General Terms and Conditions of Sale IKEA

1. Applicability of these General Terms and Conditions of Sale

These General Terms and Conditions of Sale apply to purchases made at IKEA stores in the Netherlands or online via IKEA.nl or the IKEA app.

2. When do these General Terms and Conditions of Sale apply?

These terms apply to all purchases of products and services from IKEA in the Netherlands, whether in-store or online.

3. What can I buy at IKEA?

IKEA sells products, including furniture, home appliances, and home accessories, as well as services detailed in paragraph 10. Products are intended for domestic use unless explicitly stated otherwise in the product description. Products that are not pre-assembled must be assembled according to the provided manual. Gift cards are also available for purchase.

If you wish to exchange a product, you will receive an IKEA credit card for the purchase amount, which can be used for future purchases.

While IKEA strives for accuracy in its communications, information may occasionally be incorrect, incomplete, or outdated. The information provided at the time of purchase is always applicable.

4. Where can I shop at IKEA?

You can shop at IKEA in our stores or online. Purchases made via customer service, whether by phone or online, are subject to the terms for online purchases.

5. What price do I pay?

All prices are in Euros and include VAT, but exclude other costs such as service charges. Prices are valid for the specific sales channel (in-store or online) and may vary between channels.

6. How can I pay?

6.1. In-store: Payment can be made at the checkout using Maestro, Visa Card, Mastercard, American Express, IKEA gift card, IKEA credit card, or cash up to €3,000. For delivery orders placed in-store, payment can be made upon delivery via PIN, Visa Card, Mastercard, or other accepted payment methods. Ensure sufficient funds are available.

6.2. Online: For online purchases, payment can be made in advance via iDEAL, Visa Card, Mastercard, American Express, PayPal, IKEA gift card, IKEA credit card, or other accepted methods. Payment after delivery is also possible with Klarna or ONEY, subject to their terms.

All products remain IKEA's property until full payment is received.

7. Custom-made products

For custom-made products, IKEA relies on the measurements and specifications provided by the customer, unless measured by IKEA. Orders for custom-made products cannot be cancelled.

8. Can I return my products?

Products can be returned within 365 calendar days of purchase, either in-store or online, provided they are not soiled or damaged, the original proof of purchase is presented, and the return is not excluded by specific conditions (e.g., custom-made products, food items). For online returns made within 365 days of receipt, IKEA will refund the purchase amount. If the entire order is returned within fourteen calendar days of receipt, original shipping costs will also be refunded. Return shipping costs are the customer's responsibility. Refunds will be processed within fourteen days of return notification, using the original payment method. IKEA may withhold refunds until products are received or proof of return is provided.

IKEA reserves the right to refuse returns or exchanges if abuse is suspected. Specific conditions apply to mattress returns.

9. Statutory warranty and IKEA warranty

All purchased items are covered by the statutory warranty. Additional IKEA warranty information is available in the warranty brochures. The warranty commences upon delivery. The original proof of purchase must be presented. Complaints must be reported to customer service within two months of discovery. Products must be used as intended and maintained properly. The warranty does not cover damage caused by incorrect assembly, maintenance, external factors, or normal wear and tear.

9.1. Warranty procedure: IKEA will examine the product and assess warranty coverage. If the claim is valid, IKEA will attempt to repair or replace the product. If repair or replacement is not feasible, the purchase may be partially or fully dissolved, with a proportional refund of the purchase price.

9.2. Product no longer in assortment: If a warranted product is no longer in the assortment, IKEA will arrange a suitable solution in consultation with the customer.

10. Services

IKEA offers various services through its service providers, including:

• Ordering and collection at an IKEA store or Pick-up Point
• Trailer rental and van rental
• Delivery (parcel and freight)
• Return and recycling service
• Buy-back service
• Personalized advice (kitchen, wardrobe, etc.)
• Furniture assembly service
• Bathroom installation service
• Kitchen installation service

10.2. How to access services: Services are ordered in-store or online, with availability varying by store.

10.3. Further service conditions: Detailed conditions apply to each service, including specific requirements for collection, delivery, returns, and installation. For example, for delivery, customers must ensure clear access for delivery personnel and vehicles. For assembly and installation services, customers are responsible for ensuring products are complete, undamaged, and stored correctly prior to the service appointment.

10.3.1. Ordering and collection at an IKEA store: Customers must present valid identification and the order confirmation. Unclaimed orders will be cancelled and refunded, minus service fees. IKEA Food items ordered online can be collected from the Swedish Bistro.

10.3.2. Ordering and collection at a Pick-up Point: Customers receive a confirmation email with locker details. Access is time-slot specific. Customers are responsible for collecting items from the locker. Unclaimed orders will be cancelled and refunded, minus service fees.

10.3.3. Trailer rental: Trailers can be rented via an application, subject to the service provider's terms.

10.3.4. Van rental: Vans can be rented via a provided link, subject to the service provider's terms.

10.3.5. Delivery: parcel post and freight delivery: Delivery is subject to minimum order values and product size/weight. Customers are notified of delivery times, which are estimates. For freight delivery, customers must ensure clear access for vehicles and personnel. Delivery is typically to the ground floor threshold or a designated room. For deliveries above the fourth floor, elevator access is required. If delivery is not possible, products will be returned, and the purchase amount refunded minus delivery costs. If delivery is delayed, customers will be contacted to reschedule. If a second delivery attempt fails, the order can be cancelled free of charge.

10.3.6. Return and recycling service: For mattresses, pillows, duvets, kitchens, and electrical/electronic appliances delivered by freight, a return and recycling service is available. Customers must opt-in when booking delivery. For mattresses, a maximum of two mattresses (80/90 cm) or one mattress (140-180 cm) can be returned, properly packaged. Electrical/electronic items must be disconnected and empty. Items for return should be placed at the doorstep. Customers must be present during the service. Specific conditions apply for returns to the Wadden Islands.

10.3.7. Buy-back service: Selected IKEA products can be traded in for an IKEA credit card. Products must be clean, original, and identifiable as IKEA products. A price proposal is provided as an indication. IKEA reserves the right to refuse products based on their assessment.

10.3.8. Personal advice: Appointments can be booked for personalized advice on kitchens, wardrobes, etc. Customers must provide accurate room measurements and details. IKEA's advice is based on these specifications. Cancellations or changes to appointments are permitted up to 48 hours in advance without charge.

10.3.9. Furniture assembly service: IKEA offers furniture assembly by a service provider. Customers must ensure all parts are present and undamaged, products are stored correctly, and the assembly area is clean and accessible. IKEA is not liable for any additional work required beyond the assembly of IKEA products. Cancellations or changes are permitted up to 48 hours in advance.

10.3.10. Bathroom installation service: IKEA offers bathroom installation by a service provider. Customers must ensure all parts are present and undamaged, products are stored correctly, and the installation area is clean, dry, and accessible, with proper water and electrical connections. IKEA is not liable for any additional work required beyond the installation of IKEA products. Cancellations or changes are permitted up to 48 hours in advance.

10.3.11. Kitchen installation service: IKEA offers kitchen installation by a service provider, including an initial measurement service. Customers must ensure all parts are present and undamaged, products are stored correctly, and the installation area is clean, dry, and accessible, with proper water, gas, and electrical connections. IKEA is not liable for any additional work required beyond the installation of IKEA products. Cancellations or changes to the measurement service are permitted up to 30 days prior to the appointment. Cancellations or changes to the kitchen installation service are permitted up to seven days prior to the appointment.

11. IKEA Family

11.1. IKEA Family account: An IKEA Family account offers benefits such as unlimited returns (with specific conditions for returns after 365 days) and an 'oops' insurance for accidental damage during transport. The account is personal and non-transferable. IKEA may delete accounts for inactivity or suspected misuse. Account deletion will also remove order history and digital receipts.

11.2. Further IKEA Family account conditions: Customers are responsible for keeping their account details up-to-date. Accounts can be cancelled at any time. IKEA may delete accounts for inactivity or suspected misuse.

12. IKEA for Business

12.1. IKEA for Business Network account: Businesses can create an IKEA for Business Network account to purchase products and services. A unique network number is assigned, which must be used for online and in-store purchases.

12.2. IKEA for Business debtor number: Businesses can apply for a debtor number to pay within 30 days of purchase. This requires an IKEA for Business Network account, registration for over a year, and a positive credit assessment from Economic Data Resources B.V. (DAS). IKEA shares customer data with DAS for creditworthiness assessment. A debtor number allows businesses to place orders via email. The debtor number expires if no new order is placed within twelve months.

12.3. Further IKEA for Business conditions: IKEA may limit or exclude returns and exchanges for specific products or services. Customers must not sell or use products as security while they are unpaid. Failure to pay invoices on time may result in debt collection. IKEA for Business accounts and debtor numbers are personal and non-transferable. Businesses can request additional IKEA for Business customer cards for employees, subject to certain conditions and minimum spending. Customers are responsible for keeping their account details up-to-date and for all activities associated with their account. IKEA may cancel accounts or cards for non-payment, suspected misuse, or inactivity.

13. House Rules

Customers agree to follow house rules for a pleasant shopping experience, including following staff instructions, allowing purchase checks, staying within designated sales areas, and adhering to no-smoking policies. Theft will result in police reporting and a civil penalty. Video surveillance is in use. Dogs are generally not permitted, except for assistance dogs. Age restrictions apply to the sale of alcohol and knives.

Failure to comply with house rules may result in removal from the store or a temporary ban.

14. Prohibition of resale or distribution of IKEA Products outside the IKEA franchise system

IKEA products are sold exclusively to end-users. IKEA reserves the right to request further information, cancel, or refuse orders if it suspects products are being resold or distributed outside the IKEA franchise system.

15. What happens to my data?

Information on how personal data is handled can be found in the privacy policy. IKEA reserves the right to amend its privacy policy.

16. Where can I go if I have questions or comments?

For questions or comments, please contact IKEA customer service.

17. What happens if these general terms and conditions change?

IKEA reserves the right to modify these general terms and conditions. Changes will be effective upon publication on the website.

18. Miscellaneous

If any provision of these terms is found to be invalid or voidable, the remaining provisions will remain in effect. Specific terms for certain products or services may deviate from these general terms and will apply accordingly. In case of discrepancies between the Dutch text and translations, the Dutch text prevails. Dutch law applies to all agreements, and the UN Convention on Contracts for the International Sale of Goods (1980) is excluded. Disputes will be settled by the Dutch courts.