Terms of service

Operated by: CERAL S.A. · Applicable law: Belgium

1. General provisions, scope of application, identification of the service provider

1.1 These General Terms and Conditions ("T&C") apply to all contracts concluded via the CPRO FOOD online shop at cprofood.com (hereinafter the "online shop") between CERAL S.A. (hereinafter "we" or "us") and the customer (hereinafter the "buyer").

1.2 This online shop is intended exclusively for consumers. A "consumer" is any natural person who acts for purposes that fall outside the scope of their trade, business, craft or profession (Art. I.1, 2° of the Belgian Economic Law Code / "CEL").

1.3 The T&C apply to the sale and delivery of movable goods (hereinafter the "goods"), regardless of whether we manufacture the goods ourselves or purchase them from third parties.

1.4 Identification of the service provider / Contact

The CPRO FOOD online shop is operated by:

CERAL S.A.

Rue des Héros 38

4431 Loncin, Belgium

Company number (BCE/KBO): BE0427.291.334 (VAT registered)

E-mail: info@cprofood.com

Telephone: +32 4 280 10 87

You may contact us in writing at the address above as well as by e-mail at info@cprofood.com.

1.5 Amendments to these T&C

1.5.1 The version of the T&C published on the online shop at the time of the order is the applicable version; it is made available to the buyer during the ordering process and may be saved and printed.

1.5.2 We reserve the right to amend these T&C with effect for the future, in particular in the event of changes to the legal situation, case law or our range of services. For contracts already concluded, the version agreed upon at the time of conclusion of the contract shall remain applicable. We shall inform the buyer by e-mail and in good time, before they take effect, of any amendment affecting ongoing contracts of successive performance (e.g. subscriptions, Section 3.5); the buyer may object to the amendment or terminate the contract of successive performance.

2. Conclusion of the contract

2.1 The presentation of goods in the online shop does not constitute a legally binding offer, but an invitation to the buyer to submit a binding purchase offer.

2.2 The buyer selects products, adds them to the shopping cart and is guided throughout the ordering process. Before submitting the binding order, the buyer may at any time review, amend and correct their entries; the technical means necessary for correction are made available during checkout. The ordering process may be interrupted at any time by closing the browser or cancelling the operation during checkout.

2.3 Contracts with the buyer are concluded exclusively under the application and incorporation of these T&C. By submitting their binding order, the buyer confirms that they accept the application of these T&C. The T&C in their current version may be consulted at any time on the online shop.

2.4 By clicking the button “Pay now” the buyer submits a binding offer.

2.5 After the order is submitted, the buyer immediately receives an order confirmation (acknowledgement of receipt of the order). This does not yet constitute acceptance of the contract. The contract is concluded only when we expressly accept the order (e.g. by a shipping confirmation in text form) or when we dispatch the goods.

2.6 Unless otherwise indicated in the order, we are entitled to accept the order within five (5) business days of its receipt.

2.7 The buyer may save and print these T&C using their browser's save function. We shall also provide the buyer with the contractual terms on a durable medium (e.g. by e-mail) after conclusion of the contract.

2.8 These T&C and the conclusion of the contract are available in French, Dutch, German and English; the available languages are displayed during checkout. In the event of any discrepancy between language versions, the language in which the contractual information was provided to the buyer during the ordering process shall prevail.

2.9 Duty of care when entering data

The buyer must carefully verify their order, delivery and billing information (in particular the address and quantities). If the order form is manifestly incorrect or incomplete, we may reject the order. The buyer must ensure that the e-mail address provided is correct and that our e-mails can be received (where applicable, check the spam filter). The buyer's statutory rights remain unchanged.

3. Prices and payment terms

3.1 The prices displayed on the online shop at the time of the order apply. All prices stated are gross prices including the applicable value added tax (VAT), excluding delivery charges which are invoiced and indicated separately. The total price displayed during checkout for the order in question is binding.

3.2 There is no minimum order amount; an order is possible regardless of its amount.

3.3 Delivery charges depend on the delivery country. They are displayed in the shopping cart and before finalisation of the order and may be consulted at any time at cprofood.com/policies/shipping-policy. For deliveries to Belgium, the Netherlands, Luxembourg and France, we deliver free of charge from an order value of €19 (VAT included); below this amount, a delivery flat rate displayed during checkout is charged. For deliveries to Germany, Italy, Spain and Portugal, a delivery flat rate displayed during checkout applies per country.

3.4 Payment methods

The buyer may choose from the payment methods offered during checkout. Payments are processed via Shopify Payments (e.g. credit card and Bancontact) and PayPal; the payment methods actually available are displayed during checkout. The time of payment depends on the payment method chosen and is indicated to the buyer during the ordering process.

Shopify Payments: Processing is carried out via Shopify Payments (Shopify International Limited); the debit is made in accordance with the terms displayed during checkout.
PayPal: Processing is carried out by PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg. PayPal's terms of use and privacy policy apply additionally.

3.5 Subscription / Recurring deliveries

To the extent that we offer a subscription (recurring deliveries), the following supplementary terms apply:

Conclusion of the contract & content: By subscribing, the buyer orders regular and recurring deliveries of the selected products at the interval chosen by them, until cancellation. The delivery interval, products, delivery address and payment method may be managed in the customer account.
Recurring payment: The buyer expressly authorises us, as well as our payment service provider, to charge the chosen payment method periodically for each delivery. The applicable price for the next delivery is displayed before the debit.
Advance notice: Before each recurring debit, we inform the buyer 5 days before the debit (e.g. by e-mail) of the upcoming delivery and debit.
Amendment & cancellation: The buyer may amend, suspend or cancel the subscription at any time – at the latest 3 business days before the next delivery date.
Discount: A price advantage is granted for subscriptions in the form of a 10% discount on each delivery. This discount cannot be combined with other offers, promotions or current discounts. Price changes affect only future deliveries not yet authorised.
Right of withdrawal: The statutory right of withdrawal (Section 9) remains unchanged; for perishable foodstuffs/pet food, the exceptions provided for in Section 9.2 apply.

3.6 Promotional vouchers and discount codes

3.6.1 Promotional vouchers and discount codes are benefits that cannot be purchased, but are issued by us as part of advertising campaigns with a specified period of validity.

3.6.2 They may only be used during the period indicated and only before finalisation of the order; a subsequent deduction is not possible. As a rule, only one promotional voucher or discount code may be used per order; the combination of several promotional vouchers or discount codes is excluded unless expressly stated otherwise. Certain products may be excluded from a promotion; a minimum order amount may be set.

3.6.3 The value of a promotional voucher is not refundable in cash and does not bear interest. It is not refunded in the event of total or partial return of the goods.

3.6.4 If, following withdrawal or return, the order amount falls below the minimum purchase amount required for the promotional voucher, the benefit granted is cancelled; the discount amount is deducted from the refund. The buyer's statutory rights, in particular the right of withdrawal and the right to a refund, remain unchanged.

3.7 Vouchers, product vouchers and gift cards

3.7.1 Vouchers and product vouchers are vouchers for a certain amount or for a specific product that we issue, for example as a commercial gesture. They are personal, non-transferable, cannot be purchased and cannot be paid out in cash. The validity period of such vouchers is indicated at the time of issue.

3.7.2 Gift cards are purchase vouchers that can be bought. The credited amount is deducted from the order amount upon use; the remaining balance is retained and may be used on a subsequent order. If the order amount exceeds the gift card balance, the difference must be paid using one of the payment methods offered. A cash payout of the balance is excluded.

3.7.3 The validity period of gift cards is determined by us and indicated at the time of issue. Gift cards must therefore be used within the period specified upon issue. Use is made by entering the voucher code before finalising the order.

3.8 Refunds

We generally process refunds (e.g. following return or cancellation) using the same payment method as that used by the buyer for the original transaction, unless expressly agreed otherwise; no fee will be charged to the buyer for such refund. If a gift card was used for payment, the corresponding amount will be re-credited as gift card balance. The special provisions relating to refund upon withdrawal (Section 9.1) remain unchanged.

4. Delivery times

4.1 Delivery is made within the delivery times indicated in the online shop. We generally dispatch the goods within 2 to 5 business days of receipt of the order and payment. We deliver to Belgium, the Netherlands, Luxembourg, France, Germany, Italy, Spain and Portugal. We do not deliver to other countries.

4.2 If no delivery time is indicated or agreed, we deliver the goods without undue delay, and at the latest within 30 days of conclusion of the contract (Art. VI.43 CEL). If we fail to deliver on time, the consumer may grant us a reasonable additional period; if we still fail to deliver within that period, the consumer may terminate the contract and receive without delay a refund of amounts already paid. The consumer's statutory rights remain unchanged.

4.3 We are entitled to make partial deliveries to a reasonable extent. In particular, if the buyer has ordered products that can be used separately, we may dispatch them in several separate deliveries. We bear any additional delivery costs arising from partial deliveries. The buyer's rights to conforming and timely delivery remain unchanged.

4.4 We are not liable for delivery delays or inability to deliver to the extent that these are caused by force majeure (unforeseeable events beyond our control, such as natural disasters, epidemics/pandemics, administrative measures, strikes). In such cases, the delivery period is extended by a reasonable period.

The consumer's statutory rights (in particular termination and refund) remain unchanged.

5. Delivery, transfer of risk

5.1 The goods are delivered to the delivery countries listed in Section 4.1, at the buyer’s choice, either to the delivery address indicated by the buyer (home delivery) or to a DPD pickup point (DPD Pickup) selected by the buyer during checkout. Delivery to PO boxes or parcel lockers is not available. Shipments to a DPD pickup point are limited to 20 kg per parcel; heavier orders are split into several parcels. The available delivery options and their costs are displayed during checkout; further information on delivery is available at cprofood.com/policies/shipping-policy.

5.2 Unless expressly agreed otherwise, we determine the shipping arrangements (carrier, shipping method, packaging) at our sole discretion.

5.3 Transfer of risk: The risk of loss or damage to the goods passes to the consumer only when the consumer, or a third party designated by them (other than the carrier), takes physical possession of the goods (Art. VI.44 CEL). Transport damage and losses occurring during transport are borne by the seller until delivery to the consumer.

5.4 We recommend that the buyer document visible transport damage or shortages upon receipt and inform us as quickly as possible so that we can process the matter promptly. Failure to provide such notification does not result in the loss of the consumer's statutory warranty or withdrawal rights.

5.5 Delay in acceptance (Failure to accept delivery): If the buyer refuses to accept properly presented goods without legitimate reason, or if delivery is delayed for reasons attributable to the buyer (e.g. repeatedly incorrect delivery address or failure to collect the goods), we may require reimbursement of the actual and proven additional costs we have incurred (e.g. the costs of a renewed delivery attempt). The buyer may at any time prove that no damage was caused or that it is less. This does not apply if the buyer refuses acceptance in the exercise of a statutory right or if they are not responsible for the failure to accept delivery. The statutory right of withdrawal (Section 9) as well as the rules relating to transfer of risk (Section 5.3) remain unchanged.

6. Retention of title

6.1 We retain title to the delivered goods until full payment of the purchase price (including VAT and delivery charges) (retention of title under Belgian law).

6.2 In the event of attachment or any other intervention by third parties in respect of the goods subject to retention of title, the buyer must indicate our property rights and inform us immediately.

6.3 The buyer is not authorised to dispose of the goods subject to retention of title without our prior written consent. They must handle the goods subject to retention of title with care.

6.4 In the event of conduct contrary to the contract, in particular late payment, we may, in accordance with the statutory provisions, terminate the contract and demand return of the goods, after having unsuccessfully set a reasonable payment deadline for the buyer (to the extent that such a formal notice is not legally superfluous).

7. Legal guarantee of conformity

7.1 The legal guarantee of conformity under Belgian law applies to consumers. We are liable for any lack of conformity existing at the time of delivery of the goods and appearing within two (2) years of delivery (Art. 1649bis et seq. of the Belgian Civil Code / applicable provisions of the CEL).

7.2 In the event of a lack of conformity, the consumer has the right to require repair of the goods or their replacement and – subject to the statutory conditions – a price reduction or termination of the contract. The consumer has the choice between repair and replacement, unless the remedy chosen is impossible or disproportionate compared to the other remedy.

7.3 The costs necessary to remedy the lack of conformity (in particular transport, labour and material costs) are borne by us if the lack of conformity is effectively established.

7.4 Otherwise, the statutory rules on limitation and warranty apply. Any manufacturer's warranty applies additionally and independently of the legal guarantee; it does not limit the latter.

8. Returns

Information concerning the return of goods is available at cprofood.com/policies/refund-policy ("Withdrawal, returns and refunds"). In the event of withdrawal, the provisions of Section 9 apply additionally.

Returns must be sent, undamaged, preferably in their original packaging and – where applicable – with the instructions for use, to the following address:

CERAL S.A.

Rue des Héros 38

4431 Loncin, Belgium

In the event of statutory withdrawal (Section 9.1) as well as in the event of a return for which we are responsible (e.g. defective or incorrect delivery), we bear the return costs and provide a return label upon request. For other voluntary returns, the buyer bears the direct costs of returning the goods.

9. Consumer's right of withdrawal

9.1 Statutory right of withdrawal

As a consumer, the buyer has the following statutory right of withdrawal.

– 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 is fourteen days from the day on which you, 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 is fourteen days from the day on which you, 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 is fourteen days from the day on which you, 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
E-mail: 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 e-mail). You may use the model withdrawal form (Section 9.3), 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 (e.g. by e-mail) 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 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

– END OF THE INFORMATION ON THE RIGHT OF WITHDRAWAL –

9.2 Exclusion of the right of withdrawal

Unless expressly agreed otherwise, the right of withdrawal does not apply, in particular, to (Art. VI.53 CEL):

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.

9.3 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.

9.4 Order error and return outside the statutory right of withdrawal

In the event of an order error (e.g. incorrect delivery), the following provisions apply:

The buyer may refuse the parcel upon delivery and contact us immediately (e-mail: info@cprofood.com).
Alternatively, the buyer may return the goods to us using the free return label we provide upon request; after receipt and verification, we will, upon request, send a replacement.

Any other deviating return conditions apply only if expressly provided for in these T&C. The statutory right of withdrawal (Section 9.1) remains unchanged.

10. Liability

10.1 Subject to Section 10.3, and to the extent permitted by Belgian mandatory law, (a) we shall not be liable for any indirect, incidental or consequential loss or damage, including but not limited to loss of profit, loss of data, loss of opportunity or any other non-material damage; (b) our total aggregate liability arising out of or in connection with the contract (whether in contract, tort or otherwise) shall not exceed the total price actually paid by the buyer for the order giving rise to the claim (including VAT but excluding delivery charges).

10.2 We shall not be liable for any loss or damage arising from or in connection with: (a) the use of the products for purposes, species or animals for which they are not intended or which are not indicated on the packaging, labelling or product data sheet; (b) the mixing, combination or simultaneous use of the products with other products, feed, supplements or substances, unless such mixing or combination is expressly recommended by us in the product documentation; (c) any recommendation, advice or product selection made by us on the basis of inaccurate, incomplete or misleading information provided by the buyer (including but not limited to information relating to the animal’s breed, age, weight, health condition, allergies or dietary requirements); (d) allergic reactions, intolerances or adverse effects in cases where the relevant allergen or ingredient information is clearly stated on the packaging, labelling or product data sheet and the buyer has failed to take note of it; (e) damage resulting from failure to comply with the storage, handling or use-by-date conditions indicated on the packaging or product data sheet, including but not limited to improper storage temperature, exposure to humidity or use of the goods after their expiry date; (f) advice, recommendations or instructions given by third parties (including but not limited to veterinarians, breeders, pet shops or online forums) that deviate from our product documentation; (g) any interruption, unavailability or malfunction of the online shop due to scheduled or emergency maintenance, cyberattacks, or circumstances beyond our reasonable control, except to the extent that such unavailability results in non-delivery or delayed delivery of goods already ordered and paid for (in which case Section 4 applies).

10.3 Nothing in these T&C shall exclude or limit: (a) our liability under the legal guarantee of conformity (Section 7); (b) our liability under Belgian product liability legislation; (c) our liability for personal injury caused by our products (injury to life, body or health); (d) our liability for fraud, wilful misconduct or gross negligence; or (e) any other liability that may not be excluded or limited under Belgian mandatory law.

10.4 The limitations and exclusions of liability set out in this Section 10 also apply for the benefit of our employees, officers, directors, legal representatives and subcontractors.

10.5 Product information

Photos on the website are provided for illustration purposes. Photos and product representations on the website do not have exclusive contractual value. The information contained in the instructions for use, the product data sheet and on the packaging (in particular advice and contraindications) are the only information that is authoritative for the characteristics of the product. The buyer undertakes to comply with them. Section 10.2 applies.

This provision does not affect the consumer's rights arising from the legal guarantee of conformity (Section 7) and product liability legislation.

Our products comply with the regulations in force in Belgium. We do not guarantee compliance with legal provisions in any other country of destination.

11. Data protection

We process the buyer's personal data exclusively in accordance with the General Data Protection Regulation (GDPR, Regulation (EU) 2016/679) and Belgian data protection law. Details concerning the nature, scope, purposes and legal bases of processing, the service providers and recipients involved as well as the rights of data subjects are set out in our separate privacy policy, accessible at cprofood.com/policies/privacy-policy.

12. Applicable law, jurisdiction, out-of-court dispute resolution

12.1 The contract is governed exclusively by Belgian law. If the buyer has their habitual residence in another Member State of the European Union, they retain the protection afforded to them by the mandatory consumer protection provisions of that State (Art. 6(2) of the Rome I Regulation).

12.2 In the event of a dispute, the parties shall endeavour to reach an amicable settlement. Where no amicable resolution can be reached, the courts of Liège are competent, without prejudice to buyer’s right to be brought before the courts of the place of its domicile.

12.3 Out-of-court dispute resolution

In the event of a dispute, the consumer may contact the Belgian Consumer Mediation Service

(Consumentenombudsdienst, www.mediationconsommateur.be) or the Belmed platform of the FPS Economy (https://economie.fgov.be/belmed). We are not obliged to participate in mediation proceedings.

13. Intellectual property

The texts, illustrations, photos, product sheets and other content on the website are protected by copyright and, where applicable, trademark law. Any reproduction or modification without our prior written consent is prohibited.

14. Customer account

14.1 The buyer may create a customer account on the online shop free of charge; an order is also possible without a customer account (as a guest). Creation of a customer account requires the age of majority (18 years); minors are not permitted to create a customer account.

14.2 Upon registration, the buyer must provide accurate and complete information and keep it up to date in the event of changes. Access data must be treated confidentially and protected against access by third parties.

14.3 Only one customer account is permitted per person. In the event of manifest abuse, inaccurate information or unauthorised multiple registrations, we may suspend or terminate a customer account after prior notice; the right to suspend the account for good cause remains unchanged.

14.4 The buyer may terminate their customer account or request its deletion at any time, without giving reasons and without charge. We may terminate the contract relating to the customer account upon reasonable notice; purchase contracts already concluded as well as statutory retention obligations remain unchanged. Customer accounts are deleted or anonymised no later than three years after the last activity.

Details concerning the deletion of personal data are set out in our privacy policy (Section 10, Retention period).

15. Final provisions

15.1 If any provision of these T&C should be wholly or partially invalid, the validity of the other provisions and that of the sale contract shall not be affected. The applicable statutory provisions shall replace the invalid provision. No severability reduction of unfair terms to the detriment of the consumer shall be carried out.

15.2 The language or languages of the contract and of communication depend on the languages offered during checkout.

CERAL S.A.

Rue des Héros 38

4431 Loncin, Belgium

Company number (BCE/KBO): BE0427.291.334

E-mail: info@cprofood.com