This is a translation provided for convenience; the French version of these terms prevails.
Terms and conditions of sale
These terms and conditions of sale apply to every order placed on luorland.com, by consumers and businesses alike. Placing an order means accepting the terms in force on that date. They can be saved and printed from this page.
1. Seller
Luor Land is operated by PICCOLO ROSSO, a SARL registered with the Paris Trade and Companies Register under no. 500 521 521, registered office 7 rue Eva Kotchever, 75018 Paris, France, EU VAT no. FR16500521521.
Customer service: service-client@luorland.com, +33 1 80 50 11 59.
2. Customers
- Consumers: any adult acting for non-professional purposes. The protective provisions of the French Consumer Code apply to them only.
- Businesses: companies (restaurants, delicatessens, caterers…) whose account has been verified (SIRET or VAT number). They see business prices excluding VAT and, once approved, may pay at the end of the month.
3. Products
- Description: the essential characteristics are shown on each product page. Photos are serving suggestions; artisan products may vary slightly from one batch to another.
- Allergens and ingredients: the label of the product delivered is authoritative. For any allergen question before buying, contact customer service.
- Use-by and best-before dates: we deliver products whose use-by or best-before date leaves a reasonable time to use them.
- Availability: products are offered while our producers' stocks last. If an ordered product is no longer available, we let you know and refund that part of the order.
4. Alcoholic beverages
Selling alcoholic beverages to minors is prohibited (article L. 3342-1 of the French Public Health Code). By ordering such a product, the customer declares being at least 18 years old; proof of age may be requested on delivery. Alcohol abuse is dangerous for your health; drink responsibly.
5. Prices
- Prices are in euros. They are shown including VAT for consumers and excluding VAT for businesses logged in to their verified account.
- Delivery charges are added to the price of the products; they are shown before the order is confirmed.
- The price charged is the one displayed when the order is confirmed.
6. Ordering
- The customer chooses products, then enters contact details, address, delivery method and, for chilled delivery, the preferred day and time slot.
- The customer checks the summary (products, prices, charges, total), accepts these terms and confirms the order with an obligation to pay.
- A confirmation e-mail summarises the order. The contract is formed when this e-mail is sent.
We may refuse an abnormal order or one placed in bad faith, or where a previous payment dispute exists.
7. Payment
7.1 Bank card
Card payments (Visa, Mastercard, CB…) are processed by our provider Stripe; the amount is charged when the order is confirmed. Card details are entered on Stripe's systems and are never stored by Luor Land.
7.2 Bank transfer
Bank details are shown at the end of the order and in the confirmation e-mail. The order is prepared once the transfer is received; without payment within 7 days it is cancelled.
7.3 End-of-month payment (businesses)
End-of-month payment is reserved for business customers granted a credit limit by Luor Land. Each order placed on end-of-month terms counts against that limit until it is actually paid by SEPA direct debit.
A security deposit may be required under the conditions set when the business account is opened. It equals half of the monthly purchase limit granted, bears no interest and remains held while the account is active. It does not replace the SEPA mandate.
7.4 SEPA mandate (businesses)
End-of-month orders are settled exclusively by SEPA direct debit from the bank account whose IBAN the customer provided. No card authorisation is requested or kept for this payment method.
By confirming an end-of-month order, the customer signs a SEPA direct debit mandate (through our provider Stripe) authorising PICCOLO ROSSO - LUOR LAND to collect payment for those orders.
Creditor: PICCOLO ROSSO - LUOR LAND
7.5 Direct debit terms
- Each order is collected by a separate SEPA direct debit equal to that order's total including VAT.
- Debits are initiated by Luor Land after the billing period or on the agreed due date.
- Before each debit, the customer receives an e-mail notice stating the amount, the order and the debit date, at least 2 day(s) in advance.
7.6 Debtor's rights
The customer may obtain a refund from their bank for an unauthorised or incorrect debit, under the terms of their agreement with the bank, within eight weeks of the debit. The mandate can be revoked with the bank at any time; revocation does not affect debits already duly authorised.
7.7 Late or failed payment (businesses)
If a direct debit fails, Luor Land informs the customer by e-mail and may suspend end-of-month payment until the situation is settled. No card is charged instead.
Any amount unpaid on the due date automatically bears late-payment interest at three times the French legal interest rate, plus a fixed recovery fee of €40 (article L. 441-10 of the French Commercial Code). No discount is given for early payment.
8. Delivery
- Areas and charges: the destinations served and their charges are offered during checkout. Collection in Paris, by appointment, is free.
- Lead times: our producers prepare the products once the order is received; delivery usually takes 5 to 10 days, on the chosen day and time slot. This is an estimate; if delivery is late, a consumer may, after formal notice has had no effect, cancel the sale under articles L. 216-6 et seq. of the French Consumer Code.
- Cold chain: fresh products are handed to a carrier specialised in chilled delivery.
- Receipt: the customer checks the parcel on delivery and reports any missing, damaged or non-compliant item to customer service within 48 hours, with photos. Businesses must also notify the carrier of any reservation within three days (article L. 133-3 of the French Commercial Code).
- Absence: the customer undertakes to be present during the chosen slot or to collect the parcel promptly. If absent, fresh products are left at a temperature-controlled pick-up point for 3 days; after that, they are not refunded and we accept no liability for their condition.
9. Right of withdrawal (consumers)
Consumers have 14 days from receipt of the order to withdraw, without giving a reason, by sending a clear statement (for instance the form in the appendix) to service-client@luorland.com.
Exceptions (article L. 221-28 of the French Consumer Code): the right of withdrawal does not apply to
- goods liable to deteriorate or expire rapidly: fresh products, cheese, cured meats, fresh pasta, chilled products;
- goods unsealed after delivery that cannot be returned for health or hygiene reasons (opened jars, bags or bottles).
Non-perishable products that are still sealed (dried pasta, oils, preserves, liqueurs…) can therefore be returned. The customer sends them back within 14 days of withdrawing, at their own cost, in their original packaging. We refund the price of the products and the initial delivery charges (at the standard rate) within 14 days of the withdrawal, using the original payment method; the refund may be withheld until the products are received.
Businesses have no right of withdrawal.
10. Legal guarantees (consumers)
The consumer has two years from delivery to invoke the legal guarantee of conformity if a lack of conformity appears. During that period, the consumer only has to prove the existence of the lack of conformity, not when it appeared.
The legal guarantee of conformity entitles the consumer to have the goods repaired or replaced within thirty days of the request, free of charge and without major inconvenience.
If the goods are repaired under the legal guarantee, the guarantee is extended by six months. If the consumer asks for a repair but the seller imposes a replacement, the guarantee runs again for two years from the replacement.
The consumer may obtain a price reduction while keeping the goods, or end the contract and be fully refunded against return of the goods, if: (1) the seller refuses to repair or replace them; (2) the repair or replacement takes more than thirty days; (3) the repair or replacement causes the consumer major inconvenience; (4) the lack of conformity persists despite the seller's attempt to remedy it.
The consumer is also entitled to an immediate price reduction or termination where the lack of conformity is so serious that it justifies it, without first requesting repair or replacement. Termination is not available for a minor lack of conformity.
These rights derive from articles L. 217-1 to L. 217-32 of the French Consumer Code. A seller who obstructs the legal guarantee of conformity in bad faith faces a civil fine of up to €300,000, or up to 10% of average annual turnover (article L. 241-5).
The consumer also benefits from the legal guarantee against hidden defects under articles 1641 to 1649 of the French Civil Code, for two years from discovery of the defect, giving the right to a price reduction if the goods are kept or a full refund against their return.
For food, conformity is restored by replacement or refund: report the problem to customer service with a photo of the product and its label.
11. Hygiene, traceability and recalls
Our products are made, stored and handled in line with European hygiene rules (Regulation (EC) No 852/2004, HACCP). Every batch is traceable: in the event of a recall (health issue, labelling error), we notify the customers concerned, who undertake not to consume the product and to destroy or return it; it is then replaced or refunded.
12. Liability
Luor Land is not liable for non-performance caused by force majeure or by the customer (wrong address, absence during the slot, improper storage after delivery). Towards businesses, its liability is limited to the amount of the order concerned.
13. Personal data
Data collected with an order is used to process and deliver it, for invoicing and for customer service. How it is used and your rights are described in our privacy policy.
14. Complaints and mediation
Complaints should be sent to customer service, which aims to reply within 8 days. Failing agreement, a consumer may refer the matter free of charge to the consumer mediator whose details appear in the legal notice, within one year of their written complaint.
15. Governing law
These terms are governed by French law. For consumers, the competent court is determined by law. For businesses, any dispute falls under the jurisdiction of the Paris Commercial Court.
We may amend these terms; the terms that apply are those in force on the date of the order.
Appendix: withdrawal form
Complete and return this form only if you wish to withdraw, to: PICCOLO ROSSO, Luor Land, 7 rue Eva Kotchever, 75018 Paris, France, service-client@luorland.com.
I hereby give notice that I withdraw from the contract for the sale of the following goods:
Ordered on / received on: …
Order reference: …
Products: …
Customer name: …
Customer address: …
Date and signature (if sent on paper): …