General Terms and Conditions of Sale in Store and Online

These general terms and conditions of sale ("GTC") apply to all sales of products and services (together referred to as the "Product(s)") concluded between a buyer (hereinafter referred to as the "Customer" or "you"), and the seller (hereinafter referred to as "IKEA" or "we"), within an IKEA store, excluding distance selling.

These GTC can be consulted at any time on the website www.ikea.ma as well as directly displayed in store so that you can read them before making their purchases in the IKEA store. Any order for products implies unreserved adherence to these GTC, supplemented or modified by our special conditions, which cancel any contrary clause that may appear in the conditions of purchase, purchase orders or other commercial documents.

Sales made in this context are reserved only for consumers, within the meaning of Article 2 of Law 31-08 laying down consumer protection measures (the "Law"), acting exclusively on their own behalf and having the full legal capacity to contract. The Products must be intended solely for the personal or family use of the recipient, which excludes any resale of said Products to third parties.

1. Acceptance and Modification of the GTC

You declare to have read these GTC before the sale and to have accepted them. Any order from you therefore implies acceptance without restriction or reservation of these GTC. These GTC will be applicable as long as they are available on www.ikea.ma as well as directly store. The GTC may be modified or replaced by IKEA. The applicable general conditions will be those in force at the time of the sale.

2. Identification of the seller

The Products are sold to you by SYH Morocco S.A.R.L., 124 Bd Rahal El Meskini Floor 5, Casablanca, Morocco

3. Purchase

Products purchased from IKEA, may, depending on their availability and at your choice, be picked up the same day in store or delivered, subject to full payment of the price of the Products. In order to continue to adequately serve the warranty of its products, IKEA offers its products in household quantities to you for your personal use of the product’s purpose and not for reselling. We, therefore, reserve the right not to sell in quantities exceeding household quantities.

4. Price and payment

All prices are expressed in Moroccan dirhams and include all taxes (VAT at the rate in force at the time of sale). The applicable prices are those displayed in store and confirmed at the time of purchase. The implementation and execution of the optional paid services will be considered after full payment of the price of the Product as well as the price of optional services. You have the possibility to pay for their order with one of the following means of payment:

In-store :

In cash (within the limits of the regulatory ceilings);
By credit card (Visa, Mastercard);
By IKEA FAMILY credit card;
By bank cheque;
By wire transfer;
By gift card.

Online at IKEA.ma

By credit card (Visa, Mastercard);

5. Goods Handout

In case you have not picked up your items in IKEA Store or Shop yourself, you are requested to receive your order in merchandise handout in our Store or in case of delivery at the delivery address on the delivery date. You are requested to check the condition of the packaging and the number of packages at the time of receipt and collection of your goods in the dedicated area in store or in case of delivery at the place designated on the order form.

6. Delivery

Delivery, if any, will be made by carrier to the address you have designated in the order form. Please note that some products cannot be delivered, given the nature of these, i.e. perishable products, such as fresh products from IKEA food (note Delivery Restrictions).

Delivery costs are defined based on location, city, and order type, whether it's a small parcel** or a large item.

Distance is measured between delivery address and IKEA Unit that is fulfilling the order.
** Parcel has a limitation of maximum 20 kg and Measurements not exceeding 35 cm x 55 cm x 100 cm.

Location and time for delivery

At the time of purchase, we will offer several delivery dates depending on the type of product and the place of delivery. Once you have chosen the date that suits you best, we are committed to ensuring delivery on that date. Unless expressly agreed otherwise, we will deliver on the date agreed at the time of purchase and indicated in the order form.

The location for delivery must be in the Kingdom of Morocco and accessible by ground transportation, subject to local transport particularities, such as restrictions in certain regions. You must ensure the accuracy of the address on the order form and undertake to clearly indicate at the time of purchase the difficulties that the carrier may face when delivering the products, in particular because of their weight or volume.

48 hours before the delivery date we will contact you via phone call and/or SMS and/or email to set up the delivery appointment. On the day of delivery, the delivery team will contact you in advance to confirm your presence at the place of delivery of your order and to ensure that there are no unexpected access restrictions. You assume responsibility for being present at the delivery address or place of delivery on the date of delivery. We are not responsible to verify the identity of the person present at the time of delivery of the order and who would accept said order by signing the delivery note. We however, reserve the right to check the recipient's data to ensure that you have received your order. The signature by any person you have instructed to receive the order on the order form confirms the correct receipt of the said order, its contents and the number of associated packages indicated on the delivery note.

In case of difficulty to reach you by phone or at the address indicated in the order form, the order will be returned to IKEA by setting a second appointment within 48 hours, we preserve the right to return the goods and refund you all payments made within seven (7) calendar days according to your payment method.

We will notify you as soon as possible, of the occurrence of exceptional circumstances preventing delivery on the agreed date or within the indicated period. We will contact you by any means, including email or phone, to agree with you on a new delivery date.

If the newly proposed delivery date exceeds the initially agreed date by seven (7) calendar days and when the delay is not due to a case of force majeure (pandemic, strike, flood, accident), you may terminate the order. In case a new delivery date cannot be agreed on, we consider the order terminated. In case the order is terminated, we will refund all payments made within four to six weeks. In any case, we cannot be held liable for any potential claims or damages caused by delays or terminated orders.

In case items are out of stock at the time your order is prepared, we will contact you not later than 48 hours before the date of delivery to inform you about the partial delivery and to indicate the estimated date of arrival of the items said to be out of stock. We will not charge you any additional fees for multiple deliveries caused by partial delivery.

Terms of delivery

The delivery takes place in a room of your choice (no delivery in several rooms of your home) to the delivery address. Make sure that the access to the hallways, stairs and elevators are sufficiently sized in relation to the size of your packages. The size of the packages is available on each product sheet.

Delivery is ensured up to 4th floor in absence of elevator.
Areas and addresses that are not accessible with paved roads (mountain road; muddy track; narrow street) are not affected by delivery.
The distance between the paved road and the delivery address must not exceed 100 meters.
IKEA or its service provider do not ensure the delivery of the Product through the window.
If products to be delivered cannot be transported inside the home due to the small size of the premises or the means of access (truck access, staircase, elevator), then you have the choice to:
- return or have the product returned to the relevant IKEA store, at your own expense.
- ask a service provider, whom you have designated, to ensure the delivery of the Product by the window, at your expense.
Delivery personnel are not allowed to leave items without having the receipt signed.
Upon delivery, please check all delivered products, their physical condition and if the number of packages is correct. You will be asked to sign the delivery documents, which confirm that the delivery process has been completed, the number of your packages and that the delivery has not caused any damage to your goods, and that the products delivered were free of all damage and that you are satisfied with the service you have received.
If there is obvious damage, missing elements, or incorrect elements, please indicate this in addition to the receipt document that was given to you at the time of delivery. Missing, damaged or incorrect items will be exchanged and delivered free of charge. You must make precise and reasoned reservations on the delivery note: indication of the number of missing and/or damaged packages, and detailed description of the possible damage (open or torn packaging, deteriorated or missing product, etc.).
This will not affect your legal right to inform us if you notice any damage to the product later. You must notify us of all damaged, missing, or incorrect products within a maximum of seven (7) days from receipt of your order. If you refuse to sign the delivery note, this will be considered a refusal to receive the delivery and a consent to cancel the order without compensation.
Once you have received your order personally (or by your representative), you become the owner and you are therefore responsible for it. This means that you will be liable for any damage or loss that may occur in the future.
Any complaint after the withdrawal/delivery of the goods (non-compliant order, defective product, etc.) must be made to the IKEA store concerned or to the Customer Relations Center by phone or email. You must keep any damaged item for review by IKEA. If you dispose of damage objects before we have a chance to examine them, you will assign any request for replacement.
Once liability for any damaged item is proven, we will deliver it to you or, if we do not, we will refund all payments made within four to six weeks.

Delivery restrictions

We do not deliver any perishable products (including plants).

Some of our furniture is bigger than you would expect, especially the sofas. Please check the dimensions of the products during your purchase to ensure that you have enough space in the location where you need it and that, after assembly, the item corresponds to the chosen place in your home.

Before our delivery, you must ensure that you have enough space for us to enter, complete the process of delivering the products in their original packaging and ensure that the stairs and elevators leading to your home are adequate for delivery. The use of the stairs must allow delivery without causing damage to the product or endangering the safety of our delivery staff.

You need to make sure that your home, area, and place of delivery are safe for our delivery staff.

You must also remove all fragile objects that may be damaged or broken during delivery, such as lamps, vases, frames, etc. to free up the passage for the delivery of products and avoid hindering the work of the delivery and assembly staff, thus avoiding any material or bodily damage. Delivery and assembly staff must not disassemble or move existing items to your home, whether IKEA or other products.

To ensure safe delivery of your shipments, you must provide us with as much detail as possible in advance, on the status of the address and on the circumstances specific to your region that may affect the delivery process, such as: will there be enough time to load/unload? Do you live in an area where trucks are prohibited from parking and loading/unloading? Are there any restrictions in terms of height, width, or weight? Are there any restrictions in terms of car parking? Is a special permission required to park? Will the delivery be on a higher level than on the ground floor? Would it be difficult to reach the place due to narrow doors or a narrow staircase? If the delivery applies to a business area, is there a limitation on working hours?).

We will do our best to deliver all your items to the place of your choice, safely and conveniently. However, if your room is on a higher level and our staff find that they are not sure to access it, they will arrange with you to find another room. If the delivery staff believes that the part you have chosen may cause damage to the item or your home, they will inform you and note these reasons in the delivery receipt. You can accept delivery even if you know these reasons, but we cannot be held liable for damage caused to the product or your home because of the attempted delivery made in accordance with your instructions (care must be taken when delivering the product).

Delivery personnel will conduct a risk assessment before moving products. It will also assess the risks to the health and safety of each person. Delivery personnel will not deliver any products other than those agreed to and listed in the confirmation receipt, nor will they deliver any products that may pose a security risk after completing the risk assessment.

Delivery drivers are not allowed and should not proceed as follows: removal of doors, windows, and door frames in order to complete the delivery process (if this procedure is necessary, it must be carried out before delivery; we will not carry any specialized lifting equipment). Delivery personnel shall not disassemble, assemble, or unpack any product they deliver; it will also not remove the bases during delivery (if you are worried about damage that could occur to your wooden floor or carpets, you need to make sure that the blankets are adequate to protect it).

You are responsible for ensuring the availability of electricity, as well as its proper functioning before the scheduled date of delivery. The delivery staff does not carry out electricity connections or plumbing work.

Risk and transfer of responsibility

We bear the risks of storage and transport to the place of delivery designated by you on the order form. You are responsible for the goods deposited in your hands as soon as they are physically handed over, the transfer of possession resulting in the transfer of risks.

7. Assembly and installation policy

All assembly and installation orders are charged 100 MAD per order. The installation services of kitchens or bathrooms are carried out on prior estimate following a mandatory pre-visit to your home.

The IKEA item assembly service is available in association with the delivery service only. In Zones 1 and 2 of the table above assembly service is available as well for items carried by you. However, assembly service requires that the packaging of the product is untouched. If the packaging of an item, carried by you, is opened before arrival of IKEA assembly team, we are free to refuse performance of the assembly service while the charges still apply. If a product is cancelled due to unavailability in stock or at your request subject to compliance with the conditions of section 6 above (delivery), respective assembly costs will be refunded within four to six weeks. In some cases, the cancellation of all products requiring assembly could lead to a change in the delivery date chosen previously which you accept and acknowledge without reservation.

IKEA assembly consists of an assembly of IKEA product(s) at your home in the room of your choice, in accordance with the assembly instructions provided in the product packaging. The assembly service is not available for kitchen and bathroom furniture (excluding solitary products). The assembly service includes:

The assembly of IKEA furniture in accordance with the assembly instructions provided in the product packaging.
Wall mounting of furniture if required in the IKEA assembly instructions.
The installation of handles (on pre-pierced doors or not).
The installation of interior fittings of modular combinations type cabinet.
The installation of lighting in display cases as well as drilling for cable passes.
The removal of product packaging at your request.

Assembly service does not include:

Removal of packaging other than that of the assembled product.

The assembly and installation of all elements of modular kitchen or bathroom combinations (subject to specific conditions).

The installation of floor coverings.

The cutting or any other modification of IKEA furniture (except drilling for handles or passage of luminaire cable, as provided for in the IKEA assembly instructions.).

Electrical connections other than those provided above (e.g., wall lights or suspensions/ceiling lights).

Modalities of carrying out the assembly service

The address of the place, as well as the part, of assembly are indicated by you at the time of the order. You must ensure the accuracy of the information provided. For the execution of the assembly service, we ask you to:

Ensure that the rooms are suitable for assembly (unencumbered spaces, clean and clean floors and wall coverings, electricity available, sufficient width of the front door, need for sufficient space for mounting furniture parts, etc.).
Ensure that the ceiling height is sufficient in the case of furniture requiring assembly on the floor before being raised and fixed (ex: dressing room).
Be present during the execution of the entire assembly and report on the end-of-assembly document any anomalies.

In the case of wall furniture, you must first approach a specialist to ensure that the structure of the wall is such as to support the weight of a loaded piece of furniture and any limitations, and in the case of installation of high furniture on a plasterboard support. If the quality and/or nature of the wall make it impossible or dangerous to fasten IKEA furniture, the assembly staff will inform you. The impossibility of assembly and fixing shall be mentioned on the end-of-assembly document.

Electrical connections concern only the installation of IKEA lighting products (spotlights, light ramps, etc.) that are intended to be associated with our furniture. They consist of attaching the luminaire to the furniture in accordance with the instructions and connecting the device directly to an electrical outlet.

We inform you and you have become aware that unsecured furniture can tip over. The furniture must be fixed to the wall with the security fasteners provided to avoid any tipping. The fastening system depends on the material of the support. Choose vox fasteners (sold separately) according to your walls. For safety reasons, wall cabinets can only be fixed on concrete walls.

Assembly staff acts as careful as possible to assure proper mounting and fastening of IKEA furniture to your walls. However, you accept to relieve IKEA of any responsibility related to the failure to attach IKEA products to your wall due to its nature not being capable to carry the load of the IKEA products fastened at it.

Appointment date and time of assembly service

We confirm agreed assembly date on the service order form, via phone, SMS, or email as per your choice. Provided working hours are not limited, we offer our assembly service from Monday to Sunday, from 09:00 to 21:00.

In case the assembly service cannot be finished in one day, we will inform you without delay by e-mail or phone (call, SMS) as per your chosen channel of communication. We will offer you an appointment to complete the assembly service, if possible, within 48 hours, depending on your availability. As such, we do not commit to any specific deadline for the closure of the assembly service of the products ordered and delivered to you.

The making of delivery appointments is communicated at the time of purchase with a delivery document specifying the date and the items to be delivered regardless of the type of purchase (web, direct store).

End-of-assembly document

At the end of the assembly service both you and assembly staff jointly annotate and sign the end-of-assembly document, recording any anomaly, before and during, the assembly (damages, missing, incomplete assembly, etc.), as well as during the functionality tests. We do only accept your claims or complaints for anomalies and/or damages to the property (objects, walls, floors, etc.) recorded in the end-of-assembly document.

If your complaint relates to the quality of the assembly service, we reserve the right to send a representative to ascertain the state of realization of the service and evaluate any defects and consequences.
If proven faulty workmanship related to the assembly service, we will proceed at our own expense to the repair of the said defect.

8. Changes or cancellation of the order

If you are unable to take delivery and/or assembly of the goods on the agreed date, you must inform IKEA Customer Service (by sending an email to or by phone) no later than 72 hours before the scheduled delivery date, to agree on the terms of a postponement of delivery. The delivery deferral period must not exceed seven (7) days.

In case of absence on delivery and/or assembly, we will contact you again to agree with you on a new delivery and/or assembly date. In case of your absence at the second appointment, the order will be considered as cancelled under the conditions provided in these GTC.

Subject to compliance with the conditions below, and subject to implementation prior to delivery and/or assembly, we offer you the opportunity to retreat on your commitment and cancel all or part of your purchase.

If you completely cancel an order (total cancellation) 48 hours prior the delivery and/or assembly date, we will refund all payments made (purchase price, delivery, and assembly costs) within seven (7) calendar days. However, if the cancellation happens to be less than 48 hours before the delivery and/or assembly date, we will only refund purchase price and assembly costs, but nor delivery costs. In case cancellation happens at the arrival of the assembly staff, the cost of travel package will not be refunded.

The cancellation must be made to IKEA Customer Service (by sending an email or by phone), mentioning the number indicated on your order form.

In the event of non-compliance by you with the provisions of these GTC, IKEA is relieved of any liability regarding the delivery of the products you have ordered and, in any event, any compensation due to damage attributable to IKEA under its delivery obligations is limited to the amount of your order.

9. Installation of kitchens and bathrooms

In case of assembly services related to kitchen and bathroom furniture following specific requirements apply:

You must ensure the accuracy of the information provided at the time of the order.
IKEA is committed to deliver and assemble the design of the kitchen or bathroom as agreed in the order form. IKEA accepts no liability for variations of the assembly upon your request. You acknowledge and accept full responsibility for requesting assembly services deviating from the agreed design.
You are responsible that kitchen or bathroom can be installed in one room, which corresponds, (i) to the agreed concrete plan and, (ii) to the usual technical requirements of good placement, as regards finishing, accessibility, and technical equipment.
Assembly staff will make every effort to achieve the kitchen or bathroom you desire. However, to ensure that the desired layout for the kitchen or bathroom meets the rules of the art, in case of problems or limitations, alternative solutions may be proposed to you.
Connections to water and gas are not in scope of IKEA assembly.

The destination part of the installation must be:

Clear and in accordance with the technical record (plumbing and electricity) provided following the measurement or during the design.
The walls and floor should be dry, and level.
Connections to water, gas, etc. must meet the standards and regulations in force.

If the part does not meet the conditions listed above, all subsequent work will be carried out at your own risk. We reserve the right to refuse or suspend the execution of the works in whole or in part until the aforementioned conditions are met.

Appointment, date and time of assembly service

The assembly time varies according to the size of the kitchen or bathroom and the number of items to be assembled from one (1) day to five (5) days of installation. The assembly staff shall provide you with an estimation of the installation time at the start of the assembly. You or your representative must be present during the execution of the entire installation.

In case of breakage of certain items assembly staff can proceed to a partial installation in common agreement with you specifying the estimated date of arrival of the items said out of stock.

10. Return and Exchange

You have the possibility to return your product yourself free of charge in the store of your choice, with your proof of purchase. We reserve the right to disapprove of the return of the following Products:

articles sold in "AS IS - Bonne Trouvaille";
exposure models; and
any Product unpacked from its original packaging, assembled and/or used

No return of the product can be made by carrier without the express prior consent of IKEA. In case of return by carrier, the costs of returning the product remain at your expense, unless implementation of the legal warranty and the IKEA warranty.

You will therefore have to pay the costs of transporting the product to the IKEA store beforehand. The cost of transportation to the IKEA store is the same as the cost of delivery. You have the possibility to pay them by calling directly the Customer Support Center, please prepare your order number and the delivery receipt before making your call. In case of return by carrier, the products must imperatively be dismantled, otherwise no return can take place.

11. IKEA warranties and legal warranties

Free IKEA Commercial Warranty:

If in the context of a correct assembly of a product, regular maintenance and normal use, a manufacturing defect appears, and you wish to return said Product, you must return the items to us within a period not exceeding 365 days from the date of receipt of your order; this warranty does not cover normal wear and tear as it does not affect the use or safety of the Product on a daily basis. No commercial guarantee is granted on the products sold in the " AS IS - Bonne Trouvaille" section.

Legal guarantees:

Regardless of the commercial warranty, IKEA remains bound by the legal guarantee of conformity mentioned in Article 65 of the Law (it is mandatory to specify the law in force). In this sense, and in the case of movable property, you have a period of 365 days following the delivery of the said movable property, on pain of foreclosure, to bring a legal action arising from defects requiring the guarantee provided for in article 65 of the Law.

The legal guarantee of conformity applies independently of any contractual guarantee granted.

Installation of IKEA products in places welcoming the public: we remind you that the purchases made under these GTC are intended for domestic use and therefore draw your attention to the fact that our Products may, in some cases, not meet the safety standards required for installation and use in a public place. If such a use is envisaged, we advise you to inquire in advance with the local authorities about any specific requirements required, in particular in terms of fire safety.

In addition, we inform you that, with the exception of certain office furniture, most of the conventional guarantees granted by IKEA (mattresses, sofas, kitchens, etc.) do not cover use in a collective or professional environment.

12. Your personal data

By adhering to these GTC, you consent to SYH Morocco, as data controller, canning and processing your personal data for the performance of the contract for the sale of your products and services.

These data are intended solely for our internal services and our service providers (deliveries and/or assembly) acting for the purpose described above. They will be kept for the entire duration necessary for the proper execution of your order, the provision of associated services if necessary and as part of a possible after-sales service, unless otherwise provided by law.

In accordance with the provisions of Law 09-08 on the protection of natural persons with regard to the processing of personal data, you have the right to access, rectify and delete. You also have the right to object to any processing of data concerning you.

To exercise the rights you have, please send a letter, to which you will have attached your identity document, specifying your request to the following address: 124 Bd Rahal El Meskini Etage 5, Casablanca, Morocco; or contact us by e-mail: [email protected]; or contact us by phone +212 (5)20 100 9000

For details of our personal data policy and the conditions under which IKEA collects and uses your personal data when you use the IKEA website (www.ikea.ma), please see the 'privacy policy' section.

13. For invoice requests

Please send your request to [email protected].

Kindly include the following details:

Order or transaction number
Company name
Company ICE (Tax Identification Number)

14. Litigation

These GTC are governed by Moroccan law.