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Terms and conditions of use from FEDEX

Updates:

We have made some updates or improvements to our website and/or terms and conditions of use:

  • Change in transportation service

For further details, we provide you with the complete Terms and Conditions document:

I. General Provisions

Ikano Retail México, S.A. de C.V. (hereinafter “IKEA Mexico”), with address at Calle Oriente 158 # 440, Piso 3, Local JD-01, Colonia Moctezuma, Segunda Sección, Alcaldía Venustiano Carranza, C.P. 15530, Mexico City (inside the shopping center “Encuentro Oceanía”), is the company that operates this website IKEA.mx (“Website”) and the physical IKEA Mexico stores located in the United Mexican States (the “Stores”), through which our products and/or services are offered to customers and visitors (hereinafter the “Consumers”) directly and without intermediaries, in accordance with the terms and conditions herein.

These terms and conditions (“Terms and Conditions”) shall be deemed accepted in full and without reservation each time a user accesses our website https://ikea.mx/ and/or through the application that IKEA Mexico makes available to Consumers (“Website”) and/or conducts transactions as a Consumer. Therefore, we kindly invite our Consumers to read them carefully before using the Website or making any transaction on the Website or the Stores. In case of disagreement therewith, we invite our Consumers to refrain from making any transactions and providing any information on the Website or the Shops.

The sole purpose of this Website is to make available to our Customers the information about products and/or services sold by IKEA Mexico either in the Stores or on the Website, as well as to provide information about promotions, news, location of our facilities, contact information, information about IKEA Mexico, among other data. Any use of this Website for different purposes may be censored by IKEA Mexico.

IKEA Mexico informs Consumers that this Website and the Stores contain several different elements deemed as intellectual property, which are protected pursuant to applicable legislation, including, but not limited to: trademarks, advertisements, reservations of rights, domain names, designs, among others, which are legally used by IKEA Mexico with the consent of their respective owners. Any use, copy, reproduction, transmission, dissemination, license or amendment or such rights may be prosecuted by IKEA Mexico or by the respective owners, through the corresponding legal instances.

The Consumer declares that he/she is over 18 years of age and has sufficient legal capacity in Mexican territory to enter into and abide by these Terms and Conditions.In the case of legal entities, the individuals acting in their name and on their behalf, guarantee to IKEA Mexico or any of its subordinates that they have sufficient representation on behalf of their principal at the time of the purchase and guarantee that when carrying out the transaction they are not violating the rights of any third party in this regard and that the data and information they provide are truthful, accurate and reliable.

By virtue of the foregoing, our Consumers, by using this Website express their acceptance of the following:

i. Observe, comply with and accept the Terms and Conditions set forth in our Website.

ii. Use the Website personally and only for lawful transactions.

iii. Review and therefore accept IKEA Mexico's Privacy Notice, before entering their personal data, which must be provided correctly.

iv. At the time of providing bank details, that such details are true and to be responsible for the charges and taxes derived from the resulting transactions.v. Not use third party information (whether personal, employment or banking) for transactions carried out through the Website, unless authorized by them.

These Terms and Conditions, as well as this Website, may be modified by IKEA Mexico. Therefore, before carrying out any transaction, we advise visiting the valid and updated version, which will be available on our Website (https://ikea.mx/). The amendments in question will be informed in a special section of the Terms and Conditions as a summary and will be effective from the publication date and only to orders and/or services that are contracted since the amendment is published on the Website.

II. Consumer Obligations

Consumers who carry out transactions through this Website are obliged to comply with these Terms and Conditions, as well as to comply with the special warnings or instructions for use contained herein and always act in accordance with the law, good customs and bona fide requirements, using due diligence, and refraining from using the Website in any way that may prevent, damage or impair the normal operation of the Website, the property or rights of IKEA Mexico, its suppliers, other users or any third party in general. Specifically, and without implying any restriction to the paragraph above during the use of the Website, the Consumer agrees to:

  • Provide truthful information about the data requested in any of the forms incorporated in the Website and keep them updated. IKEA Mexico reserves the right, without prejudice to other legal measures available for it, to withdraw, deny or suspend access to the Website in the event that the information provided is or may be false, inaccurate or misleading.
  • Not to enter, store or disseminate on or from the Website, any information or material that is defamatory, libelous, obscene, threatening, xenophobic, incites violence or discrimination based on race, sex, ideology, religion or that in any way violates morality, public order, fundamental rights, public freedoms, honor, privacy or the image of others and in general the current regulations.
  • Not to introduce, store or disseminate through this Website any program, data, virus, code, or any other electronic or physical device that may cause damage to the Website, any of the services, or any of the equipment, systems or networks of IKEA Mexico, any other user, IKEA Mexico's suppliers or any third party in general.
  • Not to carry out advertising or commercial exploitation activities through the Website and not to use its contents and information to send advertising or send messages for any other commercial purpose, or to collect or store third parties’ personal data.
  • Not to use false identities or impersonate others in using the Website or any of its services, including the use of passwords or access codes of third parties or in any other way.
  • Not to destroy, alter, disable or damage the data, information, programs or electronic documents of IKEA Mexico, its suppliers or third parties.
  • Not to introduce, store or disseminate through this Website any content that breaches industrial and/or intellectual property rights or third parties’ trade secrets, or in general any content of which it does not hold the right to make it available to third parties, in accordance with the law.

IKEA Mexico reserves the right to immediately withdraw access to the Website to those users who, in the opinion of IKEA Mexico, contravene these Terms and Conditions or when such access is used for illegitimate purposes, including those listed in these Terms and Conditions, fraudulent or against good faith.

III. Consumer's Account on the Website

The Consumer may create an account on the Website in order to save his/her shopping cart, for which the Consumer must provide his/her full name and email address.

The account on the Website is different from any account the Consumer may have in the IKEA Mexico loyalty program called IKEA Family. The latter is governed by the terms and conditions of such program.

The Consumer may, at any time, delete his or her account through the Website. IKEA Mexico may also delete the Consumer's profile after 2 years of inactivity or if IKEA Mexico believes that the Consumer has breached these Terms and Conditions, or that there is an unauthorized, fraudulent, illegal use of the account; the account is used in violation of any the Terms and Conditions herein, for any abuse or attempted abuse and any reasonable suspicion or dishonesty from the Consumer.

The personal data shared by the Consumer to create his/her profile on the Website is subject to the Privacy Notice published on the Website.

By registering and using the profile, the Consumer accepts these Terms and Conditions and related referenced documents, including the Privacy Notice.

IV. Transactions on the Website or the Stores

The products and/or services purchased by the Consumer, through the Website, in the Stores or through the Customer Service Center, are subject to these Terms and Conditions, as well as to the applicable legal provisions.

a. Language and currency of transactions

The transactions carried out in this Website, as well as the prices published in the Website and in the Stores, in the catalog and in any other communication means, are published in Spanish and the currency to be used in the transactions will be in national currency, that is, the legal tender in the United Mexican States.

IKEA Mexico may alternatively provide certain information in other languages, however, in the event of any dispute, the Spanish version will be the official one.

b. Purchase conditions

No information submission on the Internet is 100% secure, therefore, IKEA Mexico suggests its Consumers to verify the accuracy of all information before making the purchase and if any questions arise, you may contact the Customer Service Center. If the information available on the Website or in the Store is inaccurate, outdated or incomplete, IKEA Mexico reserves the right to unilaterally cancel the transaction prior to physical delivery of the product or provision of the service, as applicable. In such case, IKEA Mexico will provide a full refund of the payment to Consumers and provide them with a clarification of the facts that led to the transaction’s cancellation and the fulfillment of any other obligation of IKEA Mexico as provided by applicable law.

IKEA Mexico may market its products and/or services at retail or wholesale, depending on the products and/or services.

Consumers who use the Website are aware that there may be human error in placing a product or a notoriously low price, thus they agree to use this site under bona fide conditions. In this case, IKEA will only be liable for the purchase of a single product whose transaction was actually carried out and where the Consumer has proof of purchase and not for those that have been published by mistake and the Consumer claims to have seen them on the Website.

Transactions made on the Website or in the Store are subject to the availability of the products and/or services. In the event that Consumers have made a purchase and the product and/or service is not available for any reason, IKEA Mexico will contact the Consumer to notify that the purchase has been cancelled when all of the products or services in the purchase order are not available or to modify the purchase when only one or more products or services purchased are available, according to the deadlines below:

  • In the case of Parcel products1, within 7 working days from the day after the purchase is made.
  • For Home Delivery products2, up to one calendar day prior to the date chosen by the Consumer to receive the purchase.

In any event, the Consumer will be refunded the amount paid for the unavailable product and/or service and IKEA Mexico will comply with any other obligations under the applicable law.

1.Parcel products are those that weigh less than 24 kilograms and/or have a length of less than 1.8 meters in their packaging; 0.7 meters width, 0.435 meters height or 0.400 meters circumference. Depending on the type of product, the applicable Home Delivery service category will apply.

2.Home Delivery products are all those that exceed the weights and measures indicated above.

c. Characteristics of the products and/or services offered.

IKEA Mexico will market the products and/or services online that are displayed through this Website. The characteristics, conditions, colors, size and, if applicable, parts will be described on the Website, and will be part of the product that IKEA Mexico delivers to the Consumer. However, the photographs of such products and services are displayed for reference purposes only.

By purchasing the products offered on the Website or in the Store, the Consumer agrees to follow the instructions indicated on each product (e.g., that the products are attached to the wall according to the instructions on each one of them), therefore, the Consumer releases IKEA Mexico from any liability for any accident, damage or loss resulting from the failure to follow the corresponding instructions.

d. Delivery of the products offered

IKEA Mexico will only deliver products purchased on the Website or in the Store, as contracted, through the following delivery service modes:

In any case, please note that delivery times during high-demand seasons (e.g. Hot Sale, Buen Fin, December, among others) may be delayed due to the high demand of transportation during such dates.

  • Order and Pick Up at IKEA Oceanía: This option will only be available for products purchased in the Store that are not available for immediate delivery on the Consumer’s purchase date.Consumers who choose this option must observe the following procedure:
    • Location and hours: IKEA Oceanía (Av. del Peñón 355, Moctezuma 2a. Sección, Venustiano Carranza, C.P. 15530 Mexico City). Collection hours of the Purchase Order will be from Monday thru Sunday from 11:00 a.m. to 10:00 p.m.
    • In-Store Delivery Service: This service is only applicable for products offered at IKEA Mexico stores and purchased at IKEA Mexico.
    • Once payment has been made for the products offered in the Store and paid for by the Consumer in the Store, the Consumer may pick up the products on the date shown in the "Service Date" section of the Sales Order, provided that you receive a confirmation via email. This email will contain: (i) the number and location of the locker where the Consumer can pick up his/her purchase, (ii) the codes to open the locker, (ii) QR code and number key. This information is essential to collect the purchase. If the Consumer does not receive this information, he/she should contact the Customer Service Center by telephone or at IKEA Oceanía Customer Service Area (Av. del Peñón 355, Moctezuma 2a. Sección, Venustiano Carranza, C.P. 15530 Mexico City). 
    • The Consumer is solely responsible for the use of the locker security codes, thus the Consumer is required to refrain from sharing the codes and to pick up the products personally. IKEA Mexico is not liable for any use of the security codes other than as set forth herein.
    • Security codes can only be used once, so if the Consumer has any problems, he/she must call the Customer Service Center or contact the IKEA Oceanía Customer Service Area.
    • Pick-up of your purchase must be made at the self-service lockers located in the basement of IKEA Oceanía’s parking garage and the Consumer must sign receipt of the Purchase Order on the screen provided for this service.
    • The Consumer will have 3 calendar days to pick up the Purchase Order from IKEA Oceanía, since the day when the Consumer receives the mail with the locker number and security codes. If the Consumer does not pick up the Purchase Order within the indicated period, IKEA Mexico will cancel the purchase and proceed with the corresponding refund as indicated below.
    • IMPORTANT: Lockers are only for the safekeeping of the corresponding Purchase Order products. The entry of animals or of any person for any reason other than the collection of the products is prohibited (including children and/or pets).
    • Products on the Sales Order are subject to product availability. In the event that Consumers make their purchase and the product and/or service is not available for any reason, IKEA Mexico will contact the Consumer to notify the Consumer of such situation, up to 1 calendar day prior to the date indicated on the Sales Order in the "Service Date" section.
    • In any event, the Consumer will be refunded the amount paid by the latter for the unavailable product and/or service and IKEA Mexico will be subject to compliance with any other obligations under the applicable law.
    • For any questions or comments, please contact the Customer Service Area located in IKEA Mexico stores or by contacting the Customer Service Center.
  • Order and Pick Up at IKEA Puebla: This option will only be available for products purchased in the Store that are not available for immediate delivery on the Consumer’s purchase date. Consumers who choose this option must observe the following procedure:
    • Location and hours: IKEA Puebla Blvd Atlixcáyotl 1504, local 101 and 102, Colonia Reserva Territorial Atlixcayotl, Municipality of San Andrés Cholula, C.P. 72820, Puebla, in the basement of “Via San Angel” mall parking lot. Hours: Sunday 11:00 a.m. to 09:00 p.m.; Monday thru Thursday 12:30 p.m. to 09:00 p.m. and Friday thru Saturday 11:00 a.m. to 10:00 p.m.
    • In-store delivery service: this service is only applicable for products offered at IKEA Mexico stores and purchased at IKEA Mexico.
    • Once payment has been made for the products offered in the Store, the Consumer may pick up the products on the date shown in the "Service Date" section of the Sales Order, provided that you receive a confirmation via email. This email will contain: (i) order number and (ii) pick-up confirmation.
    • Collection of your purchase must be made at the Collection Point located in the basement of “Via San Angel” mall parking lot and the Consumer must sign receipt of the Purchase Order with the IKEA coworker available at that time.
    • The Consumer will have 3 calendar days to pick up the Purchase Order from IKEA Puebla, since the day when the Consumer receives the confirmation email. If the Consumer does not pick up the Purchase Order within the indicated period, IKEA Mexico will cancel the purchase and proceed with the corresponding refund as indicated below.
    • Products on the Sales Order are subject to product availability. In the event that Consumers make their purchase and the product and/or service is not available for any reason, IKEA Mexico will contact the Consumer to notify the Consumer of such situation, up to 1 calendar day prior to the date indicated on the Sales Order in the "Service Date" section.
    • In any event, the Consumer will be refunded the amount paid by the latter for the unavailable product and/or service and IKEA Mexico will be subject to compliance with any other obligations under the applicable law.
    • For any questions or comments, please contact the Customer Service Area located in IKEA Mexico stores or by contacting the Customer Service Center.
  • Click and collect: You can check the Terms and Conditions of this service here. 
  • Home Delivery: These options will only be available for products purchased at IKEA.mx or at the Stores provided that such products are not available for immediate delivery on the Consumer’s purchase date. Consumers who choose this option shall observe the following procedure:
    • Home delivery service will be available only in Mexico, and only and exclusively in the zip codes available at the time of purchase processing, which you can check at https://www.ikea.com/mx/es/customer-service/services/delivery/. The Website will update Mexico’s states and zip codes where this home delivery service is available, therefore, IKEA Mexico reserves the right to expand or restrict the service to the cities it deems appropriate.
    • The Consumer will be subject to the following home delivery modalities depending on the type of product:
      • IKEA Mexico classifies the products it sells into two types: (i) Parcel (Parcel Service) and (ii) Home Delivery (Bulky Items). Parcel products are those weighing less than 24 kg with a maximum length of 1.75 m, a maximum width of 70 cm, a maximum height of 43.5 cm and a maximum diameter of 40 cm per item. The Home Delivery service category applicable will depend on the product type. Home Delivery products are all those that exceed the weight and measurements indicated above.
      • Parcel Service: This home delivery service applies only to Parcel products and whose total purchase order does not exceed the dimensions and weights mentioned in the paragraph above. However, there may be items that, despite being within the dimensions categorized as Parcel products, can only be home delivered in the Transport Service mode. In any case, the Consumer will know which type of home delivery corresponds to him/her prior to paying for the products and/or services. In this service, the products will be delivered between 09:00 a.m. and 09:00 p.m. at the address indicated by the Consumer within a period of up to 17 working days. The Consumer cannot choose the delivery date or time. Up to 3 delivery attempts may be made.The service provider will only wait at the address indicated by the Consumer for a maximum of 5 minutes after arriving at the address indicated by the Consumer.
      • Transportation Service: This home delivery service only applies to Home Delivery products and exceptionally for Parcel products when automatically determined by the Website at the time of purchase. In this service, Consumers will have the option to choose the preferred delivery date, which may be between 2 and 14 calendar days following the purchase. The delivery schedule will be between 9:00 am and until 9:00 pm. We strive to deliver on the preferred delivery date although the transportation provider selected by IKEA may deliver on an earlier date equal to and/or later than the customer's preferred date; any change will be notified to you by call or email. In this modality, only one delivery attempt may be made. The service provider will only wait at the address indicated by the Consumer for a maximum of 10 minutes after arriving at the address indicated by the Consumer.

A Home Delivery order may be divided into one or more shipments.

  • If your order has been split into multiple shipments, you will receive a waybill number for each shipment into which your order has been split. If you have not received multiple waybills, your entire order will be delivered in one shipment.
    • Products will be delivered to the address indicated by the Consumer for such purpose.
    • The person who receives the products in any home delivery service modality must show an official ID with photograph and electronically sign the delivery record in the case of the Transport Service modality.
    • In any of the home delivery service modalities:
      • A photograph may be taken of the products delivered.
      • The Consumer must make sure that the service provider will be able to make the delivery correctly (e.g.: allow access in the lobby or corresponding entrance booth). Without exception, delivery orders will be left at the entrance or ground floor of the delivery address (street delivery).

Any form of delivery service may be provided by IKEA Mexico's third-party suppliers, however, IKEA Mexico shall be solely responsible to 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 email. In addition, any notice related to the purchase of the products and/or services will be notified by telephone and/or email to the Consumer.

The costs of any of the product delivery services modalities may be included in the product’s final cost, unless IKEA Mexico decides and indicates otherwise, in which case IKEA Mexico will inform of such situation in the product description. The costs for delivery services in any of its modalities shall be borne by the Consumer.

Delivery services of the products in any modality do not include the costs of the furniture assembly services, which can be purchased separately. If the Consumer requires this furniture assembly service, he/she must abide by the corresponding terms and conditions, which are available in the following section.

If, due to causes attributable to the Consumer, IKEA Mexico is unable to deliver the products within the deadlines indicated in each of the delivery service modalities, the delivery service will be deemed to have been rendered, the goods will be returned to IKEA Mexico and IKEA Mexico will cancel the order and refund the Consumer the amount paid for the order minus the cost of the applicable delivery service.

Applicable refunds will be reflected according to the terms set forth by the Bank or the payment method chosen by the Consumer or by IKEA Mexico, as applicable, in which case IKEA Mexico will take the appropriate actions within a period not exceeding 15 (fifteen) days to make the corresponding refund. For more information, please check our Exchange and Refund Policy.

The time indicated to deliver the products in any of the indicated delivery service modalities is an estimate. Any change thereto will be notified to the Consumer. In case of healthemergency, curfew or any other similar situation that limits the free transit of goods throughout the country, the Consumer will be notified of such situation either to extend the delivery time or, if applicable, to modify the delivery date and time. For such purposes, the Consumer may track the order status at the Customer Service Center.

e. Additional Services

The Consumer may purchase any of the additional services listed below:

1. Furniture assembly services

IKEA Mexico products are designed to be assembled by the Consumer according to each product's instructions. However, if the Consumer deems it necessary, he/she may request a furniture assembly service for the products to be assembled by a third party according to each product’s indications. This service is only available for some zip codes in Mexico; the availability will be confirmed during your purchase process.

1. Consumers will be able to confirm the availability of the service at the address indicated during their purchase process.

This service is only available for Home Delivery products and may be contracted by the Consumer at the time of purchase through the Website or in the Store or after purchase only in the Store.

For further clarification, when the Consumer contracts this service either in the Store or on the Website, the furniture assembly service will only apply to those products where it is expressly stated as applicable, either on the ticket or on the corresponding purchase order. Products that are not part of the ticket or purchase order for which the Furniture Assembly Service was contracted will not be assembled.

The assembly service does not include any installation of kitchen furniture, bathroom furniture and/or installation of curtains or curtain rods.

For further clarification, the furniture assembly service does not include in any way the fitting of any product (cutting, omission of parts placement, etc.), including but not limited to RUNNEN, MÄLLSTEN, ALTAPPEN products.

The cost of this service will be added to the final purchase cost and will be charged to the Consumer or will be paid directly at the cash registers of the Store. In this service, Consumers must choose the date to receive them. Such choice shall not be less than 2 calendar days after the purchase.

In the event that the Furniture Assembly Service cannot be completed during the hours chosen by the Consumer and during the hours in which this service is provided (9:00 a.m. to 9:00 p.m.), the Customer Service Center will contact the Consumer to schedule the continuation of the service from Monday to Sunday between 9:00 a.m. and 9:00 p.m.

Under no circumstances may the Furniture Assembly Service be provided outside the hours indicated above (Monday to Sunday between 9:00 a.m. and 9:00 p.m.).

The Supplier may interrupt the Furniture Assembly Service in the event of any situation caused by the Consumer that compromises the integrity of the Supplier's personnel, in which case the Customer Service Center will contact the Consumer to inform him/her of the Service interruption and if the Furniture Assembly Service is cancelled or will be rescheduled, depending on the severity of the danger.

The service may be provided by third party suppliers of IKEA Mexico, however, IKEA Mexico shall be solely responsible to the Consumer.

This service does not include any modifications or adjustments to the surface or infrastructure of the building where the service will be provided; it is therefore the Consumer's responsibility to keep the area where the product will be assembled clear, i.e. free of objects. Likewise, the building where the Furniture Assembly Service will be provided must not be in the structural work stage. The service provider will not be obliged to remove or move any object that hinders or prevents the provision of the furniture assembly service (for instance, moving furniture of any size such as sofas, refrigerators, removing shelves, elements fixed to the wall, door or window frames, etcetera).

The service provider shall remove the packaging (packaging of IKEA Mexico products subject to the Furniture Assembly Service) produced during the service from the address where the service was provided.

In the event that the service is to be performed after the product has been opened by the Consumer or any third party other than the service provider, the Consumer must make sure that all parts or materials originally included with the product are present. In addition, the product will be inspected and service will be provided as long as the product is in good condition and has all its parts.

Since the furniture assembly service must be provided according to each product’s indications, the Consumer may not give any instructions to the service provider other than those indicated on the product for its assembly.

If, due to causes attributable to the Consumer, IKEA Mexico is unable to assemble the products within the scheduled date and time, the assembly service will be deemed to have been rendered without refund of the amount paid for such service.

Fixing furniture to the wall:

Some IKEA Mexico products require that they be attached to the wall according to the instructions for each product. During the service, the service provider must attach the products to the wall if the corresponding instructions indicate so. If, for any reason, the Consumer does not allow the product to be attached to the wall, the Consumer hereby releases IKEA Mexico and the service providers from any and all liability for any damage or loss of any kind caused thereby.

If, when 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 to have been provided. Therefore, if theConsumer still requires the service, he/she must hire it again. If applicable, the service provider may take photographs of the situation in question only for evidence purposes. Any of these situations will be informed by the service provider to the Customer Service Center, which will inform the Consumer accordingly.

The Consumer will have 90 days of warranty from the date when the service was provided, to make it effective as per the following terms and conditions:

I. The warranty shall only refer to the furniture assembly service provided and shall only include the following:

i. Assembly service.

ii. Use of items required for assembly.

iii. Use of the items or accessories that the product itself requires for its assembly.

II. The warranty shall not apply to exchange or refund of products damaged at origin or during transportation when this has been contracted to IKEA Mexico, in which case the Exchange and Refund Policy explained in section "i" of the Terms and Conditions herein shall apply.

III. To make the furniture assembly service warranty effective, the Consumer must contact IKEA Mexico through the Customer Service Center indicated in section "l" of the Terms and Conditions herein.

For Furniture Disassembly and Pickup Service you should check the Exchange and Refund Policy.

2. Kitchen, Bathroom, Countertops, Interior Planning and Design Installation Services

The Consumer shall be subject to the terms and conditions applicable to each service, which are published on the IKEA.mx/Terms and Conditions Website.

3. Self-Service, and Spare Parts Ordering

The Consumer may, on a self-service basis, purchase through the Website or in Stores directly, free of charge, assembly fittings for the assembly of its furniture, solely as spare parts for such furniture, for which he/she agrees to be bound by the specific Terms and Conditions available at IKEA.mx/Terms and Conditions use of Fittings for assembly of IKEA products, in respect of which, by way of summary, it agrees to the following:

  • The Consumer will only be able to purchase on a self-service basis those assembly fittings available on the “Website” or in the Store (each of the channels has a specific availability of Fittings that you should consult directly in each channel).
  • The Consumer shall be solely responsible for the purchase of the assembly fittings chosen through the self-service mode, therefore IKEA México shall not be responsible for the incorrect choice of such parts by the Consumer.
  • The self-service service is limited to 30 fittings per order.
  • This service may only be used by consumers who have previously purchased a product either in the online store or at IKEA Mexico physical stores, and only for the products they have purchased.

f. Price of products and payment methods

Prices published on this Website and, if applicable, any discounts or special offers, will be assigned to the products part of this Website. Prices listed here may differ from those offered in IKEA Mexico physical stores (Stores) and will only be valid through the payment methods contained herein. Therefore, Consumers agree and undertake not to try to obtain discounts in physical stores using the information obtained on this Website or vice versa.

Consumers may carry out transactions to purchase products and/or services through this Website by using any of the following payment methods: a) debit card; b) credit card; or c) other forms of payment indicated and accepted by IKEA Mexico.

Transactions made through this Website or secure payment links are managed by Adyen Mexico, S.A. de C.V., therefore, transactions will be redirected to complete transactions related to the purchase of products and/or services. IKEA Mexico does not store, process, share or transfer Consumer’s banking information. IKEA Mexico has entered into an agreement with Adyen Mexico, S.A. de C.V., in which Adyen Mexico has agreed to implement best practices and measures to protect the Consumers’ information; however, IKEA Mexico encourages Consumers to make good use of their confidential information, and if there are any questions about the payment portal’s security, they may direct their questions to the IKEA Mexico Customer Service Center. IKEA Mexico will not be responsible for any failure of the payment portal.

g. Billing

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) payment date; d) place and date of delivery of the goods; and e) in general, any information related to the transaction.

Consumers may request billing for the transaction only within the calendar month when the purchase receipt was issued, in the portal that IKEA Mexico makes available to the Consumer on the Website for such purposes.

h. Warranties

All products that IKEA Mexico makes available to the Consumer through the Website, have at least 90 days of warranty pursuant to the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) or any period provided by such law.

Notwithstanding the above, each product has a specific warranty policy which may include, but is not limited to, the following:

  • Beds and mattresses, 10 years.
  • Bedroom furniture, 10 years old.
  • Bathroom furniture, from 3 to 10 years.
  • Living room furniture, from 10 to 25 years.
  • Spaces, 10 years.· Kitchen, from 2 to 25 years.
  • Lighting, from 1 to 3 years.
  • In general, any other product, 1 year.

Applicable warranties may be delivered together with the purchase receipt and/or sent by email, depending on the purchase channel. In the event that the Consumer requires to make the warranty valid, he/she must follow the instructions contained therein, go to the Customer Service Area in Stores and/or contact the Customer Service Center. The specific conditions for the warranty validity will be specified in the product’s warranty policy or in its packaging.

Specific conditions for the validity of warranties will be defined in the applicable warranty policy.

In addition to the foregoing, IKEA Mexico offers a policy called 365 365 or Exchange and Refund Policy, which states that if within a period of 365 calendar days, counted from the day the product is purchased, the Consumer does not like the product for any reason, the Consumer may return it and IKEA Mexico will reimburse the full cost of the product to the Consumer. For such purpose, the Consumer must present proof of the transaction and, if applicable, official ID, in order for IKEA Mexico to ensure that IKEA Mexico is making the refund to the Consumer who purchased the product. Delivery services or any other service contracted by the Consumer in connection with the product being returned under the IKEA 365 policy will not be refunded, unless the return is for reasons attributable to IKEA Mexico. For further details, exceptions and more information, the Consumer should refer to the Exchange and Refund Policy.

i. Returns

For any exchange and/or return, the Consumer shall be subject to IKEA Mexico's Exchange and Refund Policy, available on the Website and in the Store. Notwithstanding the foregoing, a summary of the applicable Exchange and Refund Policies will be explained below, and such Policies should be reviewed in their entirety when requesting the corresponding return and be precisely the one applicable when requesting the corresponding return.

As a summary of the Exchange and Refund Policy:

1. The Consumer changed his/her mind:

  • The Consumer may request the return of the products within a maximum of 365 days from the date of purchase of the product1.
  • The return due to a change in the Consumer’s mind will proceed as long as the products are in good condition subject to a physical inspection of the product by IKEA Mexico and the purchase receipt is presented.
  • No refunds will be made for any service provided and contracted to IKEA Mexico, such as: furniture assembly service or any type of delivery service (e.g., click and collect, parcel service or transportation service) or any other service.

1. Not all products are eligible for this exchange or refund. For more information, please check the Exchange and Refund Policy.

2. For damaged products attributable to IKEA Mexico:

  • The Consumer may request the return of damaged products within the time period indicated in each applicable warranty and according to the Exchange and Refund Policy.
  • To return damaged products, the purchase receipt must be presented.
  • Refunds related to changes in the Consumer's mind will only correspond to 100% of the value of the product or good; services will be reimbursed only when the return was due to causes attributable to IKEA Mexico.

Returns are of a personal nature and may not be made by individuals other than the person who made the purchase.

For any return, the Consumer must return the corresponding product to IKEA Mexico.

Returns may produce additional charges for services if required by the Consumer, such as product pick-up service.

These costs will be borne by IKEA Mexico in the case of products damaged by causes attributable to IKEA Mexico. When the return is not for products damaged by causes attributable to IKEA Mexico, the Consumer will cover the costs arising by the return of the product and will be deducted from the total amount to be returned.

Applicable refunds will appear pursuant to the terms established by the Bank or payment method chosen by the Consumer or by IKEA Mexico, as applicable. For more information, please check our Exchange and Refund Policy.

IKEA Mexico cannot guarantee the times and periods that the banking institutions will take to refund the processed payment, as these correspond to internal processes over which IKEA Mexico has no control or participation. However, IKEA Mexico may assist in providing the Consumer with the necessary information to track the transaction so that the Consumer can properly credit and process the refund process. The Consumer hereby agrees and acknowledges that the Consumer shall be solely responsible for following up on the refund request and hereby releases IKEA Mexico from any related claim or complaint.

j. Personal Data Protection

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 available. IKEA Mexico requests its Consumers to review the Privacy Notice before providing their personal data.

Personal data provided through the Website or in Store or any other means operated by IKEA Mexico will be used for purposes related to Consumer orders, such as processing orders, making deliveries, providing better service to the Consumer, making quality assessments, as well as providing promotional information from IKEA Mexico. IKEA Mexico's Privacy Notice can be viewed at https://ikea.mx/

k. Security and accountability of data use

The Consumer assumes all liability arising from the use of this Website, being solely responsible for any direct or indirect effect on the use of this Website, including, but not limited to, any adverse economic, technical and/or legal result, as well as the disappointment of the expectations created by this Website, and the user agrees to hold IKEA Mexico harmless for any claims directly or indirectly arising from such events.

IKEA Mexico is not responsible for any damages that may arise from interference, omissions, interruptions, computer viruses, breakdowns and/or disconnections in the operation of this electronic system or in the devices and computer equipment of users, caused due to causes beyond IKEA Mexico’s control, that prevent or delay the provision of services or Website browsing, or delays or blockages in use caused by deficiencies or overloading of the Internet or other electronic systems, or the inability to provide the service or allow access for reasons not attributable to IKEA Mexico, due to the Consumer, third parties, or force majeure.

However, IKEA Mexico declares that it has adopted and will adopt all necessary measures within its possibilities and the state of technology to ensure the correct functioning of this Website and to prevent the existence and transmission of viruses and other harmful components to users.

IKEA Mexico reserves the right to interrupt access to the Website, as well as the provision of the services offered through the Website at any time and without prior notice, whether for technical, security, control, maintenance reasons, power failure or any other cause.

IKEA Mexico does not generally control the use of the Website by Consumers. In particular, under no circumstances does IKEA Mexico guarantee that Consumers will use the Website in accordance with the law, these Terms and Conditions, generally accepted morals and good customs and public order, nor that they will do so in a diligent and prudent manner. Consequently, IKEA Mexico is not responsible for the use that the Consumer makes of the Website’s content that may involve a violation of any type of regulation, whether national or international, of industrial and intellectual property rights or any other third-party rights.

l. Customer Service Center

In case of any doubt about the information contained in this Website or in the Store, whether related to the products and/or services offered, or the transactions made on the Website or in the Store, or about any item not included in these Terms and Conditions, IKEA Mexico Customer Service Center may be contacted. The Consumer may contact IKEA Mexico Customer Service Center through the following means:

  • Telephone: 55 8310 8310. 
  • Email: [email protected]
  • Address of IKEA Mexico stores:
    • Oceanía Store: Calle Ote. 158 389, Moctezuma 2a. Secc., Venustiano Carranza, 15530 Mexico City.
    • Puebla Store: Blvd Atlixcayotl 1504, local 101 y 102, Colonia Reserva Territorial Atlixcayotl, Municipality of San Andrés Cholula, C.P. 72820, Puebla.
  • IKEA Mexico Website, in the contact section.

In the case of procedures, notifications from any authority related to consumer protection, the applicable address will be Calle Oriente 158 # 440, Piso 3, Local JD-01, Colonia Moctezuma, Segunda Sección, Alcaldía Venustiano Carranza, C.P. 15530, Mexico City.

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

m. Requests, complaints and claims

IKEA Mexico makes available to Consumers the communication channels indicated in section "l" of these Terms and Conditions, through which Consumers may submit all requests they deem necessary, including but not limited to the following:

  • Returns.
  • Exchanges.
  • Warranties.
  • Complaints.
  • Suggestions.
  • Refunds.
  • Purchase follow-up.

For purposes of the foregoing, the Consumer shall use the contact channels indicated in section "l" of the Terms and Conditions herein, where he/she will provide the identification data of his/her purchase, the reason for his/her request, as well as his/her contact data that will allow the Customer Service Center to track and follow up on the request initiated.

Once the request has been received by the Customer Service Center, the Consumer will receive an email within a maximum of 7 working days indicating the follow-up number of his/her request, with a brief description of such request.

After receiving the request from the Consumer, IKEA Mexico, through its Customer Service Center, will reply to the Consumer within 10 working days, clearly indicating the result of analyzing the request.

If the Consumer's request for returns, warranties or refunds is accepted, the Consumer will receive instructions on how to make them effective, considering the following:

  • Returns and refunds will appear according to the terms set forth by the Bank or payment method chosen by the Consumer or by IKEA Mexico, as applicable. For more information, please check our Exchange and Refund Policy.
  • Warranties, which will be made in terms of the warranty policies of each product and according to the IKEA Mexico Exchange and Refund Policy.
  • Complaints and suggestions will be taken into account by IKEA Mexico with the intention of improving the Consumer's shopping experience.

n. Communications with the Consumer

All notices, information or communications that IKEA Mexico intends to share with the Consumer will be sent directly to the email and/or telephone number provided by the Consumer at the time of the transaction and/or otherwise through the Website and the Customer Service Area of the Stores.

o. Jurisdiction and Applicable Law

In the event of any dispute arising from 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 (Procuraduría Federal de Protección al Consumidor) or to the jurisdiction of Mexico City courts, waiving any other jurisdiction, present or future, that may correspond to them due to their address or any other cause. Central Offices of the Federal Consumer Protection Agency, 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.

p. Agreement to terms and conditions

The use, access and/or completion of transactions through this Website constitutes a tacit acceptance of these terms and conditions, which shall be deemed to have been read and duly accepted.

Last updated: April 3, 2024

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