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Consumer Protection (Distance Selling) Regulations 2000
As part of its activities, the North Eastern Railway Association (NERA) provides its members and the public with a number of services and the opportunity to:
- Join the association
- Renew their membership subscriptions
- Purchase books and facsimiles
- Make a donation
NERA has facilities to enable the above services to be provided by distance selling.
“Distance selling” means all sales of goods and the provision of services other than face to face, including transactions using the Internet, by mail order, telephone, fax, and advertising in magazines, newspapers and periodicals.
The NERA facilities may be provided either by the use of interactive online forms, or by post.
In the case of online forms, the financial side of the transaction is performed by PayPal’s secure services, and NERA never sees the user’s financial details such as his credit card number or PayPal account. In these cases, confirmation of the transaction is given directly on the website and is confirmed by an e-mail from PayPal.
In the case of postal requests, NERA only accepts payment by cheque or postal order.
Where a transaction is for a deliverable item, such as a publication, this will be sent out by the UK Post Office. Please allow 7 – 10 days for delivery, however for orders including facsimile publications 28 days should be allowed as some can be temporarily out-of-stock for short periods. Overseas delivery may take longer, depending on the shipment method selected.
Where a transaction is for a service (e.g. membership subscription), confirmation of the transaction is provided directly on the website and by one or more subsequent e-mails.
In the case of new members joining NERA, their membership takes effect straight away but their “membership pack” may not arrive within the times shown above. These are sent out in batches, and the timing of each batch may be subject to delays from various causes, so that it can exceptionally be up to three weeks for a UK delivery and four or five weeks for an overseas delivery.
A customer has the right to cancel an order for deliverable goods within seven working days after receipt of the goods. This seven-day “cooling-off” period excludes Saturdays, Sundays, and Bank Holidays.
Notification of intention to cancel should be received by the NERA Sales Officer within the cooling-off period, in writing. “Writing” includes letter, or e-mail sent to the NERA Sales Officer, Secretary, or Treasurer, either direct or using the contact form. A telephone call is not acceptable. On receipt of notice within the cooling-off period, NERA will refund the sale price of goods if, and only if, they are returned in a resaleable condition. The goods are to be cared for by the customer at the customer’s risk.
The cost of returning the goods must be paid for by the customer and will not be paid by NERA. Payment of a refund will be made by NERA within 30 days of receipt of the returned goods in a resaleable condition. A charge of £1.00 per order for postage and other administrative costs incurred by NERA will be deducted from the refund. Refunds will be made by sterling cheque or, if agreed beforehand, by PayPal credit.
No refunds will be made for membership subscriptions paid during the year.
The laws of England and Wales shall apply to this contract.
Return of Faulty Goods
The above statement regarding the return of deliverables applies only to the cancellation of an order.
If the goods supplied are faulty, a refund or replacement will be offered, at no additional cost to the customer. Notification of faulty goods should be made to the NERA Sales Officer or Secretary within 28 days of receipt and should state the nature of the fault. NERA may request the return of the faulty goods and if so, the cost of returning them will be refunded by NERA.
Contacting NERA Customer Service
Full details of NERA contacts can be found here.
Did You Know?
The first separation between train operators and railway infrastructure took place on the Stockton & Darlington Railway in 1825. It was not a success.