General terms and conditions for online and remote selling

Online, by phone, email, chat and/or video call

The document you have just accessed for consultation or product purchase purposes regulates the General Terms and Conditions of Use of the Online Store (hereinafter the "General Terms & Conditions") of IKEA PORTUGAL - MÓVEIS E DECORAÇÃO, LDA., registered at the Registry of Companies of Loures, with share capital of EUR 50 000 000,00, corporate tax number 505416654, with registered office at Estrada Nacional 250, Rua 28 de Setembro, Frielas 2660-001 Loures, email address [email protected] (hereinafter "IKEA").

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 Online and Remote Selling" and the Portuguese version of the "Termos & condições gerais de compra e venda online e a distância" the Portuguese version shall always prevail.

USE OF ONLINE STORE AND REMOTE SELLING
2. ONLINE PURCHASING PROCEDURE
3. PURCHASING PROCEDURE BY PHONE, EMAIL AND/OR VIDEO CALL
4. DELIVERY METHODS AND PROVISION OF SERVICES
4.1. PICKING UP PURCHASES FROM AN IKEA STORE - CLICK & COLLECT
4.2. COLLECTING PURCHASES FROM A PICK-UP POINT
4.2.1. MOBILE PICK-UP POINT
4.2.2. FIXED PICK-UP POINT
4.3. MEDIUM AND LARGE DELIVERIES: DELIVERY TO DOOR / HOME DELIVERY
4.3.1. DELIVERY VIA CARRIER
4.3.2. DELIVERY OF ESKILSTUNA SOFA RANGE
4.3.3. SMALL DELIVERIES
4.3.3.1. HOME DELIVERY / TRANSPORTATION
4.3.3.2. DELIVERY OF ITEMS / DPD PICK-UP POINT
4.4. PROVISION OF SERVICES
4.5. ASSEMBLY & INSTALLATION
4.5.1. ASSEMBLY
4.5.2. BATHROOM INSTALLATION
4.5.3. REMOTE PLANNING, IN-STORE PLANNING OR IN THE PLANNING STUDIOS (BOOKING)
4.5.4. MEASURING & KITCHEN INSTALLATION
4.5.5. MEASURING OF CUSTOM-MADE FOR WORKTOPS AND QUARTZ AND CERAMIC WALL PANELS
4.5.6. SALE AND INSTALLATION OF CUSTOM-MADE WORKTOPS AND/OR QUARTZ AND CERAMIC WALL PANELS (KITCHEN INSTALLED BY IKEA)
4.5.7. SALE AND INSTALLATION OF CUSTOM-MADE WORKTOPS AND/OR QUARTZ AND CERAMIC WALL PANELS (KITCHEN INSTALLED BY THE CUSTOMER)
4.5.8. KITCHEN MEASUREMENT AND PLANNING AT CUSTOMER HOME – APPLIES TO BRAGA STORE ONLY
4.5.9. ADDITIONAL SERVICES
4.5.10. REMOVAL & RECYCLING
4.5.10.1. PACKAGING & FURNITURE
4.5.10.2. WHITE GOODS & ELECTRONIC EQUIPMENT
5. GUARANTEES & WARRANTIES
6. TERMINATION OF THE CONTRACT
7. EXCHANGES & RETURNS
8. COMPLAINTS & AFTER SALES SERVICE
9. APPLICABLE LAW & JURISDICTION

1. USE OF THE ONLINE STORE AND REMOTE SELLING (by phone, email, chat and/or video call)

The use of this Online Store and remote selling makes you a CUSTOMER and implies full and unreserved acceptance of all the provisions included in the General Terms & Conditions and in the Privacy Policy in force when you access the Online store and Remote selling.

If you do not accept any one of the conditions established, you should not access/use the online store or remote selling. By browsing, using or downloading this content, you are undertaking to be bound by the terms set out in this document and in the Privacy Policy.

IKEA reserves the right to change and update the General Terms & Conditions periodically. Such changes will be posted at IKEA.pt/en before they come into force so that you may learn about their content. By continuing to use the Online Store and Remote selling, the CUSTOMER accepts the General Terms & Conditions as updated.

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.

For more recent information, please see our Privacy Policy.

All the information provided by the CUSTOMER must be accurate and truthful. The CUSTOMER agrees to update the information provided to IKEA, whenever this changes. The CUSTOMER is responsible for any false or inaccurate statements provided and for any losses the information provided may cause to IKEA or to a third party.

IKEA is the Data Controller for its customers' personal data and the lawful basis for processing is the implementation of this purchase and sale contract.

Any subsequent changes to the current General Terms & Conditions are not binding on the CUSTOMER. CUSTOMERS should print a copy of this document on the date of purchase for future reference. This contract shall be written in Portuguese.

In the event of a breach of these General Terms and Conditions, IKEA reserves the right to take any and all action provided for by law. IKEA also reserves the right, at its sole discretion, to block the Customer's access to or use of the IKEA Online Store, with or without notifying the CUSTOMER.

The contractual proposal included in the IKEA Online Store is only directed at people who are of legal age and the CUSTOMER accepts that it may only be used by people aged over 18 and/or with full contractual capacity and who can therefore be held responsible for commitments arising from purchase and sale.

IKEA reserves the right to only allow deliveries and collections on total purchases above a certain value and above a certain quantity of products. Additionally, you also reserve the right to limit delivery service for certain products.

2. ONLINE PURCHASING PROCEDURE

Step 1: Select the products and services you want to add to your shopping basket (all prices shown are in euros and include VAT at the legal rate in force)

CUSTOMERS hereby explicitly agree and acknowledge that:

The pictures of the products shown in the Online Store are for illustration purposes only. For an accurate description of any product and details of what is included with the product, the Customer should carefully read all the product information. If you have any questions, call Customer Service or visit any IKEA Store to get any additional information or details.
IKEA will make every reasonable effort to include accurate, up-to-date information on the products on the IKEA website.
The price of the products in the IKEA online store corresponds to the total price payable by the CUSTOMER and is completely independent of any changes in the prices charged by IKEA at its physical stores.
The services contracted will be governed by these General Terms & Conditions and by the Particular Condition of each service that the CUSTOMER wishes to contract. The Particular Conditions of the service will be provided to the CUSTOMER before the order is placed. If there is any conflict between the General Terms & Condition and the Particular Conditions of any service, the provisions of the Particular Conditions shall prevail.

Step 2: Registration / Filling in the form

To confirm their order, CUSTOMERS must fill in a form, indicating the following information:

Full name / company name of the CUSTOMER;
The Customer's telephone numbers and email addresses;
CUSTOMER's tax or company tax number;
Select the type of delivery;
Date chosen for the pick-up / date scheduled for the pick-up, as applicable;
Full name of the person who will pick up the order, if applicable;
Full name or company name of the CUSTOMER to be included on the invoice;
CUSTOMER tax or company tax number to be included on the invoice;
CUSTOMER address to be included on the invoice, if applicable.

The CUSTOMER ensures that the information provided is true and accurate, and is liable for any damage to IKEA resulting from providing inaccurate data. The CUSTOMER is required to inform IKEA in writing of any change in the personal data provided while this contract is in force.

Step 3: Confirmation of the products and services added to the shopping basket, Buyer Details and Invoicing and Payment Details

The CUSTOMER undertakes to carefully check the details in their order summary, confirming the products and services added to the shopping basket, the CUSTOMER details and the invoicing details. At this point, the CUSTOMER should go back to the previous steps to correct any incorrect information detected.

The CUSTOMER must select the payment method: credit/debit card (VISA, MasterCard or AMEX), PayPal, 3 instalments without interest by Oney, Gift Card, Refund Card or IKEA credit card or using a Multibanco reference.

After completing the previous steps and confirming acceptance of the General Terms & Conditions, the CUSTOMER may then click the order confirmation PAY button.

IKEA then confirms that receipt of the order in an email sent to the email address provided by the CUSTOMER. Following confirmation of the payment, the CUSTOMER will receive the invoice at the email address they provided.

3. PURCHASING PROCEDURE BY PHONE, EMAIL, CHAT AND/OR VIDEO CALL

Step 1: The Customer contacts IKEA via one of the alternative remote selling channels: phone, email, chat and/or video call.

Step 2: Selecting the products and services to be included in your purchase (all prices shown are in euros and include VAT at the legal rate in force)

CUSTOMERS hereby explicitly agree and acknowledge that:

The pictures of the products shown in the Online Store are for illustration purposes only. For an accurate description of any product and details of what is included with the product, the Customer should carefully read all the product information. If you have any questions, call Customer Service or visit any IKEA Store to get any additional information or details.
IKEA will make every reasonable effort to include accurate, up-to-date information on the products on the IKEA website.
The price of the products in the IKEA online store corresponds to the total price payable by the CUSTOMER and is completely independent of any changes in the prices charged by IKEA at its physical stores.
The services contracted will be governed by these General Terms & Conditions and by the Particular Condition of each service that the CUSTOMER wishes to contract. The Particular Conditions of the service will be provided to the CUSTOMER before the order is placed. If there is any conflict between the General Terms & Condition and the Particular Conditions of any service, the provisions of the Particular Conditions shall prevail.
Calls may be recorded for the purpose of monitoring the quality of services provided. For more information on this topic, we ask that you please consult the IKEA Privacy Policy.
The customer informs the employee which items they wish to include in their purchase, mentioning characteristics such as, for example, reference, range, purpose, colour, among others, and can check them simultaneously in the online store.

Step 3: Filling in the sales from with customer information

In order to create the sale or quote request and to confirm their order, the CUSTOMER provides their data, which include:

Full name / company name of the CUSTOMER;
The Customer's telephone numbers and email addresses;
CUSTOMER's tax or company tax number;o Select the type of delivery;
Date chosen for the pick-up / date scheduled for the pick-up, as applicable;
Full name of the person who will pick up the order;
Full name or company name of the CUSTOMER to be included on the invoice;
CUSTOMER tax or company tax number to be included on the invoice;
CUSTOMER address to be included on the invoice.

Step 4: Confirmation of the products and services included in the order and confirmation of the order Buyer Details and Invoicing and Payment Details

The CUSTOMER undertakes to carefully check the details in their order summary, confirming the products and services in the sale request, the CUSTOMER details and the invoicing details. At this point, the CUSTOMER should contact IKEA to correct any incorrect information detected.

The CUSTOMER must select the payment method: credit/debit card (VISA, MasterCard or AMEX), PayPal, 3 instalments without interest by Oney,Gift Card, Refund Card or IKEA credit card or using a Multibanco reference.

Proceeding with the payment implies confirmation of acceptance of the General Terms & Conditions.

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

CUSTOMERS may choose to pick up their online purchases from an IKEA store or connected to the IKEA planning studios. .

After choosing Click and Collect as the delivery method, the CUSTOMER should go to the IKEA store on the date and during the time window chosen for making the pick-up. At this time, they will be asked to produce the email, as well as an identification document with a photograph.

When picking up the order from the store, the CUSTOMER should check all of the goods included in the package, 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 your order, please contact Customer Service at 21 989 99 45, national landline call, (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h). 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.

4.2. 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:

4.2.1. 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 price list for pick-ups from mobile pick-up points: Click and collect.

4.2.2. FIXED PICK-UP POINT

The CUSTOMER will receive a text message telling them 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 price list for pick-ups from fixed pick-up points: Click and collect.

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 or if the items are damaged or don't coincide with your order, please contact Customer Service at 21 989 99 45, national landline call, (Monday to Saturday: 09h-21h; Sundays and public holidays: 09h-18h). 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.

4.3. MEDIUM AND LARGE DELIVERIES: DELIVERY TO DOOR / HOME DELIVERY
4.3.1. 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.

In addition, if any delivery is delayed due to the fault of the Carrier, the CUSTOMER should reschedule the delivery within 72 hours. Once this 72-hour period has elapsed without the CUSTOMER having scheduled a new delivery, 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.

If the second delivery is made on 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.

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 Customer, or their representative, must check the condition of the products on delivery.

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 should 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 your order, please contact 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.

4.3.2. 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.

4.3.3. SMALL DELIVERIES
4.3.3.1. 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.

4.3.3.2. 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.

4.4. PROVISION OF SERVICES

The provision of services contracted via the Online Store, by phone, email, chat and/or video call will be governed by the Particular Conditions applicable to each case. We therefore ask you to carefully read the Particular Conditions that will be provided to you along with the summary of your order. In the event of any conflict between these and the General Terms & Conditions, the Particular Conditions will prevail.

4.5. 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. 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.

4.5.1. 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 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 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. 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.

The CUSTOMER acknowledges that by refusing to have the product secured to the wall (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.

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 4.5.8. ADDITIONAL SERVICES).

4.5.2. 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.

4.5.3. 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.

4.5.4. 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 COSTUMER, 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.

4.5.5. MEASURING OF CUSTOM-MADE WORKTOPS AND/OR QUARTZ AND CERAMIC WALL PANELS

By requesting this service via the remote contracting system organised by IKEA, the CUSTOMER declares their acceptance of these general terms and conditions.

The Measuring Service for custom-made worktops and/or quartz or ceramic wall panels is considered to have been scheduled when the CUSTOMER has paid for the service. After payment of the worktop measuring service, IKEA will send the CUSTOMER a quote for the custom-made worktop and/or wall panel, the Measuring Service request and the invoice for this.

Measurement checking for the installation of custom-made worktops and/or quartz or ceramic wall panels is carried out after the conclusion of the installation of all of the furniture in the kitchen where the worktop or wall panel is to be installed. The installation of the kitchen furniture is deemed to have been concluded when all the furniture, panels, filler pieces, worktop support fittings and skirting necessary for the installation of the worktop and wall panel have been installed and aligned in their final positions for the installation of the worktop and/or wall panel.

It is up to the CUSTOMER to confirm that the kitchen installer, whether the Customer or an IKEA service provider, guarantees that the installation of the kitchen furniture has been completed on the date the Measuring Service is carried out.

It is up to the CUSTOMER to ensure that all of the IKEA and non-IKEA products, such as the hob, sink, tap and other equipment that required drilling and installation on the worktop and/or wall panel are present on the date of the measurement checking and the CUSTOMER is also responsible for guaranteeing the measurement checking information for each piece of equipment.

The CUSTOMER must be present when the measuring is carried out for the custom-made worktop and/or wall panels.

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

The measuring service for worktops and/or wall panels 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 kitchen where the worktop and/or wall panel are to be installed.

Any changes made by the CUSTOMER after the measuring service has been carried out by IKEA, such as changes to the kitchen furniture, a change in the part of the kitchen where the worktop and/or wall panel are to be installed, an increase or decrease in the size of one of more worktops / wall panels or any changes to their format will require the measuring service to be carried out by IKEA again. The CUSTOMER must pay the cost of this new measuring service as a result of alterations made by them.

4.5.6. SALE AND INSTALLATION OF CUSTOM-MADE WORKTOPS AND/OR QUARTZ AND CERAMIC WALL PANELS (KITCHEN INSTALLED BY IKEA)

Orders for custom-made worktops and/or quartz or ceramic wall panels are deemed concluded once payment has been made.

The date scheduled for delivery of the custom-made worktop and/or quartz or ceramic wall panel will be at least 15 (fifteen) business days from the date payment was made. If this deadline cannot be met, IKEA undertakes to contact the CUSTOMER in good time and inform them of the expected date of delivery, as well as to provide a worktop as a temporary solution so that the kitchen can be made functional (LILLTRÄSK laminated worktop). By subscribing to these terms, the CUSTOMER acknowledges that the order may be delivered more than 30 days after its completion, in case of IKEA 's need or any reasonable reason that may delay receipt of the order.

The sink, water trap, tap and hob will also be installed on the date of installation of the custom-made worktop and/or wall panel if they are IKEA products and if applicable.

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, underfloor heating and any other equipment or installations 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 arising from a lack of information or unsuitable, insufficient or misleading information provided by the CUSTOMER.

At the time of contracting, the CUSTOMER must inform IKEA of the existence of any obstacle that could hinder the provision of services. The provision by the CUSTOMER of accurate information is essential for IKEA to be able to provide the services properly.

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.

IKEA also reserves the right to refuse to continue or start 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.

If the installation of the worktop and/or wall panel is unfeasible due to facts attributable to the CUSTOMER, the cost of a new installation service will be paid for by the customer.

The CUSTOMER can only cancel the order in the first 2 (two) days after it was made, with the right to a refund of the full amount paid. Therefore, the CUSTOMER should, within this period, contact the IKEA Customer Service by phone 21 989 99 45, national landline call, or using the alternative means available at IKEA.pt/contacts, or go to Customer Service at an IKEA store to confirm the cancellation.

Without prejudice to the legal guarantees applicable, in particular Decree-Law 84/2021, of 18 October, the Customer may not cancel their order after the period referred to in the previous point and custom-made worktops and/or quartz or ceramic wall panels may not be returned. This is an exception to the IKEA returns policy.

The CUSTOMER or their representative should check the condition of the worktop and/or wall panel at the time of installation, as well as the installation of the sink, water trap, tap and hob if these are IKEA products. If any visible errors or damage are detected on the worktop and/or wall panel and/or if the worktop and/or wall panel don't coincide with the order request, the CUSTOMER should contact IKEA Customer Service immediately at 21 989 99 45, national landline call, or using one of the alternatives available at IKEA.pt/contacts.

These provisions shall not affect the CUSTOMER's rights regarding the product guarantee, valid for 3 (three) years for any non-conformities detected.

4.5.7. SALE AND INSTALLATION OF WORKTOPS AND/OR QUARTZ AND CERAMIC WALL PANELS (KITCHEN INSTALLED BY THE CUSTOMER)

Orders for custom-made worktops and/or quartz or ceramic wall panels are deemed concluded once payment has been made.

The date scheduled for delivery of the custom-made worktop and/or quartz or ceramic wall panel will be at least 15 (fifteen) business days from the date payment was made. If this deadline cannot be met, IKEA undertakes to contact the CUSTOMER in good time and inform them of the expected date of delivery, as well as to provide a worktop as a temporary solution so that the kitchen can be made functional (LILLTRÄSK worktop). The customer, by subscribing to these terms, acknowledges the possibility of the order delivery period extending beyond 30 days.

The installation service for worktops and/or quartz or ceramic wall panels includes only the installation of the worktop and/or wall panel. No additional services are included, such as the installation of white goods or sinks or connecting the tap and water trap or any other equipment.

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 equipment or installations 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 arising from a lack of information or unsuitable, insufficient or misleading information provided by the CUSTOMER.

At the time of contracting, the CUSTOMER must inform IKEA of the existence of any obstacle that could hinder the provision of the services. The provision by the CUSTOMER of accurate information is essential for IKEA to be able to provide the services properly.

IKEA also reserves the right to refuse to continue or start 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. In the same way, IKEA may also refuse to continue or start the provision of the service if it is found not to be possible or convenient for any technical reasons or due to the characteristics of the place.

If the installation of the worktop and/or wall panel is unfeasible due to facts attributable to the CUSTOMER, the cost of a new installation service will be paid for by the customer.

Without prejudice to the legal guarantees applicable, in particular Decree-Law 84/2021, of 18 October, the CUSTOMER may not cancel their order after the period referred to in the previous point and custom-made worktops and/or quartz or ceramic wall panels may not be returned. This is an exception to the IKEA returns policy.

The CUSTOMER or their representative must check the condition of the worktop and/or wall panel immediately at the time of installation. If any visible errors or damage are detected on the worktop and/or wall panel and/or if the worktop and/or wall panel don't coincide with the order request, the CUSTOMER should contact IKEA Customer Service immediately at 21 989 99 45, national landline call, or using one of the alternatives available at IKEA.pt/contacts.

These provisions shall not affect the CUSTOMER's rights regarding the product guarantee, valid for 3 (three) years for any non-conformities detected.

4.5.8. 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.

4.5.9. 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 charged according to the price list of delivery transport 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.

4.5.10. REMOVAL & RECYCLING
4.5.10.1. 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).

4.5.10.2. WHITE GOODS & ELECTRICAL EQUIPMENT

IKEA can collect your equipment free of charge if previously advised of this by the CUSTOMER. When buying white goods online, you will have to contact Customer Service at 21 989 99 45, national landline call, to schedule the collection of the old product on the same day as the delivery of the order.

5. 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 of the product. In addition, and without prejudice to the guarantee provided for in the applicable legislation, IKEA offers the guarantees described at Guarantees on selected products.

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

6. TERMINATION OF THE CONTRACT

In accordance with the applicable legislation, you may, within no more than fourteen (14) days, without the need to give any reason, exercise your right of withdrawal and, consequently, return the product(s) acquired or cancel the service(s) contracted. This period should be counted from:

(i) The date the contract is signed in the case of a service agreement;

(ii) The date the CUSTOMER or a third party, with the exception of a carrier indicated by the CUSTOMER, takes physical possession of the products in the case of a purchase and sale contract, or:

a. The date the CUSTOMER or a third party, with the exception of a carrier indicated by the CUSTOMER, takes physical possession of the products in the case of several products ordered by the CUSTOMER in a single order and delivered separately;

b. The date the CUSTOMER or a third party, with the exception of a carrier indicated by the CUSTOMER takes physical possession of the last batch or element in the case of delivery of goods consisting of a number of batches or elements;

c. The date the CUSTOMER or a third party indicated by then, other than the carrier, takes physical possession of the goods in the case of periodic goods delivery contracts during a certain period.

The CUSTOMER may exercise their right of withdrawal through any clear declaration of termination of the contract, or they can use the form attached to this document.

If the CUSTOMER exercises their right of withdrawal, IKEA will return all the payments received, including delivery costs – with the exception of additional expenses arising from the CUSTOMER having chosen a delivery method other than the least expensive one offered, without delay or hindrance and, in any other situation, within no more than 14 days of the date when IKEA was informed of the decision to terminate the contract, provided that the products have been received and checked in the IKEA warehouse. The amounts referred to here will be returned using the same payment method the CUSTOMER used to make the initial payment.

IKEA will collect the product(s) to be returned under the terms of this clause and the CUSTOMER shall be responsible for the payment of all transport charges for collecting the product(s) from the delivery address and taking them to the IKEA warehouse, according to the price list for delivery transport.

This being the provision of a service, if the CUSTOMER wishes the service to begin during the period indicated in the first paragraph of this clause, they should expressly indicate this by selecting the date when they request the services. If the contract has not been fully implemented, any CUSTOMER who wishes to exercise their right of withdrawal after requesting the start of the service provision will be responsible for payment of the amount proportional to the service actually provided up to the moment the termination notification was received, in relation to the set of services provided for in the contract.

By agreeing to these Terms and Conditions, the CUSTOMER recognises that, as this is a service provision, they will lose their right of withdrawal as soon as it has been fully provided by IKEA.

In accordance with the applicable law, the right of withdrawal may not be exercised in the following situations:

(i) When the services have been fully provided following prior consent from the CUSTOMER under the terms of Point 1.5
(ii) When the product(s) have been supplied or personalised according to the CUSTOMER's specifications.
(iii) When the product(s) supplied can deteriorate or exceed their sell by date in a short space of time.
(iv) When the product(s) supplied are sealed and cannot be returned for health protection or hygiene reasons and they have been opened after delivery.
(v) When the products supplied have been mixed with other goods after delivery and cannot be separated from them.

In addition, either of the Parties may also terminate the contract for failure to comply with the obligations set out in these General Terms & Conditions.

7. 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 usage, 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.

8. COMPLAINTS & AFTER SALES SERVICE

CUSTOMERS may send any complaints they may have to IKEA using the contact information available on the contacts page in Contacts - IKEA 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 indicated below to make their complaint: Find us - IKEA

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 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.

9. APPLICABLE LAW & JURISDICTION

Portuguese legislation shall apply to any disputes arising in the contractual relations between the Parties. 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 Entities at www.consumidor.gov.pt. CUSTOMERS may also resort to the European Online Dispute Resolution Platform, available at http://ec.europa.eu/consumers/odr/.

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 – Lojas de Alfragide, Loures e Sintra; http://www.centroarbitragemlisboa.pt/
CIMAAL – Loja Loulé; https://www.consumidoronline.pt/pt/
CICAP – Loja de Matosinhos; https://www.cicap.pt/
CIAB – Loja de Braga; https://www.ciab.pt/pt/
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo - https://www.cniacc.pt/pt/.
CACCRAM - Consumer Dispute Arbitration Centre of the Autonomous Region of Madeira CACC - madeira.gov.pt

Finally, complaints may be lodged using the electronic complaints book available at https://www.livroreclamacoes.pt/inicio.

The Customer declares that they understand and fully accept these General Terms and Conditions for Online Purchase and Sale, without reservation.

Last update: April 2024

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