Norfolk Family
History Society

Terms and Conditions

Return of Faulty Goods
Contacting Customer Service
Privacy and Data Protection

Norfolk Family History Society is a registered charity, number 1055410. 
The Society provides its members and the public with a number of services and the opportunity to:- 

Join Norfolk Family History Society
Renew Membership
Purchase publications and other media

Consumer Protection (Distance Selling) Regulations 2000

The above items are available 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 and advertising in magazines, newspapers and periodicals.
The Society's facilities may be provided either by the use of interactive online forms, or by post or telephone orders.
In the case of online forms, the financial side of the transaction is performed by Sage Pay's secure services. The Society never sees the user's financial details such as credit card details. Confirmation of a transaction will be given directly on the website and confirmed by an e-mail from Sage Pay. 
Postal and telephone requests are not supported by use of credit card. Postal requests are accepted only when accompanied by cheque payment.


Orders are expected to be processed within fourteen working days. 
Where transactions are for deliverable items, these will be sent out by UK post. Overseas delivery is by Airmail and the customer is responsible for payment of any Local Taxes and Import Duties levied in the country of the delivery address.
The Society is run entirely by volunteers, and due to holiday arrangements and for other reasons we will occasionally be unable to meet this timescale. 
Some items do not require physical delivery, e.g. membership renewals, bookings for events, services. For these, confirmation of the transaction is provided either directly on the website (for online forms as described above), or by a subsequent e-mail. 
In the case of new members joining the Society, magazines and membership numbers may not arrive within the time frame shown above. These are processed in batches, and the timing of each batch may be subject to delays from various causes, it may exceptionally be up to three weeks for a UK delivery and longer for an overseas delivery. When joining for the following membership year, the first magazine is posted in June.

Cancellations and refunds
Deliverable goods

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 Society within the cooling-off period, in writing which can be either an e-mail or letter sent to the Society's e-mail or postal address. A telephone call will not be acceptable.
On receipt of notice within the cooling-off period, the Society will refund the sale price of goods if, and only if, they are returned in a re-saleable 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 for by the Society.
Payment of a refund will be made by the Society within 30 days of receipt of the returned goods in a re-saleable condition.
A charge of £1.00 per order plus postage & packing costs incurred by the Society will be deducted from the refund.
Refunds will be made by cheque or via Sage Pay.
No refunds will be made in respect of CDs where the customer has broken the seal or wrapper.
In the event of an overpayment authorized by the customer when ordering, a refund will be made, at the Society?s discretion, either by cheque or Sage Pay (dependent on the method used to make the original payment).
ALL Refunds will be subject to a deduction to cover costs as follows:-
Up to £20.00 a deduction of £1. 
OVER £20.00 a deduction of 3% of the total paid. 

Society services (non-deliverables)

No refunds will be made for membership subscriptions paid during the year. 
In the event of a duplicate payment for a membership or a renewal, a charge of £1.00 per order will be deducted from the refund. Refunds will be made by cheque.
If the Society has been asked to supply a service for a fee, then once the request and the fee for the service have been received by the Society it will start to process (please remember this service is operated by part time volunteers), the request and the no "cooling-off" period shall apply, with the consequence that no refund of fee shall be made even if the customer wishes to stop the research. 
Requests for the refund of fees for Society events will be considered on their merit. Where a cancellation of attendance is received prior to two weeks before the start date of the event, a full refund will be made. Later cancellations may not result in a refund. 
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. 
In the event that goods supplied are faulty, a refund or replacement will be made upon the return of the faulty goods. 
Notification of faulty goods should be made to the Society's Bookstall Manager within 28 days of receipt of the faulty goods. 

Contacting the Society's Customer Service

In the event of a query regarding an order placed please e-mail [email protected]

For general enquiries regarding the Society, please write to -

NFHS Enquiries,
Kirby Hall,
70 St Giles,

Alternatively e-mail :-[email protected]

Purchase enquiries e-mail :-
[email protected]