These terms and conditions together with the documents referred to in them tell you the basis on which we will supply to you our goods (“Goods”) and services (“Services”). Please read these terms carefully before ordering any Goods or Services from us. By ordering any of the Goods or Services, you agree to be bound by these terms.

1. Definitions
2. The Contract
3. Product Information
4. Price Information
5. Payment Information
6. Validation Checks
7. Liability
8. Delivery Of Goods
9. Delivery Times
10. Faulty Goods
11. Returns Policy
12. Vouchers
13. Cancellations, Refunds and Returns
14. After-Sales Service and Guarantees
15. Complaints and Queries
16. Safe Shopping Guarantee
17. Operation
18. Events Outside Our Control
19. Variation
20. Communications Between Us
21. Other Important Terms
22. Privacy Policy

1. Definitions

1.1. In these Conditions, the following definitions shall apply:

Business Day(s): a day (other than a Saturday, Sunday or public holiday) when banks in London are open for business. 
Conditions: the terms and conditions set out in this document are amended from time to time in accordance with clause 14. 
Contract: the contract between Wilco Direct and the Customer for the sale and purchase of the Goods or Services in accordance with these Conditions. 
Customer, you, your: the person who purchases the Goods or Services from us. 
Event Outside Our Control: has the meaning given in clause 13. 
Goods: the goods (or any part of them) set out in the Order. 
Wilco Direct, we, us, our: means, as applicable, either Wilco Direct (company number 01022320) of 186-200 Salhouse Road, Norwich, Norfolk, NR7 9AH
Order: the Customer's order for the Goods or Services submitted via the Website.
Services: the services (or any part of them) set out in the Order. 
Website: means wilcodirect.co.uk. 

1.2. In these Conditions, the following rules apply:

1.2.1. A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality). 
1.2.2. A reference to a party includes its personal representatives, successors or permitted assigns. 
1.2.3. Any phrase introduced by the terms including, include, in particular or any similar expression shall be construed as illustrative and shall not limit the sense of the words preceding those terms. 
1.2.4. A reference to writing or written includes e-mails.

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2. The Contract

2.1. The Order you place via the Website constitutes an offer to purchase the Goods or Services in accordance with these Conditions. Please read and check your Order before placing it, as you are responsible for ensuring that the terms of the Order are correct. You may only purchase Goods or Services from us if you meet any legal age requirement necessary for purchase of the same.

2.2. Any email, order confirmation or other electronic acknowledgement by us of receipt of an Order does not constitute legal acceptance by us of your Order. The Order shall only be deemed accepted by us, and a Contract formed when:

(a) you have paid for the Goods or Services and monies have been received by us; and

(b) where applicable, the Goods have been dispatched and we have sent you a dispatch confirmation; or

(c) where applicable, the Service(s) have been carried out.

2.3. All Orders placed via the Website are subject to stock and store availability to the validation checks described in clause 5 below. In the unlikely event that you are either able to place an Order for an item that is not available from stock, or it is necessary for Wilco Direct to amend or cancel an order, we will contact you as soon as possible to discuss either amending or cancelling your Order. If your Order is cancelled by Wilco Direct, you will be refunded in full. 

2.4. We only accept Orders originating from and for delivery to UK and European Addresses in Europe Zones 1, 2 and 3.

2.5. We will retain details of your Order in our database and these details can be made available to you on request from our customer services team.

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3. Product Information

3.1. Goods and Services are as described on the Website. We reserve the right to amend the description at any time if required.

3.2. Images of the Goods on the Website are for illustrative purposes only. Representations of colour online are as accurate as our photographic and electronic processes will allow. Please note that colour online can also be affected by the calibrations of different output devices. Colours of goods are subject to change at any time and will be updated on a regular basis.

3.3. All weights and sizes are supplied as a guide only and are approximate.

3.4. Guides, Technical Data Sheets, Safety Data Sheets and all other advice articles have been produced by the product manufacturer to help you in your purchasing decisions and to give guidance. These articles are provided for general information, but if you are in any doubt, you should seek help from an appropriate professional. We accept no liability for any loss, damage or injury arising as a result of the advice contained on our Website.

3.5. In the event that there are any errors regarding the price or description of Goods or Services, we reserve the right to correct that price or description and notify you accordingly. In these circumstances, it will be deemed that a contract has not been entered into and you will not be bound to continue with your purchase. We will cancel your Order and you will be refunded in full. The repayment of such monies paid to us will be the extent of our liability to you in the event of these errors.

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4. Price Information

4.1. Except as set out below, the price of the Goods and Services is the price set out on the Website at the time you submit your Order. All prices are shown in Pounds Sterling.

4.2. The price of the Goods does not include delivery charges which will be as advised during the check-out process, before you confirm your Order.

4.3. The price of the Goods and Services is inclusive of VAT (where applicable) at the current rate chargeable in the UK. If the rate of VAT changes between the date of Order and the date of delivery, we will adjust the VAT you pay unless you have already paid for the Goods or Services in full before the change in VAT. Wilco Direct’s VAT number is 595 00 3934.

4.4. The prices shown are only applicable to purchases made via the Website. On occasions, the prices payable and promotions offered online may differ from those prices and promotions offered at the same time in Wilco and Wilco Motosave stores.

4.5. Special Offers and promotions advertised in the press or other media may be excluded from the Website unless specifically advertised as available online. All offers are subject to availability and while stocks last. This includes all offers advertised via official Wilco social media channels.

4.6. Offers cannot be used in conjunction with one another. Where more than one offer is available on the same product only one discount will apply. The offer giving the greatest saving will be applied in the basket. Equally, voucher code offers cannot be used in conjunction with any other promotional offer. Offers can only be redeemed at the time of payment.

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5. Payment Information

Wilco Direct accepts payment by Paypal and most major credit or debit cards. We are unable to accept any other form of payment online. 

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6. Validation Checks

All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. In addition, in the interests of preventing fraudulent use of credit, debit and charge cards, Wilco Direct will validate the names, addresses and other information supplied during the order process against commercially available records (e.g. Electoral Roll data). We may need to contact you by letter, telephone or email to verify details before dispatch or we may be unable to accept your order.

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7. Liability

The majority of card issuers cover all the charges that may result from unauthorised use of your credit/debit cards, but some may limit your liability to £50. If you believe your credit or debit card has been subject to unauthorised use you should contact your card issuer without delay.

7.1 If we fail to comply with these Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time, we entered this Contract.

7.2 Except where expressly stated otherwise and agreed in writing with you, we only supply the Goods or Services for domestic, trade and private use. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

7.3 We do not in any way exclude or limit our liability for: 

(a) death or personal injury caused by our negligence; 
(b) fraud or fraudulent misrepresentation; 
(c) any breach of the terms implied by section 9 or 17 of the Consumer Rights Act 2015; and 
(d) defective products under the Consumer Protection Act 1987.

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8. Delivery of Goods

We can deliver to addresses within mainland UK although for deliveries to non-mainland UK addresses and certain remote locations e.g. Scottish Isles, Isle of Man, Isle of Wight, Northern Ireland, Scottish Highlands and the Channel Islands, however there may be an additional delivery charge and delivery may take longer.

Please see our Delivery Charges or contact us if you have any questions.

Goods can be delivered either to your home address, to an alternative address, or to your work address.

Your order will be delivered either by DHL, APC Overnight, or Royal Mail. A signature may be required for courier deliveries. If your order contains more than one product, the individual products may, on occasions, be sent in multiple consignments.

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9. Delivery Times

Delivery times are calculated in working days - i.e. Monday to Friday inclusive (working days do not include weekends or National Bank Holidays)

In case of Bank Holidays please allow an extra 2 working days. From the receipt of your order, we will endeavour to deliver your chosen items to you within 5 working days providing the goods are in stock, unless a longer delivery time is shown on the product information page.

Next working day deliveries will be delivered within 1 working days on orders received by 12.30pm the same day, orders placed after 12.30pm will be handled the next working day. Deliveries to non-mainland UK or remote locations may take longer. Please ask for further details.

Goods delivered by courier should arrive between 9am and 6pm, Monday to Friday, (Saturday for small items delivered by APC Overnight). Some deliveries may need to be signed for. If you are out when the courier arrives the Courier will leave the goods in a safe place or leave a card with the contact number for you to call to arrange a suitable time for redelivery or for you.

We do everything we can to meet the delivery time specified in this section, however occasionally delivery times may be affected by factors beyond our control and cannot be guaranteed.

We will inform you if we become aware of an unexpected delay.

9.1. Availability

We aim to hold all items in stock. Occasionally, an exceptional increase in demand may occur and we experience difficulties in replenishing our stocks. If there is likely to be a delay, we will advise you accordingly and you will have the right to cancel your order and receive a full refund.

9.2 Receiving Your Order

Upon receiving the goods, please check the boxes for any signs of visible damage. If there are any signs of visible damage, please note this upon receiving the goods, and inform us at Wilco Direct too.

Please inspect the goods within 48 hours and if they are found to be damaged, broken, or faulty, please inform us immediately. 

If found to be damaged or faulty, we will re-deliver the goods at no additional charge, or you may wish to cancel the order and receive a full refund.

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10. Faulty Goods

If the goods develop a fault within 28 days of delivery, please inform us immediately. If confirmed to be faulty, we will be happy to replace the item with a new one, or in the event of the same item no longer being available, an equivalent. You may wish to receive a refund instead, which we will be happy to issue.

If the goods develop a fault after more than 28 days from delivery, but less than 6 months from delivery, once again, please inform us immediately. If we are unable to carry out a repair on the item, we may choose to replace the item with a new one, or if the item is no longer available, with an equivalent.

If an item develops a fault after 6 months from date of delivery, please contact us and we will do our best to help.

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11. Returns Policy

You have the right to return your order within a 30-day period which commences the day after delivery was made, but you must:

• inform us of your intention to return it by email, telephone, or post within this 30-day period
• keep the original packaging
• retain the goods yourself and take care of them until they are returned, keeping them in resaleable condition
• return the goods yourself at your own cost via an insured carrier within 30 days (we can arrange this but a charge will be made which would be deducted from any refund due)

Please note, delivery charges will not be refunded as delivery is a service which is completed when the original delivery is made.

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12. Vouchers

Voucher codes are valid to use on all products on our website apart from Bikes and Roof Boxes. Voucher codes are currently not available to use with Click and Reserve orders. If you wish to use a voucher, please select Home Delivery when placing your order.

If you apply a voucher code to your basket and then select a branch for Click and Reserve, the voucher will be removed from your order.

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13. Cancellations, Refunds and Returns

Subject to the remainder of this clause 7, if you change your mind and no longer want an item that you have purchased and we have delivered, you have the right to return those Goods within 28 days from receipt of the Goods and receive a refund. Alternatively, you are entitled to request an exchange within the same period. 

Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered.

To cancel or amend a Contract for Goods, you need to let us know that you have decided to cancel. If you wish to exercise this right, please contact the Wilco Direct Customer Services Team, by phone, email or letter sent by post or using the online form on our website. Please include details of your Order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.

13.1 If you cancel your Contract, Wilco Direct will:

(a) refund you the price you paid for the Goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; 

(b) refund any delivery costs you have paid; and 

(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
1. if you have received the Goods and we have not offered to collect it from you: 14 days after the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us;

2. if you have not received the Goods or you have received them and we have offered to collect them from you 14 days after you inform us of your decision to cancel the Contract.

13.2 If you have returned the Goods to us under this clause 7 because they are faulty or mis-described, we will refund the price of the Goods in full, together with any applicable delivery charges.

13.3 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Goods, we may refund you in vouchers.

13.4 If Goods have been delivered to you before you decide to cancel your Contract: 

(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back (and we recommend using a trackable service and obtaining proof of postage), return it to us in-store or hand it back to our authorised carrier.

You must take reasonable care to ensure that the Goods are not damaged in transit; this includes ensuring that they are securely packaged. Wilco Direct will not be responsible for lost or damaged returns. 

(b) unless the Goods are faulty or not as described (in this case, see clause 7.2), you will be responsible for the cost of returning the Goods to us. If the Goods cannot be returned by post, we may offer to collect the Goods from you in which case we will charge you the direct cost to us of collection which will be £7.50.

13.5 Because you are a consumer, we are under a legal duty to supply Goods that are in conformity with this Contract. As a consumer, you have legal rights in relation to Goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 7 or anything else in these Conditions. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

13.6 Due to the speed of our ordering process, Wilco Direct may not be able to cancel your order before despatch. If you exercise your right to cancel prior to you receiving the Goods, Wilco Direct will attempt to stop the goods in transit, however if this is not possible and the Goods are delivered, you will be able to return your Goods in line with your rights outlined above.

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14. After-sales Service and Guarantees

14.1. Where applicable, details of manufacturers' guarantees or service arrangements will be provided with the Goods or Services. Wilco Direct will deal with after sales service and warranty / guarantee claims (excluding refunds. 

14.2. Except where expressly stated otherwise, all warranties are non-transferable and only apply for the original Customer. Please note that, if you buy Goods with a Wilco Direct warranty, we are guaranteeing that those Goods will work during the warranty period. If you replace the Goods during the warranty period, the warranty does not start again. You will only benefit from the remaining period of the original warranty. This does not affect your statutory rights if the Goods are faulty or not as described.

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15. Complaints and Queries

15.1 If you are not happy with any aspect of our online service, discover a fault with our Website, or if you have any queries or comments relating to an Order placed online, please contact us and we will do everything we can to help you.

15.2 If we have exhausted our internal complaints handling procedure and we inform you in writing that we cannot settle your complaint, you have the option of referring your complaint to an Alternative Dispute Resolution ("ADR") provider to deal with the same. We are not obliged to use a specific ADR provider or procedure, however, a list of certified providers can be found at https://www.tradingstandards.uk/commercial-services/adr-approved-bodies. Alternatively, you can refer the complaint to the EU Commission's Online Dispute Resolution (ODR) Platform at www.odreurope.com. Please note that we are not obliged to participate in ADR.

15.3 Your access to wilcodirect.co.uk may occasionally be restricted to allow for the introduction of new products or features, site development, maintenance or repairs. We will attempt to restore the service as soon as we reasonably can.

15.4 Where you have been directed to the Website as a result of a third party site, these sites are independent from us and we are not responsible or liable for such sites. Please consult the terms and conditions of the site in question for more information.

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16. Safe Shopping Guarantee

16.1 We have used every effort to ensure that shopping on the internet with Wilco Direct is as safe as possible. Our secure server software encrypts all of your personal information sent over the Internet. In processing your Order, your information may have to be sent over the internet more than once. At no point is your Order information sent in this way without encryption.

16.2 Although Wilco Direct endeavour to take all reasonable steps to protect your personal information, we cannot guarantee the complete security of any data you disclose online. You accept the inherent security risks of providing personal information and dealing online over the Internet and Wilco Direct cannot be held responsible for any breach of security unless it is due to our negligence. Please read our Privacy Policy for more details.

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17. Operation

The Wilco Direct Website is operated by: 

Wilco Direct
186-200 Salhouse Road 
Norwich 
Norfolk 
NR7 9AH

Registered in England and Wales. Company Number 01022320.

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18. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

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19. Variation

Wilco Direct amends these Conditions from time to time. Each time you order Goods or Services from us, the Conditions in force at the time of your Order apply to the Contract between you and us.

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20. Communications Between Us

21.1 Any notice or other communication given to you under or in connection with the Contract shall be in writing (including email), addressed to you at the address that you have specified to us in writing in accordance with this clause, and shall be delivered personally, sent by pre-paid second class post, recorded delivery, commercial courier or e-mail.

21.2 A notice or other communication shall be deemed to have been received: if delivered personally, when left at the address referred to in clause 15.1; if sent by pre-paid second class post or recorded delivery, at 9.00 am on the second Business Day after posting; if delivered by commercial courier, on the date and at the time that the courier's delivery receipt is signed; or, if sent by e-mail, one Business Day after transmission.

21.3 The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

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21. Other Important Terms

22.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Conditions.

22.2 You may only transfer your rights or your obligations under these Conditions to another person if we agree in writing.

22.3 This Contract is between you and us. No other person shall have any rights to enforce any of its terms.

22.4 Each of the paragraphs of these Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

22.5 If we fail to insist that you perform any of your obligations under these Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

22.6 These Terms are governed by English law. This means a Contract for the purchase of Goods through our Website and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. The only language in which the Contract can be concluded is English.

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22. Privacy Policy

Our Data Privacy Notice explains the circumstances in which we will collect personal data from you, why it is being collected, how we will use it and to whom we might disclose it if necessary.

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Last Updated: January 2024

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