General telephone sales conditions
This document, together with all attached documents, regulates the conditions governing telephone sales and the purchase of products by this means.
By placing an order, Customers agree to be bound by these General Conditions of Purchase, Terms of Use, Privacy Policy and Cookies Policy:
https://www.ikea.com/es/en/customer-service/privacy-policy/
https://www.ikea.com/es/en/customer-service/cookie-policy/
IKEA may modify these General Conditions of Purchase, Terms of Use and Privacy and Cookies Policies.
IKEA recommends that Customers read them before making their payment, as the terms available on the IKEA website at all times under the “Terms and Conditions” section will apply. Customers must accept these terms each time before completing an order.
Customers can place their order in any of the languages available on the website: Spanish, Basque, Galician, Catalan and English.
1. IKEA INFORMATION
The information of the responsible company is:
IKEA IBÉRICA SA, CIF (corporate tax ID) A28812618
With registered office at Avenida Matapiñonera No. 9 post code 28703
San Sebastián de los Reyes, Madrid
Registered in the Madrid Mercantile Registry under Volume 1215, Section 8, Page 102, Sheet 23,549
Telephone no.: +34 900 400 922
Email: [email protected] Hereinafter “IKEA”
2. INFORMATION AND STATEMENTS BEFORE ORDERING
Customers may access, save and print these general conditions for ordering for their reference before ordering and during the purchasing process.
All information and personal data provided by Customers when using this website will be treated in accordance with the IKEA Privacy Policy and pursuant to the options specified by the Customer at the time of accepting the Conditions of Purchase. The Customer declares that all information and data provided to IKEA is truthful and accurate. The Customer’s order may not be processed if they fail to provide all the necessary information.
The Customer undertakes not to place any false or fraudulent orders. In such circumstances, IKEA reserves the right to cancel said orders and take appropriate action.
The Customer declares to be over 18 years of age and to have the necessary and sufficient legal capacity and ability to enter into financial contracts.
Individuals representing or acting on the behalf of legal persons on this site guarantee to IKEA, and to third parties connected with the provision of contracted services, that they are authorised to represent the corresponding legal person at the time the purchase is made, and also guarantee that they are not violating the rights of any third party at the time of the transaction, and that the data and information relating to the legal persons is true, accurate and reliable.
IKEA will not be liable for any damage, loss or harm to persons and/or goods caused by or relating to the previous statement.
3. GEOGRAPHICAL SCOPE
The products offered through this website are only available for delivery or collection within Spanish territory, except for the Balearic and Canary Islands, Ceuta and Melilla.
4. IKEA PRODUCTS
The Customer acknowledges that all products sold by IKEA are intended for domestic use and have been subjected to testing methods in accordance with applicable regulations and standards. However, some items in the range have been tested for professional or public use and meet the safety, durability and stability requirements established by the technical standards corresponding to such uses.
The warranties offered by IKEA on all its products generally cover their domestic use. Before purchasing an IKEA item, the Customer must make sure that it is suitable for the use that they intend. For this purpose, product data sheets are available for consultation at IKEA stores and at www.IKEA.es.
IKEA is not responsible for any claims arising from a use different from that for which the IKEA item is designed.
The Customer acknowledges that IKEA does not have management systems that are certified in accordance with international standards (ISO 9000, ISO 14000, EMAS, SA8000 etc.). IKEA aims for the IKEA Brand to be a trustworthy guarantee for its Customers in its own right, both with regard to the processes it uses and the items it sells, in terms of quality, safety, the environment and corporate responsibility. IKEA therefore has internal protocols and management systems covering all of its processes, and internal audits are conducted to ensure that they are carried out correctly in all IKEA units.
The manufacturing of its products is subject to IKEA's own quality, environmental and corporate responsibility standards, which are based on international principles and are common to those set out in standards such as those mentioned above. In addition, IKEA has internal auditors who continuously verify the correct implementation of these standards at all suppliers of products and services offered by IKEA.
5. TECHNICAL MEANS TO CORRECT ERRORS
The IKEA website displays confirmation windows for the data provided that may prevent the purchase from being completed if the data is not entered in the correct format. Before placing orders and making payments, Customers will always be able to view products of interest on the IKEA website. If the Customer notices an error after completing payment, please contact Customer Services by telephone at +34 900 400 922, by emailing [email protected] or via the form available at the following link https://ww9.ikea.com/es/en/contact/formulario.php.
6. RESTRICTED PRODUCTS
It is not possible to purchase the following products through the “Telephone Sales” channel: natural plants, the “IKEA Food” product range, other food products, fabric sold by the metre, made-to-order worktops, Persian rugs, pre-used items, any products for which it is not possible to differentiate by reference number all the colours or sizes in which they are available, and all personalised items.
7. HOW TO PLACE A TELEPHONE SALES ORDER
IKEA offers a telephone sales service to customers via the telephone number provided by IKEA on its website in the sections featuring the products available for this specific service, from 08:00 to 22:00 Monday to Saturday, non bank holidays, and 10:00 to 20:00 on Sunday and bank holidays. Please contact Customer Service for any other matters not related to this service.
To purchase by telephone, customers must contact IKEA via the telephone numbers provided for this service and inform IKEA which products they wish to purchase.
Customers must have completed the following steps before placing an order:
1. Read and understand the product description on this website. Any queries should be submitted to IKEA via the online form https://ww9.ikea.com/es/en/contact/formulario.php, by emailing [email protected], by phoning the Customer Service team, or in person at the nearest IKEA store.
2. Read and understand the key features and technical details of the products, which are available in the product information and technical specification sections of the website. These include information on any technical standards or features that apply for the intended use of the product.
3. Consult the website for product pricing and any promotions that may apply. The final price including VAT or applicable taxes, as well as the price of the chosen delivery service, can also be viewed on the website. Customers are informed in advance and declare to expressly acknowledge and accept that item prices that appear on the IKEA website may change, only downwards, depending on the current promotions at any given time.
Depending on the goods selected, the products will be sent via parcel delivery (orders weighing less than 25 kg in which none of the items exceed 78,5x55x39 cm) or by home delivery.
Once the items have been selected, IKEA will send the order placed over the telephone to the email address provided by the Customer. In this email, Customers will receive a link to the section of the IKEA website where they must read and accept the legal conditions, and pay for the goods and the applicable delivery service. Once the order is completed, IKEA will not save a physical copy of the document in which the contract is finalised. However, it will send a link to these general terms and conditions, which include the withdrawal document (Appendix 1), to the email address designated for this purpose so that Customers may save a copy of the general conditions of purchase.
If all of the details are correct, the Customer may pay by clicking the “Pay” button.
After payment has been made, IKEA will confirm the Customer’s order immediately by email and will send them the Purchase Order together with a link to the General Conditions of Purchase, as well as the invoice corresponding to the purchase made.
8. DELIVERY METHODS
Home parcel delivery
All home deliveries weighing less than 25 kg, in which none of the items exceeds 78.5x55x39 cm, will be sent by parcel service when available. Details of the item’s size and dimensions can be found by clicking on "See more product information" then "Packaging" on the product page. Household appliances and items for which optimal delivery conditions cannot be guaranteed are excluded from this delivery method.
Parcel delivery to a Correos post office
All home deliveries weighing less than 25 kg, in which none of the items exceeds 78.5x55x39 cm, will be sent by parcel service for collection at a Correos post office. Details of the item’s size and dimensions can be found by clicking on "See more product information" then "Packaging" on the product page. Household appliances and items for which optimal delivery conditions cannot be guaranteed are excluded from this delivery method.
Home delivery
Orders not meeting the requirements for parcel delivery will be sent via carrier.
Rapid delivery
In any case, as long as the service is available and, for orders of any shape and dimension, as long as we have delivery availability from the IKEA store nearest to the customer for home delivery, we will offer the possibility of rapid delivery at the same cost as the "Home Delivery" methods. Customers can confirm the availability of rapid delivery from the nearest store during the ordering process. The maximum period for rapid delivery is 14 days from the time the order is placed.
Express delivery
In any case, provided that the service is available, for orders up to a maximum of 155kg and provided that the delivery address is among the post codes included at the end of the document, express delivery may be selected. The maximum period for express delivery is 14 days from the date the order is placed.
Economy delivery
In any case, as long as the service is available, for orders up to a maximum of 50kg and as long as the delivery address is among the post codes included at the end of the document, economy delivery can be selected. Customers can confirm the availability of economy delivery from the nearest store during the ordering process. The order will be delivered to the home’s front door or landing. Deliveries are only made between 09:00–21:00, and specific delivery times cannot be selected. Assembly, installation or other services cannot be added to this delivery method. The maximum period for express delivery is 14 days from the date the order is placed.
Click & Collect
IKEA prepares the Customer’s order and makes it ready for collection at the selected IKEA store.
This service is only available at certain stores. Customers can confirm availability of this service during the check-out process. The order preparation and delivery process is carried out in accordance with all established safety measures for the prevention of COVID-19.
Click & Collect at Locker
IKEA prepares the Customer’s order and leaves it in the lockers located outside of the store. When the order is ready, IKEA sends an SMS to the mobile number specified by the Customer, which contains the code they must use to collect their order from the locker. Opening the locker to collect the order automatically implies receipt of the order, and any issues related to the collected order must be raised with Customer Service on the date of collection. The code provided by IKEA is personal and non-transferable, and IKEA is not responsible for any transfer, disclosure or improper use of the code by the Customer or any third parties.
This service is only available at certain stores. Customers can confirm availability of this service during the check-out process.
Click & Collect at Pick-Up Point
IKEA sends the order to the Customer’s preferred pick-up point. This service is only available at certain collection locations.
Customers can confirm availability of this service during the check-out process.
9. AVAILABILITY
Customers can check the IKEA website for up-to-date information on product stock and availability. Nevertheless, it is possible that a product that may have been confirmed as available by IKEA may sell out during the ordering process. If this happens, IKEA will inform the Customer via email and/or by phone and will offer the Customer the following alternatives:
- Delivery of the product later than initially indicated, subject to the Customer’s consent, at no additional cost.
- To refund the Customer the price paid within a maximum of three working days from the Customer agreeing to this solution, using the same payment method used to pay for the order. If the entire order is refunded, the refund amount will include the delivery costs that the Customer would have paid. In the event of a partial refund in which the items being returned will change the characteristics of the delivery method for the initial order, and therefore the price of the service, this price difference will be adjusted in the refund.
10. PRICE AND PAYMENT
Product prices indicated on the website include VAT and are always up to date, including any current promotions that may apply.
Product prices exclude service charges; these will be added to the total amount before proceeding to payment.
Customers may pay by PayPal, Visa and Mastercard credit or debit cards, refund cards or gift cards (provided that the latter have a PIN). Customers may also choose to split the payment for their purchase using their IKEA VISA Card*. The online purchase will automatically be split into 10 interest-free monthly payments. Once the purchase is complete, the Customer can change the split purchase to the usual payment method assigned to their card through the IKEA VISA app or by calling +34 902 101 335.
Consult the IKEA VISA card financing terms at https://www.ikea.com/es/en/customer-service/services/finance-options/
*Financing offer made by CaixaBank Consumer Finance, E.F.C., and subject to approval. APR: 0%. NIR: 0% for IKEA online purchases. Offer valid until 31/08/2021. Minimum credit amount: EUR 10. Maximum credit amount: EUR 15,000
Customers must enter their card information during the order payment process. IKEA has contracted third-party companies that guarantee the security of transactions made on its website. All information provided for this purpose is encrypted to ensure maximum security and is stored on a secure server with SSL certification.
Customers may use refund cards or gift cards (provided that these have a PIN) as a payment method for Home delivery or parcel delivery, excluding orders with rapid delivery, economy shipping, Click & Collect, Click & Collect at Locker and Click & Collect at Pick-Up Point.
IKEA is not responsible for any inaccuracy of information provided by Customers at the time an order is placed and, in particular, will not accept liability for any damage to third parties resulting from illegitimate use of a payment method by Customers.
It is not possible to pay for products and services with a method different from the selected method or separately at an IKEA store or collection point.
11. PROMOTIONS
Promotions with direct discount
On the IKEA website, Customers can find items with direct discounts applied to their price. For discounts offered to IKEA Family members, Customers must enter their membership number for the discount to be applied.
Some of the offered discounts are applied locally. Therefore, in order for the discount to apply, the order must be processed from the store that applies that discount, using either the Click & Collect, Rapid delivery or economy delivery methods.
Sales promotions with a gift
In sales promotions with a gift (a product, several products, a gift card or a discount card are given away with the purchase), Customers will be informed of the specific conditions of each promotion. For those Customers who meet the requirements of the promotion, IKEA will send them a promotion card for the specified amount digitally via the email address that they provided at the time of purchase. This promotion card may only be used at physical stores of IKEA Spain, except for the Canary Islands and Balearic Islands, for a limited period of time.
12. BILLING
For Click & Collect, Click & Collect at Locker, Click & Collect at Pick-Up Point, Rapid delivery, Express delivery or Economy delivery orders
Customers will receive a physical or digital copy of their bill for the purchase of products and contracted services, which will be delivered together with the merchandise.
For Parcel or Home delivery orders
Customers will receive their bill digitally, via email at the time when the purchase is confirmed, for the purchase of products and contracted services.
13. SERVICE COSTS
In all circumstances, before purchasing an IKEA item, the Customer will be informed of the price of the services offered for the online channel. The Customer can also find additional information about IKEA services here: https://www.ikea.com/es/en/customer-service/services/.
14. DELIVERY
IKEA will send the order by the deadline agreed with the Customer, according to the delivery method. “Delivery” will be understood to have occurred when the Customer or a third party designated by the Customer acquires physical possession of the products.
The Customer must confirm delivery by signing the delivery note which comes with the order.
If IKEA is unable to deliver the Customer’s order as a result of the current state of emergency, IKEA will cover the costs of redelivery or allow the Customer to cancel the order at no cost.
For orders with Home delivery, Rapid delivery, Express delivery or Economy delivery
If it is not possible for IKEA to make the delivery on the date and within the time frame agreed with the Customer, the order will be returned to an IKEA warehouse and IKEA will contact the Customer to arrange a new delivery.
If IKEA is unable to complete the delivery due to a Customer’s absence, then the Customer will be charged again for the cost of delivery before it is attempted again. If the cause is attributable to IKEA, then IKEA will assume the cost of the next delivery.
Parcel orders with home delivery
The parcel service company will make a delivery attempt, and if delivery does not ultimately take place, then the order will go to a delivery point of the parcel service company where the Customer has a period of 10 days to collect the order.
Parcel orders to a Correos post office
The Customer will have a maximum period of 15 calendar days to collect their order from the date the package arrives at the post office.
15. DELIVERY METHODS
15.1. CLICK & COLLECT. COLLECTING ITEMS AT A STORE, LOCKER OR PICK-UP POINT
When placing an order, Customers must choose the desired collection date. After payment, the Customer will receive an email confirmation, which will include the purchased products and the collection date.
Customers must collect the products at the IKEA store, locker or IKEA Pick-Up Point that they selected on the collection date, during the business hours available for collection at each establishment and at the merchandise collection areas.
For store and locker pick-up methods, the Customer’s order will be available at the selected time, with 24 hours being the minimum time required for order preparation.
If the Customer does not collect their merchandise from the IKEA store, locker or pick-up point on the collection date, IKEA will send a reminder to the Customer via SMS, email or phone stating that they have a maximum of 24 hours to collect their merchandise starting from the collection date selected by the Customer and within the store’s business hours indicated at the following link https://www.ikea.com/es/en/customer-service/services/delivery/
If the Customer does not collect their merchandise 24 hours after their chosen collection date, they will be deemed to have renounced their order and IKEA will rescind the contract and proceed to cancel the order, refunding the amount to the account number used for payment. This amount will be refunded by IKEA within a maximum period of 3 working days, starting from the maximum period available to the Customer to collect the merchandise or collect it at an IKEA store in the case of purchases for collection at pick-up points. In this case, the costs derived from the service provided will not be reimbursed.
In order to collect merchandise at IKEA stores, lockers or pick-up points, the order holder must identify themselves by showing, as applicable and for the Customer’s own security, either their National Identity Document (DNI), Resident Document (NIE), Passport or, if acting on behalf of a legal person, documentation that proves their representation, all of which must be valid and current. In the event that a third party is appointed to pick up the merchandise, said party must show the order number or a copy of the order to identify the order, as well as one of the abovementioned identification documents.
15.2. DELIVERY VIA HOME DELIVERY, RAPID DELIVERY, EXPRESS DELIVERY, ECONOMY DELIVERY, PARCEL HOME DELIVERY AND PARCEL DELIVERY TO A CORREOS POST OFFICE
IKEA offers the possibility of contracting delivery services for items purchased at IKEA, as well as other additional services, in accordance with the provisions set forth in these terms and conditions.
The following documents form part of these general contract terms and conditions: (a) the purchase receipt; (b) the document/purchase order that details the services contracted by the Customer, including the agreed price and the date for the provision of the services and (c) any other attached documents that, where applicable, are signed by the parties in relation to or performance of the services provided.
By accepting these terms and conditions, the Customer expressly authorises that the service may be provided by third parties designated by IKEA. The Customer also states acceptance of the conditions set forth below and assures the veracity of the information provided.
A. IKEA’S OBLIGATIONS
1. Provide the contracted Service(s) on the date(s) or within the deadline(s) and time frame(s) agreed in the order. IKEA will not transport or store any items that have not been purchased from IKEA. The order will include the agreed date and time frame, allowing for the arrival of all goods. IKEA guarantees compliance with the agreed deadlines, unless circumstances beyond the control of IKEA occur, or in cases of force majeure that prevent the provision of said services under the agreed conditions. In these cases, it will not mean a breach of contract by IKEA. Except in the case of force majeure, in the event that IKEA, for reasons attributable to it, cannot carry out delivery on the same day that delivery is guaranteed and the Customer has not received the merchandise, the Customer will have the right to submit a claim for the total cost paid for the delivery that was not made.
2. The following will apply, depending on the delivery method selected by the Customer:
- For the Parcel home delivery:
Delivery deadlines: IKEA provides a delivery date within a maximum of 30 days from the date when the order is placed, from Monday to Friday, within the Spanish mainland. Customers can track their delivery using the locator at: https://www.ikea.com/es/en/customer-service/track-my-order/
Without prejudice to the foregoing, available service times may be longer than usual, in line with the information and deadlines that can be confirmed, depending on the order to be placed.
Once the carrier receives the purchase at their facilities, the Customer will receive notification of the definitive shipping date. This will include a link to their web page, where the Customer can change the delivery address to a convenience point up to 1 hour prior to the notified delivery date. In this case, the parcel transport service must be contracted before a period of 5 days elapses from the date when the initial order was placed. This change will be at no cost to the Customer.
On the date of delivery, the Customer will receive another notification informing them of the time frame when delivery is expected. In the event that this time frame does not adapt to the Customer’s needs, they may continue to change the delivery address, date or drop-off point at least 1 hour prior to the delivery time.
The parcel transport company will make a delivery attempt, and if delivery ultimately does not occur, the order will go to a parcel transport company location where the Customer will be able to pick it up within a maximum of 10 days. As soon as the parcel is received at said location, the parcel transport company will send a notification to the Customer via SMS/email, which includes the address where the Customer can pick up the parcel.
If it is not possible to agree on a new appointment or the service cannot be provided due to a cause attributable to the Customer, then the order will be deemed to be cancelled and the Customer will assume the cost of the previously paid transport service. Once that period has elapsed, IKEA will refund the amount of the merchandise from the initial order to the Customer within 3 business days of receipt of the merchandise by IKEA, using the same account/card or means of payment used to pay for the order.
All orders are subject to product availability. If there are issues related to the supply of products or if no items are in stock, the provisions under Section 9. Availability will be applied.
IKEA will provide the Customer with a link in the order confirmation email that will allow them to cancel their order. An order may be cancelled within 1 hour of being placed, and as long as it is cancelled at least 48 hours in advance of the delivery date, in which case IKEA will proceed to refund the entire amount of the purchase, including shipping costs. - Parcel service to a Correos post office:
Delivery deadlines: a delivery date of between 3–5 business days is offered from the date the order is placed, from Monday to Saturday, in the Spanish mainland, where 2300 post offices are available. During the purchase process, up to 20 offices are displayed within a 500-km radius.
Once Correos receives the purchase at its distribution warehouse, the Customer will receive a notification via SMS with the final delivery date. On the same day that the purchase arrives at the chosen post office, the Customer will receive a second notification via SMS.
If the Customer has not collected their purchase within 5 calendar days after the date of receipt at the post office, the Customer will receive a third notification via SMS.
If the purchase has not been collected 10 calendar days after the date of receipt at the post office, the Customer will receive a fourth notification via SMS.
After 15 calendar days, Correos will return the order, and the Customer will be informed that their purchase has been cancelled and the purchase amount will be refunded minus the associated shipping costs. - Home delivery, Rapid delivery, Express delivery and Economy delivery:
These services apply for home delivery when the criteria for parcel service are not met.
1. The date agreed on with the Customer for shipping can be modified at the Customer’s request, as long as the new date is agreed with IKEA 48 hours in advance of the initial date established for carrying out the transport service for the order.
2. If the Customer changes the delivery address, this could involve an additional cost depending on the new delivery zone designated for the service, in which case the Customer will be previously informed of the cost of changing the delivery location so that they can first accept this.
3. If the Customer is absent on the agreed date and time, IKEA will contact the Customer by phone to arrange a new date within the indicated time frames. In this case, the Customer must pay for a new delivery service.
4. Services are ordered and paid for at the moment when the service is purchased. IKEA will not accept subsequent payment from a Customer as a charge for an additional service, unless it can provide an invoice or delivery note for the service. IKEA will only be liable for the services contracted directly with it and under no circumstances will it be liable for additional or third-party services that are not contracted from IKEA.
5. IKEA will provide the Customer with a link in the order confirmation email that will allow them to cancel their order. An order may be cancelled within 1 hour of being placed, in which case IKEA will proceed to refund the entire amount of the purchase, including shipping costs.
B. CUSTOMER OBLIGATIONS
1. Pay the price of the Services at the time they are contracted and according to the prices stipulated for each Service in the attached order, using any of the accepted means of payment.
2. Be present at the address where the Service is to be carried out on the agreed date and at the agreed time, or arrange for someone else to be present.
-For parcel service orders, in order to make any changes, the Customer must notify the parcel delivery company at least 1 hour in advance of the notified delivery date. If this notification is not made within the established period, the Customer’s order will be sent to a parcel transport company location where the Customer can collect it within a maximum of 10 days.
-For home delivery and Rapid delivery, the Customer must be present at the address where the service is being provided on the agreed date and at the agreed time, or designate someone else to be there on their behalf. If the Customer changes the delivery location, the order will be cancelled, provided that they notify IKEA 48 hours prior to the scheduled delivery date and time, and they will receive a refund for the order and service charges. The Customer must then place a new order and agree on a new delivery date. IKEA must be notified of any changes to the scheduled date and time at least 48 (working) hours in advance. If the Customer does not notify IKEA within the established time frame, they will be required to pay for redelivery before the new delivery service is provided.
3. Correct data is essential for the provision of the service. Therefore, the Customer declares and guarantees that the information appearing on the order (name, surname(s), telephone numbers, complete address, date and time of the planned service) is correct. The Customer must provide IKEA with a contact telephone number so that IKEA can locate the Customer to manage the contracted services and conduct a follow-up.
4. Deliveries cannot be made to PO boxes or public places. In the event that the carrier has to return a second time due to an information error, the Customer must pay for the cost of this journey or delivery according to the order rates.
Once the contracted service has been provided, delivery must be confirmed as indicated under Section 14. Delivery, indicating any incidents that may have occurred while the service was being provided or any visible damage caused in the “incidents” section. This will allow IKEA to make necessary improvements to its services and keep a record of these. Any claims that are not communicated as indicated under Section 14. Delivery will not be accepted, except in the case of concealed damage or defects covered by warranty.
The Customer must submit a description in writing and, if applicable, photographs of any damage/incident noticed. The written claim can be presented in person at any IKEA store or through the form available at the following link:https://ww9.ikea.com/es/en/contact/formulario.php
The Customer may contact IKEA Customer Service by calling +34 900 400 922 from 09:00–22:00, Monday through Sunday, except on national holidays. Any claim must always include detailed information so that it can be reviewed.
5. By signing this contract, the Customer acknowledges that IKEA has notified them of the size of their order and declares that the property to which it will be delivered is sufficiently sized and accessible for these items. In the event that IKEA must cover additional costs associated with the delivery, the Customer will be informed in advance of the additional delivery cost. If the Customer does not inform IKEA of these details and the delivery service involves redelivery, the Customer will be required to pay the corresponding fee and will not be entitled to a refund.
6. The Customer will be solely liable and releases IKEA from any liability regarding i) use of the products in accordance with the corresponding technical specifications and instructions for use, and ii) verification of the correct placement and location in the building in compliance with the building plans, any obligations regarding use and maintenance of the building, emergency and evacuation manuals and any other requirements that may be applicable to the building in question.
7. IKEA will provide the customer with a link in the order confirmation email that will allow them to cancel their order. An order may be cancelled within 1 hour of being placed, and as long as it is cancelled at least 48 hours in advance of the delivery date, in which case IKEA will proceed to refund the entire amount of the purchase, including shipping costs.
C. COLLECTION OF ELECTRICAL APPLIANCES AND OTHER ELECTRICAL AND ELECTRONIC DEVICES AND CORRECT ENVIRONMENTAL HANDLING:
IKEA hereby informs that it is qualified to sell these products in accordance with registration in the corresponding Integrated Industrial Registry and that the registration number in said Registry in the name of IKEA Supply AG is producer number 4435, which is available on the web page:http://www.minetur.gob.es/industria/RAEE/Paginas/Index.aspx
IKEA will inform the Customer, whenever the delivery of a new electrical or electronic appliance is made, about the possibility of collecting or removing the discarded product at no charge to the Customer, as long as the discarded product has similar characteristics and functions to the product purchased at IKEA. These items will be collected either at the location where the purchased products are delivered to the Customer or at the Customer’s address when delivery service has been hired.
Collection of these items will be recorded in writing, as indicated under Section 14. Delivery, by the customer in the presence of the carrier, stating the collection date, product type, brand and, if possible, serial number. The appliances delivered within the framework of this arrangement must be complete. The Customer must confirm delivery as indicated under Section 14. Delivery, and verify that discarded products have been collected. If the Customer refuses collection of the discarded product for which collection was requested, the Customer must explicitly state this refusal, as outlined under Section 14. Delivery. If the Customer is not interested in having the carrier remove the electrical or electronic product or appliance, or if the appliance to be discarded is not complete, then the Customer will have one (1) month to deliver the discarded electrical or electronic product or appliance personally, physically and directly at any IKEA store, presenting the corresponding proof of purchase of the new, equivalent appliance.
Customers are hereby informed that, in accordance with the provisions set forth in current legislation on electrical or electronic equipment waste, discarded products can be delivered to the store, logistics platform or recycling facilities by the carrier company that carries out deliveries of IKEA orders. https://www.ikea.com/es/en/doc/billingweeemessage/ikea-formulario-de-retirada-weee.__1364636713611.pdf
16. AFTER-SALES SERVICE
In the event that a Customer has any incident related to receiving or collecting their delivery or with the delivery items, they must contact the nearest IKEA store. Customers may also contact IKEA Customer Service by calling +34 900 400 922 from 09:00–22:00 or by using the complaint form at the following link: https://ww9.ikea.com/es/en/contact/formulario.php
In any event, IKEA informs Customers that a dispute resolution platform is available at the following link:https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage
17. CANCELLATION, WITHDRAWAL AND RETURN
Order cancellation
IKEA will provide the customer with a link in the order confirmation email to cancel their order. An order may be cancelled within 1 hour of being placed, and as long as it is cancelled at least 48 hours in advance of the delivery date, in which case IKEA will proceed to refund the entire amount of the purchase, including shipping costs. Customers may also contact IKEA by calling +34 900 400 922 to cancel an order.
In such cases, the total price will be refunded through the same payment system used at the time the order was paid for, within a maximum period of three business days from the notification of cancellation. Partial cancellation of an order is not possible. In this case, the Customer must cancel the entire order and then place a new order.
Once this period has elapsed, IKEA cannot guarantee that the order has not already left its facilities. If this is the case, the delivery cost of the goods paid for previously will be deducted from the refunded amount.
If IKEA is unable to deliver the Customer’s order as a result of the current state of emergency, IKEA will cover the costs of redelivery or allow the Customer to cancel the order at no cost.
Right of withdrawal
Once the merchandise has been received, the Customer, when acting in their capacity as a consumer, will have 14 calendar days from receipt of the last of the products purchased in the same order to partially or completely exercise their right to withdraw.
In the event of partial or complete withdrawal, IKEA will refund the Customer, through the same means that the Customer used to make the payment, all payments received for the returned merchandise and for the contracted services (collection or transport), which, if applicable, will be proportional to the amount of the returned merchandise, within a maximum period of three business days from receipt of the returned merchandise by IKEA.
To exercise their right of withdrawal, the Customer must contact IKEA within said period at: IKEA CONTACT SUPPORT CENTER ESPAÑA, C/ Me falta un tornillo 5, Arroyo de la Encomienda 47195 (Valladolid). IKEA will provide a withdrawal document (attached to these terms and conditions), which the Customer may or may not use for said purpose. Likewise, the Customer may send the withdrawal form to IKEA via email at: [email protected].
If the Customer opts to have IKEA collect the products, then any costs associated with the return will be payable by the Customer. These costs are specified under Section 13. Service costs and will be offset by the total amount to be refunded to the Customer.
Return
Once the period for exercising the legal right of withdrawal has expired, IKEA offers the customer a guarantee, in addition to the legal right of return or exchange of the products purchased, which the customer may make effective within 365 days of purchase, due to a change of mind.
After having verified the condition of the merchandise returned by the Customer in the exercise of this commercial guarantee, if the product has not been unwrapped and retains its original packaging, IKEA will refund the purchase amount of the product (not the amount of the contracted services), through the same method of payment used by the Customer, within three business days from receipt.
If the original packaging of the product being returned has been opened, if the product is removed from the packaging, has no packaging or is assembled or used but is in good condition, then IKEA will provide the Customer with a Refund Card, without an expiry date, for the amount of the returned products (but not for the contracted services). The returns policy does not apply to contracted services.
When using Refund Cards as a means of payment, the provisions set forth in Law 7/2012 of 29 October, which modifies the tax and budget regulations and adapts financial legislation for intensifying actions for the prevention of and the fight against fraud, as amended, as well as the limitations set forth in the same, must be observed at all times.
Items that are deteriorated due to use, as well as Gift Cards, are excluded from the Exchanges and Returns Policy. Returns of purchases completed using a Gift, Promotion or Refund Card will be made using the same method of payment.
Customers will be liable for the decrease in value of returned products as a result of their handling that is unrelated to their nature, their characteristics and/or their functioning, and in such cases, exercising the right of withdrawal or the commercial guarantee of return offered by IKEA is not permitted. To exercise these rights and guarantees, Customers must present, in any event, the proof of purchase for the products.
The cost of returns with collection of goods can be found here:https://www.ikea.com/es/en/customer-service/returns-claims/return-policy/, together with the returns policy. The price of the item to be returned must be equal to or greater than the return service cost, as the price of the returns service will be subtracted from the total value of the return.
In order to proceed with a return using the goods collection service, Customers must prepare the products in their original packaging.
Terms and conditions for parcel returns from a Correos post office
To return products using parcel service from a Correos post office, the following conditions must be met: from the time the request is made, the Customer has 14 days to bring the items for return to a Correos post office. All returned products must be sent in a single package and all the products within must belong to the same order. Products from different orders may not be returned in the same package. The total weight of the returned products must not exceed 30 kg. If returning in a box, the sum total of the length, width and height must not exceed 210 cm, and its longest dimension must not exceed 120 cm. If returning in a tube or roll, the length must not exceed 120 cm. The cost of the service will be subtracted from the refund amount, which will be processed within 72 hours once the products are received and checked in the store.
In the event that the goods returned corresponds to the item indicated in the returns order and the item is included on the receipt/under the order number indicated by the customer:
- For online purchases: the refund will be via the payment card used by the customer at the time of purchase
- For in-store purchases: the refund will be made via bank transfer (to the account number indicated in the form)
If a different IKEA product arrives than that indicated by the customer in the form and this item is included on the corresponding receipt, a refund will be made for the price of the item received that appears on the receipt.
If the product that arrives in the parcel is in poor condition, is not an IKEA product or the product is from IKEA but is not included on the receipt indicated by the customer, no refund will be made and IKEA will contact the customer (by any of the means provided on the form) to inform them of this situation and provide a period of 30 days to collect the item received. IKEA will not be responsible in the event that the customer does not collect the item in the time period stated above.
18. WARRANTY
All products purchased through this website enjoy the same warranties as those purchased directly at IKEA stores. In accordance with the provisions set forth in Royal Legislative Decree 1/2007 of 16 November, whenever a Customer may be considered to be a consumer, IKEA will be liable for the manufacturing defects of the purchased items within a period of two years from delivery. After verifying the existence of a manufacturing defect in a product, IKEA will proceed to repair the product or, if applicable, replace it. If neither solution is possible, the Customer may request a discount proportional to the price, and if the defect is serious, the Customer may request termination of the contract.
IKEA offers a commercial warranty for certain products, in addition to the legal warranty, of either five, ten, fifteen or twenty-five years for manufacturing and/or material defects. The commercial warranty is voluntary, thus it is advisable to consult the specific conditions of this warranty and its coverage at the link below, as well as the maintenance instructions of the products in order to give them the best possible treatment. This information is available at the following link on the IKEA website: https://www.ikea.com/es/en/customer-service/guarantees/
The commercial warranties offered by IKEA with respect to its products are conditioned by the domestic use thereof. This warranty will not apply in the event that there is evidence of a different kind of use, such as professional use linked to a business activity (barring products tested for such purpose), and in any event due to the use thereof in public institutions and administrations.
The warranty for products purchased for carrying out business or professional activities is regulated by the terms of the Commercial Code and by the Civil Code.
19. APPLICABLE LEGISLATION. JURISDICTION
This agreement will be governed by Spanish law, which will be applicable wherever this agreement does not specifically state so as regards the interpretation, validity and execution hereof.
In the event of any disagreement arising due to the purchase of products through the online sales service, arising from these General Terms and Conditions and for the purpose of settling all disputes, the parties agree to submit to the courts and tribunals of the city where the Customer is domiciled, hereby waiving their right to any other jurisdiction. In the case of companies, the competent courts and tribunals will be those provided for in the applicable legislation for each case.
POSTCODES AVAILABLE FOR ECONOMY DELIVERY
01400, 01409, 01474, 01476, 08001, 08002, 08003, 08004, 08005, 08006, 08007, 08008, 08009, 08010, 08011,08012, 08013, 08014, 08015, 08016, 08017, 08018, 08019, 08020, 08021, 08022, 08023, 08024, 08025, 08026,08027, 08028, 08029, 08030, 08031, 08032, 08033, 08034, 08035, 08036, 08037, 08038, 08039, 08040, 08041, 08042, 08100, 08104, 08105, 08106, 08107, 08110, 08120, 08130, 08150, 08160, 08170, 08172, 08173, 08174, 08184, 08191, 08192, 08193, 08194, 08195, 08196, 08197, 08198, 08201, 08202, 08203, 08204, 08205, 08206, 08207, 08208, 08210, 08213, 08214, 08221, 08222, 08223, 08224, 08225, 08226, 08227, 08228, 08290, 08291, 08330,08390, 08391, 08620, 08690, 08802, 08820, 08830, 08840, 08849, 08860, 08901, 08902, 08903, 08904, 08905, 08906, 08907, 08908, 08911, 08912, 08913, 08915, 08916, 08917, 08918, 08921, 08922, 08923, 08930, 08940, 08950, 08960, 08970, 08980, 11001, 11002, 11003, 11004, 11005, 11006, 11007, 11008, 11009, 11010, 11011, 11012, 11100, 11400, 11401, 11402, 11403, 11404, 11405, 11406, 11407, 11408, 11470, 11471, 11500, 11510, 11519, 11520, 11540, 11570, 11589, 11590, 11591, 11592, 11593, 11594, 11595, 11596, 11597, 11620, 15001, 15002, 15003, 15004, 15005, 15006, 15007, 15008, 15009, 15010, 15011, 15105, 15108, 15109, 15139, 15140, 15141, 15142, 15143, 15144, 15145, 15146, 15160, 15165, 15166, 15167, 15168, 15169, 15171, 15172, 15173, 15174, 15175, 15176, 15177, 15178, 15179, 15180,15181, 15182, 15183, 15184, 15185, 15187, 15188, 15189, 15190, 15198, 15300, 15314, 15316, 15318, 15319, 15389,15630, 15635, 15640, 15650, 15659, 15660, 15668, 15669, 15670, 15679, 15690, 28001, 28002, 28003, 28004, 28005,28006, 28007, 28008, 28009, 28010, 28011, 28012, 28013, 28014, 28015, 28016, 28017, 28018, 28019, 28020, 28021, 28022, 28023, 28024, 28025, 28026, 28027, 28028, 28029, 28030, 28031, 28032, 28033, 28034, 28035, 28036, 28037, 28038, 28039, 28040, 28041, 28042, 28043, 28044, 28045, 28046, 28047, 28050, 28052, 28053, 28054, 28055, 28100, 28108, 28109, 28210, 28220, 28221, 28222, 28223, 28224, 28229, 28231, 28232, 28250, 28270, 28290, 28320, 28330, 28339, 28341, 28342, 28343, 28350, 28359, 28370, 28500, 28510, 28521, 28522, 28523, 28524, 28529, 28530, 28600, 28607, 28609, 28610, 28660, 28668, 28669, 28670, 28679, 28690, 28691, 28692, 28693, 28701, 28702, 28703, 28798, 28802, 28803, 28806, 28813, 28821, 28822, 28823, 28830, 28840, 28850, 28851, 28860, 28861, 28864, 28890, 28891, 28901, 28902, 28903, 28904, 28905, 28906, 28907, 28909, 28911, 28912, 28913, 28914, 28915, 28916, 28917, 28918, 28919, 28921, 28922, 28923, 28924, 28925, 28931, 28932, 28933, 28934, 28935, 28936, 28937, 28938, 28939, 28941, 28942, 28943, 28944, 28945, 28946, 28947, 28950,28970, 28971, 28976, 28977, 28978, 28979, 28981, 28982, 28983, 28984, 28990, 28991, 29001, 29002, 29003,29004, 29005, 29006, 29007, 29008, 29009, 29010, 29011, 29012, 29013, 29014, 29015, 29016, 29017, 29018, 29120, 29130, 29140, 29150, 29190, 29191, 29192, 29193, 29196, 29569, 29570, 29580, 29590, 29591, 29592, 29620, 29630, 29631, 29639, 29640, 29649, 29650, 29720, 30001, 30002, 30003, 30004, 30005, 30006, 30007, 30008, 30009, 30010, 30011, 30012, 30100, 30107, 30108, 30109, 30110, 30120, 30130, 30139, 30140, 30150, 30151, 30152, 30157, 30158, 30159, 30160, 30161, 30162, 30163, 30164, 30165, 30166, 30167, 30168, 30169, 30500, 30506, 30507, 30508, 30509, 30560, 30562, 30564, 30565, 30570, 30579, 30820, 30830, 30831, 30832, 30833, 30834, 30835, 30836, 33001, 33002, 33003, 33004, 33005, 33006, 33007, 33008, 33009, 33010, 33011, 33012, 33013, 33070, 33071, 33080, 33100, 33140, 33170, 33171, 33172, 33173, 33174, 33180, 33183, 33186, 33187, 33188, 33189, 33190, 33191, 33192, 33193, 33194, 33195, 33196, 33199, 33200, 33201, 33202, 33203, 33204, 33205, 33206, 33207, 33208,33209, 33210, 33212, 33213, 33290, 33299, 33340, 33350, 33390, 33391, 33392, 33393, 33394, 33400, 33401, 33402, 33403, 33404, 33405, 33410, 33411, 33412, 33416, 33417, 33418, 33420, 33422, 33423, 33424, 33425, 33426, 33427, 33428, 33429, 33430, 33438, 33439, 33440, 33448, 33449, 33450, 33456, 33457, 33460, 33468, 33469, 33470, 33480, 33490, 33491, 33492, 33518, 33519, 33527, 33600, 33610, 33611, 33612, 33613, 33614, 33615, 33616, 33617, 33618, 33619, 33620, 33627, 33628, 33629, 33630, 33637, 33638, 33639, 33640, 33650, 33660, 33669, 33690, 33691, 33692, 33693, 33694, 33695, 33696, 33697, 33700, 33701, 33702, 33703, 33704,33705, 33706, 33910, 33912, 33919, 33920, 33928, 33929, 33930, 33934, 39700, 39706, 39707, 39709, 39798, 41001, 41002, 41003, 41004, 41005, 41006, 41007, 41008, 41009, 41010, 41011, 41012, 41013, 41014, 41015, 41016, 41017, 41018, 41019, 41020, 41080, 41089, 41092, 41100, 41110, 41111, 41120, 41130, 41200, 41210, 41300, 41309, 41500, 41700, 41800, 41804, 41805, 41806, 41807, 41808, 41809, 41830, 41849, 41900, 41907, 41908, 41909, 41910, 41927, 41928, 41930, 41940, 41950, 41960, 41970, 41980, 41989, 46001, 46002, 46003, 46004, 46005, 46006, 46007, 46008, 46009, 46010, 46011, 46012, 46013, 46014, 46015, 46016, 46017, 46018, 46019, 46020, 46021, 46022, 46023, 46024, 46025, 46026, 46035, 46100, 46110, 46111, 46112, 46113, 46114, 46115, 46116, 46120, 46128, 46131, 46132, 46133, 46134, 46182, 46192, 46200, 46210, 46220, 46225, 46230, 46290, 46394, 46419, 46420, 46430, 46439, 46440, 46450, 46460, 46469, 46470, 46900, 46901, 46909, 46910, 46920, 46930, 46940, 46950, 46960, 46970, 46980, 46988, 46989, 47001, 47002, 47003, 47004, 47005, 47006, 47007, 47008, 47009, 47010, 47011, 47012, 47013, 47014, 47015, 47016, 47017, 47018, 47130, 47131, 47132, 47140, 47150, 47151, 47152, 47153, 47155, 47161, 47169, 47170, 47171, 47190, 47191, 47192, 47193, 47194, 47195, 47196, 47197, 47200, 47239, 47240, 47270, 47280, 47281, 47290, 47610, 47620, 48001, 48002, 48003, 48004, 48005, 48006, 48007, 48008, 48009, 48010, 48011, 48012, 48013, 48014, 48015, 48100, 48110, 48111, 48112, 48113, 48114, 48115, 48116, 48120, 48150, 48160, 48170, 48180, 48190, 48191, 48192, 48194, 48195, 48196, 48330, 48340, 48390, 48410, 48450, 48480, 48490, 48498, 48499, 48500, 48508, 48510, 48520, 48530, 48550, 48600, 48610, 48620, 48630, 48640, 48650, 48810,48820, 48830, 48840, 48850, 48860, 48901, 48902, 48903, 48910, 48920, 48930, 48940, 48950, 48960, 48970, 48980, 48990, 48991, 48992, 48993, 50001, 50002, 50003, 50004, 50005, 50006, 50007, 50008, 50009, 50010,50011, 50012, 50013, 50014, 50015, 50016, 50017, 50018, 50019, 50020, 50059, 50090, 50110, 50120, 50162, 50171, 50172, 50173, 50174, 50180, 50191, 50192, 50193, 50194, 50195, 50196, 50197, 50198, 50410, 50411, 50420, 50430, 50720, 50730, 50740, 50820, 50830.
Withdrawal form
This form must only be completed and sent if you wish to withdraw from the contract.
To the attention of:
IKEA CONTACT SUPPORT CENTER ESPAÑA
C/ Me falta un tornillo, 5
47195 - Arroyo de la Encomienda (Valladolid)
Telephone: +34 900 400 922
Email: [email protected]
I hereby inform you that I withdraw from the sales agreement of the following order and of the good or goods and the services comprising said order:
Order no.: Received on:
Consumer’s name:
Consumer’s address:
Consumer’s signature Date:
(Only if this form is submitted on paper)