Terms and conditions of use

Updates:

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

Fittings service has been added.

For more details we put at your disposal the complete document of our Terms and Conditions:

I. General Provisions

Ikano Retail Mexico, S.A. de C.V. (hereinafter “IKEA México”), with address on Calle Oriente 158, número 440, Piso 3, Local JD-01, Colonia Moctezuma, Segunda Sección, Alcaldía Venustiano Carranza, C.P. 15530, Ciudad de México (dentro del centro comercial “Encuentro Oceanía”), is the company that operates this website IKEA.mx (“Website”) and the physical IKEA México stores located in the United Mexican States (the "Stores"), through which our products and/or services are offered directly and without any intermediaries to customers and visitors (hereinafter the “Consumers”), pursuant to the terms and conditions set forth in this document.

These terms and conditions (hereinafter “The Terms and Conditions”) shall be understood as accepted as a whole and without any reservations every time that a user accesses our website https://ikea.mx/ and/or through the application that IKEA México makes available for Consumers (“Website”) and/or makes transactions as Consumer. Therefore, we kindly invite our Consumers to carefully read the latter before using the Web Site or making any transaction on the Web Site or in the Stores.. In case of disagreeing with them, we invite our Consumers to refrain from performing any transaction and to provide information in the website or at the Stores.

This Website has the exclusive purpose of making information available for our Clients information about the products and/or services commercialized in IKEA México at the Website or at the Stores, as well as offering information regarding promotions, news, location of our premises, contact information, information about IKEA México, among other data. Any use of this website for different purposes may be censored by IKEA México.

IKEA México informs the Consumers that this website and the Stores contains different elements considered as intellectual property, which are protected according to the applicable legislation, including but not limited to: brands, advertisements, reservations of rights, domain names, designs, among others, which are legally used by IKEA México with the consent of their corresponding holders. Any use, copy, reproduction, transmission, dissemination, license or modification or such rights can be prosecuted by IKEA México or by the respective holders, through the corresponding judicial instances.

The Consumer declares that he/she is over 18 years old and has sufficient legal capacity in Mexican territory to enter into and abide by these Terms and Conditions.

In the case of legal entities, individuals acting in their name and representation, , guarantee to IKEA México or any of its subordinates, that they have sufficient representation in their favour from their principal at the time of purchase and ensure that at the time of the transaction they are not infringing the rights of any third party in this respect and that the data and information they provide is true, accurate and reliable.

In virtue of the above, our Consumers, by using this website express their acceptance of the following:

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

ii. Use the website personally and only for legal operations.

iii. Review and therefore accept IKEA México’s Privacy Notice before providing your personal data, which should be provided correctly.

iv. When providing bank data, that these data are true and be the person responsible of the charges and taxes derived from resulting transactions.

v. Do not use third-parties information (whether personal, work, or banking) for the operations performed through the Website, unless they authorize it.

These terms and conditions, as well as this Website, may be modified by IKEA México without previous notice, therefore, before performing any transaction we recommend to visit the valid and updated version, which will be available in our Website (https://ikea.mx/).

These Terms and Conditions, as well as this Web Site, may be modified by IKEA México, therefore, before making any transaction, we recommend visiting the valid and updated version, which will be available on our Web Site (https://ikea.mx/). The modifications in question will be communicated in a special section of the Terms and Conditions in summary form and will be effective from the date of publication and only to orders and / or services that are contracted from the publication of the change on the Web Site.

II. Obligations of the Consumers

Consumers who carry out transactions through this Web Site bind themselves to comply with these Terms and Conditions, as well as to comply with the special warnings or instructions of use contained in them and to always act in accordance with the law, good customs and the requirements of good faith, using due diligence, and refraining from using the Website in any way that could prevent, damage or deteriorate the normal operation of the Website, the goods or rights of IKEA México, its suppliers, the rest of the users or in general any third party. Specifically, and without implying any restriction to the previous section during the use of the Website, the Consumer is obliged to:

To provide truthful information about the data requested in any of the forms incorporated in the Website and to keep them updated. IKEA México reserves the right, without prejudice to other legal measures at its disposal, to withdraw, deny or suspend access to the Website if the information provided is or may be false, inaccurate or misleading.

Not to introduce, store or spread in or from the Website, any information or material that was defamatory, injurious, obscene, threatening, xenophobic, inciting to violence or discrimination on the grounds of race, sex, ideology, religion or that in any way infringes upon morale, public order, fundamental rights, public freedoms, honor, privacy or image of third parties, and in general the regulations in force.

Not to introduce, store or disseminate through this Website any program, data, virus, code, or any other electronic or physical device that may cause damage to it, to any of the services, or to any of the equipment, systems or networks of IKEA México, of any other user, of the suppliers of IKEA México or in general of any third party.

Not to carry out advertising or commercial exploitation activities through the Website and not to use the contents and information of the Website to send advertising or messages with any other commercial purpose, nor to collect or store personal data from third parties.

Not to use false identities, nor impersonate others in the use of the Website or in the use of any of its services, including the use of passwords or access codes of third parties or in any other form.

Not to destroy, alter, disable or damage the data, information, programs or electronic documents of IKEA México, its suppliers or third parties.

Not to introduce, store or disseminate through this Website any content that infringes industrial and/or intellectual property rights or business secrets of third parties, or in general any content of which it does not have, in accordance with the law, the right to make it available to third parties.

IKEA México reserves the right to immediately withdraw access to the Website to those users who, at the discretion of IKEA México, violate the provisions of these Terms and Conditions or when such access is used for illegal purposes, including those listed in these Terms and Conditions, fraudulent or contrary to good faith.

III. Consumer's account in the Website

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

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

The Consumer may delete his/her account at any time through the Website. In addition, IKEA México may delete the Consumer's profile after 2 years of inactivity or if IKEA México believes that the Consumer has violated these Terms and Conditions, or that the use of the account is unauthorized, fraudulent, or illegal; is used in violation of any of the provisions of these Terms and Conditions, for any abuse or attempted abuse and any reasonable suspicion or dishonesty by the Consumer.

Personal data shared by the Consumer for the creation of his/her profile on the Website is subject to the Website's Privacy Notice.

By registering and using the profile, the Consumer agrees to these Terms and Conditions and related documents referred to, including the Privacy Notice.

These Terms and Conditions, any policy, FAQ or guide that regulates the Consumer's account, may be modified by IKEA México, therefore, before making any transaction, we recommend visiting the valid and updated version, which will be available on our Web Site (https://ikea.mx/). The modifications in question will be communicated in a special section of the Terms and Conditions in summary form and will be effective from the date of publication and only to orders and / or services that are contracted from the publication of the change on the Web Site.

IV. Operations in the Website and at the Stores

The products and/or services acquired by the Consumer, through the Website or at the Stores or through the Customer Contact shall be subject to these Terms and Conditions, as well as to the legal provisions applicable.

a. Language and currency of operations

Operations performed in this website, as well as the prices posted on the Website or at the Stores, in the catalogue and in any other communication means, are posted in Spanish and the currency that will be used in the transactions will be the national currency, that is, the legal currency in the United Mexican States.

IKEA México may alternatively provide certain information in other languages, however, in case that any dispute arises the official version shall be the one available in Spanish.

b. Purchase conditions

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

IKEA México can commercialize its products and/or services in retail or wholesale, depending on the products and/or services.

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

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

In the case of Parcel products¹, within a period not exceeding 7 working days from the day after making the purchase.
In the case of Home Delivery products², up to one calendar day before the date chosen by the Consumer for the reception of the purchase.

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

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

_{2. Home Delivery products are all those that exceed the weight and measures of Parcel products.}

c. About the characteristics of the products and/or services offered

IKEA México will commercialize the products and/or services online that are shown through this Website. The characteristics, conditions, colors, size, and, if applicable, pieces will be described in the Website, and will be part of the product that IKEA México delivers to the Consumer. Nonetheless, the pictures published about the products are for illustrative purposes only.

IKEA México informs the Consumer that the overturning of furniture that requires to be fixed to the wall, can cause serious consequences, for such reason, the Consumer, when buying the products offered on the Website, agrees to follow the instructions indicated on each of them (for example, attach to the wall the furniture that requires so as per the assembly instructions) and to use the materials/hardware included in the package. Therefore, the Consumer releases IKEA México from any liability for any accident, damage or loss that results from not following the corresponding instructions.

d. Delivery of the products offered

IKEA México will only deliver products purchased in the Website or at the Stores as applicable through the following modalities of delivery service:

In-Store Delivery Service (“Order & Collect”): This option will only be available for products purchased in the Store and which are not available for immediate delivery on the day of purchase made by the Consumer.
Consumers who choose this option must observe the following procedure:
- In-store delivery service: this service is only applicable for products offered at IKEA Mexico stores and purchased at IKEA Mexico.
- Once payment has been made for the products offered in the Store and paid for by the Consumer in the Store, the Consumer may collect the products on the date indicated on the Sales Order in the "Service Date" section, provided that you receive a confirmation via email. Such email will contain: (i) the number and location of the locker where the Consumer may collect his/her purchase, (ii) the keys to open the locker, (ii) QR Code and numerical key. If the Consumer does not receive this information, he/she should contact the Customer Service Center by telephone or at the IKEA Oceania Customer Service Area (Av. del Peñón 355, Moctezuma 2.a Sección, Venustiano Carranza, C.P. 15530 Mexico City).
- The Consumer is solely responsible for the use of the locker security keys, and the Consumer is requested not to share the keys and to collect the products in person. IKEA Mexico is not responsible for any use of the security keys other than as set forth herein.
- Security keys can only be used once, so if the Consumer has any inconvenience, it will be necessary to contact the Customer Care Center via telephone or the IKEA Oceania Customer Care Area.
- Pick-up of your purchase must be made at the self-service lockers located in the basement of the parking garage where IKEA Oceania is located and the Consumer must sign for receipt of your Purchase Order on the screen provided for this service.
- The Consumer will have 3 calendar days to collect the Purchase Order from IKEA Oceania, starting from the day the Consumer receives the mail with the locker number and security codes. Collect times for the Purchase Order will be from Monday to Sunday from 11am to 8pm. If the Consumer does not collect the Purchase Order within the indicated period, IKEA Mexico will cancel the purchase and proceed with the corresponding refund as indicated below.
- The lockers are only for the safekeeping of the products of the corresponding Purchase Order, it is forbidden to enter these animals or any person for any reason other than the collection of the products (including children and / or pets).
- Products on the Sales Order are subject to product availability. In the event that Consumers have made their purchase and the product and/or service is not available for any reason, IKEA Mexico will contact the Consumer to notify the Consumer of the situation in question, up to 1 calendar day prior to the date indicated on the Sales Order in the "Service Date" section.
- In any event, the Consumer will be refunded the amount paid by the Consumer for the unavailable product and/or service and IKEA Mexico will be subject to compliance with any other obligations under applicable law.
- If you have any questions or comments, please contact the Customer Service Area located in IKEA Mexico stores or by contacting the Customer Service Center.
Click and Collect: Consumers can choose as a delivery service mode to collect the products purchased at the following address ("Delivery Center"):
Address in Mexico City: Mina 116, Colonia Guerrero, Cuauhtémoc Mayor's Office, Mexico City, C.P. 06300.
The opening of new delivery centers is at the discretion of IKEA México and must be consulted by the Consumer prior to making their purchase.
In this service, Consumers will have the option of choosing the day to receive the products. Such choice may not be less than 7 calendar days following the completion of the purchase and the operating hours of the Delivery Center so that the Consumer can pick up their purchased products will be from Monday to Friday from 9:00 to 18:00 hours. Saturdays from 9:00 to 16:00 hours and on Sunday there is no public service.
The products purchased will be available at the Delivery Center within the indicated period as long as the purchase is confirmed and will be available to be collected by the Consumer on the date selected by the Consumer and during the hours of operation of the indicated address. The Consumer will have a maximum period of 3 calendar days (within the days of operation to the public of the indicated address) from the date on which they make themselves available to the Consumer to collect their purchased products.
In the event that the Consumer does not pick up the goods within the established period, IKEA México will cancel the order and reimburse the Consumer the amount paid for the order less the cost for the “Click and Collect” service.
The Consumer must provide their full name, corresponding order number so that the products can be delivered and show a valid official identification. The products purchased can only be collected by the Consumer who has made the purchase.
Truck Delivery: Consumers who choose this option should follow this procedure:
- The truck delivery service will be available only in some zip codes in Mexico City, the metropolitan area and the states of Jalisco, State of Mexico, Hidalgo, Morelos, Puebla, Querétaro and Tlaxcala¹, therefore IKEA México reserves the right to expand or restrict the service to the cities it deems as convenient.
- _{1. Consumers can confirm the availability of service for the address they indicate during their purchase process.}
- The Consumer shall submit to the following home delivery modalities depending on the type of product:
  - IKEA México classifies the products it sells into two types: (i) Parcel and (ii) Home Delivery. Parcel products are those that weigh less than 24 kilograms and/or have a length of less than 1.8 meters in their packaging; 0.7 meters wide, 0.435 meters high or 0.400 meters in circumference. Depending on the type of product will be the category of Home Delivery service applicable. Home Delivery products are all those that exceed the weight and measures above.
  - Parcel Delivery Service: this home delivery service applies only to Parcel products and whose purchase order in its totality does not exceed the measures and weights mentioned in the preceding paragraph. However, there may be items that, despite being within the dimensions categorized as Parcel products, can only be delivered to your home in the Truck Delivery Service modality. In any case, the Consumer will know what type of home delivery corresponds to him prior to payment of the products and/or services. In this service such products will be delivered to the address indicated by the Consumer within 10 calendar days following the completion of the purchase, provided that it is confirmed, in a schedule between 8:00 hours and 21:00 hours. The Consumer cannot choose the date or time of delivery. In this modality, up to 3 delivery attempts can be made during a period of 8 calendar days from the first delivery attempt.
    The service provider will only wait at the address indicated by the Consumer for a maximum time of 5 minutes since he arrives to the address indicated by the Consumer.
  - Truck Service: this home delivery service only applies to Home Delivery products and exceptionally to Parcel products when automatically determined by the Website at the time of purchase i.e. when they exceed the weight and measurements indicated in the first bullet point of this section (they weigh less than 24 kilograms and/or have a length of less than 1.8 meters in their packaging; 0.7 meters wide, 0.435 meters high or 0.400 meters in circumference). In this service, Consumers will have the option to choose the day and time block of their preference to receive the goods. This choice may be between 5 to 14 calendar days after making the purchase and the time blocks will be between 9:00 hours and 21:00 hours. In this modality, only 1 attempt of delivery can be made since it is the Consumer who has indicated the day and hourly block to receive the product.
    The service provider will only wait at the address indicated by the Consumer for a maximum time of 10 minutes since he arrives at the address indicated by the Consumer.
- Products will be delivered in the address indicated for such purpose by the Consumer.
- The person who receives the products in any of the home delivery service modalities must show an official ID with photograph, electronically sign the certificate of delivery, and rate the service of Truck Delivery Service modality.
- In any of the home delivery service modalities:
  - A photograph may be taken of the products delivered.
  - The Consumer must ensure that the service provider will be able to make the delivery correctly (for example: allow access to the corresponding lobby or access control). In case the place indicated for delivery is an apartment building, the goods will be left inside the address or apartment as long as:
    - there is an elevator,
    - or up to the 9th floor if the building does not have an elevator. If the address is located on floors above the 9th floor, the goods will be left on the 9th floor, at the main entrance or wherever the Consumer indicates, as long as it does not exceed the 9th floor.
    - or the access allows the goods to enter free of damage.

Any of the delivery services may be provided by third party suppliers to IKEA México, however, IKEA México will be solely responsible before the Consumer.

In the event that the information provided by the Consumer is incorrect or not accurate, IKEA México may contact the Consumer by telephone and/or e-mail. Likewise, any notification related to the purchase of the products and/or services will be notified to the Consumer by telephone and/or e-mail.

The costs of any of the product delivery service modalities can be included in the final cost of the product, unless IKEA México decides and indicates otherwise, in which case it will inform about such situation in the product description. The costs for delivery services in any of its modalities will be charged to the Consumer.

Delivery services of the products in any of their modalities do not include costs of furniture assembly services, which may be purchased separately. In case that the Consumer requires to hire this furniture assembly service, he/she shall be subject to the corresponding terms and conditions, which are available in the following section.

If due to causes attributable to the Consumer, IKEA México cannot deliver the products within the terms provided in each one of the delivery service modalities, the delivery service shall be deemed as provided, the goods will be returned to IKEA México and IKEA México will cancel the order and reimburse the Consumer with the amount paid for the order minus the applicable delivery service cost.

Applicable reimbursements shall be reflected according to the terms set forth by the Bank of the payment form chosen by the Consumer or by IKEA México, accordingly. For more information, please check our Return Policy.

The deadline for delivery of the products in any of the delivery service modalities indicated is an estimate. Any modification to this will be notified to the Consumer. In case of sanitary emergency, curfew or any other similar situation that limits the free transit of goods through the national territory, the Consumer will be notified of such situation either to extend the delivery time or, if applicable, to modify the day and time of delivery; for such purposes the Consumer may track the status of his/her order at the Customer Contact Center.

e. Additional Services

The Consumer may get any of the additional services detailed below:

1. Furniture assembly services

IKEA México products are designed to be assembled by the Consumer according to the indications of each product. However, if the Consumer considers it necessary, he/she may request the service of furniture assembly so that the products are assembled by a third party according to the indications of each product.

This service is only available for products called Home Delivery and may be hired by the Consumer at the time of purchase through the Website, at the Store. Service will be available only in some zip codes in Mexico City, State of México and Jalisco¹.

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

Assembly services do not include installation of kitchen furniture, bathroom furniture and/or curtains installation.

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

The cost of this service will be added to the final cost of the purchase and will be charged to the Consumer.

In this service, Consumers must choose the day and time block to receive them. This choice may not be less than 4 calendar days after the purchase is made and the time blocks will be between 9:00 hours and 20:00 hours, provided that said purchase confirmed.

In the event that the Furniture Assembly Service cannot be completed during the hours selected by the Consumer and during the hours in which this service is provided (9:00 a.m. and 8:00 p.m.), the Customer Service Centre will contact the Consumer to schedule the continuation of the service between 9:00 a.m. and 8:00 p.m. Monday through Sunday.

The service may be provided by third party suppliers to IKEA México, however, IKEA México will be solely responsible before the Consumer.

This service does not include modifications or adaptations on the surface or in the infrastructure of the property where the service will be provided, therefore, it is the responsibility of the Consumer that the area where the product will be assembled is clear, that is, free of objects. Likewise, the building where the Furniture Assembly Service is to be provided must not be in a black construction site. The service provider is not obliged to remove or move any object that obstructs or hinders the provision of the furniture assembly service (for example, moving furniture of any size such as armchairs, refrigerators, removing shelves, elements fixed to the wall, door or window frames, etc.).

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

In the event that the service is to be provided after the product has been opened by the Consumer or any third party other than the service provider, the Consumer shall ensure to have that all parts or materials originally included in the product. In addition, the product will be checked and the service will be performed provided that the product is in good condition and has all its parts.

Since the service of furniture assembly must be done according to the indications of each product. The Consumer may not give instructions other than those indicated on the product to the service provider for the assembly of the product.

Some IKEA México products need to be attached to the wall according to the instructions of each one of them. During the service, the service provider is obliged to fix to the wall those products that are indicated as such in the corresponding instructions. If the Consumer, for any reason, does not allow the product to be fixed to the wall, he/she releases IKEA México and the service provider from any responsibility for any damage or loss of any kind that this may cause.

If, at the time of providing the service, the Consumer does not comply with any of the conditions stated herein, the service provider may refuse to provide the service without liability for IKEA México and the service will be deemed as provided, so in the event that the Consumer still requires the service, he/she must hire it again. Where aplicable, the service provider may take photographs of the situation in question only as evidence. Any of these situations will be communicated by the service provider to the Customer Service Centre, which will inform the Consumer accordingly.

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

I. This will only be in respect of the furniture assembly service provided and will only cover the following:

i. Assembly service.

ii. Use of items required for assembly.

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

II. This shall not apply with regards to change or return of damaged products from origin or during transportation when it has been hired to IKEA México, in which case the Return Policy explained in section "i" of these Terms and Conditions shall apply.

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

_{1. Consumers can confirm the availability of service for the address they indicate during their purchase process.}

2. Disassembly services

if the Consumer considers it necessary, he/she may request the service of furniture disassembly so that the products are disassembled by a third party.

This service is only available for products called Home Delivery and may be hired by the Consumer at the time of purchase through the Website or after making the purchase through the Customer Contact Center. Service will be available only in some zip codes in Mexico City¹.

Disassembly services do not include uninstallation of kitchen furniture, bathroom furniture and/or curtains uninstallation.

The cost of this service will be added to the final cost of the purchase and will be charged to the Consumer.

The service may be provided by third party suppliers of IKEA México, however, IKEA México will be solely responsible before the Consumer.

This service does not include modifications or adaptations on the surface or in the infrastructure of the property where the service will be provided, therefore, it is the responsibility of the Consumer that the area where the product will be assembled is clear, that is, free of objects. The service provider is not obliged to remove or move any object that obstructs or hinders the provision of the furniture assembly service (for example, moving furniture of any size such as armchairs, refrigerators, removing shelves, elements fixed to the wall, door or window frames, etc.).

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

The Consumer shall ensure that all parts or materials originally included in the product are available. In addition, the product will be checked and the service will be performed provided that the product is in good condition and has all its parts.

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

I. This will only be in respect of the furniture disassembly service provided and will only cover the following:

i. Disassembly service.

ii. Damage caused to products by the disassembly service.

iii. Use of items required for disassembly

iv. Use of articles or accessories that the product itself requires for its disassembly.

III. Neither will it apply to products damaged by the Consumer.

IV. To make the guarantee of the furniture disassembly service effective, the Consumer must contact IKEA México through the Customer Contact Center indicated in section "l" of Terms and Conditions herein.

_{1. Consumers can confirm the availability of service for the address they indicate during their purchase process.}

3. Kitchen, Bathroom, Countertop, Interior Planning and Design Installation Service

The Consumer will be subject to the terms and conditions applicable to each service, which are published on the IKEA.com/Terms and Conditions Web Site.

4. Self-Service, and Spare Parts Request

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

You will only be able to purchase on a self-service basis those assembly parts available on the "Web Site" or in the Store (each of the channels has a specific availability of Spare Parts that you will have to consult directly with each channel).
The Consumer shall be solely responsible for the selection of assembly parts through the self-service mode; therefore, IKEA MEXICO shall not be liable for parts incorrectly selected by the Consumer.
The self-service service is limited to 30 Spare Parts items per order.
This service may only be used by consumers who have previously purchased a product either in the online store or in IKEA Mexico physical stores, and only for the products they have purchased.

f. Price of products and payment forms

Prices posted in this Website and, when applicable, of the discounts or special offers, will be assigned to the products that are part of this Website. Prices listed here can be different to those offered in the premises of IKEA México and will only be valid through the payment forms contained here. Therefore, Consumers accept and bind to not try to obtain discounts in the premises using information obtained in this Website nor viceversa.

Consumers can make transactions to purchase products and/or services, through this Website, for which purpose they must have any of the following payment methods: a) Debit card; b) Credit card; or c) other payment forms indicated and accepted by IKEA México.

Transactions made through this website and pay-by-link are managed by Adyen Mexico, S.A. de C.V., therefore, the transactions will be redirected to conclude the operations related to the purchase of products and/or services. IKEA México does not store, process, share or transfer banking information of the Consumer. IKEA México has signed an agreement with Adyen Mexico, S.A. de C.V., in which it has been agreed that the latter will implement the best practices and measures to protect the Consumers’ information; however, IKEA México suggests the Consumers to make good use of their confidential information, and if there are any questions about the payment portal’s security, they can address their questions to IKEA México’s Customer Contact Center. IKEA México will not be liable for any failures in the payment portal.

g. Invoicing

Once the transaction is satisfactorily concluded, a receipt thereof will be issued, which will describe: a) Consumer’s information; b) the products and/services purchased; c) payment date; d) place and date of delivery of goods; and e) in general, any information related to the transaction.

Consumers can request the invoicing of the operation within 30 calendar days since the date when the transaction was made, in the portal that IKEA México makes available in the Website for the Consumer for such purposes.

h. Guarantees

All products that IKEA México makes available to the Consumer through the Website have at least a 90-day guarantee under the terms of the Federal Consumer Protection Law or any period indicated by the same law.

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

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

Applicable guarantees will be sent by electronic mail to the Consumer and after the purchase confirmation.

IKEA México abides to deliver each product along with its corresponding guarantee, when this is applicable, which can be delivered along with the purchase ticket and/or by email. If the Consumer needs to make the guarantee valid, he/she must follow the instructions contained therein and contact the Customer Contact Center. The specific conditions for the guarantee validity will be defined in the guarantee policy of the product or its package.

The specific conditions for the guarantee validity will be defined in the guarantee policy of the product or its package.

In addition to the above, IKEA México offers a policy called IKEA 365, which means that if during a period of 365 calendar days, since the day when the product is purchased, the Consumer no longer likes the product for any reason, the Consumer may return the product and IKEA México will reimburse the Consumer for the total cost of the product, by the same form of payment in which it was purchased. The Consumer must present the transaction receipt and official identification in order for IKEA México to ensure that it is reimbursing the Consumer who purchased the product. Delivery services or any other service hired by the Consumer in relation to the product being returned under IKEA Policy 365 will not be refundable, except when the return is due to causes attributable to IKEA México. For further details, the Consumer should refer to the Return Policy.

i. Returns

For any exchange and/or return, the Consumer shall be subject to the IKEA México Return Policy available on this Website and at the Stores. Notwithstanding the above, a summary of the applicable Return Policy will be indicated below, which must be consulted in its entirety at the time of requesting the corresponding return and be precisely that which is applicable at the time of requesting the corresponding return.

As a summary of the Return Policy:

1. Due to the Consumer’s change of mind:

The Consumer may request the return of the products within a maximum of 365 days from the date of purchase of the product¹.
The return for Consumer’s change of mind will proceed provided that the products are in good condition subject to the physical review of the product by IKEA México and the ticket of purchase is presented, in case of not having it please contact the Customer Contact Center.
Returns regarding the Consumer's change of mind will only correspond to 100% of the value of the product or goods, therefore, no reimbursement will be made for any service provided and hired to IKEA México, such as: furniture assembly service or any type of delivery service (for example: Click and Collect service, Parcel Delivery service or Truck Delivery service).

_{1. Not all products are susceptible of this change or return. For more information, please check the Return Policy.}

2. For damaged products attributable to IKEA México:

The Consumer may request the return of the damaged products within the time period indicated in each applicable guarantee and as per the Return Policy.
For the return of damaged products, the purchase ticket must be presented, in case of not having it, please contact the Customer Contact Center.
Returns related to Consumer's change of mind will only correspond to 100% of the value of the product or goods; services will be reimbursed only if the return is due to causes attributable to IKEA México.

Returns are of a personal nature and cannot be made by persons other than the subject who made the purchase.

For any return, the consumer must return the corresponding product to IKEA México.

Returns may incur additional service charges if required by the Consumer, such as disassembly and/or pickup of the products. These costs shall be assumed by IKEA México for products damaged by causes attributable to IKEA México. When the return is not for products damaged by causes attributable to IKEA México, the Consumer will cover the corresponding operating costs and they will be deducted from the total amount to be refunded.

Applicable refunds will be reflected according to the terms established by the Bank or the form of payment chosen by the Consumer or by IKEA México, as appropriate. For more information, please check our Return Policy.

IKEA México cannot ensure the times and terms that the banking institutions will take in carrying out the reimbursement of the processed payment, since these correspond to internal processes over which IKEA México has no control or participation. However, IKEA México can help provide the Consumer with the information that is necessary to track the transaction and that the Consumer can properly credit and carry out the return process. The Consumer hereby agrees and acknowledges that the sole responsibility for following up on the refund request shall be himself/herself, and hereby releases IKEA México from any and all related claims or complaints.

j. Personal Data Protection

IKEA México is responsible for the collection, storage, preservation, management and decision on the treatment of personal data of the Consumers. For such purpose, it makes the Privacy Notice available for you. IKEA México requests its Consumers to check the Privacy Notice before providing personal data.

Personal data provided through the Website or at the Store will be used for questions regarding the Consumers’ orders, such as processing orders, make deliveries, provide a better Consumer service, perform quality assessments, as well as provide promotional information of IKEA México. IKEA México’s Privacy Notice can be found in the website: https://ikea.mx/

k. Security and responsibility in the use of data

The Consumer assumes all responsibility derived from the use of this Website, and is the sole responsible for any direct or indirect effect on the use of this Website, including, but not limited to, any adverse economic, technical and/or legal results, as well as the disappointment of the expectations produced by this Website, and the user abides himself/herself to keep IKEA México free of any claims derived, directly or indirectly, from such facts.

IKEA México shall not be liable for any damages that may arise from interference, omissions, interruptions, computer viruses, breakdowns and/or disconnections in the operation of this electronic system or in the users' computer equipment and devices, produced by causes beyond the control of IKEA México, that prevent or delay the provision of the services or the navigation of the Website, nor of the delays or blockages in the use caused by deficiencies or overloads of the Internet or in other electronic systems, nor of the impossibility of providing the service or allowing access due to causes not attributable to IKEA México, due to the Consumer, to third parties, or to cases of force majeure.

Nevertheless, IKEA México declares that it has adopted and will adopt, where appropriate, all necessary measures within its possibilities and the state of technology, to guarantee the correct functioning of this Website and to avoid the existence and transmission of viruses and other harmful components to users.

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

In general, IKEA México does not control the use that Consumers make of the Website. In particular, IKEA México does not guarantee under any circumstances that Consumers will use the Website in accordance with the law, these Terms and Conditions, generally accepted morals and good customs and public order, nor that they will do so in a diligent and prudent form. Consequently, IKEA México is not responsible for the use that the Consumer makes of the content of the Website that may violate any type of legal order, national or international, of the industrial and intellectual property rights or any other rights of third parties.

l. Customer Contact Center

If there are any questions about the information contained in this Website or at the Stores, whether related to the products and/or services offered, or about the transactions made in the Website or at the Stores, or any other issue not covered in the Terms and Conditions herein. The Consumer can contact the Customer Contact Center of IKEA México, through the following means:

Telephone number: 55 8310 8310.
Email: servicioclientesikea@ikano.mx
IKEA México’s premises address: Calle Ote. 158 389, Moctezuma 2da Secc., Venustiano Carranza, 15530 Ciudad de México, CDMX.
IKEA México’s website, Contact section.

In the case of procedures, notifications of any authority in matters of consumer protection, the applicable address will be located at Paseo de las Palmas 275, Piso 4 Despacho 403 y 404 (Torre Optima II) Col. Lomas de Chapultepec 1.ª sección, Alcaldía Miguel Hidalgo, C.P.: 11000.

As a consequence of the health emergency caused by COVID 19, IKEA México will prioritize the attention to consumers through the digital mechanisms previously established, so they are invited to use the e-mail and telephone number indicated above.

m. Requests, complaints and claims

IKEA México, makes available to the Consumers the communication channels established in paragraph "l" of these Terms and Conditions and through them, the Consumer may submit all the requests that it considers necessary, indicating but not limited to the following:

Returns.
Changes.
Guarantees.
Complaints.
Suggestions.
Refunds.
Purchase follow-up.

For the purposes of the above, the Consumer must use the contact channels established in paragraph "l" of these Terms and Conditions, where he will provide the identification data of his/her purchase, the reason for his request, as well as his contact data that will allow the Customer Contact Center to track and follow up on the request initiated.

Once the request has been received by the Customer Contact Center within a maximum period of 7 business days, the Consumer will receive an email indicating the tracking number of his/her request, with a brief description of the request.

After receiving the request from the Consumer, IKEA México, through its Customer Contact Center, will respond within a period of no more than 10 business days, where it will clearly indicate to the Consumer the result of the analysis made to the request.

If the request made by the Consumer is appropriate, in the case of returns, guarantees or refunds, the Consumer will receive instructions to make them effective, taking into account the following:

Returns and refunds will be reflected according to the terms established by the Bank or the form of payment chosen by the Consumer or by IKEA México as appropriate. For more information, please review our Return Policy.
Guarantees will be made in terms of each product's guarantee policy and in accordance with IKEA México’s Return Policy.
Complaints and suggestions will be taken into consideration by IKEA México with the intention of improving the Consumer's shopping experience.

n. Communications with the Consumer

All notices, information or communications that IKEA México intends to share with the Consumer will be made directly to the email and/or telephone number provided by the Consumer when making the transaction.

o. Jurisdiction and applicable laws

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

Central Offices of the Federal Consumer Protection Attorney's Office, with address at Circuito Interior Maestro José Vasconcelos number 208, Colonia Condesa, Alcaldía Cuauhtémoc, Z.C. 06140 Mexico City, in Mexico City, telephone numbers (55) 5568 8722 and 800 468 8722.

p. Agreement with the terms and conditions

The use, access, and/or conclusion of transactions through this website constitutes a tacit acceptance of these terms and conditions, which shall be understood as read and duly accepted.

Last updated: 11/02/2022