment option, for the first part of the quote. The contract is formed once your payment is successfully processed.

After initiating a service, you may propose changes to the scope, price, or delivery date to the Professional. If the Professional agrees to the changes, they can update the quote (including the price). Any such change of the quote requires your active confirmation.

As a protection for you as buyer, your payments are held by INBAB’s payment service provider until the service(s) is completed. INBAB does not manage or hold these funds. The deposit and management of the funds are the sole responsibility of the independent payment service provider.

Once the Professional marks the service(s) as completed in IKEA Home, you will receive a notification to confirm whether the service is completed or incomplete. If you confirm the service is completed, the payment will be released to the Professional. If you mark the service as incomplete, this opens a claim and the payment will be held until the claim is resolved. If you do not confirm either completion or incompletion within 72 hours of receiving the notification, the payment will be released to the Professional. When the payment has been released to the Professional, you will receive a notification in the IKEA Home chat. You can find the invoice in ‘Service details’ section in the IKEA Home app, where you can download it and save it for your records.

d) Refund and cancellation of services

Cancellation of services is subject to each Professional’s cancellation policy and applicable law. Each Professional may set their own cancellation policy, which must be communicated to you before entering into an agreement. The cancellation policy does not exclude or limit your rights under applicable consumer protection legislation.

If the Professional does not provide specific cancellation terms, general consumer protection legislation will apply. If you make changes to or cancel the agreed service(s) in accordance with the Professional’s cancellation policy or applicable law, and are entitled to a full or partial refund, the payment service provider will be instructed to return the relevant amount to the account from which the payment was made. Refund processing time may vary depending on your bank and could take several days.

It is your responsibility to carefully review the Professional’s cancellation policy and make any arrangements with Professionals in this respect before booking and paying for the service. INBAB is not responsible for any costs resulting from the cancellation or modification of a previously confirmed service.

e) If you are unhappy with the service

INBAB acts as a sole provider of IKEA Home, connecting you with Professionals for your home improvement service needs. The Professionals are solely responsible for their delivery of services. While INBAB is not part of any disputes that may arise between you and the Professionals, it is here to assist by moderating, communicating and facilitating your discussions and sometimes even suggesting a non-binding resolution. However, any resolution must be agreed directly between you and the Professional. All Professionals offering their services on IKEA Home are required to hold appropriate insurance coverage.

Before the service has been marked as completed: If you are unhappy with any aspect of the service before it has been marked as completed by the Professional, you should first attempt to resolve the issue directly with the Professional. If the issue cannot be resolved, you may contact INBAB at [email protected]. Please note that in such a case the Professional may also contact INBAB. We will track the issue and may assist in moderating the conversation between you and the Professional to help reach a solution.
After the service has been marked as completed by the Professional: Once the Professional has marked the service as completed, you have 72 hours to either confirm or decline the completion of services. If you decline and file a complaint, INBAB can facilitate communication between you and the Professional to address the issue, but INBAB does not make any determinations on the merits of the dispute. During the dispute, the payment service provider will hold the payment, which will not be released until the dispute has been resolved. Depending on the outcome of the dispute as agreed between you and the Professional, the payment may be released to the Professional (as payment for services) or to you (as a refund) or a combination of both. All discussions facilitated by INBAB will be communicated through the IKEA Home chat.
After the service has been marked as completed by both you and the Professional: Complaints arising more than 72 hours after the Professional’s confirmation of completion of the services (i.e. when payment has been released to the Professional) should be addressed directly with the Professional outside of IKEA Home (e.g. via email). In such a case INBAB will not assist you in moderating the conversation between you and the Professional. Professionals are solely responsible for their delivery of services.

G. Payment

INBAB uses authorised third party payment service providers (“PSPs”) to process online payments for the purchases made on the Marketplaces. The PSPs offer one or more payment methods, such as debit/credit card, direct bank transfer, online payment initiated through the PSPs or digital wallets (such as Apple Pay and Google Pay). The PSPs hold the money and release it to the sellers/Professionals when the buyer has accepted the Product or service (as applicable), and also manage 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 Second-hand Marketplace, Stripe (link to website here) is the PSP and for IKEA Home, Adyen (link to website here) is the PSP.

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

The PSPs 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 Marketplaces, you also agree to comply with the applicable terms and conditions of the PSPs available here and here and the selected payment method, including, for the Second-hand 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 Second-hand 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 Section G or the applicable terms and conditions of the PSPs or payment method. 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 Marketplaces or payment services for any activity that is illegal, deceptive, or otherwise restricted under the PSPs’ or payment method rules. A list of restricted activities may be found on the PSPs’ websites Adyen or Stripe provided upon request.

You acknowledge and agree that INBAB may share your information with the PSPs, 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.es, as well as other IKEA Family users and Professionals on the Marketplaces. 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, Marketplaces 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 Second-hand Marketplace will have the opportunity to rate and review the sellers that they have engaged with, once the transaction has been completed. The same applies to IKEA Home, where users can rate and review the Professionals they have purchased services from. By using the Marketplaces, you acknowledge that you are solely responsible for the ratings and reviews that you give, and that other buyers and Professionals 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 or Professional has made about you. However, if you find a specific review about you to be incorrect or unfair, you can reach out to the relevant 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, Professionals and other IKEA Family members, or if you publish a review on our retail website, you will upload photos, write descriptions, requests for services, 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 & review 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, or buyer and Professionals, on the Marketplaces are not private and shall be exchanged only for the purpose of the transactions. They are subject to moderation by INBAB to keep the Marketplaces secure. INBAB may also access the messages in case of disputes between users (including Professionals) of the Marketplaces.

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 Marketplaces do not violate laws or these Terms and Conditions. We also offer the ability for users of the Marketplaces to report issues directly through the Marketplaces or to the relevant 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 Marketplaces 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, Marketplaces 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 Marketplaces; e) intentionally or unintentionally violate any applicable local, national or international law, rule or regulation; or

f)use the Marketplaces 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 Marketplaces.

If you find that any content on our websites, apps or Marketplaces (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 Marketplaces 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 Marketplaces 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 & 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, unauthorised 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 providers may also hold payment (in transactions on the Marketplaces) 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 behaviour 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” 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 at any time and at no cost by deleting your Account within the Account settings on our website or in the IKEA app;
request the deletion of your Account by contacting our customer support team (900 400 922); or
request the deletion of your Account through the ARSOPOL Rights form available on the website www.ikea.com.
If you terminate your membership, 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 Marketplaces will remain, even if you terminate your Account, and that you are liable 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. 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 supersede 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 Spanish 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 Spain and you can turn to any such mediator for support. However, submission to arbitration other than consumer arbitration is expressly declined, except in the case of institutional arbitration bodies created by legal rules for a specific sector or case.

12/10/2025