Terms of Sale

We are Shutter Design Limited, registered in England and Wales (company number 10477976), trading as Shutters Design. Our registered office is at 20 Wittering Close, Kingston Upon Thames, KT2 5GA, England.

You can contact us at info@shuttersdesign.co.uk or 0777 612 3386. Any notice you give us under these terms must be in writing, sent by email to info@shuttersdesign.co.uk or by post to our registered office.

In these terms: "we", "our", and "us" mean Shutters Design. "You" and "your" mean the customer placing an order. "Goods" means the made-to-measure plantation shutters and related products manufactured to our specification by our manufacturing partners and supplied by us. "Services" means the design consultation, measuring, installation, and aftercare we provide. "Contract" means the agreement between you and us for the supply of Goods and Services. "Order Confirmation" means the written confirmation we issue once your order has been accepted and the deposit received.

A quotation we issue is valid for 30 days from the date of issue and is not a binding offer. The contract between us is formed only when we issue you an Order Confirmation in writing, following your acceptance of our quotation and payment of the 50 percent deposit.

Once the contract is formed, the specification of your Goods (style, material, colour, louvre size, frame type, dimensions) is fixed. Any changes after this point may affect the price, lead time, and our ability to fulfil the order.

We use reasonable skill and care to describe the Goods and Services accurately. Photographs, samples, and finishes shown at consultation are representative but cannot guarantee exact colour or grain matches on natural materials such as hardwood.

The Goods are made-to-measure to dimensions confirmed at the home survey. We are responsible for the accuracy of those dimensions. You are responsible for ensuring the property remains accessible for the survey and installation visits, and for notifying us of any structural changes to the windows (replacement, renovation) before manufacture begins.

The price of your Goods and Services is set out in the quotation we provide following the home survey. The quotation shows the total consumer price, including every mandatory charge or tax that applies.

Payment is made in two instalments. A deposit of 50 percent of the total price is payable on order confirmation, before manufacture begins. The balance of 50 percent is payable on the day of installation, after a walkthrough of the completed work and once you have confirmed that you are satisfied.

We accept payment by bank transfer. Other payment methods may be available by arrangement. If a payment is overdue, we will contact you and may pause work or delivery that has not yet been completed. This does not affect your statutory rights or any remedy available to you where Goods or Services do not meet the contract.

Because the Goods are made to your specifications, the 14-day statutory cancellation right does not apply under the made-to-measure exception in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The made-to-measure exception applies from the outset; we do not ask you to waive a statutory right when manufacture begins.

You may ask us in writing to cancel before we make an irreversible manufacturing or procurement commitment. If we accept the request, we will refund payments already made less any direct net loss caused by the cancellation. We will explain any deduction and take account of costs we save and reasonable steps to reduce that loss.

After an irreversible manufacturing or procurement commitment has been made, we may not be able to accept a cancellation request. If an order does end at your request, any amount we retain or ask you to pay will be limited to our direct net loss caused by the cancellation after costs saved and reasonable mitigation. The full balance does not become payable automatically, and we will provide a written explanation of the calculation.

Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 if the Goods turn out to be faulty, not as described, or not fit for purpose.

We will agree an installation date with you once manufacture is complete. Our typical lead time from order confirmation to installation is around 2 to 3 weeks for the British-made Express range and around 8 to 9 weeks for the Plan & Save range, although larger or more complex orders may take longer.

Installation dates are estimates and are not contractually binding unless we have agreed them in writing as essential to the contract. If we are delayed for reasons within our control we will agree a new date with you. If we are delayed by more than 30 days from the original agreed date for reasons within our control, you may cancel the order and we will refund the deposit in full.

You agree to provide reasonable access to the property on the installation date, to clear the immediate area around the windows being fitted, and to be present (or have an authorised adult present) during the installation and the final walkthrough.

Where installation is delayed by a genuine event outside our reasonable control, such as severe weather or major transport disruption, we will notify you and agree a new date as soon as practicable.

Risk in the Goods passes to you on completion of installation. Title to the Goods remains with us until we have received payment in full of the price for the Goods.

The manufacturer of our Goods provides the following guarantee against defects in materials, workmanship, paint adhesion, mechanical operation, and structural integrity: 5 years on Hardwood shutters and 10 years on Polycomposite shutters.

The guarantee covers manufacturing defects only. It does not cover damage caused by misuse, neglect, accidents, or modification, damage caused by exposure to standing water on Hardwood shutters (which are not rated for wet rooms), damage caused by household cleaners, solvents, abrasives, or improper maintenance, normal wear and tear, or colour variation and slight movement of natural timber that is within manufacturing tolerance.

To make a guarantee claim, contact us at info@shuttersdesign.co.uk or 0777 612 3386 with photographs and a description of the defect. We will assess the claim and, if it is a covered defect, arrange the manufacturer remedy, which may include repair, replacement, or refund at our discretion.

The manufacturer guarantee is in addition to your statutory rights as a consumer and does not affect them.

Nothing in these terms limits your statutory rights under the Consumer Rights Act 2015. In summary, the Goods we supply must be of satisfactory quality, fit for purpose, and as described. The Services we provide must be carried out with reasonable care and skill. If you believe the Goods or Services do not meet these standards, contact us at info@shuttersdesign.co.uk as soon as reasonably possible and we will work with you to put it right.

If you are dissatisfied with any aspect of our service, please contact us at info@shuttersdesign.co.uk or 0777 612 3386. We will acknowledge your complaint within 5 working days and aim to resolve it within 30 days. If you remain dissatisfied, you may seek independent advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133) or from your local Trading Standards office.

We are not responsible for a failure or delay caused by an event genuinely outside our reasonable control, such as severe weather, fire, flood, industrial action, major transport disruption, war, terrorism, or government action. We will contact you as soon as reasonably possible and take reasonable steps to reduce the effect of the event.

If the event lasts longer than 60 days, either you or we may end the affected part of the Contract by written notice. We will refund payments for Goods or Services that have not been supplied. Any adjustment for a part already supplied will be explained and will not affect your statutory rights.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded under English law.

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Contract or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or, when the Contract was formed, both you and we knew it might happen.

We are not responsible for loss or damage that was not foreseeable. Nothing in this section limits the remedies available to you under the Consumer Rights Act 2015 or any other mandatory consumer law.

Our Privacy Policy explains how we process personal information in connection with enquiries and orders. It provides information about that processing; accepting these terms is not consent to optional analytics or direct marketing. Where consent is needed, we ask for it separately and you can withdraw it.

We may update these terms from time to time to reflect changes in our practices or the law. The version that applies to your order is the version in force on the date your Order Confirmation is issued.

A person who is not a party to these terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these terms.

If any provision of these terms is held to be invalid or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. If you live in another part of the United Kingdom, you retain any mandatory right to bring proceedings in the courts where you live.