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Cancellation of orders
Orders can be cancelled online and a full refund given if the
cancellation is made prior to the order being dispatched. To cancel
an order in this way you will need to follow the order tracking
link in the navigation at the top of the shop page or use this link
to go direct (
Order
Tracking ) then enter your order number. This will give your
order status and if it has not been dispatched a cancellation can
be made.
If your order has been marked as despatched, then please contact
KCC as soon as possible, giving your name, order number and the
e-mail address that was used when making the order. KCC will then
make arrangements with you to have the goods returned and a refund
made.
Shortages - Damages or Non-delivery
We aim to deliver your order within 14 working days and the
majority of our items will be delivered well within this time
mostly within 7 working days. Smaller items in stock will generally
be dispatched same or next working day by royal mail post. If you
have any specific requests regarding delivery please get in touch
we are more than willing to help.
If your order has exceeded 21 days time please inform us as
shortages, damages or non-delivery must be reported within 21 days
of order, failure to do this may result in your claim being
refused.
Problems - Complaints - Returns - Enquiries
- We reply to e-mail's during the following times: Monday to
Friday 10am - 5 pm.
- If you would like us to deal with your e-mail please include
the following information.
- Your Order Number
- Date of order
- Name in which the order was placed
- Name of the product colour/size of product if applicable
- Problem/fault
- If possible please include a photo with your e-mail if product
is damaged
- Confirmation the parcel was signed for as unchecked
- Please note we will not accept any claim for
compensation.
Our refunds policy
Under the Distance Selling Regulations you have a right to
cancel your order for any payments made via the Kent County Council
Online Shop, for a full refund.
To cancel you can email or write to us at the address below
within seven days of payment, quoting your bill number.
Finance Dept.
Kent County Council
Sessions House
County Hall
Maidstone
Kent ME14 1XQ
county.hall@kent.gov.uk
Card payment security
Security is probably one of the most significant concerns for
both you, the client, and ourselves during an online transaction.
In reality an online transaction is probably more secure than a
card transaction in a shop or conducted over the telephone or by
fax, as the information transmitted online is highly encrypted
using complicated logarithm combinations.
The WorldPay payment system uses a combination of both
established and innovative techniques to ensure the security and
integrity of all sensitive data. Furthermore, their public web
servers are certified by Thawte, a public Certificate Authority,
ensuring that both the client and firm can have confidence that
nobody can impersonate WorldPay to obtain confidential
information.
Transaction Encryption
The transfer of the purchase details from our web site to
Worldpay are encapsulated using their own encrypted and
digitally-signed protocol. This uses a combination of standard
methods such as PGP, RSA and MD5 to ensure that the information
passed is secure and tamper-proof.
Security for the Shopper
Any communication between the client and WorldPay is also
encrypted to the maximum strength supported by the client's browser
using TLS or 128 BitSSL. Clients are also protected from fraudulent
use of their card in a "card not present" environment, by their
card issuers. The card issuers provides the right for the
cardholder to dispute a transaction if the card was used
fraudulently.
Data Storage
Data storage on WorldPay systems, and the communication between
WorldPay and the worldwide banking networks, is regularly audited
by the banking authorities to ensure a secure transaction
environment. WorldPay also ensure that they stay up-to-date with
the latest versions of any third-party code they use, and
continually review their own proprietary code. Kent County Council
will not store any credit card data. |