1.     Our Promise

TheShutterShack Ltd offers outstanding quality at great value. We work hard to make sure you are getting the best possible service at the best possible prices. We will fit your shutters to the best of our skills and ability and you will get a perfectly fitted quality product in your home.

2.     General

We only request details from you in order to process your enquiry and tailor the best customer service for you. So we will only ever use the information that we collect lawfully and are fully compliant with the Data Protection Act (1998). We will never pass on any information you give to us to a third party without your express permission.

3.    Lifetime Warranty

3.1  TheShutterShack Ltd offers a life time workmanship guarantee. Shutters are guaranteed for 3 years against warping, cracking, splitting and shrinkage, when shutters have been used in normal conditions.

3.2  Shutters fitted in wet rooms, toilets, bathrooms, kitchens or other rooms which are subject to high levels of moisture and/or direct water contact, are only guaranteed if you have chosen a waterproof shutter range.

3.3  Our shutters are manufactured to the highest standard with the best engineering and strongest construction available, creating an incredibly stable shutter. Various systems are in place to quality assure the manufacturing process and the final touches are handcrafted to ensure an impeccable finish. Because they are handmade, they will display characteristics of a handmade process. In particular small knots and grain patterns are natural and not considered imperfections.

3.4 Faults are benchmarked at a visible distance of 1.5 metres with the naked eye.

3.5 Colours may vary slightly between dye batches. Shutters ordered at different times may have variations in colour. Colours may vary slightly from colour samples.

3.6 When fully closed, shutters will darken the room but will not act as blackouts, light will still get through. In order to obtain a darker result, you can order integrated blackout blinds which will be fitted inside the shutter frame. We can provide such blackouts with most shapes and ranges.

4.     Proposal

Our proposal is our invitation to you to place an order, which you are free to accept or decline.

5.     Order

Your order is your offer to us to enter into a binding contract, which we are free to accept or decline.

6. Alterations to Windows and Surrounds between Ordering and Installation

Your order is based on the measurements taken at the time of survey. The shutters are made to measure for a bespoke fit according to those measurements. Any changes to the surrounds, reveals, sills of the windows, doors or areas where the shutters are to be installed are likely to result in the shutters not fitting. We will not be held responsible for the shutters not fitting as a result to any alteration in measurement caused by you or a third party employed by you or acting on your behalf. This includes changing the windows, plastering, re-plastering, decorating, changing/adding/removing sills, changing handles, changing the floor/carpet, skirting boards etc.  If the measurements have been altered in any way after our survey, we will not accept responsiblity and you will be liable for the full remainder of the amount, whether the shutters have been fitted or not. If you wished to order replacement shutters to fit the new measurements, they would need to be re-ordered at your full cost.

7.     Delivery & Installation

7.1  When you place the order and pay the deposit, you will be given an estimated time frame for installation, which will be confirmed as soon as the delivery date (to us) has been confirmed by our suppliers, usually the week before the delivery is due. The time frame provided is only an estimation and is based on standard square windows. Bays, tracks, larger windows and additional options such as blackouts or custom colours may increase the time frame. Shapes will add a couple of weeks to the time frame.  TheShutterShack Ltd shall make all reasonable endeavours to supply the goods within the timescale provided but may be affected by circumstances outside of our control (such as manufacturing delays, shipping delays and/or delays at port); failure to supply your goods within this period shall not constitute a breach of these terms and we will not be held responsible for any such delays. We will not accept responsibility for any damages or consequential loss or damage occurring as a result of such delays. We shall advise you of a delay as soon as is reasonably practicable and will do our best to re-schedule any arranged installations as soon as practically possible.

7.2  Once an installation date has been agreed and confirmed by both parties, an emergency or unforeseen circumstances may lead you or us to cancel the installation at short notice. There are no penalties incurred for this on either side and we will simply re-schedule another installation date as soon as practically possible. As we will, we ask that you do maintain the date unless circumstances do make it impossible to keep the booking, otherwise our business would become unsustainable.

Installations usually take place between the times of 9am and 6pm Monday to Friday.

7.3  It is your responsibility to supply safe access to the property during surveys, installations and service calls. It is also your responsibility to ensure the working area is safe, so that the area in which the work is to be carried out is cleared of furniture, plants, breakable items, pets, individuals etc.

7.4  All packaging, cardboard and rubbish generated for the installation will be disposed of by us, leaving you simply with beautiful shutters. Our installers always clean after themselves and endeavour to leave the area of work nice and tidy. You may wish to cover or remove items/furniture nearby, as there is a chance that some dust could get outside of the immediate working area.

7.5  Existing window/door coverings need to be removed prior to the arrival or the fitters. Any covering that would need to be removed by our installers in order to fit the shutters will be removed for a £30 charge and will not be disposed of.

8.     Payment

8.1  The price for the Goods and Services is stated on the Order. All prices are inclusive of the cost of delivery and any applicable taxes and VAT. A non-refundable deposit will be requested at the time of placing the order. Our preferred method of payment is Bank Transfer. We also accept Debit Card, most Credit Cards, Cash.  

8.2  Unless otherwise agreed in writing with TheShutterShack Ltd, invoices issued after completed shutter installations that remain unpaid 14 days after issue shall be subject to interest charged at 4% above the Bank of England base rate. The interest will accrue daily from 14 days after the due date and until payment is made.

8.3  The goods remain the property of TheShutterShack Ltd until full payment has been received. The customer’s right to possession of the shutters ceases 30 days after the due date for payment stated in the invoice or on the date that any agreed period of credit expires. Under these circumstances, TheShutterShack Ltd will have the right to repossess the shutters and any other goods supplied by TheShutterShack in the course of the installation.

9.     Refunds Policy

9.1  Our shutters are made to measure and once ordered, they are non-refundable in their entirety. This does not affect your statutory rights.

9.2  However, if you cancel the order before it has been processed (usually within 24 hours of receiving the deposit), we will give you a full refund.

10.     Remedial Work

10.1  In the unlikely event that the shutters did not fit due to a measure issue or a manufacturing issue, the shutters (or relevant part of it) will be replaced free of charge in the same way that the shutters were originally ordered. TheShutterShack Ltd will keep you appraised at all times during the replacement process and will endeavour to complete the installation as soon as practically possible. 

10.2 When an appointment is arranged for The ShutterShack to conduct some remedial work or/and replace a faulty part/shutter and the appointment is missed or cancelled with less than 2 hours notice, a charge of £50 will be incurred upon booking an alternative appointment to replace the missed one.

10.3  TheShutterShack Ltd will supply & install the product agreed and ordered by you and accepts no responsibility if the end result does not match with expectations in terms of colour or look.

11.  Supply Only

11.1      Supply only shutters are purchased by you for the purpose of self-installation.

11.2       The full cost of the product will be due prior to the order being processed by us.

11.3       The shutters are made to measure and therefore once ordered, they are non-refundable in their entirety. Returns will not be accepted.

11.4        However, if you cancel the order before it has been processed (usually within 24 hours of receiving the deposit), we will give you a full refund.

11.5       The shutters will be manufactured based on the measurements you supply to us. We will not be held responsible for any damages or consequential loss or damage occurring as a result of those measurements not matching the actual requirements of the space or the failure to successfully install them.

11.6     It is your responsibility to check the condition of the shutters upon delivery or collection. Once the goods have been delivered (or collected) and signed for, we shall not accept responsibility for any damage to the product. When the shutters are collected by the customer or a nominated third party, the risk and liability in the product passes onto the customer or third party collector, from the moment of collection.

11.7         Supply only shutters come with a 3 year manufacturer’s warranty. If your shutters have a defect in manufacturing, you must report it to TheShuttershack Ltd within 7 days. In the event of defective or damaged shutters needing to be replaced, we shall not be held responsible for any costs incurred by you -or any third party employed by you- for the fitting of the original shutters or refitting of the replacement shutters or other consequential damage.

11.8          If the product is deemed defective, we will offer replacement of the product or a suitable alternative determined by us.

12. Photographs

Photographs will be taken after most installations. They will be for our use only and for illustrative purposes on our website and social media. They will not be linked to any names or addresses and any house numbers would be blurred or removed from the photos. Please let us know if you would prefer that these photographs are not used.

13.  General Website Usage

13.1  All information on this website is provided in good faith and for general information purposes only. TheShutterShack Ltd provides no representations or warranties, including third party resources and websites hyperlinked from our site for your convenience and/or information, or other items used either directly or indirectly from this site. We reserve the right to make changes and corrections at any time, without notice.  We endeavour to ensure the accuracy of the information provided and accept no liability for any oversights or omissions on this site.

13.2 All information supplied on this website is subject to copyright protection and as such, copyright, trademarks and all other intellectual property throughout this website remains the property of TheShutterShack Ltd.

13.3 Reproducing the material and/or content of this site is only permitted for your own personal non-commercial use. It is strictly prohibited to reproduce in any way, copy, display, publish, broadcast or use this material in any commercial forum, unless explicitly authorised to do so by TheShutterShack Ltd.

13.4 All electronic links to this website require the consent of TheShutterShack Ltd.

13.5 We will categorically not change our bank account details in the course of our ordering process with you. If you fall victim to a phishing scam or other fraud and as a result send money to an account misrepresented as ours, you will still be liable for any outstanding invoices.