Terms & Conditions

Terms and conditions for the use of the Williams Cycles website and for orders placed with us.

Welcome to Williams Cycles. These Terms & Conditions explain how orders, collection, delivery, cancellations and returns work when you shop at www.williams-cycles.co.uk . We are an independent, family-run cycle retailer in Cheltenham, trading as A Williams & Co (Cheltenham) Ltd.

Please read these terms alongside our Returns & Refunds Policy , Delivery Information and Click & Collect information . Nothing in these terms limits your statutory consumer rights. The terms applicable to your order are those provided when the contract is made; later website changes will not retrospectively alter an existing contract.

Questions? Call 01242 512291 or email info@williams-cycles.co.uk .

Our sales to consumers are subject to the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Introduction

1.1 These terms explain how we supply goods and services to customers, and the rules for using our website. Terms specific to a service, finance agreement, Cycle to Work scheme or in-store special order will be explained separately where applicable.

1.2 We may amend these website terms from time to time. Changes do not automatically alter contracts already entered into. If any clause conflicts with mandatory consumer law, that law takes precedence.

1.3 For help with an order or with these terms, contact info@williams-cycles.co.uk or telephone 01242 512291 .

Ordering From Us

2.1 When you submit an order through our website, we will acknowledge receipt and provide a summary of what you have requested. An automated acknowledgement is not necessarily our final acceptance of your order.

2.2 A contract is formed when we expressly accept your order, for example through our order acceptance, dispatch or ready-for-collection communication as applicable to the order. Our actual order and acceptance communications determine when the contract is made; a label in these terms cannot override the legal effect of what happens in practice.

2.3 We may be unable to accept an order because an item is unavailable, payment cannot be authorised, an obvious pricing or description error is identified, or we cannot deliver to the requested location. We will contact you promptly and refund any payment taken for an order we do not accept.

2.4 Availability and lead times may differ between stock held in our shop and stock held by suppliers. Any advertised lead time is an estimate unless we expressly agree a specific delivery or collection date.

Supplier-order bicycles and our 48-hour confirmation process

2.5 For bicycles we need to obtain from a supplier, we aim to contact you within 48 hours of your online purchase to confirm the model, size, specification, availability and expected collection arrangements before committing to supplier ordering and workshop preparation. This is an aim rather than a guaranteed service deadline; we will advise you if we cannot meet it.

2.6 After that conversation, we may commit to the supplier order, transport and a workshop slot. We ask customers to raise any doubts during the conversation so unnecessary costs can be avoided. Confirming the order by telephone does not remove any statutory cancellation right applying to an online purchase and does not create an automatic cancellation or routine PDI fee.

In-store special orders

2.7 Where a customer genuinely enters into a separate special-order purchase contract in our physical shop, we may agree fair cancellation terms before ordering. Any agreed charge must reflect genuine net losses arising directly from cancellation, taking account of avoided costs and our reasonable ability to resell the goods. Online reservations or subsequent telephone conversations do not, by themselves, turn a distance sale into an in-store sale.

2.8 A reservation or enquiry that is explicitly non-binding is not the same as a completed sale. We will explain any deposit, payment and contract arrangements before entering into an in-store special-order agreement.

Pricing & Payment

3.1 Prices shown on the website are in pounds sterling and include VAT where applicable. Delivery, collection or other optional charges will be displayed before the order is submitted.

3.2 Payment methods offered at checkout are subject to the terms of the relevant payment provider. Depending on the payment method and order, payment may be taken when ordering or at a later stage; we will not treat payment alone as removing any cancellation right.

3.3 We take reasonable care with website prices and descriptions. If a clear error is discovered before acceptance, we will explain the correct details and offer you the option to proceed at the corrected price or cancel and receive a refund of any sum paid.

3.4 Promotional offers, vouchers and finance or Cycle to Work arrangements may have additional clearly disclosed eligibility requirements. They cannot exclude rights provided by consumer law.

Delivery & Collection

4.1 Our delivery options, eligibility and current charges appear in our Delivery Information . We deliver eligible parts and accessories by courier within the delivery areas shown at checkout.

4.2 We do not currently offer nationwide delivery of bicycles or e-bikes. Bikes and e-bikes purchased through the website are available by Click & Collect or our local bike delivery service to eligible addresses within approximately 30 miles of Williams Cycles, Cheltenham, subject to confirmation of eligibility and any delivery charges before purchase.

4.3 For goods purchased online, we will deliver without undue delay and within 30 days unless we agree a different time with you. If delivery is materially delayed, your statutory rights — including any right to end the contract and obtain a refund — remain unaffected.

4.4 We will notify you when goods are ready for dispatch or collection. Please bring any collection information and identification reasonably requested in our Click & Collect instructions . If you cannot collect on the agreed date, please contact us.

4.5 Please inspect the exterior of a parcel or bicycle on receipt where practical. Reporting obvious damage or shortages promptly helps us investigate with a courier, but failing to report an issue within a fixed period does not remove your statutory rights .

4.6 Risk of loss or damage normally passes to a consumer when the goods come into their physical possession (or that of a person they nominate, other than the courier). If you independently appoint a carrier not offered by us, different rules may apply.

Your Statutory Rights & Product Problems

5.1 Under the Consumer Rights Act 2015, consumer goods must be of satisfactory quality, fit for purpose and as described. If they do not meet these standards, you may be entitled to a refund, repair, replacement or price reduction depending on the circumstances.

5.2 Consumers usually have a short-term right to reject non-conforming goods within 30 days, subject to the statutory rules. Rights to repair, replacement, price reduction or final rejection can continue beyond that initial period. The existence or expiry of a manufacturer warranty does not remove your statutory rights.

5.3 Please contact us with your order details and a description of any problem; photographs are helpful but are not automatically a condition of exercising your rights. We will explain the appropriate remedy and any collection or return arrangements.

5.4 Where goods are faulty, damaged on supply, misdescribed or otherwise do not conform to the contract, we will bear return or collection costs where required by law.

5.5 Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Cancellations, Bicycle Orders & Returns

6.1 If you are a consumer purchasing eligible goods online or at a distance, you normally have a right to cancel without giving a reason within 14 days after receiving the goods . You may also cancel before dispatch, delivery or collection. Different rules apply to certain exempt goods and services, as described below.

6.2 To cancel, send us a clear statement by email, post or another method that communicates your decision. You may use the optional cancellation form at the end of these terms, but it is not compulsory. Contacting us early helps avoid unnecessary work and delivery costs.

6.3 For a statutory cancellation of eligible goods, you normally have a further 14 days after telling us to return them if you have already received them. The refund and return-cost rules are described in Section 7 and our Returns & Refunds Policy .

When lawful costs may apply

6.4 Depending on the circumstances and only where permitted by law, the customer may be responsible for properly disclosed direct return costs, the price of an optional return collection service they agree to, or a proportionate reduction in the refund for diminished value caused by handling beyond what was reasonably necessary to inspect the goods.

6.5 For a genuinely separate and optional workshop service , payment for service work supplied during the cancellation period may be due only if the statutory conditions are met, including the customer’s express request to begin early and the relevant information and acknowledgements. Normal preparation included in the bicycle sale is not automatically a separate chargeable service.

6.6 For a special-order contract genuinely agreed in our physical shop , fair pre-agreed cancellation terms may provide for recovery of directly attributable, genuine net losses which we cannot reasonably avoid, subject to consumer law. No deposit or cancellation fee is automatically non-refundable in every circumstance.

6.7 Goods genuinely made to your specifications or clearly personalised may fall within a statutory exception to change-of-mind cancellation rights. A standard bicycle merely ordered from a supplier, assembled, adjusted or given a routine PDI does not automatically become a personalised product.

6.8 Our change-of-mind terms do not limit your remedies where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Return of Goods & Refunds

7.1 We ask you to contact us before arranging a return, especially for bicycles and e-bikes, so that we can provide practical instructions. However, you do not need our prior approval to exercise a valid statutory cancellation right.

7.2 For a change-of-mind return following statutory cancellation, you normally pay the direct cost of returning goods where we informed you of that responsibility before purchase. If an item cannot normally be returned by post, we will give you the legally required information about return costs before you buy.

7.3 Please take reasonable care of products when deciding whether to keep them. You may inspect goods as you reasonably could in a shop. We may make a lawful deduction for a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging should be included where practical, but lack of packaging alone does not automatically cancel a statutory right.

7.4 We will refund the amount due for a valid statutory cancellation, including standard outward delivery charges where required, without undue delay and within the legal deadline. Where goods have been supplied, we may wait until we receive them back or receive evidence of their return; where goods have not been supplied, the applicable period generally runs from notification of cancellation. Optional enhanced delivery upgrades need not be refunded beyond standard delivery cost.

7.5 Refunds will ordinarily be made to the original payment method unless we agree otherwise. We will not impose a fee for making a statutory refund.

7.6 Where we arrange an optional collection from your address, any customer-paid collection fee must be agreed and legally permitted. Where returns result from faulty or non-conforming goods, we will meet return costs as the law requires.

7.7 Our full procedures and the handling of bikes, helmets, clothing and components are set out in our Returns & Refunds Policy .

Website Usage Licence

8.1 You may access the website and print or download extracts for your own personal, non-commercial use. This does not transfer ownership of any intellectual property to you.

8.2 All text, photographs, logos and website content remain owned by Williams Cycles or their respective rights holders. You must not commercially reproduce or redistribute content without permission, except as permitted by law.

8.3 Nothing in these terms restricts any statutory exception or permitted fair dealing under copyright law.

Service Access

9.1 We aim to keep the website accessible, but availability may occasionally be interrupted for maintenance, security, technical faults or circumstances outside our reasonable control.

9.2 We may change or withdraw website features where reasonably necessary. This does not remove any contractual or statutory rights relating to orders we have already accepted.

9.3 If you experience a problem placing an order, please contact us rather than submitting multiple payments.

Visitor Material & Conduct

10.1 Please do not misuse the site, attempt unauthorised access, transmit malware, impersonate others, or upload unlawful, infringing, abusive or deceptive material.

10.2 Where you submit a review or other content, you confirm that you are entitled to share it and that it does not infringe another person’s rights. You grant us a non-exclusive licence to display it for ordinary website operation and customer information, subject to your legal rights and applicable privacy laws.

10.3 We may remove content that breaches these reasonable rules or applicable law. Personal information is handled in accordance with our Privacy Policy .

Links To and From Other Websites

11.1 We may link to third-party websites for convenience. We are not responsible for their independent content or policies, but this does not exclude any responsibilities we have where we arrange or supply goods or services ourselves.

11.2 You may link fairly to our publicly available pages, provided you do not misrepresent your relationship with Williams Cycles, imply endorsement without permission, or misuse our branding.

11.3 Please contact us if a linked page appears misleading, unsafe or out of date.

Website Information & Disclaimer

12.1 We take reasonable steps to ensure that product listings, prices and website information are accurate. Images are illustrative and manufacturers sometimes change specifications; please check important details with us before ordering.

12.2 General guides and descriptions on the site are not a substitute for advice tailored to the suitability, fit or safe use of a particular bicycle or component. Our staff are happy to assist.

12.3 We do not exclude the legal obligations that apply to goods or services we sell, or liability for inaccurate statements where the law does not permit exclusion.

Liability When Using Our Website

13.1 Nothing in these terms excludes or restricts rights or remedies consumers have under the Consumer Rights Act 2015, or liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

13.2 We are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill, subject to applicable law.

13.3 We are not responsible for losses that were not reasonably foreseeable or that arise solely from matters outside our control, except where applicable law provides otherwise. We do not seek to avoid responsibility for our own negligence or statutory duties.

13.4 If you make a purchase wholly for business purposes, separate business terms may apply. Please contact us before ordering if you require a business contract.

Governing Law & Jurisdiction

14.1 These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

14.2 Consumers ordinarily resident in Scotland or Northern Ireland may have rights to bring proceedings in the courts of their home jurisdiction where applicable. Nothing in these terms removes rights that cannot lawfully be excluded.

14.3 If a dispute arises, please contact us first so we can try to resolve it promptly and fairly.

Miscellaneous

15.1 If a court finds a particular term unenforceable, the remaining lawful terms continue to apply where possible.

15.2 A delay or failure by either party to exercise a right does not automatically amount to a waiver of that right.

15.3 We may use appropriate service providers to fulfil orders, but remain responsible for performing our obligations to you. We will not transfer our contractual obligations in a way that materially reduces your consumer rights.

15.4 Our Privacy Policy explains how we handle personal information. Statutory rights and obligations take precedence over any inconsistent wording on the website.

Product Specification

16.1 We aim to describe each bicycle and product accurately. Manufacturers may change colours, component specifications, materials or packaging during a model year. We will explain material changes before fulfilment and will not substitute a materially different product without your agreement.

16.2 Published weights, measurements and geometry figures are often manufacturer estimates and may depend on frame size, equipment or production tolerances. Please ask if a particular dimension or specification is essential to your purchase.

16.3 Bike sizing, compatibility, intended use and e-bike battery or motor specifications matter. Please contact our team for advice before ordering if you are uncertain.

16.4 Your statutory rights remain unaffected if goods are not as described or otherwise do not conform to the contract.

Model Cancellation Form

Use this form only if you wish to cancel an eligible distance contract. You do not have to use it: any clear statement of cancellation is sufficient. Please send your notice to:

I hereby give notice that I cancel my contract of sale for the following goods:

Goods / order number: __________________________________

Ordered on / received on: _________________________________

Name of consumer: ______________________________________

Address of consumer: ____________________________________

Date: ____________________ (Signature only if submitted on paper)

Our family business has been helping Cheltenham cyclists since 1904. If anything is unclear, please contact our team before placing your order.