GENERAL TERMS AND CONDITIONS OF SALE

Last updated: 26 October 2026

Article 1 – Scope

These Terms and Conditions govern all sales made by the Seller to non-professional private customers (hereinafter “the Customer”) wishing to purchase the items offered on the website www.pranacook.com (hereinafter “the Website”). The Products concerned are cookware.

These Terms and Conditions apply to all sales concluded by the Seller with non-professional Customers, whether they are concluded at a distance on the Website or in the presence of the Parties, in particular at a stand at a fair or exhibition.

The provisions of Article 8 on the right of withdrawal apply only to distance sales. In accordance with Article L.224-59 of the French Consumer Code (Code de la consommation), a sale concluded at a fair or exhibition does not give rise to a right of withdrawal. The guarantees provided for in Article 7, both the commercial guarantee and the legal guarantees, apply in the same way wherever the sale takes place.

These Terms and Conditions can be consulted at any time on www.pranacook.com and prevail over any other document or condition. The Customer acknowledges having read, understood and accepted these Terms and Conditions by ticking the box provided for this purpose before finalising their order. Unless proven otherwise, the computer records kept by the Seller constitute proof of the transactions carried out between the parties.

The main characteristics of the Products, in particular their technical specifications, visuals, dimensions and capacities, are set out in detail on the Website. It is the Customer’s responsibility to read them before placing any order. The Customer is solely responsible for the accuracy of the information they provide when ordering (address, email, etc.); in the event of an error, the Seller cannot be held liable if delivery proves impossible.

Product offers are valid while stocks last, as indicated at the time the order is confirmed.

Delivery areas: Metropolitan France and the countries of the Schengen Area (excluding the French overseas departments and territories), Switzerland and Liechtenstein. For any shipment outside metropolitan France, the Customer is deemed to be the importer of the Products concerned. Prices are then shown excluding tax on the invoice. Any customs duties, local taxes or import charges are payable exclusively by the Customer.

Article 2 – Orders and pre-orders

Any order or pre-order placed on the Website constitutes a distance sales contract concluded between the Customer and the Seller.

Ordering process

1. The Customer selects the desired Products and adds them to their virtual cart. They may modify or remove items from this cart at any time.
2. Once they have made their selection, they confirm the order by accepting these Terms and Conditions.
3. They enter their personal details or log in to their customer account.
4. They select the desired delivery method.
5. They pay for the contents of the cart at the final step of the process.

The sale is deemed complete only once the total amount due has been received in full. It is the Customer’s responsibility to check carefully that the information in their order is accurate and to report any discrepancy without delay.

As soon as the order is confirmed, a confirmation email summarising the order (products, quantities, prices, availability, delivery method) is sent to the Customer. The Customer expressly agrees to receive this summary electronically. The invoice can be downloaded via this message. The Customer can track the progress of their order from their customer account and will receive notifications by email.

The Seller reserves the right to refuse or cancel any order from a Customer with whom there is a dispute concerning payment for a previous order.

Availability: Products are available as long as they appear on the Website, subject to available stock. If a Product turns out to be unavailable after the order has been confirmed, the Customer will be informed as soon as possible and may cancel their order and obtain a full refund.

Pre-orders: When a Product is available for pre-order, the estimated delivery time is stated on the product page and in the confirmation email. This time depends on the manufacturing time and the production volume. Sums paid for a pre-order do not constitute a deposit (“arrhes”) within the meaning of Article 1590 of the French Civil Code (Code civil). When a Product is immediately available, the order is processed within a maximum of seven (7) working days from the day after it is confirmed.

Article 3 – Prices

Products are invoiced at the prices in force displayed on the Website when the order is placed. Prices are shown in euros, both excluding and including VAT. Prices include any commercial discounts applied and shown on the Website.

Prices are fixed and cannot be changed during the stated period of validity. Outside this period, the Seller reserves the right to adjust its prices at any time, without retroactive effect on orders already confirmed.

Handling, shipping, transport and delivery costs are not included in the prices displayed; they are added to the final amount in accordance with the terms set out on the Website and calculated before the order is finally confirmed. The total amount invoiced includes the full price of the Products plus these additional costs. An invoice is generated by the Seller and made available to the Customer as soon as the order is confirmed.

Article 4 – Payment terms

Payment is made via a secure payment system, using the following methods: bank card, Google Pay, Apple Pay, Stripe or Klarna. The total amount is payable immediately, in a single payment (or in accordance with the instalment options offered by Klarna, subject to acceptance by Klarna), when the order is confirmed.

Payment information is transmitted securely using an SSL encryption protocol, as implemented by the authorised payment service provider handling the financial transactions carried out on the Website. The Seller does not store any data relating to Customers’ bank cards.

Payment is deemed to have been made only once the sums due have been received in full. In the absence of full payment, the Seller is not obliged to deliver the Products.

Payment providers’ terms and conditions:

• Google Pay: Google Pay terms
• Apple Pay: Apple Pay terms
• Stripe: Stripe terms
• Klarna: Klarna terms

The terms and conditions of these providers apply in addition to these Terms and Conditions for the transactions concerning them.

Article 5 – Transfer of ownership

Ownership of the Products passes to the Customer once the price has been paid in full, regardless of the delivery date.

Article 6 – Shipping and delivery

Lead times: Delivery times are given for information only and are expressed in working days. Products in stock are shipped within four (4) to ten (10) working days of the order being confirmed. For a pre-order, this time may be longer; it is stated on the product page and in the confirmation email.

Delivery charges: Delivery charges are calculated according to the total weight of the order and the destination. They are shown in the order summary before any confirmation and before payment.

Delivery to a pick-up point is free when the Products ordered total €150 or more (excluding delivery charges), as shown in the order summary. This offer applies to deliveries to pick-up points in metropolitan France, Belgium and Luxembourg. It does not apply to home deliveries or to other destinations, for which delivery charges remain payable regardless of the order amount.

Delivery to a pick-up point is offered within the weight and size limits accepted by the carrier. Above these limits, only home delivery is available.

Carriers: depending on the destination and the delivery method chosen, the Products are shipped by Chronopost (pick-up point and home delivery), DPD or Colissimo. The Seller may use an equivalent carrier without this changing the price paid by the Customer.

Delivery: Delivery means the moment when the Customer takes physical possession of the Product. Except in the event of a temporary stock shortage or a multiple order that is partly unavailable, all the Products ordered are delivered in a single shipment. The Seller uses all reasonable means to meet the stated delivery times.

If, for a reason other than force majeure or a circumstance attributable to the Customer, delivery does not take place within ten (10) days of the indicative date, the Customer may request in writing that the sale be terminated under the conditions laid down in Articles L216-2, L216-3 and L241-4 of the French Consumer Code (Code de la consommation). The sums paid will be refunded in full within fourteen (14) days of the termination of the contract, and no other compensation may be claimed.

Liability on delivery: The risk of loss or damage passes when the Customer takes physical possession of the Product. The Products are transported at the Seller’s risk, unless the Customer has expressly chosen a carrier other than the one offered; in that case, the risk passes as soon as the parcel is handed over to the carrier designated by the Customer.

Inspection on receipt: The Customer must check the condition of the parcel and the Products on receipt. The Customer has fourteen (14) days from the delivery date to make any complaint by email to contact@pranacook.com, enclosing the necessary supporting evidence (in particular photographs). After this period, the Products are deemed to conform and to be free from apparent defects.

Unclaimed parcels: Parcels not collected from the delivery point within the period set by the carrier (Colissimo, Mondial Relay, etc.) will be automatically returned to Pranacook’s warehouses. The cost of a second shipment shall be borne exclusively by the Customer.

Address errors: If the Customer provides an incorrect, incomplete or inaccessible delivery address, the costs of a new delivery shall be borne exclusively by the Customer.

Special requests: Any request relating to packaging or transport conditions, if accepted in writing by the Seller, will be invoiced separately, on the basis of a quotation approved in advance.

In the event of a lack of conformity or a defect being found, the Products concerned will be replaced or refunded as soon as possible and at no cost to the Customer, in accordance with Articles L217-4 et seq. of the French Consumer Code (Code de la consommation).

Article 7 – Seller’s liability – Guarantees

7.1 Commercial guarantee – Limited lifetime guarantee

Pranacook offers a commercial guarantee known as the “lifetime guarantee”, covering exclusively manufacturing defects in its products, for the entire normal life of the product used under standard conditions.

The following are excluded from this guarantee:

• normal wear and tear of the product,
• damage resulting from misuse, lack of maintenance or use not in accordance with the manufacturer’s recommendations,
• impacts, accidents, unauthorised modifications or repairs,
• any deterioration related to professional or intensive use (restaurants, institutional catering, rental, etc.).

Under this guarantee, Pranacook undertakes, at its discretion, to repair or replace the product recognised as defective. This commercial guarantee applies without prejudice to the legal guarantees below. Your statutory rights are not affected by this guarantee; using it is free of charge and does not limit those rights.

The guarantor is PRANACOOK SAS, 8 impasse des Landes, 12320 Conques-en-Rouergue, France. The procedure for claiming under the guarantee is set out in Article 7.3.

7.2 Legal guarantees

Legal guarantee of conformity

Legal guarantee against hidden defects

7.3 Making a claim under the guarantees

To assert their rights, the Customer must notify the Seller in writing (by email or post) of any lack of conformity or defect as soon as they become aware of it. The Seller will, as appropriate, repair, replace or refund the Products recognised as defective or non-conforming. Return costs incurred by the Customer will be reimbursed on presentation of supporting documents, and the initial shipping costs will be refunded on the basis of the standard rate charged when the order was placed. Refunds, replacements or repairs will be carried out within thirty (30) days at the latest after the defect has been acknowledged.

7.4 Limitation of liability

The Seller cannot be held liable in the following cases:

• failure to comply with the regulations in force in the country of delivery, which the Customer alone is responsible for checking,
• misuse, professional use, negligence or lack of maintenance on the part of the Customer,
• normal wear and tear of the product,
• an accident or event constituting force majeure (see Article 9).

The photographs, visuals and graphics shown on the Website are not contractually binding and cannot give rise to any liability on the part of the Seller.

Article 8 – Right of withdrawal

This article applies to distance sales, in particular sales concluded on the Website.

The consumer does not have a right of withdrawal for a purchase made at a fair or exhibition.

This exclusion results from Article L.224-59 of the French Consumer Code (Code de la consommation). It does not deprive the Customer of any guarantee: the commercial guarantee and the legal guarantees provided for in Article 7 apply to a purchase made at a fair or exhibition in the same way as to any other purchase.

In accordance with Article L221-18 of the French Consumer Code (Code de la consommation), the Customer has fourteen (14) days to exercise their right of withdrawal, without having to give reasons for their decision or pay any penalty. This period runs from the day after the Customer (or a third party designated by them, other than the carrier) physically receives the Product. For an order covering several Products delivered separately, the period runs from receipt of the last item.

Exercising the right of withdrawal: The Customer may exercise this right by any unequivocal means:

• by email to contact@pranacook.com,
• by post to: Pranacook, 8 impasse des Landes, 12320 Conques-en-Rouergue, France,
• using the model withdrawal form provided for in Article L221-5 of the French Consumer Code (Code de la consommation) (available on request),
• online, via the withdrawal function that is permanently accessible from the website footer (“Withdraw from contract” link) and at https://www.pranacook.com/en/withdrawal/
  When the Customer uses the online withdrawal function, Pranacook sends them without delay, on a durable medium, an acknowledgement of receipt of their withdrawal stating the content of their declaration and the date and time it was sent.

Returning the Products: The Customer has fourteen (14) days from notifying their withdrawal to return the Products. They must be returned in their original condition, complete (including packaging, accessories and documentation), in a condition allowing them to be resold as new, together with the purchase invoice. Products returned incomplete, damaged or clearly used cannot be refunded or exchanged. Return costs are borne by Pranacook.

Refund: The Seller refunds the full price of the Products (excluding the initial delivery charges, unless the Customer had chosen the least expensive standard delivery method offered) within a maximum of fourteen (14) days of receiving the returned Products, or from the proof of dispatch if this is earlier. The refund is made using the same means of payment as that used for the order, unless the Customer expressly agrees to another method.

Exceptions to the right of withdrawal: In accordance with Article L221-28 of the French Consumer Code (Code de la consommation), the right of withdrawal cannot be exercised for:

• goods made to the Customer’s specifications or clearly personalised,
• goods which have been unsealed by the Customer after delivery and which cannot be returned for reasons of hygiene or health protection,
• goods whose price depends on fluctuations in the financial market beyond the Seller’s control,
• perishable goods.

Article 9 – Force majeure

Neither party may be held liable for any failure or delay in performing its contractual obligations if this results from an event of force majeure within the meaning of Article 1218 of the French Civil Code (Code civil), i.e. an external, unforeseeable and irresistible event beyond the control of the parties.

The following are in particular considered cases of force majeure: natural disasters, pandemics, general transport strikes, fires, blockages of transport routes, government decisions restricting trade, or any other circumstance recognised by French case law.

The party affected by such an event shall inform the other party as soon as possible. If the force majeure event lasts for more than thirty (30) days, either party may terminate the contract automatically, without compensation on either side, except for Products already delivered and sums already paid, which will be refunded.

Article 10 – Applicable law and language

These Terms and Conditions are governed by French law. Where you are a consumer, this choice of law does not deprive you of the protection afforded by the mandatory provisions of the law of the country in which you have your habitual residence. In the event of translation into another language, the French version shall prevail.

Article 11 – Intellectual property

The content of the website www.pranacook.com, including images, texts, videos, graphic elements, logos and software, is protected by the intellectual property legislation in force and is the exclusive property of Pranacook. Any unauthorised reproduction, copying, extraction or distribution is prohibited and may give rise to legal proceedings under the French Intellectual Property Code (Code de la propriété intellectuelle), in particular Article L122-5. Any use not expressly authorised constitutes an infringement (contrefaçon) that may give rise to civil and criminal liability on the part of the person responsible.

Article 12 – Disputes and mediation

In the event of a dispute, the Customer is invited to contact customer service first at contact@pranacook.com in order to seek an amicable solution.

If no agreement is reached within a reasonable time, a Customer who is a consumer may use consumer mediation free of charge, in accordance with Articles L611-1 et seq. of the French Consumer Code (Code de la consommation). The Customer must first have sent a written complaint to customer service. Pranacook’s mediator is the Centre de la Médiation de la Consommation de Conciliateurs de Justice (CM2C), 49 rue de Ponthieu, 75008 Paris, France. The Customer may refer the matter to the mediator online at www.cm2c.net or by post to that address.

Failing an amicable settlement, the competent French courts shall have sole jurisdiction to settle the dispute. Consumers may also bring proceedings before the courts that have jurisdiction under applicable law.

Telephone canvassing: In accordance with French Law No. 2014-344 on consumer affairs, the Customer may register on Bloctel, the French opt-out list for telephone canvassing: www.bloctel.gouv.fr

Article 13 – Processing of personal data

The Customer is informed that the collection of their personal data is necessary for the conclusion and performance of the sale, and for the transfer of these data to the third-party partners involved in delivery. Pranacook is the controller within the meaning of the GDPR (Regulation (EU) 2016/679) and of the French Data Protection Act (“Informatique et Libertés”).

13.1 Data collected

• For an order: surname, first name, postal address, email address, telephone number.
• For the newsletter: email address.
• Payment: financial information is processed exclusively by the secure payment provider; Pranacook does not store any bank details.
• When browsing the Website, and only if the Customer agrees: pages and products viewed, items added to the cart and purchases, linked to cookie identifiers.

13.2 Purposes and legal bases

• Order fulfilment, invoicing and delivery: legal basis = performance of the contract (Art. 6(1)(b) GDPR).
• Sending the newsletter (recipes, tips, offers and new products): legal basis = consent (Art. 6(1)(a) GDPR), obtained via a dedicated tick box. Consent may be withdrawn at any time via the unsubscribe link in every email or by contacting contact@pranacook.com.
• Measuring Website traffic: legal basis = consent (Art. 6(1)(a) GDPR), obtained via the cookie banner.
• Measuring the effectiveness of our advertising and displaying Pranacook adverts on Facebook, Instagram and Google: legal basis = consent (Art. 6(1)(a) GDPR), obtained via the cookie banner. See Article 13.7.
• Compliance with legal and accounting obligations: legal basis = legal obligation (Art. 6(1)(c) GDPR).
• Improving customer service using AI tools: legal basis = legitimate interest (Art. 6(1)(f) GDPR) – see Article 13.8.

13.3 Recipients of the data

The data are used by Pranacook and its contractual partners solely for the purposes described above:

• delivery service providers (carriers),
• payment service providers,
• email service provider (newsletter and transactional emails),
• Meta (Facebook, Instagram) and Google, for advertising, only if the Customer has agreed (see Article 13.7).

Personal data are never sold or rented out. They are only transferred to Meta and Google under the conditions set out in Article 13.7.

13.4 Retention period

Personal data are kept for five (5) years from the end of the business relationship. Newsletter data are kept until consent is withdrawn. The lifetime of each cookie is stated in the cookie policy. The Customer’s choice (acceptance or refusal) is stored for six (6) months.

13.5 Data security

Pranacook implements technical and organisational measures to ensure the confidentiality and security of the data, in order to prevent any alteration, loss or unauthorised access. The Customer acknowledges that absolute security on the Internet cannot be guaranteed.

13.6 The Customer’s rights

In accordance with the GDPR, the Customer has the following rights:

• Access: obtain confirmation as to whether data concerning them are being processed and obtain a copy of those data.
• Rectification: request the correction of inaccurate or incomplete data.
• Erasure: request the deletion of their data, within the limits provided for by law.
• Restriction: request the temporary suspension of the processing of their data.
• Portability: receive their data in a structured format or request their transfer to another controller.
• Objection: object to any processing that does not correspond to the purpose originally intended.
• Withdrawal of consent: withdraw at any time the consent given for the newsletter or for cookies (“Manage consent” button or Cookie Policy page), without affecting the lawfulness of processing carried out before the withdrawal.

These rights may be exercised by email to contact@pranacook.com or by post to Pranacook, 8 impasse des Landes, 12320 Conques-en-Rouergue, France. Pranacook undertakes to reply within a maximum of one (1) month. In the event of a reasoned refusal, the Customer may lodge a complaint with the CNIL, the French data protection authority (3 place de Fontenoy, 75007 Paris, www.cnil.fr), or take legal action.

13.7 Cookies and advertising

The Website uses cookies to function, to measure its traffic and, if the Customer agrees, for advertising. The Customer makes their choice on their first visit and may change it at any time via the “Manage consent” button. Refusing these cookies does not prevent the Customer from placing an order.

If the Customer accepts marketing cookies, Pranacook uses the Meta pixel and the Google Ads tag. These record the pages and products viewed, items added to the cart and purchases. Pranacook uses them to find out which adverts lead to sales and to show its adverts to people who have already visited the Website.

When a purchase is made, and only if the Customer has accepted these cookies, their email address and telephone number are sent to Meta in an irreversibly encoded form (hashing). Meta uses them to match the purchase to a Facebook or Instagram account and then deletes these contact details. For this collection and transfer, Pranacook and Meta Platforms Ireland are joint controllers (Art. 26 GDPR).

Meta and Google may transfer these data to the United States. These transfers are governed by the EU-US Data Privacy Framework, in which Meta Platforms Inc. and Google LLC participate. How Meta and Google use these data is described in their own privacy policies: Meta and Google.

13.8 Use of artificial intelligence tools in customer service

When handling requests sent to customer service, Pranacook may use artificial intelligence tools provided by Anthropic (United States) to improve the quality and speed of its replies. Before any processing, personal data (name, address, email address, telephone number) are pseudonymised: they are replaced by generic identifiers that do not allow direct identification. Only the first name and the order number are kept in order to personalise the reply.

The data transmitted are not used to train artificial intelligence models and are not stored permanently by the provider (temporary retention for a maximum of 30 days may take place for security and abuse-detection purposes). The transfer of data to the United States is governed by the EU-US Data Privacy Framework, in which Anthropic participates. Every reply generated is reviewed and approved by a member of the Pranacook team before it is sent. The Customer may object to this processing at any time by contacting contact@pranacook.com.

Article 14 – Partial invalidity

If any clause of these Terms and Conditions is declared null and void or ineffective under a legal provision in force or a final court decision, it shall be deemed unwritten, without affecting the validity of the other clauses, which shall remain fully applicable.

Article 15 – Amendments to the Terms and Conditions

The Seller reserves the right to amend these Terms and Conditions at any time. The Terms and Conditions applicable to an order are those in force on the day the order is confirmed. Any substantial amendment will be brought to the Customer’s attention, in particular by email or by a notice on the Website, before it comes into force.

Frequently asked questions

How long does delivery of a Pranacook order take?
Products in stock are shipped within 4 to 10 working days. For pre-orders, the estimated lead time is stated on the product page and confirmed by email.

Can I return a Pranacook product?
Yes, you have 14 days after receipt to exercise your right of withdrawal, without having to give a reason for your decision. The product must be returned in its original condition.

What guarantee do Pranacook products come with?
Pranacook offers a lifetime commercial guarantee covering manufacturing defects, in addition to the legal guarantees of conformity (2 years) and against hidden defects provided for by French law.

How can I contact Pranacook customer service?
By email at contact@pranacook.com. If a dispute remains unresolved, you can refer it to a consumer mediator free of charge.

Does Pranacook deliver outside France?
Yes, Pranacook delivers to metropolitan France, the Schengen Area, Switzerland and Liechtenstein. Any customs duties are payable by the customer.

These Terms and Conditions were updated in October 2026.