Terms and conditions of sale and installation service for "KASKER and SKARARP, worktops under order

With the purchase of the countertop, the Countertop Installation Service is included, which includes the following services:

• Transportation Service¹ 
• Worktop Measuring Service

_{1 Consulta los términos y condiciones del servicio de transporte} 

There are 2 modalities under which the countertops installation service can be contracted:

With Kitchen Installation Service: this option will be applicable when the Consumer purchases a kitchen at IKEA Mexico Stores and contracts the Kitchen Installation Service, subject to the corresponding terms and conditions.

In this mode, after the Kitchen Installation Service is completed, IKEA Mexico, through the Customer Service Center, will contact the Consumer to arrange a date and time for the Countertop Measurement Service.

In cases where IKEA Mexico installs the kitchen, the installation will be complete once our installation team returns to the home to connect the appliances and sink/drainer (provided they are from IKEA Mexico), up to one business day after the installation of the countertop by the Marmolista.

 Until the installation of the Countertop is completed, the Consumer will have a temporary countertop.

No Cooktop Installation Service: This mode will be applicable when the Consumer only purchases the Countertop at IKEA Mexico Stores, without having purchased a cooktop at IKEA Mexico Stores and without having contracted the Cooktop Installation Service simultaneously with the purchase of the Countertop.

The Countertop Installation Service and related services will be available only for countertops purchased at IKEA Mexico stores and only in Mexico City and the metropolitan² area, therefore, IKEA Mexico reserves the right to extend or restrict such service to the cities it deems convenient. The hours in which such services may be provided will be Monday through Friday from 9:00 am to 5:30 pm. Consumers may consult the area directly at IKEA Mexico Stores (IKEA Mexico Store Planning Area) or at the Customer Service Center.

^{2 Consumers may consult the area directly at IKEA Mexico Stores (IKEA Mexico Store Planning Area) or at the Customer Service Center.}

During the Countertop Installation Service, the Consumer shall ensure that no countertop is in place (in the case of Countertop Installation Service without Kitchen Installation Service), therefore, it is the Consumer's responsibility to keep such area clear The Marble Mason shall not be obliged to uninstall or move any object that hinders or impedes the provision of the Countertop Installation Service (e.g., moving countertops).

The Consumer shall provide IKEA Mexico with the necessary measurements for the design and installation of the Countertop, based on which IKEA Mexico will provide the Consumer with an indicative quote. The measurements and characteristics will be based on the kitchen in which the countertop is to be installed and should take into account measurements and details regarding: windows, obstacles, water intakes, walls, appliances, sink and faucet.

After delivery of the indicative budget, if the Consumer wishes to continue with the purchase of the Countertop and therefore the Countertop Installation Service, he/she must pay the full amount of the indicative budget, i.e. in a Purchase Order to be delivered by IKEA Mexico through a Purchase Order. The Purchase Order with the indicative budget will be valid for 30 calendar days from the date of issuance of the Purchase Order. 

Payment for the Purchase Order may be made at IKEA Mexico Stores or through the Customer Service Center, who will provide you with a secure payment link that will be valid for the remainder of the Store's business hours, as set forth in the Price and Payment section of these terms and conditions.

Once the payment has been made, the Customer must contact the Customer Service Center to schedule the date and time for the Worktop Measurement Service within 3 business days from the date of payment.

 Once the Countertop Measuring Service has been performed and if there are no differences in measurements between those provided by the Consumer for the indicative estimate and those taken by the personnel in charge of providing the Countertop Measuring Service ("Marmolista"), IKEA Mexico will make and install the Countertop within 7 business days after the date the Countertop Measuring Service was performed or, if applicable, within 7 business days after the date the Countertop Measuring Service was performed, IKEA Mexico shall manufacture and install the Countertop within 7 business days from the date the Countertop Measurement Service was performed or, as the case may be, within 7 business days from the date the Consumer has paid the cost of the difference in measurements in question according to the details set forth below. Said term shall be applicable as long as the Consumer has not requested substantial modifications that generate a delay in the Countertop's manufacture.

If the Countertop Measurement Service is performed and differences in measurements are identified between those provided by the Consumer for the indicative estimate and those taken by Marmolista, the Customer Service Center will contact the Consumer to inform him/her of such differences and the cost that such differences represent.

If the differences identified by the Marbleizer in the final measurements affect the cost paid by the Consumer in accordance with the indicative quote issued by IKEA Mexico, the following shall apply:

• If the difference implies an additional cost to the Consumer of more than $ 1 499 MXN (one thousand four hundred ninety-nine pesos 00/100 legal tender of the United Mexican States), the Customer Service Center will contact the Consumer to inform him/her about such differences and the cost to be covered by the Consumer.
  In this scenario, the Consumer may cancel the purchase of the Countertop when contacted by the Customer Service Center to notify them of the additional cost to be covered for the difference in measurements, in which case the Purchase Order paid by the Consumer will be refunded directly to the card with which the payment was made. The bank issuing your card may take an average of 15 days to credit your account. Consult the terms applicable to this type of transaction, as well as the follow-up of the process directly with your issuing bank.
• If the difference involves a refund to the Consumer of more than $ 1 499 MXN MXN (one thousand four hundred and ninety-nine pesos 00/100 legal tender of the United Mexican States), the Customer Service Center will contact the Consumer to inform him/her of such differences and the refund to be made to the Consumer.
• IMPORTANT: The differences in measurements that affect price and are equal to or less than $1499 (one thousand four hundred and ninety-nine Mexican pesos, national currency of the United Mexican States), will not be refundable or chargeable to the Consumer.

Once the countertop has been installed, the Consumer shall wait 24 hours from the installation of the countertop before using it, in order to ensure its proper functionality. In addition, the Marble Worktop Contractor shall take photographs of the Service provided and shall provide the Customer with a Service Acceptance Document.

This service consists of the Marble Worker going to the address indicated by the Consumer in the Purchase Order issued by IKEA Mexico, within 3 working days from the date of payment, to take the final measurements of the place where the Countertop will be placed in order to corroborate that the measurements provided by the Consumer in the indicative estimate are correct; such final measurements will be used as a basis for the elaboration of the Countertop.

 On the day of the measurement, the Marble Worker will agree with the Consumer on the details of the worktop manufacture, including the location of the joints and any other details to be considered (e.g. if the Marble Worker during the Worktop Measurement Service considers that additional joints are required). If the Marble Worker detects a difference between the measurements provided by the Consumer in the indicative estimate and those taken by the Consumer, the Marble Worker will indicate the difference to the Consumer at that time; however, IKEA Mexico personnel will confirm through the Customer Service Center if there is any difference as stated in these Terms and Conditions.

For the Countertop Measurement Service to be provided, the sink and/or cooktop must be available at the home at the time of measurement.

The Consumer shall ensure that the kitchen is fully installed and leveled prior to measurement by the Service Provider.

The Marble Worker for the Countertop Measurement Service and the Countertop Installation Service shall only wait at the address indicated by the Consumer for a maximum of 10 minutes after arriving at the address indicated by the Consumer. If the Consumer is not at the address indicated, it will be necessary for the Consumer to schedule a new appointment by contacting the Customer Service Center through which the Consumer will be informed of the cost to be covered for scheduling a new appointment for the provision of the Countertop Measurement Service and any of its related services. This is applicable for any number of appointments that need to be rescheduled.

Once the Purchase Order issued by IKEA Mexico has been paid, the Consumer may not cancel the purchase of the Countertop or the Countertop Installation Service or related services (such as: Transportation Service, Countertop Measuring Service). Nor may any of the features of the Countertop purchased be modified.

The Consumer may only cancel the purchase of the Countertop and the Countertop Installation Service when the Countertop Measurement Service detects differences in measurements that affect the price and are equal to or greater than $ 1 499 (one thousand four hundred ninety-nine Mexican pesos, national currency of the United Mexican States).

Appointments made by the Consumer with IKEA Mexico cannot be cancelled or rescheduled, but you may contact the Customer Care Center for support if possible.

For Countertop Installation Service and related services, the Consumer will be asked to provide the following data:

• Full name
• Address
• Contact telephone number
• E-mail address

All data provided by the Consumer to IKEA Mexico will be treated in accordance with the Privacy Notice that IKEA Mexico has at its disposal on the Website and that the Consumer declares to know, to have read and to agree with before contracting the service.

The Countertop Installation Service and the Countertop Measurement Service shall be provided at the address indicated for such purpose by the Consumer. 

In the event that the information provided by the Consumer is incorrect or inaccurate, IKEA Mexico may contact the Consumer by telephone and/or e-mail.

Each countertop piece shall have a maximum length of between 1.90 m and 2.30 m depending on the access to the home where it is to be installed, taking into account elevators and stairs. , whether for the delivery of the Countertop purchased or for the Countertop Installation Service and/or related services, the Consumer must ensure that the address where the Countertop is delivered or installed has the necessary permits to deliver the Countertop manually.  If applicable, the Consumer must notify if the address where the Countertop is to be installed requires any special maneuvers, such as, for example: IKEA Mexico shall not be responsible for any special maneuvers, such as, but not limited to, the removal of furniture, since IKEA Mexico shall not be responsible for lifting the Countertop (using mechanisms such as cranes, levers or ropes to lift the furniture outside or inside the building) in order to bring it into the address indicated by the Consumer, nor shall it be responsible for removing doors or door frames to fit the furniture, nor for any other activity that is not expressly included in the Purchase Order and in these terms and conditions.

The Countertop Installation Service and related services shall always be performed in the presence of the Customer or authorized person. If the Consumer is not present at the time of the Marmolista's visits, the personnel who will provide the Countertop Measuring Service or the Countertop Installation Service ("Marmolista") will contact the IKEA Mexico Customer Service Center, and the Customer Service Center will contact the Consumer to request the Consumer to indicate the name of the authorized person in front of whom the aforementioned services will be provided. In the event that the Consumer cannot be located or does not authorize a person, a new visit by the Marble Worker to perform the Countertop Measuring Service or the Countertop Installation Service must be scheduled, which will result in an additional cost for scheduling a new appointment, in which case the Consumer will have to contact the IKEA Mexico Customer Care Center5 to schedule a new appointment.

At the time of the Countertop Measurement Service or Countertop Installation Service, the Consumer or authorized person will be asked to present some form of identification.

If, due to causes attributable to the Consumer, IKEA Mexico is unable to perform the Countertop Measurement Service or the Countertop Installation Service within the deadlines set forth in this document, the service shall be deemed to have been rendered, and the Consumer must schedule the corresponding appointments through the Customer Service Center. If the Consumer does not schedule and pay for the new appointments, IKEA Mexico will refund any amount paid by the Consumer, except for the Countertop Measurement Service.

Both the Countertop Installation Service and the Countertop Measuring Service may be provided by IKEA Mexico's third party suppliers, however, IKEA Mexico shall be solely responsible to the Consumer.

The time periods indicated in this document are an estimate. Any modification to this will be notified to the Consumer. In case of sanitary emergency, curfew or any other similar situation that limits the free transit of goods through the national territory, the Consumer will be notified of such situation either to extend the delivery time or, if applicable, to modify the day and time of delivery; for such purposes the Consumer may consult the Customer Service Center.

Neither the Countertop Installation Service nor its related services do not include modifications or adjustments to the surface or infrastructure of the building where the service is to be provided. The service provider shall not be obliged to uninstall or move any object that hinders or impedes the provision of the services (for example, moving furniture of any size such as armchairs, refrigerators, removing shelves, elements fixed to the wall, door or window frames, etc.).

The service provider shall remove the packaging and any other garbage generated during the service from the address where the service was provided.

If at the time the service is provided, the Consumer does not comply with any of the conditions set forth herein, the service provider may refuse to provide the service without liability for IKEA Mexico and the service shall be deemed provided, so that if the Consumer still requires the service, he/she must hire it again, so, if necessary, he/she must contact the Customer Service Center.

The Consumer shall have 180 days of warranty from the date on which the service was rendered, to make it effective under the following terms and conditions:

I. The same shall only be with respect to the Countertop Measurement Service and the Countertop Installation Service provided and shall only contemplate the following:

i. Countertop installation service (countertop is not properly installed or becomes detached during the warranty period).

ii. Use of the necessary items for the installation of countertops.

iii. Use of the articles or accessories that the product itself requires for its installation.

II. The same shall not apply with respect to the Countertop damaged at origin or during transportation when the same has been contracted to IKEA Mexico, in which case the Return Policy shall apply. 

III. To enforce the Countertop Installation Service warranty, the Consumer must contact IKEA Mexico through the Customer Service Center and provide proof of purchase of the corresponding service.

Such warranty shall not be applicable in those cases where the installed goods were not used in accordance with their normal conditions of use, if they were used for industrial and non-domestic purposes or if the use given to such goods was notoriously or excessively irregular, abusive or unusual.

The price of each of the services mentioned here, as well as the extra items, will be published in IKEA Mexico Stores and may be consulted at the Customer Service Center.

The Consumer shall pay the amount contained in the purchase order, such payment must be in full and may be made in:

• IKEA Mexico Stores: at the checkout area of IKEA Mexico Stores during the hours they are open to the public, using the payment methods supported by IKEA Mexico at those locations. Through a secure payment link. This payment link accepts the following payment methods: a) Debit card and b) Credit card. Purchases may only be made with cards issued in the United Mexican States.
• Secure Payment Link: The payment link is administered by Adyen Mexico, S.A. de C.V., therefore, IKEA Mexico does not store, process, share or transfer Consumer banking information. IKEA Mexico has entered into an agreement with Adyen Mexico, S.A. de C.V., in which it has agreed that it will implement best practices and measures to protect Consumer information; however, IKEA Mexico encourages Consumers to make good use of their confidential information, and if there are any questions about the security of the payment gateway, they may direct their questions to the IKEA Mexico Customer Service Center. IKEA Mexico will not be responsible for any failure of the payment gateway.

Upon satisfactory completion of the transaction, a transaction receipt will be issued, describing: a) the Consumer's information; b) the products and/services purchased; c) date of payment; d) place and date of delivery of the goods; and e) in general, any information related to the transaction.

Consumers may request invoicing of the transaction within 30 calendar days from the date the transaction was made, in the portal that IKEA Mexico makes available to the Consumer for such purposes on the Website.

IKEA Mexico is responsible for collecting, storing, retaining, managing and deciding on the processing of Consumers' personal data, for which it makes available its Privacy Notice. IKEA Mexico asks its Consumers to review the Privacy Notice before providing their personal data.

The personal data provided will be used for the purposes of providing services, providing a better service to the Consumer, making quality evaluations, as well as providing promotional information from IKEA Mexico. IKEA Mexico's Privacy Notice can be consulted at: https://ikea.mx/

In case of any questions, requests, complaints and claims or on any point that is not included in these terms and conditions, the IKEA Mexico Customer Care Center can be consulted. The Consumer may contact the IKEA Mexico Customer Service Center through the following means:

• Telephone numbers: 55 83 10 83 10.
• E-mail: [email protected]
• Address of IKEA Mexico stores: Calle Ote. 158 389, Moctezuma 2da Secc., Venustiano Carranza, 15530 Mexico City, CDMX.
• IKEA Mexico Web site, in the contact section.

In the case of procedures, notifications of any authority in matters of consumer protection, the applicable address will be located at Calle Oriente 158, número 440, Piso 3, Local JD-01, Colonia Moctezuma, Segunda Sección, Alcaldía Venustiano Carranza, C.P. 15500, Ciudad de México.

As a result of the health emergency caused by COVID 19, IKEA Mexico will prioritize the attention to consumers through digital mechanisms previously established, so consumers are invited to use the email and phone number previously identified. 

All notices, information or communications that IKEA Mexico intends to share with the Consumer will be made directly to the email and/or telephone number provided by the Consumer at the time of the transaction. 

In the event of any dispute arising out of the application or interpretation of these terms and conditions, IKEA Mexico and the Consumer shall submit to the conciliation procedure of the competent Federal Consumer Protection Attorney's Office or to the jurisdiction of the courts of Mexico City, waiving any other jurisdiction, present or future, that may correspond to them due to their address or any other cause.

Central Offices of the Procuraduría Federal del Consumidor, located at Circuito Interior Maestro José Vasconcelos number 208, Colonia Condesa, Alcaldía Cuauhtémoc, C.P. 06140 Mexico City, Mexico City, telephone (55) 5568 8722 and 800 468 8722.