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Returns Policy - In Store Purchases
If you wish to return your purchase because you have changed your mind you have 14 days in which to do this. The purchase must be in the original packaging and can be exchanged for an item of equal or greater value but we cannot give a refund for unwanted purchases.
If you have a faulty model you can return it to the store for repair or replacement or you can use the returns process details in the Mail Order Sales section below.
Returns Policy - Mail Order Sales
If you wish to return your purchase because you have changed your mind you have 14 days in which to do this. The purchase must be in the original packaging and you will be responsible for the cost of returning your purchase.
If you have a faulty model, or the item we have sent does not match your delivery note, please use the link below to book your return.
This will allow you to create your own return label and has full tracking with 48 hour delivery to our warehouse. Please remember to include a covering note explaining the problem and giving your details so we can rectify the issue promptly.
Kernow Model Rail Centre
Unit 2 Redruth Enterprise Park
Cornwall Business Park West
Please note - the above address is our warehouse and is NOT open to the public.
We encourage customers to reserve items prior to visiting our stores to avoid disappointment, especially if stock availability is limited.
Unpaid reservations will be reserved for a maximum of 28 days, we do not have a maximum collection period for paid for collection items. Full details of our Collection Policy can be read here.
At Kernow Model Rail Centre we understand the importance of security when it comes to Personal Data. This policy sets out what we do with your information and how we keep it secure. It also explains where and how we collect your personal information and what rights you have over any information that we hold about you.
This policy applies to you if you use our products or services in store, over the phone, online, at a show or event, or if you use our website or interact with our social media accounts.
Who are we?
What sorts of information do we hold?
Personal information that you provide to us such as your name, address, telephone number, email address, and any enquiries or feedback from you, including by phone, email, post, or when you communicate with us via social media;
Although we take payment details when you place an order, these details are held by our payment processor SagePay, and we only have access to the last four digits of your payment card for identification purposes.
Information about services or products that we have provided to you in the past, including the service(s) or product(s) provided, when and where, the amount that you paid, billing address and where the item was sent (if applicable), and any other information required to process a transaction;
Your account login details, including name, email address, and password (The password is not visible to our staff and is encrypted);
Information on how you use our website(s);
Regarding our email newsletter, we hold your name and email address, and the specific preferences for which type of information that you wish to receive. We also hold details of opens and clicks on these emails, to measure campaign effectiveness to improve future communications.
How do we use your information?
The information that we collect may be used to:
Make available our services to you;
Process your order or transaction;
Take a payment from you or refund you;
Ensure our customers are genuine to help prevent fraud;
Conduct statistical analysis;
Send tailored email marketing to those who opt in.
We have systems in place to help protect our customers and ourselves from fraud. If false or incorrect information is provided and fraud identified, personal information may be passed to fraud prevention agencies. This data may be accessed by law enforcement agencies. Please contact us if you want to receive details of the fraud prevention organisations that we work with.
Who might we share your information with?
Our service providers – We work with various other organisations to process transactions and orders, and to answer enquiries. We only share relevant information with them for them to provide their services to us or you. For example, only your delivery address, phone number, and email address will be provided to our logistics partners to help them deliver your order accurately;
Other organisations or individuals – We may provide your personal details to outside organisations or individuals if required to by law, if we need to exercise or protect our legal rights, users, systems and services, or in response to requests seeking to protect the legal rights of themselves or others;
Sending you information about our products and services – If you are signed up to receive our email newsletters your name, email address, and information preferences are provided to the organisation that processes them for us. You can amend your preferences or unsubscribe by clicking the relevant link on the email, or by contacting us directly.
International transfers of your personal information
Accessing and correcting your personal information
By law, you can request access to the information that we hold about you. If we agree that we are obliged to fulfil the request, we will provide it free of charge and within 30 days of receiving the request. Before doing so we may ask for further information or proof of identity so that we can correctly identify you on our database.
If any of the information that we retain is incorrect or out of date you may ask us to correct it.
Right to limit or stop us using your data
You have the right to request that we stop processing and/or delete your personal information if we are not entitled to use it any more or are keeping it too long, if this does not conflict with any data retention regulations.
How long do we keep your information?
We retain your personal information for as long as required, to provide you with high quality service whenever you contact us regarding our goods or services. Your information is in accordance with the relevant laws and regulations, and not longer than necessary.
When you interact with our social media accounts (e.g. liking or sharing posts, leaving reviews) please note that your information may be visible to the providers of the social media account, as well as other users. It is your responsibility to ensure your privacy settings are set to an appropriate level that you are comfortable with.
We have various security measures in place to make sure that your data is protected.
Access to the non-public areas of our building is restricted to those who are meant to be there, and all visitors are supervised in areas where they may be able to gain access to personal data.
Computers in the public areas of our building are password protected, and locked when not in use or unattended by staff.
Access controls to our information technology, such as firewalls etc.
We will never ask for your login password by email, phone, or face to face. We cannot access your password as it is encrypted.
We will never ask you for any personal information that is not required to carry out the specific service requested.
If you would like to exercise one of the rights above, or have a question or complaint about this policy, please contact us by one of the methods below.
By email – email@example.com
By Post – Data Protection Officer, Kernow Model Rail Centre Ltd, 98A Trelowarren Street, Camborne, Cornwall, TR14 8AN, United Kingdom
You also have the right to lodge a complaint with the UK regulator, the Information Commissioner. Go to ico.org.uk/concerns to find out more.
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