Terms & Conditions

For more information about how we use and store your data please refer to our Privacy Policy.

We accept the following methods of payment:

VISA, Mastercard, Maestro/Switch, Visa Electron, American Express, Paypal, and Pay with Amazon.

Authentic Sites use SSL certificates to offer secure communications by encrypting all data to and from the site. Once you’ve logged into your account and/or started the checkout procedure, to protect your personal data you’ll notice the URL change to start with HTTPS signifying that you are now using a secure connection.

Your online payment will be handled by Braintree, a PayPal company and a validated Level 1 PCI DSS Compliant Service Provider. Braintree encrypt cardholder data using one of the most advanced encryption methods available. They use multiple encryption keys which are stored on different physical servers. The data store where cardholder data is kept cannot be connected to via the internet. Neither ProCook nor Braintree store raw magnetic stripe, card validation code (CAV2, CID, CVC2, CVV2), or PIN block data. Storage of this data is prohibited by the PCI DSS.

"Product" means a product displayed for sale on the Website;

"Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided.

"Users" means the users of the Website collectively.

"Personal Information" means the details provided by you on registration.

"We/us" means ProCook Limited, Davy Way, Waterwells, Gloucester, GL2 2BY (Company registration number: 06639057 . V.A.T No: 414 068 518).

"Website" means the website located at www.procook.co.uk or any subsequent URL which may replace it.

"Cookies" means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer.

"United Kingdom" means England, Wales, Scotland, Northern Ireland and the Channel Islands and "you" means a user of this Website.

You are provided with access to this Website in accordance with these Conditions and any orders placed by you are subject to your agreement to these Conditions.

You confirm that:

The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and you will notify us immediately of any changes to the Personal Information by contacting our customer services team using Live Chat  or by calling 0300 100 1010 or +(44) 330 100 1010 between 8am and 8pm GMT seven days a week. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

You will be required to fully compensate us for all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, we incur arising out of any breach of the Conditions by you or any improper use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information (unless such use by such other person is as a result of our act or omission).

We reserve the right to:

Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or change to any policies or the Conditions in place from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions or policies have been changed. If you do not agree to any change to the Conditions or policies then you must immediately stop using the Website.

To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these 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 advertising, content, products, goods or other materials or services available on such external websites or resources.

Purchase of products

Contract Creation and Electronic Contracting

The technical steps required to create the contract between you and us are as follows:

You place the order for your products on the Website by pressing the confirm order button at the end of the check-out process.
You will be guided through the process of placing an order by a series of simple instructions on the Website.
We will send to you an order acknowledgement email detailing the products you have ordered within 1-2 hours of the order being placed.
This is not an order acceptance from ProCook® Ltd. Order acceptance will take place when we email you to confirm that your order has been dispatched (and at this point, our contract with you will become legally binding).
Non-acceptance of an order may arise for a number of reasons. By way of example, this could be a result of one of the following:

The product you ordered being unavailable from stock.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.
You are not meeting the eligibility to order criteria set out in these Conditions.
The contract will be concluded in English. The details of your specific contract will not be filed by ProCook® Ltd.

If you do require any information regarding orders you have placed with ProCook® Ltd please write to us at the following address:

ProCook,
Unit 10 St Modwen Park,
Stonehouse, Haresfield,
Gloucestershire,
GL10 3EZ

Contract Cancellation

You will have 30* days after the day you (or someone you nominate) receives the Products (unless the Products are split into several deliveries over different days, in which case you have until 30* days after the day you (or someone you nominate) receives the last delivery) to cancel your contract with us without giving any reason.

(* this gives you more time than the 14 days you would normally be given under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013)

Please note that your right to cancel your contract does NOT apply to products which fall into the following categories:

(i) Goods made to your specification or are clearly personalised
(ii) Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery

If you wish to exercise your right to cancel you must inform us of your decision to cancel by making a clear statement (e.g. letter sent by post, fax or email). You may use the model cancellation form at the end of these Conditions, but this is not obligatory. To ensure that we are able to process cancellations as efficiently as possible, we would recommend using the link included in our Returns Policy.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you cancel your contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and no later than (i) 14 days after the day we receive back from you any Products supplied; or (ii) (if earlier) 14 days after the day on which you provide evidence that you have returned the Products. We will make the 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 the reimbursement.

You shall send back any Products without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your contract to us. The deadline is met if you send back the Products before the period of 14 days has expired. You will have to bear the cost of returning the Products in circumstances where you cancel your contract.

You are only liable for any diminished value of the Products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the products.

Should you wish to lodge a complaint about any of the products and services provided by ProCook Ltd, you can do so via telephone, or by contacting our customer care team Live Chat.

ProCook products are covered by a minimum 12 month guarantee from the point of purchase. For further information on our ProCook guarantee, click here.

In addition to the above, we are under a legal duty to supply Products that are in conformity with this contract. See details below for a summary of your key legal rights in relation to the Products. Nothing in these Conditions will affect your legal rights.

Summary of your key legal rights:

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If you wish to exercise your legal rights to reject Products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0330 100 1010 or use the Live Chat facility for a return label or to arrange collection.

We will send you an email with a link to track your parcel when it is dispatched. On the day of your delivery you will receive a further email with the expected delivery time and options to amend the delivery should the stated time not be convenient. Information on our delivery services and transit times for the United Kingdom can be found here.

We will deliver the Products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order (unless otherwise agreed with you). If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received.

Should you have been unable to take delivery of, or have refused your parcel, a refund will be authorised upon receipt of the goods at our warehouse. You will need to place the order again. We are not obliged to honour any promotional discount that was claimed on your original order if it has since expired.

If your parcel is lost or damaged whilst in transit with our courier, we will replace the item free of charge. Where relevant, we will require proof of the damage and a written statement so that we can proceed with a compensation claim.

From time to time we may advertise promotional offers including, but not limited to, discounts and free gifts. The conditions of use for any promotion will be specific to each offer. Promotional discounts only available while stocks last and may not be used in conjunction with any other code, offer, offers of the week or clearance items. We reserve the right to withdraw any promotion without notice, prior to the advertised expiry date.

Should you wish to lodge a complaint about any of the products and services provided by ProCook Ltd, you can do so via telephone, or by contacting the Customer Care team via Live Chat.

Each Product purchased is sold subject to its Product Description which sets out additional information relating to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, after-sales service and guarantees. We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. In some limited circumstances, after you have placed an order, we may identify an error in the price and/or Product Description. In these circumstances, we would not be able to accept your order.

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the Products ordered plus delivery charges as set out in the Delivery Information of this Website. Payment can be made by any of the methods specified in the Checkout Section of this Website and payment will be debited and cleared from your account as set out in the Payment section of this Website. You confirm that the credit, debit or store card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Redemption

The ProCook Gift Card can be redeemed in any of the ProCook stores and online at the ProCook website.

To use your ProCook Gift Card as a full or part payment method online, please select the Givex option in the checkout process. The full amount will be removed from the gift card. If there are insufficient funds on the gift card, please select an alternative payment method for the outstanding amount.

To use you ProCook Gift Card in store, please present it to the cashier at the time of payment. The full order amount will be deducted from the gift card. If there are insufficient funds on the gift card, please select an alternative payment method for the outstanding amount.

Validity

The ProCook Gift Card is valid for 24 months from the date of purchase and is ready to use immediately after purchase. At the end of the validity period, the gift card will cease to work and all outstanding funds will be automatically lost. Please ensure to use your full balance before the end of the 24 month validity period.

To check the date of purchase please use the date on the receipt or gift receipt supplied at the time of purchase. For any clarification do not hesitate to contact us via Live Chat or telephone 0330 100 1010.

If you lose your gift card, please contact our care team with as many details possible. This could include original till receipt, gift receipt, order number or card number. Contact us  via Live Chat or telephone 0330 100 1010 as soon as possible.

Value

Gift Cards have a minimum loading value of £1 and a maximum value of £500.

Voucher and discount codes cannot be used when purchasing a Gift Card, however they can be used when redeeming your ProCook gift card both in store and online.

You can check your gift card balance by contacting the ProCook Care team.Contact us via Live Chat or telephone 0330 100 1010. Please remember to have your gift card to hand if you are calling.

General Terms

ProCook LTD can not be responsible for any gift card that is lost, stolen, damaged or used without your permission.

Gift cards cannot be exchanged for cash. In the event of an order refund, the value of the order deducted from the gift card will be retuned to the card (and any other payment method used). This does not effect your statutory rights.