Delivery and Returns Policies.

Delivery Policy

(1) Introduction
This delivery policy gives details of the delivery methods, delivery periods and delivery charges that apply to any orders for our products made through our website or by email and phone.
This policy is not intended to and does not create legally enforceable rights and obligations. It merely indicates our usual practice in relation to the delivery of products.

(2) Delivery methods
We will deliver to the UK via standard delivery and Worldwide via standard international delivery.

(3) Delivery periods
This table indicates the typical delivery periods for the different delivery methods.

• Standard delivery – 3-5 working days
• Standard international delivery – 7-10 working days

These periods are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the specified period.
If you purchase a high value product from us, we will usually conduct fraud screening checks before dispatching the product. These may delay the expected date for delivery.  Where the delivery date is delayed as a result of fraud screening checks, we will notify you by email.

(4) Delivery charges
All orders will be subject to standard UK or international delivery charges. Delivery charges will be calculated and automatically applied to your order during the checkout process. The applicable charges will depend upon:
• the delivery method you select;
• the location of the delivery address; and
• the size and weight of your order.

(5) Delivery problems
If you experience any problems with a delivery, please contact us by email to info@railwayoperators.co.uk, by telephone on 03333 440523 or through our website at www.railwayoperators.co.uk/contact/.
If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the time specified on the card left at your address, then we may agree to arrange for re-delivery of the products, providing that we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free-of-charge).

An indicative list of the situations where a failure to deliver will be your fault is set out below:
• you provided the wrong address for delivery;
• there is a mistake in the address for delivery that was provided;
• the address for delivery is not reasonably accessible;
• the address for delivery cannot safely be accessed;
• where in person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; and
• where in person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

 

Returns, Refunds & Cancellation Policy

(1) Introduction
We understand that from time to time you may wish to return a product to us or cancel a booking on an event.
We have created this 30-day returns policy to enable you to return products to us in appropriate circumstances and a 14-day cancellation policy.
The policies applies to customers in the UK and Worldwide irrespective of your geographical location.
The policies do not affect any statutory rights you may have (such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).

(2) Returns
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 30 days following the date of purchase of the product;
(b) the returned product is unused, in its original packaging and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the returns procedure set out below; and
(d) none of the exclusions set out below apply.

(3) Returns procedure
In order to take advantage of your rights under this returns policy, you must telephone or send an email notice prior to the return of a product and receive approval from a member of staff for the return.
Products returned under this policy must be sent by recorded delivery to:
The Moat House, 133 Newport Road, Stafford. ST16 1AH.
You will be responsible for paying postage costs associated with returns under this policy.

(4) Exclusions
The following kinds of products may not be returned under this policy:
(a) DVDs, CDs and other audio or video or audio-visual recordings;
(b) computer software (whether on CD-ROM, DVD-ROM or otherwise);
(c) newspapers, periodicals, magazines or similar products;
(d) any product made to your specification;
(e) any product made to order;
(f) any product personalised or adapted for you;

(5) Refunds
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.

(6) Improper returns
Where you return a product in contravention of this policy and where you do not have any other legal right to return the product:
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

(7) Cancellation of events
We reserve the right to cancel an event or associated function organised by us at any time due to a lack of registrations or any other unforeseen circumstances at our sole discretion.
In the event of a cancellation of an event or function, we will refund the full value of the booking already received from you. We will not be liable for any other direct, or indirect costs and expenses (such as travel, accommodation and other associated costs) incurred by you as a result of any such cancellation.
In the event of a cancellation of an event or function we will use reasonable endeavours to contact you personally, through your contact details given to us at the time of booking. We will also give notice of any cancellation through our website which can be accessed at https://www.railwayoperators.co.uk/whats-on/
You should check this website regularly prior to the relevant event or function for up-to-date information.

(8) Cancellation by those who have booked on events
If after booking you are unable to attend an event, please contact the office by telephone or email to let us know as soon as possible, with a minimum of 14 days notice prior to the start of the event in question. Unfortunately we cannot guarantee, and will not be liable, to refund amounts already received from you for any cancelled event, if you notify us of your cancelled attendance after this date.

(9) Cancellation of courses
We reserve the right to cancel a programme organised by us at any time due to a lack of registrations or any other unforeseen circumstances at our sole discretion.
In the event of a cancellation of a programme, we will offer a deferred place on the next course start date or will refund the full value of the booking already received from you less any costs incurred as part of the registration and enrolment process with our partner GCU. We will not be liable for any other direct, or indirect costs and expenses (such as travel, accommodation and other associated costs) incurred by you as a result of any such cancellation.
In the event of a cancellation of a programme we will use reasonable endeavours to contact you personally, through your contact details given to us at the time of booking. We will also give notice of any cancellation through our website which can be accessed at https://www.railwayoperators.co.uk/whats-on/
You should check this website regularly prior to the programme start date and for up-to-date information.

(10) Cancellation by those who have booked on courses
If after booking you are unable to commence your studies, please contact the office by telephone or email to let us know as soon as possible, with a minimum of 14 days notice prior to the start of the academic programme in question. You will be offered a place on the programme at the next cohort start. In exceptional circumstances we may offer a refund less any expenses incurred as part of the registration and enrolment process. Unfortunately we cannot guarantee, and will not be liable, to refund amounts already received from you for any cancelled event, if you notify us of your cancelled attendance after the notice date.

(11) About us
Our full name and Merchant of Record is Institution of Railway Operators.
Our registered office is Eighth Floor, 6 New Street Square, New Fetter Lane, London. EC4A 3AQ and our principal trading address is The Moat House, 133 Newport Road, Stafford. ST16 1AH.
Our company registration number is 7655952.
Our telephone number is 03333 440523.
Our email address is info@railwayoperators.co.uk.
Our VAT number is VAT 120718152.