Terms & Conditions

Shuttertec Ltd

1. About us and these terms

1.1 These terms apply to every order you place with Shuttertec Ltd for the supply, manufacture, delivery and installation of shutters, blinds, blind screens, fly screens, awnings and related goods and services (the “Goods” and “Services”).

1.2 We are Shuttertec Ltd, a company registered in England and Wales, company number 10266551, VAT number 495927821. Our address is 99 Lonsdale Road, Southend-on-Sea, Essex, SS2 4LP. You can contact us on 01268 956905 or at hello@shuttertec.co.uk.

1.3 “We”, “us” and “our” mean Shuttertec Ltd. “You” means the person placing the order.

1.4 If you are a consumer (an individual buying mainly for personal or household purposes), all of these terms apply to you. Nothing in them takes away your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1.5 If you are ordering for business purposes (for example as a developer, landlord, company or organisation), some terms apply differently. Clause 4 (right to cancel) applies to consumers only. Clauses 3.7 and 15.5 are written for business customers.

1.6 We will give you a copy of these terms with your quote, before you order, on paper or by email. Please read them and keep a copy. Placing an order means you accept them.

1.7 These terms were last updated on 30/10/2026. The version in force on the day you place your order applies to that order.

2. Quotes, orders and when a contract is formed

2.1 A contract between you and us only exists once we have accepted your order. This happens when both of the following have taken place:

• we have sent you written confirmation of your order (by email, message or signed document), and
• we have received your deposit.

2.2 Our order confirmation will set out what you are buying, the price, the deposit and balance, our estimated lead time, and any special installation requirements. Please check it carefully and tell us straight away if anything is wrong.

2.3 Quotes are valid for [30] days from the date shown. After that we may update the price.

2.4 Where we survey and measure your windows or openings, we are responsible for the accuracy of our measurements. You are responsible for checking that the product, style, colour, louvre size, layout and opening directions on your order confirmation are what you want, and for telling us about any mistake before manufacturing starts. If you give us the measurements yourself, you are responsible for their accuracy.

2.5 If you want to change your order after it has been confirmed, please tell us in writing. We will let you know whether the change is possible and what it would cost or how it would affect the lead time. Changes are not normally possible once manufacturing has started, but we will always tell you what we can do.

2.6 If we cannot accept your order for any reason, we will tell you and refund anything you have paid.

3. Prices and payment

3.1 The price you pay is the price on your order confirmation. For consumers, prices include VAT at the current rate. Any other charge that applies to your order (for example for difficult access) will be shown in your quote before you order.

3.2 You pay in two stages: a deposit of [percentage or amount] when you place your order, and the balance on completion of installation. If we have told you in writing before you order that the balance is due before the installation date, the balance is due then.

3.3 We accept bank transfer, debit card, credit card and cash. We do not charge a fee for any payment method.

3.4 We will give you a receipt or invoice for every payment.

3.5 If we have not received your deposit, we cannot start your order or confirm an installation date.

3.6 If an amount you owe is still unpaid 14 days after its due date, we may charge interest on it at 4% a year above the Bank of England base rate, calculated daily from the end of that 14-day period until payment. We will write to you before we charge interest. If the amount is still unpaid after that, we may pass the debt to a debt collection agency or start court action. We will not add our own recovery charges, but a court may order you to pay interest and costs.

3.7 If you are a business customer, the Late Payment of Commercial Debts (Interest) Act 1998 applies to late payments instead of clause 3.6, and we may charge the interest and fixed compensation it allows.

4. Your right to cancel (consumers only)

4.1 If you are a consumer and you place your order at your home, away from our premises, or by phone, email or online, you normally have the right to cancel within 14 days without giving a reason. The 14 days start on the day after the contract is formed (see clause 2.1).

4.2 Made-to-measure goods are an exception. The law says there is no right to cancel goods that are made to your specification or clearly personalised once you have ordered them. Almost everything we supply is made to measure, so please read this before you order: your order confirmation will state which items are made to measure and therefore cannot be cancelled under this clause. If your order includes any items that are not made to measure, you keep the 14-day right to cancel for those items.

4.3 If you have a right to cancel, you can tell us in any clear way, for example by email to hello@shuttertec.co.uk or by post to our address in clause 1.2. You can use the form at the end of these terms, but you do not have to. You must tell us before the 14 days end.

4.4 If you cancel under this clause, we will refund all payments you have made for the cancelled items within 14 days of receiving your notice, using the same payment method. We will not charge you for the refund.

4.5 If you want us to start work (for example a survey, design work or manufacturing) during the 14-day period, we will ask you to confirm that request in writing. If you then cancel, you must pay a fair amount for work we have already done up to the time you told us you were cancelling, in proportion to the full price. If you did not ask us to start work, you will not pay anything for the cancelled items.

4.6 This clause does not affect any other right you have to cancel or end the contract, for example if we do not do what we promised or the goods are faulty.

5. Deposits and cancelling after the cooling-off period

5.1 Your deposit secures your order and covers the costs we incur as soon as it is confirmed. If you have a right to cancel under clause 4 and use it, you get your deposit back as set out there.

5.2 If you have no right to cancel, or the 14 days have passed, your order is binding. If you cancel anyway, or we end the contract because you have broken these terms, we may keep from your deposit an amount equal to the reasonable costs we have actually incurred or committed to because of your order. These can include:

• survey and design work
• materials and components we have ordered
• manufacturing work already done
• reasonable administration costs

5.3 Costs are lower before manufacturing begins and higher afterwards. We will give you an itemised statement of what we are keeping if you ask, and we will refund any part of your deposit that is more than our costs. If our costs are more than your deposit, we may ask you to pay the difference, but never more than the loss we have actually suffered.

5.4 If we cancel your order (for example because a supplier cannot provide the goods), we will refund everything you have paid.

6. Products, samples and tolerances

6.1 We make your goods to the specification on your order confirmation. The goods will be of satisfactory quality, fit for their purpose and as described.

6.2 Where you chose from a sample, we will make the goods to match it, allowing for the natural variation described in clause 6.4. Screens and lighting can change how colours look, so please view samples in the room where the goods will be used.

6.3 We make shutters and related goods to the following tolerances, which are normal in our industry:

• overall panel and frame dimensions: plus or minus 3mm
• warp: no more than 3mm per 300mm
• horizontal middle rail position: may vary by up to half a louvre, depending on the shutter style and layout

Goods within these tolerances will not normally be treated as faulty.

6.4 Wood and other natural materials, and hand-applied finishes, vary. Small differences in colour, grain or finish between panels, and between panels and samples, are normal. We cannot promise an exact colour match to a sample. If you think a difference is more than the normal variation, tell us and we will look at it.

6.5 If you order extra goods later, the colour or finish may differ slightly from your existing goods because of batch differences and the effect of sunlight on the originals. We will tell you about this when you order, and where possible we will use a sample of your existing goods to match.

6.6 Standard shutters are not blackout products. There will be small gaps of light around the frame and between the louvres. If you need a dark room, tell us before you order and we will recommend a suitable product, such as blackout shutters or a blind screen.

6.7 Blinds with cords or chains come with child-safety devices. We will fit them. Please keep cords and chains out of the reach of children and follow the safety instructions we give you.

7. Delivery and lead times

7.1 The lead time on your order confirmation is our best estimate of when your goods will be ready for installation. It is not a guaranteed date unless we have agreed a specific date with you in writing.

7.2 The lead time starts once your order is confirmed, your deposit has been received, and any measurements, drawings or colour choices that need your sign-off have been signed off.

7.3 We will tell you as soon as we know about any delay, within 5 working days, and give you a revised estimate. We will take reasonable steps to keep delays to a minimum.

7.4 We are not responsible for a delay caused by something outside our reasonable control, such as severe weather, fire, flood, strikes, epidemics, government action, or a failure by a supplier or carrier that we could not reasonably have avoided (for example by using another supplier). If that happens, we will contact you, give you a revised estimate, and keep you updated.

7.5 If delivery or installation is delayed by more than 12 weeks beyond the estimated lead time, and the delay is not caused by you, you may cancel the affected items and we will refund everything you have paid for them. This is in addition to your legal rights if we fail to deliver on time.

8. Installation and access

8.1 We will agree an installation date and arrival window with you once your goods are ready. If we are running late on the day, we will call you.

8.2 We will carry out the installation with reasonable care and skill, protect your floors and furnishings, and tidy up when we finish.

8.3 To let us do the job properly, you must make sure that:

• we have clear access to the work areas, and a responsible adult is present (or you have agreed other arrangements with us)
• window openings are ready, and existing window coverings are removed unless we have agreed to remove them
• any building or decorating work around the openings is finished

Our installation guide at shuttertec.co.uk/installation explains how to prepare. It is guidance and does not reduce your legal rights.

8.4 We are not responsible for problems we could not reasonably have spotted at the survey, such as weak plaster or window surrounds, hidden pipes or wiring, structural defects in walls or openings, or poor paint adhesion (especially on new paint or fresh plaster). If we find a problem while we work, we will tell you and talk through the options before going on.

8.5 Where windows, recesses or sills are uneven or out of square, we may need to adjust or plane the goods to make them fit. This is normal fitting practice and is not a fault, as long as the finished installation looks and works as described.

8.6 Fitting can sometimes cause light chipping or lifting of paint or decorative finishes where frames meet walls, particularly where space is tight, surfaces are uneven, or paint or filler is fresh. We take care to avoid it and will point out any risk areas at the survey. We are not responsible for minor marking of this kind that happens despite our reasonable care. If damage is caused because we did not take reasonable care, we will repair it or compensate you.

8.7 If we cannot go ahead because of something within your control (for example no access, unfinished building work, or the openings not being ready), we may charge you our reasonable, actual costs for the wasted visit. We will tell you the amount before we charge it and will rebook the work.

8.8 When we finish, we will go through the work with you. Please tell us about any problems as soon as you can.

9. Storage

9.1 We aim to install your goods within 3 weeks of telling you they are ready.

9.2 If you delay installation for reasons within your control, we will store your goods free of charge for 2 months from the date we told you they were ready.

9.3 After that, we may charge storage at £15 per week including VAT. We will write to you before we start charging.

9.4 Stored goods stay at our risk (see clause 11).

10. Missed or late appointments

10.1 If you cancel or move an installation appointment with less than 24 hours’ notice, or nobody is available to give us access, we may charge a missed-appointment fee of up to £250. The fee reflects the cost of the fitting team’s time that we have reserved for you and cannot reuse at short notice.

10.2 We will not charge the fee if you could not attend because of illness, an emergency or another circumstance outside your control and you tell us as soon as you reasonably can, or if the change was down to us.

10.3 We will rebook your installation once the fee has been paid.

10.4 If we need to cancel or move an appointment, we will tell you as early as we can and rebook at a time that suits you. If we cancel at short notice without good reason, we will refund reasonable costs you can show you have incurred because of it.

11. Ownership and risk

11.1 The goods stay ours until we have received full payment. Until then you must not sell them or give them away. If payment is overdue and you still have not paid after we have written to you, we may arrange to collect the goods, but only with your agreement or under a court order.

11.2 Risk of loss or damage passes to you when installation is complete. Until then the goods are at our risk, including while we store them.

12. Guarantees and warranties

12.1 The guarantees below are on top of your legal rights, not instead of them. By law, goods must be of satisfactory quality, fit for purpose and as described, and our installation must be carried out with reasonable care and skill. You can bring a legal claim for faulty goods for up to six years (five in Scotland), depending on how long the goods could reasonably be expected to last.

12.2 Goods we supply and install are covered from the date installation is completed by the manufacturer’s warranty for the product:

Product	Warranty period
Paulownia hardwood shutters	15 years structural, 5 years colour fastness
Endurance hardwood shutters	15 years structural, 5 years colour fastness
MDF shutters	10 years structural, 5 years colour fastness
Basswood shutters	10 years structural, 5 years colour fastness
PVC shutters	20 years
Perfect Fit shutters	10 years
Blinds	1 year
Blind screens (internal)	5 years
Blind screens (external)	2 years
[Awnings, fly screens, skylight blinds, motors]	1 year

12.3 We guarantee our installation workmanship for 12 months from the installation date. If a fault is caused by our workmanship, we will put it right free of charge. Your legal right to installation with reasonable care and skill lasts longer than this.

12.4 Guarantees do not cover:

• normal wear and tear
• misuse, accidental damage, or damage from alterations or repairs by someone else
• damage from excessive moisture or condensation, except for products designed for wet areas and used as intended
• gradual, even fading from ordinary sunlight. The colour-fastness warranty covers fading beyond what is normal for the product

12.5 Minor imperfections that cannot be seen from about five feet (1.5 metres) in normal lighting are not normally treated as faults.

12.6 Our guarantees apply once your invoice has been paid in full. This does not affect your legal rights. Where a guarantee comes from the manufacturer, we will handle the claim for you.

13. Faults, repairs and complaints

13.1 If something is wrong with your goods or installation, please tell us as soon as you notice. Contact us by phone, email or WhatsApp with your name, address, a description of the problem and, if you can, photos.

13.2 We will reply within 4 working days and aim to inspect the problem within 10 working days.

13.3 If your goods are faulty or not as described, your legal rights include:

• the right to reject the goods for a full refund within 30 days of delivery
• after that, the right to a repair or replacement, and if that is not possible or does not work, a price reduction or refund
• if the installation was not done with reasonable care and skill, the right to have it done again, and if that does not work, a price reduction

13.4 We will put right any fault covered by a guarantee or by your legal rights at no cost to you. None of the charges in clause 14 apply to them.

13.5 If an inspection shows the problem is not covered by a guarantee or your legal rights, we will explain why. Clause 14 then applies, but only if we told you the charge before the visit.

13.6 If you are unhappy with our service, write to hello@shuttertec.co.uk or to our address in clause 1.2. We will acknowledge your complaint within 5 working days and aim to give you a full response within [28] days.

13.7 If we cannot resolve a complaint, you may be able to use an approved alternative dispute resolution (ADR) provider. For free independent advice you can also contact Citizens Advice.

14. Service calls and charges outside guarantee

14.1 These charges apply only to visits that are not covered by a guarantee or your legal rights (see clause 13.4). All amounts include VAT.

Service	Charge
Service visit	£80 for the first hour, then £50 per extra hour, up to £250 per day
Standard slat replacement	£50 for the first two slats, then £10 for each extra slat
Call-out where the problem turns out not to be covered	£100

14.2 We will tell you the applicable charge and get your agreement before we attend a visit that may be chargeable.

15. Our liability

15.1 Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence
• fraud or fraudulent misrepresentation
• defective products under the Consumer Protection Act 1987
• anything else the law does not allow us to limit, including your legal rights as a consumer

15.2 If we break these terms or fail to take reasonable care, we are responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it is an obvious consequence of our actions or if you and we both knew about it when the contract was made.

15.3 We supply goods for private and household use. We are not liable to you for loss of profit, loss of business or business interruption.

15.4 We are not responsible for loss or damage caused by something that is your responsibility under these terms, such as incorrect information you gave us or not providing access.

15.5 If you are a business customer, our total liability to you for any one order is limited to the price you paid for that order, and we are not liable for indirect or consequential loss, to the extent the law allows. Clause 15.3 does not apply to you.

16. Photos and social media

16.1 We like to photograph finished installations for our website, Instagram, Facebook and other marketing. We will ask for your permission, either on your order form or in person on installation day. You can say no, and it will not affect your order.

16.2 If you agree, we will not show your name or address, and we will avoid house numbers, street names and personal belongings. We may name the town or county. You can withdraw your permission at any time by emailing us, and we will stop using the photos in future posts and remove them from our own channels as soon as we reasonably can. We cannot recall copies others have already shared.

16.3 We may invite you to leave an honest review on Google, Reviews.io or elsewhere. You never have to.

17. Your data

17.1 We use your personal data (such as your name, address, contact details, order and payment details, and photos if you agree) to give you quotes, make and install your goods, take payment, handle guarantees and comply with the law.

17.2 Our Privacy Policy explains what we collect, why, how long we keep it and your rights, including the right to see, correct or delete your data and to complain to the Information Commissioner’s Office. You can find it at [link to privacy policy page].

17.3 We will only send you marketing if you have agreed to it. You can opt out at any time.

18. General

18.1 These terms, together with your quote and order confirmation, are the whole agreement between us. Information we give you before the contract (such as in your quote, drawings or brochure) forms part of it where the law requires.

18.2 Any change to the contract must be agreed in writing by both of us. Email counts as writing.

18.3 You may not transfer your order to someone else without our written agreement. We may transfer our rights and duties to another business only if it does not reduce your rights, and we will tell you.

18.4 Only you and we have rights under this contract. Nobody else can enforce it.

18.5 If any part of these terms is found to be unenforceable, the rest still applies. If we do not enforce a right straight away, we do not lose it.

18.6 Notices must be in writing. We will send them to the contact details on your order, and you can send them to the address or email in clause 1.2.

18.7 Our website is for general information and may be updated. Photos on it are examples, and colours may look different in your home. Links to other sites are for convenience and are not an endorsement. Please do not misuse the website, for example by trying to gain unauthorised access or introducing harmful code. That may be a criminal offence under the Computer Misuse Act 1990.

19. Governing law and disputes

19.1 These terms and any dispute about them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

19.2 If you live in Scotland or Northern Ireland, you may also bring a claim in the courts where you live, and the mandatory consumer protections of your home country still apply to you.

Annex A: Model cancellation form

Complete and return this form only if you wish to cancel your contract under clause 4. You do not have to use it.

To: Shuttertec Ltd, 99 Lonsdale Road, Southend-on-Sea, Essex, SS2 4LP. Email: hello@shuttertec.co.uk

I/We [delete as appropriate] hereby give notice that I/We cancel my/our contract for the supply of the following goods or the provision of the following service: [description of goods or service].

Ordered on [date] / received on [date] [delete as appropriate].

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date: