Return and refund policy

Returns and refunds at a glance

Right of withdrawal	14 days from receipt of the goods – no reason needed. For partial deliveries, from receipt of the last goods; for subscriptions, from receipt of the first delivery.
How to withdraw	Via the “Withdraw contract” button in the footer, by email to info@cprofood.com or by post
Return costs	Free of charge – we send you a return label on request
Refund	Within 14 days, to your original payment method. Paid with a gift card? The amount goes back to the gift card.
Not returnable	Opened pet food and snacks, perishable goods

Cancel an order

You can cancel your order free of charge as long as it has not yet been shipped. Simply email our customer service at info@cprofood.com. Once your order is on its way, your right of withdrawal applies.

Wrong or faulty delivery

You can refuse the parcel on delivery or email us at info@cprofood.com. We send you a free return label and, on request, a replacement. Your statutory two-year guarantee of conformity remains unaffected.

Information on the right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract without giving any reason within fourteen (14) days. The withdrawal period expires fourteen days from the day on which you yourself, or a third party other than the carrier and designated by you, take physical possession of the goods. In the case of several goods from a single order delivered separately, the withdrawal period expires fourteen days from the day on which you yourself, or a third party other than the carrier and designated by you, take physical possession of the last goods. In the case of a contract for the regular delivery of goods (subscription), the withdrawal period expires fourteen days from the day on which you yourself, or a third party other than the carrier and designated by you, take physical possession of the first goods.

To exercise the right of withdrawal, you must notify us:

CERAL S.A. (CPRO FOOD)
Rue des Héros 38
4431 Loncin, Belgium
Email: info@cprofood.com

of your decision to withdraw from this contract by means of an unequivocal statement (for example, a letter sent by post or email). You may use the model withdrawal form below, but this is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning exercise of the right of withdrawal before the withdrawal period has expired.

Electronic withdrawal function

In addition, you have the option to exercise your right of withdrawal online via the withdrawal function provided on our website, accessible via the “Withdraw contract” button in the footer. If you use this online function, we will send you without delay an acknowledgement of receipt of the withdrawal on a durable medium (for example by email) with the details of the declaration, as well as the date and time of its receipt. Use of this electronic function is not obligatory; exercise of the right of withdrawal remains possible via the other communication channels mentioned above.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including delivery costs (with the exception of the supplementary costs arising if you chose, where applicable, a type of delivery other than the least expensive standard delivery we offer) without undue delay and in any event not later than fourteen (14) days from the day on which we are informed of your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen (14) days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. We bear the costs of returning the goods; the return is free of charge for you. You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.

Return address:
CERAL S.A. (CPRO FOOD)
Rue des Héros 38
4431 Loncin, Belgium

Exclusion of the right of withdrawal

Unless expressly agreed otherwise, the right of withdrawal does not apply, in particular, to:

• goods liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed by the consumer after delivery. This applies in particular to pet food and snacks whose packaging seal was opened after receipt;
• goods which, after delivery, are, according to their nature, inseparably mixed with other items;
• goods made to the consumer’s specifications or clearly personalised.

Model withdrawal form

(Please complete and return this form only if you wish to withdraw from the contract.)

To: CERAL S.A. (CPRO FOOD), Rue des Héros 38, 4431 Loncin, Belgium, info@cprofood.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

Ordered on (*) / received on (*): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Order number (if available): ____________________
Date: ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________

(*) Delete as appropriate.