General terms and conditions for IKEA services sold in store

This document regulates the general terms and conditions of the delivery service and/or product assembly / kitchen installation service described below and provided by IKEA PORTUGAL – MÓVEIS E DECORAÇÃO, LDA., with registered office at Estrada Nacional 250, Rua 28 de Setembro, Frielas, 2660-001 Loures, Corporate Tax Number 505 416 654, registered at the Registry of Companies of Loures under the same number (hereinafter, “IKEA”). The provisions of these Terms & Conditions shall not adversely affect or reduce the rights granted to the customer by law, particularly those contained in Decree-Law No. 84/2021, of 18 October, which regulates consumer rights in the purchase and sale of goods, content and digital services.

For the purpose of interpretation or in case of dispute, in the event of any divergence between the English version of the "General Terms and Conditions for the provision of IKEA services" and the Portuguese version of the "Termos e condições gerais da prestação de serviços IKEA" the Portuguese version shall always prevail.

1. GENERAL ASPECTS
2. DELIVERY METHODS AND PROVISION OF SERVICES
2.1. PICKING UP PURCHASES FROM AN IKEA STORE - CLICK & COLLECT
2.2. COLLECTING PURCHASES FROM A PICK-UP POINT
2.2.1. MOBILE PICK-UP POINT
2.2.2. FIXED PICK-UP POINT
2.3. MEDIUM AND LARGE DELIVERIES: DELIVERY TO DOOR / HOME DELIVERY
2.3.1. DELIVERY BY CARRIER
2.3.2. DELIVERY OF ESKILSTUNA SOFA RANGE
2.3.3. SMALL DELIVERIES
2.3.3.1. HOME DELIVERY / TRANSPORTATION
2.3.3.2. DELIVERY OF ITEMS / DPD PICK-UP POINT
2.4. ASSEMBLY & INSTALLATION
2.4.1. ASSEMBLY
2.4.2. BATHROOM INSTALLATION
2.4.3. REMOTE PLANNING, IN-STORE PLANNING OR IN THE PLANNING STUDIOS (BOOKING)
2.4.4. MEASURING & KITCHEN INSTALLATION
2.4.5. KITCHEN MEASUREMENT AND PLANNING AT CUSTOMER HOME – APPLIES TO BRAGA STORE ONLY
2.5. OTHER CUSTOMER OBLIGATIONS
2.6. ADDITIONAL SERVICES
2.7. REMOVAL & RECYCLING
2.7.1. PACKAGING & FURNITURE
2.7.2. WHITE GOODS & ELECTRICAL EQUIPMENT
2.8. UNPACKAGED CIRCULAR HUB PRODUCTS AND FRAGILE PRODUCTS
3. GUARANTEES & WARRANTIES
4. TERMINATION OF DELIVERY / ASSEMBLY / INSTALLATION CONTRACTS
5. EXCHANGES & RETURNS
6. CONFIDENTIALITY AND PERSONAL DATA PROCESSING
7. COMPLAINTS & AFTER SALES SERVICE
8. APPLICABLE LAW & JURISDICTION

1. GENERAL ASPECTS

Contracting the delivery and/or product assembly / bathroom and/or kitchen installation service, (hereinafter, the "Service"), implies full and unreserved acceptance of all the provisions included in these Terms & Conditions.

IKEA reserves the right to only allow deliveries and collections on total purchases above a certain value and above a certain quantity of products.

2. DELIVERY METHODS AND PROVISION OF SERVICES
2.1. PICKING UP PURCHASES FROM AN IKEA STORE - CLICK & COLLECT

CUSTOMERS may choose to pick up their purchases from an IKEA store even if they're shopping in-store. CUSTOMERS can go to an information desk to ask to pick up their purchase on a day of their choice. In this case, on the selected day, the CUSTOMER should go to the Click & Collect area at the IKEA store to pick up their purchase, at which time they will be asked to present their invoice.

When picking up the order, the CUSTOMER should check all of the goods delivered, ensuring that the article numbers of the items purchased and the article numbers of the items delivered are the same, as well as the quantity and condition of these.

If there are any errors and/or if the items are damaged or don't coincide with the order, please contact our Customer Service at 21 989 99 45, national landline call (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h) immediately or within 48 hours so that we can correct the situation. This fact shall not affect your right of complaint arising from the product guarantee for any non-compliance that may come to light within three years of delivery of the item.

2.2. COLLECTING PURCHASES FROM A PICK-UP POINT

When contracting this service, CUSTOMERS can select the pick-up point closest to them so that they can pick up their IKEA order. CUSTOMERS can opt for a fixed pick-up point or a mobile pick-up point.

If the purchase is to be picked up at a:

2.2.1. MOBILE PICK-UP POINT

The CUSTOMER should pick up their order during the previously selected period of 2 (two) hours and at the pick-up point chosen; details confirmed through a confirmation email sent to the CUSTOMER.

After the two hours have elapsed, the order will be sent to the IKEA store closest to the CUSTOMER and the cost of the items ordered will be returned to the CUSTOMER using the payment method used to make the purchase. The CUSTOMER will pay all of the costs of returning the items not picked up to the closest IKEA store, according to the pricelist for pick-ups from mobile pick-up points.

2.2.2. FIXED PICK-UP POINT

The CUSTOMER will be notified that their order is available to be picked up at the pick-up point they selected. As soon as they receive confirmation that the order is at the pick-up point, the CUSTOMER should pick up their order within no more than 72 hours.

After the 72 hours have elapsed, the order will be sent to the IKEA store closest to the CUSTOMER and the cost of the items ordered will be returned to the CUSTOMER using the payment method used to make the purchase. The CUSTOMER will pay all of the costs of returning the items not picked up to the closest IKEA store, according to the pricelist for pick-ups from fixed pick-up points.

If there are any errors and/or if the items are damaged or don't coincide with the order, please contact our Customer Service at 21 989 99 45, national landline call, (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h) immediately or within 48 hours so that we can correct the situation. This fact shall not affect your right of complaint arising from the product guarantee for any lack of conformity that may come to light within three years of the date of delivery of the product.

2.3. MEDIUM AND LARGE DELIVERIES: DELIVERY TO DOOR / HOME DELIVERY
2.3.1. DELIVERY BY CARRIER

Delivery to door / Home delivery / Express delivery / Premium delivery

When the carrier delivery service is contracted, CUSTOMERS can choose between Home Delivery, Delivery to door, Express Delivery or Premium Delivery and they are agreeing to the availability of the delivery service.

If the CUSTOMER is not available to receive the products on the date and during the time window agreed, they should contact IKEA within 72 hours of the date of the initial scheduling. IKEA may change the date and/or time window for the provision of the service at no extra cost on request from the CUSTOMER at Customer Service up to 24 hours prior to the date scheduled for the provision of the service, provided that this alteration does not imply storing the products for a period of more than 72 hours. Once the storage period (72 hours) has elapsed, the CUSTOMER will be charged 14,00€ (fourteen) for each 7 (seven) days of storage of the goods.

The CUSTOMER undertakes to be present at the location on the date and at the time agreed, as well as to be reachable by phone for reception of the goods. If it is not possible to make the delivery due to the fault of the Customer, the costs related to any second delivery will be paid by the CUSTOMER, according to the applicable delivery fee.

If the service is rescheduled for a day other than that initially scheduled, the CUSTOMER must pay the cost of the second delivery service and will not be refunded for the price already paid for the first delivery, according to the price list available to CUSTOMERS on the website and at the IKEA store. CUSTOMERS may also check the price list through the Customer Service.

In addition, if any delivery is delayed due to the fault of the Carrier, IKEA will reschedule the delivery within 72 hours. Once this 72-hour period has elapsed without being able to schedule a new delivery due to the fault of the CUSTOMER, IKEA is entitled to terminate the Contract, informing the CUSTOMER of this and refunding the price of the goods acquired using the payment method used to make the purchase Scheduling of a new date to provide the service is dependent on the availability of the delivery service. The above provisions apply to any situation attributable to the CUSTOMER where it has been impossible to get the goods into the location.

The CUSTOMER should specify on the "Delivery Information" form if it is necessary to use lifting gear to deliver the items at the unloading location. If the quote for use of lifting gear is not accepted by the CUSTOMER and/or if the delivery cannot be carried out for that reason, the CUSTOMER will have to:

(i) confirm that they want the items to be left outside the delivery address given, and the contract shall then be considered fulfilled by IKEA, or

(ii) confirm that they want to cancel the purchase and sale agreement, in which case the CUSTOMER is responsible for paying all transportation fees for shipping the goods from the delivery address to the original warehouse, at current transportation fees. In this case, the CUSTOMER also agrees and acknowledges that IKEA will refund the goods by deducting the amount for transportation and collection within a maximum period of 14 (fourteen) days from that date. Under no circumstances shall IKEA be held liable for any other amounts.

The use of lifting gear, extra helpers, floor surcharge, team hours or any other extra resources needed is not included in the delivery fee and will be subject to variable quotes on a case-by-case basis.

The CUSTOMER should also use the "Delivery Information" form to inform IKEA of any obstacle that could prevent or hinder access to the delivery location indicated on the "Delivery Information" form (such as small doors, narrow stairs, non-existence or insufficiency of lifts, pedestrian streets, restricted time zones, non-existence of electricity, etc.). This information should be provided precisely by the CUSTOMER and it is essential for IKEA to be able to verify the possibility of carrying out the service.

The CUSTOMER accepts and recognises that the delivery is subject to noise limitations, in particular after 20h00 and on Saturdays, Sundays and public holidays, under the terms of Decree-Law 9/2007, of 17 January, in the wording given to it by Decree-Law No. 80/2015, of 14 May. The CUSTOMER undertakes to inform IKEA of the existence of any local public holidays that would prevent the Service from being provided on that date.

When the order is delivered, the CUSTOMER should check all of the goods delivered, ensuring that the article numbers of the items purchased and the article numbers of the items delivered are the same, as well as the quantity and condition of these.

CUSTOMERS should confirm all the items on delivery. If there are any errors or if the items are damaged or don't coincide with the order, please contact our Customer Service at 21 989 99 45, national landline call, (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h) immediately or within 48 hours so that we can correct the situation. This fact shall not affect your right of complaint arising from the product guarantee for any lack of conformity that may come to light within three years of the date of delivery of the product.

2.3.2. DELIVERY OF ESKILSTUNA SOFA RANGE

All orders of the ESKILSTUNA sofa range will be delivered to the CUSTOMER home, as ESKILSTUNA sofa is not available for pick up in IKEA stores or Click & Collect.

First delivery attempts of any products will be free of charge. In the event that the first delivery attempts fail for any reason for which IKEA is not responsible, general delivery terms and pricing shall be applicable.

2.3.3. SMALL DELIVERIES
2.3.3.1. HOME DELIVERY / TRANSPORTATION

When contracting this service, CUSTOMERS should be aware that DPD deliveries are limited to 30kg (thirty kilograms) in weight and the sum of the length with 2 x height and 2 x width must be less than 3 meters.

Delivery of the order within the time period scheduled at the time of purchase, in a time window between 09h00 and 19h00.

If the delivery cannot be made during the scheduled time period through the fault of the CUSTOMER, DPD will attempt to make a second delivery. If it fails again, the order will be forwarded to the nearest IKEA store, and the order value will be refunded.

2.3.3.2. DELIVERY OF ITEMS / DPD PICK-UP POINT

When contracting this service, CUSTOMERS can select the DPD pick-up point closest to them so that they can pick up their IKEA order. CUSTOMERS should be aware that DPD deliveries are limited to 30kg (thirty kilograms) in weight and the sum of the length with 2 x height and 2 x width must be less than 3 meters.

The CUSTOMER will be notified that their order is available to be picked up at the DPD pick-up point they selected. As soon as they receive confirmation that the order is at the DPD pick-up point, the CUSTOMER should pick up their order within no more than 5 (five) business days.

If these 5 (five) days elapse without the CUSTOMER picking up the order from the DPD pick-up point indicated for the delivery, the order will be returned to the IKEA store and the cost of the order will be returned.

2.4. ASSEMBLY & INSTALLATION

When an assembly and/or installation service is contracted, IKEA undertakes to carry out this service in the place and on the date agreed with the CUSTOMER and to being providing the service within that time window.

When contracting this service, CUSTOMERS must also inform IKEA of the existence of any obstacles that could prevent or hinder the assembly and/or installation in the place indicated (such as the existence of skirting boards, no electricity, plasterboard walls, etc.). This information should be provided precisely by the CUSTOMER and it is essential for IKEA to be able to verify the possibility of carrying out the service.

The CUSTOMER must be present, contactable by phone and remain at the place indicate for the provision of the service on the date and during the time window agreed with IKEA.

The CUSTOMER should confirm the conformity of the assembly and/or installation. If there are any errors or damage, please contact our Customer Service at 21 989 99 45, national landline call, (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h) immediately or within 48 hours so that we can correct the situation. This fact shall not affect your right of complaint arising from the product guarantee for any lack of conformity that may come to light within three years of the date of delivery of the product.

2.4.1. ASSEMBLY

If the CUSTOMER contracts the assembly service, IKEA will carry out the assembly of the products according to the instructions included with them and without any kind of adaptation or modification of the furniture. Products will always be assembled horizontally (lying on the floor). The CUSTOMER must have electricity at the assembly location for powering the assembly tools used.

IKEA does not connect gas, water or electricity. It is up to the CUSTOMER to hire a duly authorized person to connect these utilities.

Products that have not been bought from IKEA will not be assembled.

Whenever securing furniture to the wall, floor or ceiling, is an integral part of the assembly, this is included in the provision of the assembly services. These products must be secured to the wall, floor or ceiling in order to avoid the danger of falling and the entity indicated by IKEA for the assembly is instructed that they must be secured to the wall, floor or ceiling. Any damage to elements that are not visible as a result of securing the products in an area indicated by the CUSTOMER is the responsibility of the CUSTOMER.

Securing any other products to the wall is an additional service and is carried out following a request from the CUSTOMER and at the cost set out for additional services (See Point 2.6 ADDITIONAL SERVICES).

2.4.2. BATHROOM INSTALLATION

When contracting the bathroom installation service, the CUSTOMER must have running water at the bathroom installation location in order to make final verification of the installation possible, as well as electricity, which is required for the use of the assembly tools.

IKEA is not responsible for the installation of water and sewage systems; these services must be provided by a specialised technician.

Bathroom installations are done between 09h00 and 18h00. This has an average duration of 1 (one) day, dependent on situations of a shortage of goods, product exchange or any other situation that extends the service duration time. Any damage to elements that are not visible as a result of securing the products in an area indicated by the CUSTOMER is the responsibility of the CUSTOMER.

2.4.3. REMOTE PLANNING, IN-STORE PLANNING OR IN THE PLANNING STUDIOS (BOOKING)

The planning service, remote, in-store or in the planning studios, is deemed scheduled when the CUSTOMER schedules it on the online platform used for this.

The planning service, remote, in-store or in the planning studio, has a specific duration that varies according to each service.

The planning service has a start and end hour according to the booking appointment, with a tolerance of 15 minutes. If the CUSTOMER has not shown up after 15 minutes, IKEA will continue with our next appointment and the CUSTOMER will have to reschedule the planning service.

Our Interior Design service is an exception to the above paragraph, in which case the planning is not refunded on purchase.

2.4.4. MEASURING & KITCHEN INSTALLATION

Kitchen installation by IKEA shall always be dependent on a prior request from the CUSTOMER of the kitchen measuring service. The CUSTOMER must be present at the time of measuring and it is the responsibility of the CUSTOMER to assure that the space is accessible for carrying out the measurement verification. The CUSTOMER is also responsible for assuring the information for measurements for the installation of equipment / appliances that are not IKEA products.

The CUSTOMER must have running water at the kitchen installation location in order to make final check of the installation possible, as well as electricity, which is required for the use of the assembly tools.

If there are any delays in the kitchen installation or any other hindrance to carrying out the measurement checking due to the CUSTOMER, the CUSTOMER must inform IKEA of this at least 72 hours before the date scheduled for the service.

If the CUSTOMER is not able to be at the place agreed on the date and during the time window agreed for the provision of the service, the CUSTOMER must contact Customer Service at least 72 hours before the date scheduled for the service, to schedule a new date for the service. If CUSTOMER has not contacted the Customer Service 72 hours before the scheduled date, the CUSTOMER must pay the cost of the new delivery.

The measuring service is valid for six months. During this time, after the measurements have been checked, the CUSTOMER gives their assurance that no changes were made to the installation location, except those indicated and agreed in the measurement checking document.

IKEA is not responsible for plumbing services (water, sewage and gas) nor the installation of gas appliances; these services must be provided by a specialised technician.

Kitchen installations are done between 09h00 and 18h00. This has an average duration of 2 (two) days, dependent on situations of a shortage of goods, product exchange or any other situation that extends the service duration time. Any damage to elements that are not visible as a result of securing the products in an area indicated by the CUSTOMER is the responsibility of the CUSTOMER.

2.4.5. KITCHEN MEASUREMENT AND PLANNING AT CUSTOMER HOME – APPLIES TO BRAGA STORE ONLY

The kitchen measurement and planning at customer home service by IKEA shall always be dependent on a prior request from the CUSTOMER of the service. The CUSTOMER must be present at the time of the measuring and planning service, and it is the responsibility of the CUSTOMER to assure that the space is accessible for carrying out the measurement verification as well as the planning of the kitchen. The CUSTOMER is also responsible for assuring the information for measurements for the installation of equipment / appliances that are not IKEA products.

If the CUSTOMER is not able to be at the place agreed on the date and during the time window agreed for the provision of the service, the CUSTOMER must contact Customer Service at least 72 hours before the date scheduled for the service, to schedule a new date for the service. If CUSTOMER has not contacted the Customer Service 72 hours before the scheduled date, the CUSTOMER must pay the cost of the new delivery.

The measuring and planning at customer home service is valid for six months. During this time, after the measurements have been checked, the CUSTOMER gives their assurance that no changes were made to the installation location, except those indicated and agreed in the measurement checking document.

2.5. OTHER CUSTOMER OBLIGATIONS

IKEA also reserves the right to refuse to start or continue the provision of the Service at the customer's address (whether this is a private residence or a commercial establishment) if, after inspecting the area, it is found not to provide reliable conditions of safety or if it is found not to be possible, for any technical reasons, to proceed with the services due to one or more characteristics of the place.

The CUSTOMER is responsible for providing IKEA with all the floor plans and documents necessary for IKEA to understand the structures, structural materials used, water networks, pipes, plumbing and any other information that could be relevant for the provision of the services contracted. IKEA will not be liable for any damage or injury caused to the CUSTOMER under the scope of the provision of the services provided for in the provision of the services contracted arising from a lack of information or unsuitable, insufficient or misleading information provided by the CUSTOMER.

The CUSTOMER acknowledges that by refusing to have the product secured to the wall, floor or ceiling(i) They are fully aware that the products included in the order should be secured to the wall, floor or ceiling and of the danger of the products falling because they were not secured; (ii) The services they contracted include securing the products in question to the wall, floor or ceiling, as applicable; (iii) They expressly refused to have these products secured to the wall, floor or ceiling and, as a result, take fully responsibility for any damage that may arise from not securing the products described to the wall and therefore cannot claim any losses or damages from IKEA due to damage or losses, of any nature, caused by the products falling.

The CUSTOMER accepts and recognises that the provision of the services is subject to noise limitations, in particular after 20h00 and on Saturdays, Sundays and public holidays, under the terms of Decree-Law 9/2007, of 17 January, in the wording given to it by Decree-Law No. 80/2015, of 14 May.

The CUSTOMER is responsible for the accuracy of the personal data on the contract (name, surname, mobile phone, email, address and tax no., as well as the place of assembly and/or installation and the date and time of the assembly and/or installation). If a second attempt to provide the service has to be made due to any error or inaccuracy of the personal data provided by the CUSTOMER, the cost of this must be paid by the CUSTOMER and the prices already paid for the first delivery and/or assembly/installation will not be refunded, in accordance with the price list on display at the IKEA store and available to CUSTOMERS.

2.6. ADDITIONAL SERVICES

Additional services must be contracted directly from IKEA and never from the entity that goes to the place where the service is provided.

For example: the installation of electric hobs and ovens and the connection of other white goods to the electrical supply are additional services which should be contracted by the CUSTOMER beforehand.

Additional services will be charges according to the price list on display at the IKEA store and available to CUSTOMERS. CUSTOMERS may also check the price list through the Customer Service. IKEA reserves the right not to carry out the Additional Services requested by the CUSTOMER when the assessment of the technicians at the location is negative with regard to the existence of the minimum safety conditions for carrying out the Additional Services correctly.

This Contract includes only the services contracted directly from IKEA and any services the CUSTOMER contracts directly from the entity that goes to the place where the service is provided or from any other entities and IKEA shall not be liable for any losses or damage arising from any services not contracted directly from IKEA.

2.7. REMOVAL & RECYCLING
2.7.1. PACKAGING & FURNITURE

IKEA only collects the packaging protecting the goods delivered if the CUSTOMER has contracted the securing, assembly and/or installation service. IKEA only collects old furniture when this is contracted along with the delivery and assembly of the new furniture.

The removal service provided by IKEA is an additional service provided when the assembly service is contracted, if this is operationally possible, at the request of the CUSTOMER and at the cost set out for additional services (See Point 4.5.8. ADDITIONAL SERVICES).

2.7.2. WHITE GOODS & ELECTRICAL EQUIPMENT

IKEA can collect your equipment free of charge if previously advised of this by the CUSTOMER. When you buy white goods at the store, you have to mention when you make your purchase that you have white goods to be collected so that this collection can be scheduled for the same day as the delivery.

2.8. UNPACKAGED CIRCULAR HUB PRODUCTS AND FRAGILE PRODUCTS

IKEA shall be liable for unpackaged circular hub products or fragile products (such as dinnerware, plant pots, etc.) only if the CUSTOMER has acquired the packaging service, which is mandatory for circular products.

In the event of loss or damage caused by IKEA to circular hub products or fragile products during the packaging service contracts, IKEA will refund the CUSTOMER the amount paid for the products, but these cannot be replaced.

Carrier contracts will not be made for perishable goods, such as real plants and food products.

3. GUARANTEES & WARRANTIES

Under the terms of Decree-Law No. 84/2021, of 18 October, IKEA is responsible for any non-compliance that may come to light within 3 (three) years of the date of delivery. In addition, and without prejudice to the guarantee provided for in the applicable legislation, IKEA offers guarantees on selected products.

IKEA will provide the tools necessary for the repair of the products it sells for a period of 10 years after the last unit of any product is put on the market.

4. TERMINATION OF DELIVERY / ASSEMBLY / INSTALLATION CONTRACTS

If the CUSTOMER cancels a carrier/delivery service less than 24 hours before the agreed delivery date, the price of the service will not be refunded.

If the CUSTOMER terminates the contract and the assembly service is consequently cancelled three days before the date scheduled for this or five days before the date schedule for bathroom or kitchen installation, IKEA will only refund 50% of the amount paid for the service contracted. This value will be refunded to the CUSTOMER using the same method as used to make the payment or, if the CUSTOMER so wishes, in an IKEA refund card.

The costs involved shall not be applicable in the event of unforeseen circumstances or force majeure, provided these can be duly proven by the Customer.

5. EXCHANGES & RETURNS

You have 365 days to return your purchases. To do this, just bring the item and the invoice, and you can return any item if it is not damaged. If the product has not been used or does not show signs of use, the refund will be made to the same payment method as the purchase. Otherwise, the refund will be made on a refund card. The assessment of the product or any damage to it will be the sole and exclusive responsibility of IKEA Portugal.

To find out more about our returns policy, see our website IKEA.pt/returnpolicy.

To proceed with a return, you can consult your order in the tracking area of your order at track and manage your order. In case the return option is not available, you can contact us through the contacts available on the contact page at IKEA.pt/contacts.

6. CONFIDENTIALITY AND PERSONAL DATA PROCESSING

The personal data processing carried out by IKEA complies with the legislation in force on data protection, namely Regulation (EU) 2016/679 of the European Parliament and of the Council, of 27 April 2016, regarding the protection of individuals with regard to processing their personal data and free movement of these data ("General Data Protection Regulation"), as well as other applicable EU and national legislation.

The personal data provided by the CUSTOMER when contracting services are processed by IKEA for the purposes provided for in these Terms and Conditions and in accordance with the IKEA privacy policy.

7. COMPLAINTS & AFTER SALES SERVICE

CUSTOMERS may send any complaints they may have to IKEA using the contact information available on the contacts page at IKEA.pt/contacts or by post to the following address: IKEA Portugal, EN 250, Rua 28 de Setembro, Frielas, 2660-001 Loures.

CUSTOMERS may also go directly to one of the IKEA stores to make their complaint.

For the purpose of After Sales service, you should go to the Customer Service at one of the stores indicated in the previous point. Alternatively, you can phone our Customer Service at 21 989 99 45, national landline call, (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h) and you will be given the necessary instructions for you to get the assistance you require.

8. APPLICABLE LAW & JURISDICTION

Any disputes between the Parties arising out of or in connection with this contract shall be settled by Portuguese law. Any issue or litigation resulting from the enforcement, interpretation, integration or execution of this Contract, when it cannot be settled by the Parties, shall be submitted to the Portuguese courts. Consumer Rights information may be obtained by resorting to Alternative Dispute Resolution for Consumer Disputes Entities at www.consumidor.pt. In the event of a consumer dispute, consumers may refer the matter to the network of consumer dispute arbitration centres authorised to undertake activities of information, mediation and arbitration of consumer disputes. Territorially competent centres, please specify their websites.

CACCL – Alfragide, Loures e Sintra stores; https://www.centroarbitragemlisboa.pt/
CIMAAL – Loulé store; https://www.consumidoronline.pt/pt/
CICAP – Matosinhos store; https://www.cicap.pt/
CIAB – Braga store; https://www.ciab.pt/pt/
CNIACC – National Consumer Information and Dispute Arbitration Centre - https://www.cniacc.pt/pt/
CACCRAM - Consumer Dispute Arbitration Centre of the Autonomous Region of Madeira CACC - madeira.gov.pt

The Customer declares that they understand and fully accept these terms and conditions without reservation.

Last update: April 2024