Cuisinepro General Terms and Conditions

About These Terms and Conditions

Global Retail Brands UK Limited ("we" "us") operates a website, www.cuisinepro.co.uk (our "Site"). Our registered office is at C/O Pkf Littlejohn 2nd Floor, 1 Westferry Circus, Canary Wharf, London, United Kingdom, E14 4HD, our company number is 10642380 and our VAT number is 282 2904 01.The Site, the products available for purchase on the Site (“Products”) and related services are made available to the Customer ("you") pursuant to the following Terms of Conditions and any other policies posted on our Site from time to time (collectively, the "T&Cs"). Please read the T&Cs carefully before placing any orders on our Site. We recommend you should keep a copy of the T&Cs for future reference. We may modify the T&Cs at any time. By accessing or using this Site, you agree to these terms & conditions of use. If you do not agree to these terms you may not use this Site. We aim to keep all information appearing on the Site up to date but please note that we may change the information appearing on the Site at any time without notice to you. Please note that the information including Product descriptions appearing on the Site at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.

UK Sales Only

We sell and ship Products only within the United Kingdom. The United Kingdom means England, Wales Scotland and Northern Ireland. We will not make deliveries outside of the United Kingdom or to BFPO addresses within or outside of the United Kingdom.

Eligibility to purchase

In order to make a purchase through the Site, you will be required to provide your personal details. In particular, you must provide your real name, phone number, email address and other requested information as indicated. You warrant that this information is true and correct. Furthermore, when ordering items, you will be required to provide payment details and guarantee that the payment details you provide on ordering are both valid and correct and that you are the person referred to in the billing information provided. Please refer to our privacy policy for more information on how your personal information will be handled.

Age Restricted Products

Some of our products are restricted to persons over a certain age as laid down by law. We are not permitted to supply such products to persons who do not meet the minimum age required. If you are underage, you must not attempt to purchase these products through our website. By placing an order for any of the products detailed below, you are confirming that you (or the intended recipient) are the minimum age required by law. Under the Criminal Justice Act 1988 (as amended) knives and blades may only be sold to persons over 18. ID will be required to receive delivery of such products. Acceptable ID includes a photographic driving licence, passport or cards with the PASS logo. We operate a ‘Think 21 policy. Please do not be offended if we think you look under 21 and ask for proof of age when you accept delivery of an age restricted product.

Acceptance of Your Order

You may place an Order by filling in the Order Form on the Site and clicking the "Submit My Order" button. Once you have made your choice and your Order has been placed, you will receive an email acknowledging the details of your Order. This email is NOT an acceptance of your Order or the making of a formal contract; it is just a confirmation that we have received it.

By placing an Order, you make an offer to us to purchase the Products you have selected for personal use or consumption based on these T&Cs. Information contained on the Site constitutes an invitation to treat. No information on our Site constitutes or should be deemed as an offer by us to supply any Products; however we will make every effort to supply Products to you. We will notify you that your Order is being processed by sending you an Order Confirmation and tax invoice via email; however, we do not formally accept your offer until your Order has passed our internal validation procedures for verifying the bona fides of each Order placed, for the purpose of preventing credit card or payment fraud. We and our affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel Orders in our sole discretion. We will confirm acceptance of your Order when we send you an email confirming shipment of the Products you have ordered or that they are ready for collection. If we cannot process or accept your Order after payment is received we will contact you by email or telephone. Any Products requested on the same order that we have not yet confirmed via email will not form part of the original contract for sale and will form part of a separate contract when the remaining Products have been dispatched or are ready for collection. Please note that placing an order does not constitute a contract with us until we confirm the products as dispatched or ready for collection.

We reserve the right not to accept your Order if we are unable to obtain authorisation for payment, the Product ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or if you do not meet the eligibility criteria set out within the T&C's.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our discretion. We will not be liable to you or any third party by reason of our not accepting an Order, withdrawing any merchandise from the Site, removing or editing content on the Site; refusing to process a transaction; or suspending any transaction after processing has begun.

Payment Methods and Processing

We currently accept PayPal, Visa, MasterCard, Maestro/Switch and AMEX. We process payments after you click the "Place Order" button. Orders placed on a weekend or a public holiday will be payment processed immediately but filling of the Order will not occur until the next business day. Business days are Monday through Friday, excluding public holidays. We will email a tax invoice to you with your Order Confirmation. Your tax invoice is your proof of purchase subject to payment being received by us. Payments will be debited and cleared from your account upon placing of your Order. By making a payment you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. Any coupon codes, for example free shipping or discount offers, are valid at the time of order placement only and must be entered in correctly at the relevant point in the payment process for you to be eligible for the offer promoted by the coupon. Coupon offers will not be valid or honoured on Orders successfully placed without using the relevant or correct code.

We take all reasonable care to make our Site secure. All credit card transactions on this Site are processed using a secure online payment gateway that encrypts your card details in a secure host environment.

To help ensure that your shopping experience is safe, simple and secure we use Secure Socket Layer (SSL) technology. When ordering using SSL you will have a message come up about Certificate Authorisation which varies depending on what browser you are using. Let's Encrypt Authority X3 provides our Certificate Authorisation which means that once you receive their message, they have authorised that we are in fact us.

Our online ordering system is the industry standard for encryption technology to protect your online order information. SSL encrypts all information including your credit card and all personal information passed from you to us. Encryption provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.

We will take all reasonable care to keep the details of your order and payment secure, but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site unless that access was made possible by our negligence.

Please Note:

  • We are unable to accept credit cards issued by banks outside of the United Kingdom
  • Debit cards and credit cards have daily spending limits that may substantially delay the processing of your order, if exceeded
  • You may be required to provide further identification and information for additional security reference checks

Security checks

We do not formally accept your offer until your Order has passed our internal validation procedures for verifying the bona fides of each Order placed. We may run security checks for the purpose of preventing credit card or payment fraud. Security checks may be conducted by telephone, by email or by a combination of both. As part of a security check we will require you to provide further verification of your credit card and your identification. If you do not agree to undergo a security check you may choose to process your payment through PayPal instead or you may have your order cancelled and refunded. We maintain absolute discretion to cancel and refund your Order if you refuse to undergo any part of a security check.

Colours

We have made every effort to display as accurately as possible the colours of our Products that appear on our Site. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

VAT

Product prices shown on the Site are inclusive of VAT at the applicable rate.

Pricing and Stock availability

We always seek to list Products with the most competitive prices.

  • We reserve the right to change prices for Products displayed on the Site at any time before you submit an Order.
  • The price of Products shown excludes shipping costs. The shipping cost is shown separately on the checkout page and is calculated based on how many and what items you place in your shopping cart. Please refer to Shipping Charges below for more details.

Promotional Sales

  • We reserve the right to extend or withdraw a promotional or sale offer at any time without notice.
  • Certain online promotions and offers are subject to additional terms and conditions which will be specified with the offer on the Site (eg duration of the promotion or sale, method of calculation of savings etc). Please read these additional terms and conditions carefully.

Delivery and Shipping

Delivery:

A confirmation email showing that we have received your order will automatically be sent to you once you have proceeded through to the end of the check out. Once accepted your order will be despatched as soon as possible. Risk in the Products (e.g. damage or loss to the products) will remain with us until we deliver the goods to the address specified in your order when the risk will pass to you immediately.

Timing of Delivery:

Estimated delivery time within the United Kingdom is approximately 3 to 5 days from the date your payment is received. The estimated delivery times are in business days (Monday through Friday excluding Public holidays). Estimated times are to be used as a guide only depending on your location and the availability of stock. Whilst we endeavour to fulfil all orders, please note some items, sizes or colours may not be available at time of dispatch. Your credit card will be refunded for items not available at time of dispatch. If your Product has not arrived after the estimated delivery time, please contact Customer Service at info@cuisinepro.co.uk.

Cancellation or change:

It may be possible for you to cancel or change your order if your order has not started the packing process in our warehouse. Please contact one of our Customer Service Representatives at info@cusinepro.co.uk and if cancellation or change remains possible, they will assist you. You are entitled to cancel an order provided that you exercise your right and notify us no longer than 30 days after the day on which you receive the Products. If you wish to exercise your right to cancel after your order has already been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the Products, returned the Products to us within 14 days after that, and that you have taken reasonable care of the Products and not used them or opened the packaging. The goods remain your responsibility until they arrive safely at our warehouse.

Shipping method:

Please note we only ship orders to UK postal addresses (being England, Scotland Wales and Northern Ireland). Unless otherwise agreed by us, we will deliver your Products to the UK address indicated on your Order Confirmation. We dispatch all orders using a courier service. If no-one is available to take delivery of your Products, you may use our courier’s re-delivery service, details of which will be provided by card at the time of attempted delivery. We will use our reasonable efforts to deliver your Products to you within the estimated delivery time; however, we do not guarantee that we will deliver within this time frame. Title and risk of loss to all Products will pass to you on delivery.

If you have specified a recipient who is not you, for delivery purposes, then you accept that evidence of a signature by a person who identifies themselves as that person at that delivery address, is evidence of delivery to you and fulfilment by us of our responsibility.

Please Note: We do not ship to BFPO addresses or post office boxes.

Shipping Charges:

All purchases for delivery in England, Scotland, Wales and Northern Ireland will be charged as follows:

  • We offer free standard shipping for all orders of £50 (inclusive of VAT) or more.
  • Orders under the value of £50 (inclusive of VAT) will incur a flat rate of £3.50 for standard shipping.

Our freight and handling fees do not include insurance and we may not be held responsible for any damage, destruction or loss of goods after delivery to you at your nominated shipping address. Any applicable shipping charges for your order will be shown during the checkout. We may at our discretion offer limited time free shipping promotions from time to time based on the following eligibility criteria:

  • Order is placed during the stated promotional period;
  • Free shipping eligibility registration information must be completed in full (incorrect post codes will be advised in the registration process);
  • Free shipping offer is valid for all English, Scottish and Welsh addresses;
  • Shipping charges will apply to ineligible products/orders; and
  • Offer is not available for commercial or wholesale/bulk orders.

Order Tracking

After your order has been dispatched a confirmation email will be sent to the email address you provided, with a tracking number. You can track the shipping status of your order with our courier.

Consumer Guarantees

Nothing in these T&C’s excludes the application of your statutory rights. If a Product has a fault, we will provide a replacement, repair or a refund at your discretion. If Products arrive damaged or inoperable or develop a fault within the first 30 days a claim must be made by emailing our Customer Service Team E: info@cuisinepro.co.uk within 30 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your order number. Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you. Please note that if you do not contact us within the first 30 days or cannot provide proof of purchase your guarantee may be void. If your Products develop a fault outside of the first 30 days please contact our Customer Service Team and we may at our discretion repair or replace your goods. Products that are damaged as a result of normal wear and tear are not considered to be faulty.

Where we agree that a Product is faulty and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via our courier to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.

Replacement Products

Where we agree to replace a Product:

  • A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (if required by us). This does not apply to change of mind.
  • The delivery time for the replacement Product will be the same as stated for the original Product.
  • Your statutory rights but no additional guarantees (change of mind etc) apply to all replacement products.
  • In the event of a Product no longer being available we will offer an alternative product of similar quality.
  • In the event of an individual item within a set being faulty, we will replace the specific item and not the entire set.

Goods with Manufacturer’s warranty - Refund/Replacement policy

Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of your statutory rights or our change of mind guarantee.

Return Authorisation Number - A Must Have

A Return Authorisation (“RA”) number is required for replacement Products, returns and refunds. To obtain an RA you must have proof of purchase. Where Customer Service has provisionally determined that a Product is faulty, or you have met the requirements to enable you to return the goods due to change of mind, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund where faulty, or within 14 calendar days for change of mind. All change of mind Products must be returned new and unused, with all labels and stickers attached, and all Product returns must include any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, or the original packaging is damaged or absent, only a partial refund will be applied.

It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.

Returning a product if you change your mind

All our orders come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of the Product being delivered, return the order. The Product must be in fully resalable condition, with all labels and stickers intact, in the original undamaged packaging and with your original tax invoice (as proof of purchase) and RA number enclosed, to receive a full refund of the purchase price of the Product. You have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safely at our warehouse. This refund does not include the costs of original postage unless you advise us in writing within 14 days of receiving your order that you have changed your mind and then return the whole order to us within 14 days of that. If you are returning only part of your order then we will only refund the purchase price of those Products. In all cases, you are responsible for the cost of return shipping to our warehouse. We recommend that Products are returned to us via our courier to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.

For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team at info@cuisinepro.co.uk.

This change of mind guarantee does not apply to Products that we repair or replace under these T&Cs.

Organising the Return of Products

For options available to return your goods to us please contact Customer Service team at info@cuisinepro.co.uk.

Products must be returned whenever we agree to provide you with a refund or to replace the Product or ask you to return the Product to us for inspection. Where Customer Service has provisionally confirmed that an item is faulty and we require the goods to be returned to us, we will advise you of how this can be arranged at no cost to you.

Please retain your order confirmation as proof of purchase, as it must be provided to us in order to obtain an RA.

Credit Card Fraud

While we employ Secure Sockets Layer (SSL) technology software for our transactions with our customers, we will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorised manner.

Fraud Protection or Prevention Procedures

To help ensure we remain a safe and secure place for customers to transact we may ask you to confirm your identity by confirming information that you’ve provided to us is correct.

Our process is to contact you either by phone or email with a request to confirm certain information.. In addition, from time to time we may need to ask you for some extra information so that we can adequately identify who you are. This information will only ever be collected for the purposes of confirming your identity. Our process is entirely voluntary, however if you do choose not to confirm or provide the information we ask for then we may unfortunately not be able to continue to process your order.

If we need to confirm your identity, we’ll attempt to contact you soon after you have placed your order. If we can’t confirm your identity within 7 days we will cancel your order and process a refund within 24 hours of our last attempt to contact you.

General

You may not assign any rights and obligations under these T&C’s whether in whole or in part without the prior written consent of us. Any unauthorised assignment shall be deemed null and void. We reserve the right to change the T&C’s at any time. The T&C’s applicable to you are those on our Site at the time you order a Product. No employee or agent has the authority to vary any of the T&C’s governing any sale.

Force Majeure

To the extent permitted by law, we are not liable for any delay in performing any of its obligations under these T&C’s if such delay is caused by circumstances beyond the reasonable control of us, and we shall be entitled to a reasonable extension of time for the performance of such obligations. This condition does not affect your statutory rights.

Intellectual Property Rights

Your use of the Site and its contents including any graphics, photographs, music, video, or text on this Site, grants no rights to you in relation to any copyright, designs, trademarks, and any other intellectual property and material rights relating to it including our software and all HTML and other code contained in this Site. All such IP, including third party trademarks, designs and related intellectual property rights mentioned or displayed on this Site remains vested in us. You are permitted to use the IP only as expressly authorised by us and/or our third party licensors. Any reproduction or redistribution of the IP is prohibited. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing the IP for your own personal use. This Site is for your personal, non-commercial use only. You may not use this Site for any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.

Your use of website

You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. You agree to fully indemnify us against all claims, liability, damages, losses, costs and expenses arising out of your use of this Site or by the use of any other person accessing this Site using your account or your personal information. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the T&C's, we may deny you access to this Site on a temporary or permanent basis.

Cookies

Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. Please note this may prevent you from taking full advantage of the website.

Your Data - Use and Protection

By placing your Order, you agree that we may store, process and use data collected from your Order Form for the purposes of processing and delivering your Order. This data will be hosted in Australia. If you do not indicate on the appropriate section of your Order Form, by placing your Order you also agree that we may use such data, other than credit card details, in order to provide you with information from time to time on other Products that may be of interest to you. If you do not agree to our using such data in order to provide you with information on other Products, you should indicate your non-agreement on the appropriate section of your Order Form. You may obtain a copy of the data held by us concerning you on request in writing. If any data held by us concerning you is incorrect, we will correct it on your written request. Please refer to our Privacy Policy.

Third Party Websites

We may include links on this Site to other websites or resources operated by parties other than us. We have not reviewed all of the websites or resources linked to its Site and are not responsible and have no liability whatsoever (directly or indirectly) for the content or accuracy of any of these website pages or resources nor for the availability of such external websites or resources, the privacy practices or the content of such websites, including any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.

Compensation and Liability

including legal fees, arising from any breach of the T&C's by you, or arising from the use by any other persons accessing this Site using your internet account caused by your action or inaction. You also agree that we will not be liable for any loss or damages whatsoever which result from any use or access of, or any inability to use or access, the Site or any part of it, or from your decision to purchase Products from us, except to the extent of our negligence or breach of these T&C's.

While we will use reasonable endeavours to verify the accuracy of any information we place on the Site, we make no warranties, whether express or implied in relation to its accuracy. The Site is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Site, or any transaction that may be conducted on or through the Site including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the T&Cs for:

  • any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
  • any loss of goodwill or reputation; or
  • any special or indirect losses,

suffered or incurred by that party arising out of or in connection with the provisions of any matter under the T&Cs.

Nothing in the T&Cs shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

No Waiver

You acknowledge that if you breach the T&C's and we take no action against you, we do not waive our right to take action should you commit the same breach again or any other breach of the T&C's. Our actions in not pursuing our rights in respect of any breach will not be construed as varying the T&C's in any way.

Governing Law

You acknowledge and agree that the T&C's together with all our policies and procedures will be governed by and construed in accordance with the law of England, and the relevant courts of England will have exclusive jurisdiction.

Reading down & severability, inconsistency

If any portion of these T&C's is or becomes contrary to any English law, that portion will be read down to the extent necessary for the portion to retain valid operation or if it cannot be read down, will be severed from the T&C's and the rest of the T&C's will not be affected by the severance. If any portion of these T&C's is inconsistent with any other policies or terms constituting these T&C's, then these T&C's will prevail to the extent of the inconsistency.

Further information

For further information, please visit our website www.cusinepro.co.uk or contact our Customer Service Team at < a href="mailto:info@cuisinepro.co.uk">info@cuisinepro.co.uk.

Further information

Our network is committed to protecting your privacy. We will handle any personal information collected from you for the purposes of managing a refund, credit, exchange or repair in accordance with the Global Retail Brands network’s Privacy Policy that is available online at www.cuisinepro.co.uk.