Terms and Conditions


1. Definition
a.) In these conditions Otter House/Otter House Ltd/The Seller means Otter House Ltd, company number 2655839, whose registered office is Otter House Ltd, Exebox, Matford Park Road, Matford, Exeter, Devon, EX2 8FD.
b.) The Buyer/customer/purchaser means the company or person so described in the order/purchase order.

2. Price
a.) Otter House Ltd shall be entitled to charge the buyer the amount of value added tax on all invoices at the prevailing rate.
b.) Goods will be invoiced on despatch.

3. Terms of Payment
a.) Payment will be due in accordance to your agreed payment terms.
b.) We reserve the right to withhold further deliveries until any overdue amounts are paid in full.
c.) We reserve the right to charge interest on overdue accounts at the rate of 2% per month.

4. Deliveries
a.) UK Mainland – Free shipping for orders of more than £150. This can be made up of Otter House stock including cards, gifts, ceramics, stationery and Christmas cards and wrap or Calendars and Diaries and dated stock. These orders cannot be mixed to cover the carriage charge and need to be two separate orders.
b.) UK Mainland - For orders of less than £150, shipping will be charged at £12.00 per order.
c.) For shipping costs to any other location, delivery will be invoiced at an agreed price between the buyer and the seller which will be subject to our normal terms of business.
d.) Claims in respect of short deliveries or damage to goods in transit must be notified within 7 days of receipt of the goods. Telephone notification must be confirmed in writing.
e.) Any date of delivery given shall be deemed to be an estimate only.

5. Substitution
Unless we receive written instructions to the contrary, we shall substitute the nearest product available for any item which is out of stock at the time of ordering.

6. Retention of title
Notwithstanding delivery of the Goods and passing of risk in the Goods, the Goods shall remain the absolute property of Otter House Ltd until payment for the goods has been received in full from the buyer.

7. Cancellations
a.) If you wish to cancel an order you must inform us in writing or via email before three days of the delivery date. b.) If we receive your order cancellation instruction before we have dispatched the goods to you, you shall be entitled to a full refund of the total order price.
c.) If we receive your order cancellation after we have dispatched your goods to you, then you may not cancel your order. However, you are entitled to return the goods to us in accordance with the below returns policy.

8. Returns
a.) Goods not required must be returned within 14 days of receipt and you must notify Otter House via email or in writing within 7 days of receipt. Items must be returned in the original, unopened packaging and be in a re-saleable condition.
b.) Bespoke items purchased specifically for the customer cannot be cancelled or returned once the order has been placed.
c.) In all circumstances, the prior agreement of Otter House Ltd must be obtained by the customer before the return of goods.

9. Credit Accounts
a.) New customers can apply for a credit account. Please call 01392 824300 and ask to speak to the Sales Administration team or email sales@otterhouse.co.uk. Applications will be assessed and the appropriate checks made. The applicant will then be informed in writing if credit will be offered and under what terms.
b.) We reserve the right to amend or terminate credit facilities at any time if:-
i. Any sum is owing and overdue
ii. The customer is in breach of any term of their contract.
iii. The Buyer enters any composition or arrangement with its creditors or becomes bankrupt or insolvent.

10. Sale of Calendars on a returnable basis
a.) Calendars will be invoiced when dispatched. Payment for 60% of the total invoice value is payable by 1st December 2024. No credits will be issued if this payment has not been made.
b.) Calendar stock is limited and some titles may become unavailable, especially later in the season. We reserve the right to substitute any unavailable titles up to a maximum of 10% of your order.
c.) You will be sent paperwork towards the end of December which contains your start of sale information. We recommend your calendar sale starts on or soon after Boxing day. You should complete the forms we provide you to count and record your remaining stock of returnable calendars, title by title, as well as the total quantity on the date your sale starts and send it back to us. We will then be able to issue your start of sale credit.
d.) Calendars must be offered for sale until at least 31st January 2025 or returnable terms will be forfeited.
e.) The back cover of any unsold stock must be returned to us, at your expense, by 16th March 2025. Any returns after this date will not be accepted. On receipt the returns, a credit note will be issued. The balance on your account will then be due for payment within 7 days.
f.) Any calendars ordered by the customer direct will be subject to a returns cap of 20% of the invoiced value.

11. Sale of Calendars on a non-returnable basis
Calendars will be invoiced when dispatched. Payment in full will be due in accordance to your agreed payment terms.

12. Supply of stands and display units
Any stand supplied to you is solely for displaying stock supplied by Otter House Ltd. The stand remains the property of Otter House Ltd. These will be loaned to you free of charge. If the stand is no longer required, it must be returned to us at your cost.

13. Customer Data Protection
We do not sell, trade or rent any personal information to any third parties under any circumstances. Otter House Ltd is committed to protecting our customer’s privacy and data at all times and complies with the data protection laws applicable to the UK. We do reserve the right to email you from time to time with updates on our product ranges and special offers as part of this agreement.

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