Company & Contact Details:
The Kent & East Sussex Railway Company Limited
A charitable company, limited by guarantee and not having a share capital.
A company registered in England No.1007871
VAT No.202 1098 21
Registered Charity No.262481
Colonel Stephens Railway Enterprises Ltd
A wholly owned subsidiary of the Kent & East Sussex Railway Company Limited
A company registered in England No.2668156
VAT No.583 7827 90
Tenterden Town Station
Telephone 01580 765155
Email [email protected]
Fax 01580 765654
Return of Goods
We want you to be 100% happy with your goods. Should you have any reason to return items purchased from our shop, they may be returned within 28 days of receipt providing that they are returned in the original packaging and in the condition in which they were sold. Exceptions to this guarantee are for DVD's, which unless they prove faulty in manufacture, will not be refunded or exchanged.
Returned goods must be accompanied by the invoice number, date of purchase and reason for return.
Please note: That you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is faulty. As soon as we receive the item(s) as above, we will refund the relevant part of the purchase price for that item together with the items normal postage charge. We cannot refund any priority, express or courier component of the postage charge.
For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit https://www.citizensadvice.org.uk.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Refund of Train Travel and Event Tickets
The purchase of Train Travel Tickets and Event Tickets is governed by our standard policy.
Tickets are non-refundable.
We advise all visitors to arrive at least 20 minutes prior to departure time.
No refunds are given for missed trains.
Accommodation on later trains on the date of booked travel cannot be guaranteed. Where such is possible, a rebooking administration charge will be made.
Alterations requested to confirmed bookings will be made at the discretion of K&ESR and will be subject to an administration charge per person. Travel tickets and vouchers must be returned to, and received by, us by no less than 48 hours prior to the specified date.
Refund of Tickets for Dining and Catering Services
Tickets for dining and catering services are non-refundable.
We advise all visitors to arrive at least 20 minutes prior to their booked departure time.
No refunds are given for missed trains.
However, if you are able to notify us in advance of your non-attendance, because of illness for example, and we are able within this notice period to re-sell your reserved seats, a refund less an administration charge will be made.
Alterations requested to confirmed bookings will be made at the discretion of K&ESR/CSRE and will be subject to an administration charge per person. Tickets must be returned to, and received by, us by no less than 48 hours prior to the specified date.
Data Protection & Your Privacy
This explains how we use any personal information we collect about you when you use this website, or telephone us, and make purchases from the K&ESR and/or CSRE Ltd.
If you conduct transactions with us, subscribe to our mailing lists or newsletters or register for access to the staff area, you will be asked to provide certain information in order that we can provide the products or services you have requested and to authenticate your identity when you login. If you voluntarily complete customer surveys, provide feedback or participate in competitions run by the K&ESR or CSRE, we may also collect information about you.
We may also contact you about special offers, events and other products and services we think may be of interest to you.
We may monitor and record telephone conversations with you and use them for staff training, quality and security purposes.
We do not sell information about our customers or site visitors to third parties.
We respect your right to privacy and any questions you may have regarding this Privacy Statement should be directed [email protected]
We would like to send you information about the products and services we offer and which may interest you. You may opt out at any time. If you no longer want us to contact you for marketing purposes please either update your preferences below or contact us by email at [email protected] (letting us know what type of marketing you no longer wish to receive)
We accept the following payment cards online and at our stations
We are unable to accept card payments on our trains, with the exception of the Wealden Pullman where the above cards are accepted in respect of Bar Account payments. Cashback is normally available from catering outlets at Tenterden Town Station.
None of the above affects your statutory rights.