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New accounts
Please apply for an account using our online application form. If you would like a paper new account application form, please contact Retreat on 0870 8033428. Please allow up to 21 days for the application to be processed. If prompt delivery of your order is required, then this can be expedited by the means of pro forma payment by cheque or credit card.

Payments for pro forma orders must be received within 10 days of Retreat requesting payment. Orders can only be cancelled in writing. Cancelled pro forma orders will be subject to a restocking charge of 25% if cancelled after packing.

First order is strictly pro forma at the time point the product is ready to be shipped. Thereafter, subject to open account approval, all orders will be payable 30 days net. We reserve the right to re-debit your account with settlement discounts if deducted without prior agreement. We reserve the right not to process orders if an account is outside our terms. We reserve the right to charge interest under the late payments of commercial debts act (Interest) act 1998 as amended in 2001. All cheques are made payable to Retreat Home Ltd, and sent to Retreat Home Ltd, Unit 5, Wessex Rd Industrial Estate, Bourne End, Bucks SL8 5DT. To avoid postal delay, payment can be made by BACS, or with a credit card by phone, email or via our website.

Minimum orders
Minimum orders for shop owners:
The minimum order value is £150 ex VAT. Minimum order carriage paid is £400 ex VAT. Orders below this will be subject to carriage of £15.00.

Minimum orders for Websites and Mail Order:
The minimum order value is £350 ex VAT. Minimum order carriage paid is £400 ex VAT. Orders below this will be subject to carriage of £15.00.

Isle of Man, Isle of Wight, Scottish Isles:
Minimum order carriage paid of £550 ex VAT. Orders below this value are subject to carriage of £50.

Channel Isles and other exports:
Minimum order is £500 carriage paid to a UK mainland address.

The minimum carriage charge on furniture is £45.00, and carriage will be quoted at the time the order is placed.

NB Customers are only entitled to use Retreat photography if their order is carriage paid or over.

All goods sold are subject to our terms and conditions. We reserve the right to add surcharges where necessary and to alter orders to meet stated pack sizes. All sizes are approximate, as all our products are hand made. Variations in design and colouration are to be expected.
All prices may be subject to alteration and will be those prices active at the time of despatch. Prices are reviewed bi-annually and lists are available on-line or upon request.
All lighting fittings are UK fitting.

Retention of title and risk:
Retention of title is all monies. The title to the invoiced/ordered goods shall be retained by Retreat Home Ltd until all sums due on any account from the buyer to Retreat Home Ltd have been settled in full and received by Retreat.

Retreat reserves the right to charge interest under the late payments of commercial debts act (Interest) act 1998 as amended in 2001.

Retreat cannot be held responsible for any products altered by the purchaser.

Natural products
We work hard to guarantee the quality of our goods; however some natural differences will occur due to the handmade and natural nature of the product.

Postcode exclusivity
Retreat offers our clients postcode exclusivity on their selection on orders over £400 plus VAT. This exclusivity is for the duration of the current buying season only. Retreat will not accept returns due to stockist competition who take alternate styles or are out of postcode.

All prices are subject to VAT.

By law VAT must be charged at the rate applicable on the date of despatch. Therefore, VAT on your order confirmation may increase if there is a VAT increase takes place.

Shipping & Returns
Proof of deliveries must always be signed as “unchecked”. Lost or damaged stock cannot be compensated/replaced if the delivery was signed for as intact. Retreat cannot accept responsibility for notifying carriers (on behalf of the purchaser) of any claim for loss or damage or delay in transit, missing goods or non-delivery.  Any claims for loss or damages must be notified within 5 days of delivery, by email to [email protected] or telephone to 01628 471056.

Force Majeure:
If manufacture or delivery by normal routes or means of delivery or shipment of purchasers goods or part of them is delayed or made impossible by events beyond Retreat’s control, or an event falling within the meaning of force majeure and in particular strikes, lock outs, civil disturbances, war, Queen’s enemies, acts of God, epidemic, storm, flood, tempest, or accident of machinery, Government requirements, quota, or license restrictions. Retreat shall not be liable for the delay or failure to deliver which directly or indirectly is attributable to such events.

Orders can only be cancelled in writing. Any orders cancelled after the order has been picked and packed will be liable to a 25% restocking fee.
All balances under £25 may be cancelled unless otherwise agreed. If you wish to cancel a balance you must agree this in writing with Retreat. However if your notification is received after the goods have been packed/despatched from the origin a 25% restocking charge will be levied. If the goods have been made to order and the cancellation is received after production of the order has started, all charges incurred in the process to date will be levied to the buyer. We reserve the right to carry balances forward from season to season.

All bespoke products are made to order, therefore if cancellation is received after production has begun, bespoke products will be charged at the cost incurred to the stage cancellation is advised.

Goods should not be returned without prior authorisation. All agreed returns must be co-ordinated through the sales office and all credit claims submitted in writing. No change can be made to an order after packing. To qualify for a return the goods must be adequately packed and protected, arrive intact, in original packaging and in a saleable condition. We reserve the right to levy a 25% restocking charge where we deem applicable.

All export orders are on a pro forma basis only, and carriage will be charged accordingly.