Terms of Use / Privacy Statement

Terms of Use

Welcome to ZWILLING.CA.

This web site is operated by ZWILLING J.A. HENCKELS Canada LTD. ("ZWILLING") in Canada.

Please take a few minutes to review these Terms of Use.

Your use of this web site constitutes your agreement to follow these Terms of Use as well as any applicable laws.

These Terms and Conditions May Change

ZWILLING reserves the right to change, modify, add or remove sections of the Terms of Use / Privacy Statement at any time without prior notice. We encourage you to review these Terms whenever you use our web site for the most up-to-date version. This policy was last updated on March 27, 2013.

Limitation of Liability / Disclaimer

Under no circumstances shall ZWILLING or its affiliates, or any of their employees, directors, officers, agents, vendors or suppliers be liable for any direct, indirect, incidental, consequential, special, punitive or exemplary loss or damage arising out of or in connection with the use of or inability to use this web site or these Terms of Use.

This web site and all its content is provided on an "as is" and "as available? basis without any representations, warranties or conditions of any kind, including without limitation implied representations, warranties or conditions of merchantability, fitness for a particular purpose, performance, durability or accuracy, all of which are disclaimed to the fullest extent permitted by law. You acknowledge, by your use of this web site, that your use of this web site is at your sole risk & discretion, and that ZWILLING assumes no responsibility for uninterrupted or error free and continuous access. While we do have security measures in place, ZWILLING does not warrant that functions contained in on this web site will be free of viruses or bugs. The user is obliged to use make his/her own security arrangements.

If you are dissatisfied with this web site or any content on the site, or with these Terms of Use, your sole and exclusive remedy is to discontinue using this web site.

ZWILLING reserves the right to correct any typographical errors, inaccuracies, or omissions that may occur on the web site and to change or update information at any time without prior notice.

Although this web site is designed for a general audience, if you are under the age of majority in the jurisdiction in which you reside, you may use ZWILLING services only with involvement of a parent or guardian. By completing an order, you represent and warrant that you have reached the age of majority in the jurisdiction in which you reside.

User Reviews / Comments & Content

We welcome your comments & feedback about our web site.

Visitors may submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, or impersonate any person or entity.

Any comments, feedback, notes, messages, ideas, suggestions or other communications (collectively "Comments") sent to us through our web site shall be and remain the property of ZWILLING. If Comments are posted on the web site, ZWILLING has the right to remove or modify any or all Comments. By submitting any Comments, you grant to ZWILLING a non-exclusive, royalty-free, perpetual, irrevocable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, display and license such Comments, whether in whole or in part, throughout the world in any media. By submitting any Comments, you represent and warrant that you are the owner of all copyright and any other intellectual property rights in and to the Comments, you have the right to grant the licence as stated in this paragraph, and that you are the sole author of the Comments; and you hereby waive any and all moral rights you may have in the Comments.

The Right to Use Information

All information stored on the ZWILLING.CA web site is protected by copyright, intellectual property rights and other regulations and laws.

All of the content on the ZWILLING.CA web site, including all of the page headers, images, illustrations, graphics, audio clips, video clips and text, are subject to trademark, service mark, trade dress, copyright and/or other intellectual property rights or licenses held by ZWILLING, its affiliates or other persons. The entire content of this web site is copyrighted as a collective work.

Retrieved information from the web site may not be altered or partially taken out of context in any way. You may not do any of the following without prior written permission from us: copy, supplement, reproduce, modify or in any way commercially exploit or redistribute any of the contents.

The content of this web site, and the site as a whole, is intended solely for personal, non-commercial use by the users of our site. You may download, print and store selected portions of the content, provided you (1) only use these copies of the content for your own personal, non?commercial use, (2) do not copy or post the content on any network computer or broadcast the content in any media, and (3) do not modify or alter the content in any way, or delete or change any copyright or trademark notice.

 

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Product Information / Pricing

Product Information

The prices displayed on this web site are in Canadian Dollars ($CAD) and are valid and effective only in Canada; shipping and taxes are not included in the prices displayed and calculated during the checkout process.. ZWILLING reserves the right to change / modify prices at any time without prior notice. Most products on this web site are available in retail stores; however, there may be some items displayed for sale on this web site that are not available at retail stores. ZWILLING shall not be liable for damages of any kind related to any retail store experience including but not limited to product availability at store level. Retail partners are under no obligation to follow the pricing listed on the web site or displayed in the Gourmet Guide, these are Manufacturer Suggested Retail Prices (MSRP) and available only at participating retailers. Retailer's regular and feature prices may differ. All items may not be available in all stores, but may be special ordered. All items subject to availability.

Hyperlinks

ZWILLING.CA may contain hyperlinks to other third party web sites. ZWILLING does not assume any liability for the contents of these pages nor does it assume ownership. You access such linked sites at your own risk. You should always read the terms and conditions and the privacy policy of a linked site before disclosing any personal information on such site.

Colours

We have done our best to display as accurately as possible the colours of the products shown on this web site; however, because the colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate.

Registration/Password

Some pages are password protected. Access is permissible to registered users only. Registrations are provided at ZWILLING?s sole discretion, no legal rights may be enforced. You are responsible for keeping your registration information and password confidential, and must not disclose it to any person or allow any person to use them.

Limitations on Quantity

We do not offer additional discounts on large orders of a single item or on large orders of many individual items. We reserve the right to limit quantities.

Out of Stock

Items that are out of stock are not available to be ordered on our web site. Please check back again to place your order when inventory is available. In the case that the inventory shown on the web site is incorrect and an item is out of stock and unable to ship, we will cancel your order, issue a refund to the card or PayPal account on which the item was purchased and notify you of the order cancellation and refund.

Please note that your Order Acknowledgment, which is sent after you have clicked on "Complete Order?, means that your order request has been received; it does not mean that your order has been shipped.

Cookies

Our web site uses cookies.

Cookies are small data files that are stored on your computer when you visit our web site, by our technology or third party technology in connection with services we use including Google Map and Google Analytics, to allow our system to recognize your device and provide features such as storage of items in your Shopping Cart between web site visits. Cookies collect and store information based on browsing patterns and other selections made and information provided by web site users. If you choose to do so, you can disable cookies from within your browser; however doing so may impair your ability to use certain features of our web site or services.

Security

We strive to make use of our online shop safe and secure; we have put measures in place to protect against the loss, misuse or alteration of your information including SSL encryption technology. Your credit card number is digitally scrambled to ensure that it is not read by unauthorized third parties and is never stored on our server.

While we make every effort to protect the security of your personal information, we cannot guarantee or warrant the security of any information you transmit to or from our web site, and you do so at your own risk as no data transmission over the Internet can be guaranteed to be 100% secure.

Payment and Order Processing

Payment will be processed when you place your order. Orders are processed between 9:00 am and 4:00 pm EST Monday through Friday, excluding holidays. Orders leave the building within 5-7 business days of being received.

Termination

At any time and for any reason, ZWILLING may terminate, temporarily or permanently, your ability to access and use this web site without any notice or liability to you or any other person.

General

If any provision of these Terms of Use is found to be invalid by any court, the invalidity of such provision shall not affect the remaining provisions of these Terms of Use. These Terms of Use are governed by laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to the principles of conflicts of laws of any jurisdiction. You agree that any court in Ontario sitting in Toronto has the non-exclusive jurisdiction to resolve any dispute arising out of or relating to these Terms of Use or the web site. The parties have expressly requested and required that this agreement and all other related documents be drawn up in the English language. Les parties conviennent et exigent expressément que ce Contrat et tous les documents qui s'y rapportent soient rédigés en anglais.

 

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Shipping Methods

All purchases made through ZWILLING.CA may be shipped within Canada only, and will be shipped through a standard shipping method. A tracking number will be provided in a confirmation email once the order has shipped. This tracking number will allow you to track the package and identify when it is expected to arrive. Standard shipping can take approx. 5-12 days (longer for rural areas). We are unable to ship to P.O. boxes. 

All orders over $100 before tax receive free shipping. Orders under $100 before tax will incur a flat rate shipping charge of $15.00

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Returns Process

Returning Products Purchased Online

ONLY ITEMS PURCHASED AT ZWILLING.CA WILL BE ACCEPTED.

You may return most new, unopened items sold and fulfilled by ZWILLING.CA within 30 days of delivery for a full refund. Items must be in new and unused condition, with all original packaging, accessories, instructions, etc.

Returned items must be sent by the Customer's own courier at the customer's expense. We suggest using a service that allows you to track the package as we are not responsible for lost, stolen or undelivered items. Return shipping costs are the customer?s responsibility. We cannot accept C.O.D. packages. Shipping charges will not be refunded.

You will require a Return Merchandise Authorization Number (RMA#) in order to return a product(s). Please complete the RMA# form.

Please print the RMA# in a clear and legible format on a piece of paper along with the order number, contact name and phone number / email used to place the order and include it in the package you are returning so that we can identify the return and ensure you are credited back appropriately.

If a product arrives damaged, please contact us within 7 days of receipt of the product; otherwise no refund will be given.

Please note these returns guidelines:

When will I get my refund?

It can take up to 2-3 weeks. Most refunds are fully refunded in 3-5 business days after we receive and process your return.

 

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Warranty Process

Defective Products

All ZWILLING J.A. HENCKELS products are guaranteed against defects in material and / or craftsmanship. Demeyere® products feature a 30 year limited guarantee against defects in material and craftsmanship (10 years for professional use). Products with non-stick coating are not for professional use and have a two year warranty. This warranty does not cover damage from misuse or abuse or for purposes other than normal household use or failure to adhere to the manufacturer's use and care instructions.

Any article claimed as "defective" must be returned for inspection. If your product should prove to be defective within the warranty period, we will repair or if necessary replace it. To determine if your product or specific issue is covered under warranty, please complete our online inquiry form.

Once a preliminary evaluation has been completed you will need to ship the product to our Canadian Office Address:

Attn: Warranty
ZWILLING J.A. HENCKELS Canada Ltd.
435 Cochrane Drive
Markham, ON
L3R 9R5

You can also contact us via email or telephone to complete a preliminary warranty evaluation.
Email: customerservice@zwilling.ca
Telephone: 905-475-2555 x: 227

When sending in items to be repaired or replaced under warranty, be sure to include a return address, contact phone number, description of the product defect, proof of purchase, and any other information pertinent to the product's return.

This warranty process is only valid for items purchased in Canada.

 

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Privacy Statement

This privacy statement is designed to assist you in understanding how we collect, use and disclose your personal information and to assist you in making informed decisions when using our web site, products and services. The phrase "personal information" means information by which you can be identified, such as your name, mailing address, email address, telephone number, etc.

Collecting Information About You

We collect personal information from our web site visitors in two ways. We collect personal information that you directly provide such as, but not limited to, information you provide when you purchase or order a product, subscribe to a service, or to participate in contests, sweepstakes or promotions. We also collect web site use information, including but not limited to domain name information and IP addresses, which is aggregated as you and others browse our web site. If you choose to correspond with us through email, we may retain the content of your email messages together with your email address and our responses for our records, so that we can verify information if required, including that we have provided the customer service you required.

You can visit our web site without directly providing us with any of your personal information if you so choose; however this may lead to an inability to access certain services, offers and content on our web site. We may track the Internet protocol (IP) address from which visitors are accessing the web site and analyze this data for trends and statistics. In addition, we may use your personal information to contact you via phone, email or mail where we need to contact you to address questions or specific issues, even if you have opted not to receive communications from us relating to promotions and new products and services, for example.

Disclosing Information About You

We will disclose personal information where required to do so by law and may do so where permitted by law, including to enforce compliance with the terms of use of the web site and to prevent or investigate fraud and other unlawful activities. We may also disclose personal information in the context of a corporate reorganization, such as a merger, acquisition or sale, for the purposes of permitting the due diligence required to determine whether to proceed and as required to complete the reorganization or transaction.

Using Information About You

None of the information we collect is sold or made available to third parties except as set out in this privacy statement, including to our Service Providers as set out below, and when the law requires or permits it. We use personal information to administer our business, respond to requests for information, fill orders, invoice and process payments, provide customer service, register users for limited access parts of the web site, enroll participants and conduct contests.

Unless you opt out or the information is in aggregate form that does not identify individuals, we may use your information to give you notice of and make available to you new or additional products and services and expand our business through questionnaires and other forms of consumer feedback and activities. Similarly, we may occasionally use the information we collect to notify you about important changes to our web site and special offers we think you will find valuable. Again, you may notify us at any time if you do not wish to receive these offers by emailing us at the address provided below.

We may contract with companies or persons to provide certain services including credit card processing, shipping, data management, promotional services, etc. We call them our Service Providers. We permit our Service Providers to use personal information to the extent needed for them to perform their services. We establish obligations for our Service Providers in relation to personal information, including privacy practices for the protection of personal information, in our services agreements. Some of our Service Providers may operate outside of Canada and where that is the case, any personal information we provide to them will be subject to both Canadian law and the domestic law applicable to the Service Provider, including any legal order for the disclosure of personal information, to Government, Government agencies and other authorities among others, to which the Service Provider is subject.

This policy applies only to this website and visitors to this website. Additional information about our privacy practices in connection with this website, including our use of Service Providers, and any personal information relating to you that we may have in our records, may be obtained by emailing us at customerservice@zwilling.ca.

Our Privacy Policy is designed to assist you in understanding how we collect and use the personal information you provide to us and to assist you in making informed decisions when using our site, products and services. The phrase "personal information" means any information by which you can be identified, such as your name, mailing address, email address, telephone number, etc.

Collecting Information About You

When you visit our web site you may provide us with two types of information. Personal information you knowingly choose to disclose may be collected on an individual basis such as, but not limited to, information from when you purchase or order a product, subscribe to a service, or to participate in contests, sweepstakes or promotions. Web site use information is also collected on an aggregate basis as you and others browse our web site, including but not limited to domain name information and IP addresses. If you choose to correspond with us through email, we may retain the content of your email messages together with your email address and our responses. You can visit our web site without providing any personal information if you so choose, however this may lead to an inability to access certain services, offers and content on our web site. We may track the Internet protocol address from which visitors are accessing the web site and analyze this data for trends and statistics. In addition, we may need to contact you via phone, email or mail to address questions or specific issues even if you have opted to not receive communications from us.

Using Information About You

None of the information we collect is sold or made available to third parties, unless there is a rare occasion in which we believe the law requires it. The information is used for purposes of administering and expanding our business activities, providing customer service and making available other products and services to our customers and prospective customers. Occasionally, we may also use the information we collect to notify you about important changes to our web site, new services and special offers we think you will find valuable. You may notify us at any time if you do not wish to receive these offers by emailing us. We may contract with companies or persons to provide certain services including credit card processing, shipping, data management, promotional services, etc. We call them our Service Providers. We provide our Service Providers with the information needed for them to perform these services. We also ask our Service Providers to confirm that their privacy practices are consistent with ours. This policy applies only to Canada website visitors only.

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