Our Contract

1.1 These Terms and Conditions govern the supply of goods sold by J E James Cycles

1.2 All orders placed by you and purchases of goods from us (whether in-store, by telephone, via our website or by such other means as we may permit) are on the basis of these Terms and Conditions and are subject to acceptance by us either (as applicable): (i) by delivery of the goods to you; or (ii) by providing the goods you have purchased to you at the trade counter, at which point a legally binding contract is constituted between you and us.

1.3 The processing of your payment and acknowledgment of your order (including sending you an email confirming your order is being processed) does not constitute legal acceptance of your order.

1.4 In the unlikely event that you receive a defective or incorrect product,
please report this to us within 7 days of receipt. You will be entitled
to a full refund or exchange if returned within 30 days of receipt.
After this 30-day period, a repair or exchange may be considered at our
discretion.

cycle to work quotes & purchases

In some circumstances a surcharge will be applied to the processing of cycle to work vouchers. Please see below for details on cycle to work voucher processing fee's.

(Bike 2 Work) Standard 5% charge, 10% charge applies to orders containing sale bikes.
(Cycle Solutions) Standard 5% charge, 10% charge applies to orders containing sale bikes.
(Cyclescheme) 5% surcharge applies to orders containing sale bikes.
(Green Commute Initiative) 5% surcharge applies to orders containing sale bikes.
(Halfords/Cycle2Work - Collect In Store Only) Standard 10% charge, 15% charge applies to orders containing sale bikes.
(VIVUP) Standard 5% charge, 10% charge applies to orders containing sale bikes.

Credit Card Security

We take security of your details very seriously and have taken every precaution to ensure your transaction is secure. All your personal and account details are held on a secure web server When you place your order you will be taken onto a secure server - look for the locked padlock symbol in the status bar of your internet browser.

Cookies

As part of the online ordering process, this website requires the use of session cookies, which help record the contents of your shopping cart and track your order through our system.

A cookie is a small text file stored on your computer or browsing device containing information. None of the cookies set on this website contain personal data or any identifiable information, that can be a threat to your privacy or security. Cookies may be disabled via a setting on your web browser but this will prevent you from being able to purchase items on our website.

To help improve our website, cookies may also be used for analytical purposes, such as gathering browser, operating system, domain name, IP address and website information.

Security Checks

In order to prevent fraud, your order will be security screened. Checks include 3rd Man, Gatekeeper, PayPal's Seller Protection and Experian Check ID/Prove ID. Please be aware your order may be disclosed to a credit reference agency for the purpose of verifying identity and that the credit reference agency may keep a record of that information.

Delivery to Billing/Card Registered Address

J E James Cycles are happy to deliver to an alternative address, however this can only be done at our discretion. This may not be the most convenient option but online fraud is a serious matter and we have taken these steps to eliminate online fraud when ordering at J E James Cycles. We are aware that our competitors will dispatch orders to non registered addresses (ie work address) but we feel our security procedures protect customers as well as J E James Cycles against fraudulent purchases.

International orders can only be despatched to the billing address.

Change of Information

Your customer account information is very important to us and we do not share this information with any third parties. If account information needs amending or updating please email [email protected] with the existing account information and the amendment/update[s]. You will receive an email confirmation of the update.

Alternatively call 01709 538374 to speak to member of our web sales team.

Internet Fraud

J E James actively participates in fraud prevention and has stringent anti-fraud safeguards in place. Relevant authorities will be notified in the country where the order was placed, with prosecution being pursued for all fraudulent orders.

Pricing

All prices & info are correct, excluding genuine errors. However due to fluctuations in the market prices a very small percentage of products may still have an out of date price attached (this could be either an increase or decrease to the price which is currently advertised). We make every effort to alter these before posting but on the odd occasion an incorrect price may still be attached. Acceptance of all online orders is made on dispatch.

J E James will not be able to refund any ticket price differences if the price you have paid is as what is advertised on the web site.

Payment

We accept all the major debit and credit cards : Visa, MasterCard, Switch, Solo, Delta or Visa Electron cards. Please note Switch cards are restricted to a maximum purchase of £100. Until further notice we will not be able to accept American Express. We apologise for any inconvenience.

We also accept cheques and sterling postal orders to the value of your order. Make these payments payable to J E James and send them to the appropriate branch. Call us for further details.

We also offer a number of flexible finance packages. Please see our Finance Deals page for more information.

VAT

Your selected delivery destination will determine whether or not VAT is applicable. If VAT is not applicable then this tax will be deducted from your order prior to your card being charged. Your location may render you liable to import, state, local or other taxes: Such taxes are entirely your responsibility. You must include your billing address as it appears on your credit card statement.

J E James use an address verification system to ensure correct billing addresses. Orders with incorrect details will not be processed. (Orders received from British Forces serving overseas will be processed if the destination is a BFPO address).

Order Confirmation

You will be sent an automated email when you place your order online. Please note this is an automated email and is not an acceptance of your order, acceptance of all online orders is made on dispatch. If we have any queries regarding your order we will contact you via email or telephone.

Disclaimer

J E James reserve the right to alter without prior notice any content found within this Web site. The manufacturer reserves the right to make component changes without notification. Although J E James Cycles attempt to accurately reflect all products displayed, images and specifications may differ from purchased products and should be used as a guide only. Specifications may also differ between countries. Special offers and reduced items are subject to one per customer, and strictly on a first come, first served basis. J E James and any other party involved in making this site available to you are not liable for any direct, indirect, incidental, consequential or punitive damages arising out of it’s being accessed or used. J E James assumes no responsibility, and shall not be liable for any damages or viruses that may infect your computer equipment or other property in any way, shape or form as a direct result of accessing this Web site.

Marketing

J E James may e-mail notification of special offers and updates to the site after your first order. An option to be excluded from this service will be included on any such e-mail.

ELECTRIC SCOOTER LEGAL REQUIREMENT

It is illegal to use electric scooters in the UK on footpaths, cycle lanes or roads. 
It is the sole responsibility of the customer to ensure you operate your electric scooter within all country and local laws.  The customer assumes all liability and risk associated with the use of electric scooter products and holds JE James Cycles and its owners free from any liability caused by their use.
When riding an electric scooter on private land, always seek the landowner’s permission and please ride safely, considering those around you.  We strongly advise wearing a helmet as a minimum safety requirement and ride within your limits. 

Price matching

We understand that price is important, so we regularly price check our competitors to make
sure we have the best offers available. We recognise that we will not always be the
cheapest, so if you see the same product cheaper from any of our competitors then please
get in touch and we will do our best to match any reasonable advertised price.

Our Price Match conditions:

•        The item must be in stock and available for immediate delivery (both with us and our competitor).

•        We can only price match identical items (including make, model, size and colour).

•        Comparison value includes all delivery charges.

•        We will only consider price matching current advertised prices including any delivery charges and excluding any personal or membership discounts.

•        Price Match cannot be used in conjunction with any other offer or voucher code.

•        In some instances we are unable to offer 0%APR finance in conjunction with a price match offer.

•        In some instances we may not be able to accept Cycle To Work vouchers as part of a price match, or a surcharge may be applicable.

•        We only match competitors who are authorised UK based brand sellers, selling genuine products and offer a comparable service (We don't price match against third party or auction websites).

*Although we always aim to price match, in some instances it may simply be uneconomical. If this is the case then we will do our best to get as close as we can.

Contact us about a price match:

If you have found one of our products cheaper and you would like to enquire about a price
match then please click on the ‘PRICE MATCH’ tab on the web page of the product, fill out the form, and your request will be considered.

COMPLAINTS PROCEDURE

Our aim at J E James is to provide you as the customer with the highest standards of service. However, we recognise there may be occasions when you have concerns, or are not satisfied with the service you have received. If this happens we encourage you to contact us so that we can put matters right, and prevent similar situations happening in the future.

Our Complaints Procedure outlines the process of raising a complaint with J E James and how the complaint will be dealt with.

We believe most complaints are best dealt with informally by the staff or management responsible for the issue, but we’ll always make sure the complaint is recorded, monitored and responded to appropriately.

You can make your complaint by email at [email protected] or by writing to us at the address below:

J E James Cycles

Progress House

Brimington Road North

Chesterfield

S41 9AP

We will always acknowledge receipt of any written complaint within 3 working days. Following a full investigation we will endeavour to ensure the issue is resolved within 2 weeks. Should we be unable to complete our investigations by then we will provide you with an update on progress.

Vulnerable Customer Policy

Purpose

The purpose of this policy is to ensure that the operations of J E James Cycles do not have any negative impact upon vulnerable customers. For the purposes of this policy vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell our products and provide services, in order to ensure that they are not disadvantaged in any way.

Identifying a vulnerable customer

When engaging with customers over the phone it is often difficult to identify a vulnerable customer because it is not possible to see many of the characteristics, such as body language and facial expressions, which may identify whether the prospective customer requires additional information and guidance to enable them to make an informed decision. For this reason it is critically important to listen carefully to all customers and to identify people who may be classed as a vulnerable customer.

Typical telephone characteristics include:

When engaging with customers face to face the same characteristics are likely to be evident but body language and facial expressions may also assist in identifying the vulnerability.

What to do if we are engaging with a vulnerable customer

Just because somebody is vulnerable does not automatically mean that they are unsuitable for the products and services we supply. As soon we think we may be engaging with a vulnerable customer we should immediately make a record of the same and ensure we adhere to this policy. When speaking to the vulnerable customer we should:

What is mental capacity?

Mental capacity is a person's ability to make a decision. Whether or not a person has the ability to understand, remember, and weigh-up relevant information will determine whether they are able to make a decision based on that information. The person will also need to be able to communicate their decision. The mental capacity of a person may be limited in a way which prevents them from being able to make certain decisions because of an impairment of, or disturbance in, the functioning of their mind or brain.

Making decisions

Mental capacity is always defined in relation to a specific decision at a specific time. We should take appropriate steps to identify whether or not the customer appears able to understand, remember, and weigh-up the information and explanations provided to them about our products and services, and, when having done so, make an informed decision.

Amongst the most common potential causes of mental capacity limitations are the following (this is a non-exhaustive list):

A customer may be understood to have, or suspected of having, any of these (or other) conditions which are potential causes of mental capacity limitation (for example, a mental health condition) - but that does not necessarily mean that they do not have the mental capacity to make an informed decision. In some instances, it may constitute disability discrimination for the purposes of the Equality Act 2010 (EA) to decline a customer's application for a product on a presumption that they don't have the mental capacity to make a particular decision based solely on the knowledge that they have a condition of the type listed above.

Financial literacy mental capacity is not the same as financial literacy although, in practice, it may often be difficult for us to differentiate a limitation of one from a limitation of the other. In terms of a limitation of mental capacity, the customer has some impairment of mind or brain function. There are only likely to be limited circumstances in which we will have substantive evidence that a customer has such an impairment and, in the absence of such evidence, can reasonably be expected to (proactively seek to) establish whether or not a customer has such an impairment of mind or brain function.

While acknowledging that there are limits that we can reasonably be expected to go to in seeking to form a view as to whether or not a customer has, or may have, some form of capacity limitation, if a customer provides information which indicates that they do, or may, have some form of mental capacity limitation that might impact on their ability to make an informed decision, this should not lead to them automatically being denied access to the product or service being sought. It should act as a trigger for us to consider what reasonable steps might be taken in order to amend our ordinary processes to ensure that the customer is treated fairly and a positive outcome results for the customer.