TheShutterShack Ltd

1. Our Promise

TheShutterShack Ltd is committed to providing outstanding quality at excellent value. We strive to deliver the best possible service and competitive pricing. Our expert fitters will install your shutters with care and skill, ensuring a perfect fit and a high-quality product in your home.

2. General

We only collect information necessary to process your enquiry and tailor our service to your needs. All personal data is handled lawfully and in full compliance with the Data Protection Act (1998). We will never share your information with third parties without your explicit consent.

3. Lifetime Warranty

• 3.1 TheShutterShack Ltd offers a lifetime workmanship guarantee for as long as the original purchaser owns the shutters.

• 3.2 Manufacturer’s warranty: Hardwood and Faux Wood shutters come with a 10-year guarantee against warping, cracking, splitting, and shrinkage under normal use. Colour fastness is guaranteed for 5 years, stainless steel components for 5 years, and hardware and integral blinds for 1 year.

• 3.3 Shutters installed in wet rooms, bathrooms, kitchens, or other high-moisture environments are only guaranteed if a waterproof shutter range has been selected.

• 3.4 Our shutters are crafted to the highest standards, using robust engineering and strong construction techniques. Quality checks are performed throughout manufacturing, and final finishes are hand-applied. Natural characteristics such as small knots and grain patterns are inherent to handmade shutters and are not considered defects.

• 3.5 Visible faults are assessed at a distance of 1.5 metres with the naked eye.

• 3.6 Colour variations may occur between dye batches or between ordered batches at different times. Colours may also vary slightly from samples.

• 3.7 When fully closed, shutters will reduce light but do not provide blackout conditions. Integrated blackout blinds (for standard shapes only) are available and must be ordered and installed simultaneously with the shutters. These blinds fit within a deeper shutter frame.

• 3.8 The shutter frame is manufactured according to the shutter type selected. Frames for waterproof shutters or those with blackout blinds differ slightly but maintain a consistent overall appearance.

• 3.9 Waterproof shutter orders automatically include stainless steel (nickel-coloured) hinges designed to preserve waterproofing. Replacing these hinges will void the warranty.

For full details on BBSA standards, see:

• BBSA Customer Code of Practice

• BBSA Product Characteristics

4. Proposal

Our proposal is an invitation for you to place an order, which you may accept or decline.

5. Order

Your order is an offer to enter into a binding contract with us, which we may accept or decline.

6. Alterations to Windows and Surrounds between Ordering and Installation

Orders are based on measurements taken during the survey. As our shutters are bespoke and made to measure, any alterations to windows, reveals, sills, or surrounding areas after the survey—such as window replacements, plastering, decorating, or changing handles—may result in ill-fitting shutters. We are not responsible for such issues caused by third-party alterations or by you. You will be liable for full payment regardless of fit. Replacement shutters to accommodate new measurements will be charged in full.

7. Delivery & Installation

• 7.1 After order and deposit payment, an estimated installation timeframe will be provided and confirmed upon delivery from our suppliers. This timeframe is an estimate and may vary depending on window size, shape, and custom features such as blackouts or special colours. We will make reasonable efforts to meet these timescales but are not liable for delays due to circumstances beyond our control (e.g., manufacturing or shipping delays). We will notify you promptly of any delays and reschedule installation as soon as possible.

• 7.2 Either party may cancel a confirmed installation appointment due to emergencies or unforeseen events without penalty. However, we encourage maintaining scheduled dates where possible to support business sustainability.

• 7.3 You must provide safe, unobstructed access during surveys, installation, and service visits. Please clear furniture, plants, pets, and fragile items from the work area.

• 7.4 While we take care to protect your property during installation, minor touch-ups such as filling or repainting around the shutter reveal may occasionally be necessary due to the bespoke fitting process. Such minor DIY finishing is your responsibility.

• 7.5 If removal of skirting boards, tiles, or other attachments is required to fit the shutters, we will remove and make good the area but cannot be held responsible for reattachment or redecorating, which will be your responsibility. Any such removal and replacement is a goodwill gesture.

• 7.6 We will dispose of all packaging and rubbish, leaving the area clean. Please remove or cover nearby furniture to protect from dust.

• 7.7 Existing window or door coverings must be removed prior to installation. If removal is required by our fitters, a £30 charge will apply; removed coverings will not be disposed of.

• 7.8 Replacement of window handles may be necessary to allow shutters to fit correctly or operate integrated blinds. If not replaced by you prior to installation, a £25 per handle charge applies. Replacement is only performed if necessary.

• 7.9 Windows fitted close to shutters may be difficult to lock/unlock with keys. You may need to leave windows unlocked or arrange key modification.

8. Payment

• 8.1 Prices include delivery and VAT. A non-refundable deposit is required to place your order. Preferred payment is by bank transfer; we also accept debit/credit cards and cash.

• 8.2 Final Invoices unpaid 14 days after issue will incur interest at 4% above the Bank of England base rate, accruing daily until payment.

• 8.3 Ownership of goods remains with TheShutterShack Ltd until full payment is received. Non-payment after 30 days may result in repossession.

• 8.4 Failure to pay voids the warranty.

• 8.5 If you delay installation after delivery, we offer free storage for up to 28 days. Beyond this or if storage capacity is exceeded, you must collect the shutters or pay for alternative storage (approximately £120 per calendar month). A further 25% payment will be required upon delivery for storage, and the remaining 25% before or at installation. Failure to take delivery or arrange installation within 4 months may be considered breach of contract, resulting in disposal of shutters without refund and additional cost claims.

9. Refunds Policy

• 9.1 Shutters are bespoke and non-refundable once ordered.

• 9.2 Orders cancelled before processing (usually within 24 hours of deposit) qualify for a full refund.

10. Remedial Work

• 10.1 Faulty or mismeasured shutters will be replaced free of charge after photographic or video evidence and a description of the fault are provided.

• 10.2 In the case of minor or cosmetic imperfections that do not affect the structural integrity or operation of the shutters, The ShutterShack reserves the right to carry out proportionate remedial works before a replacement is considered. This includes repairs such as filling, repainting, and adjustments to achieve a high-quality finish. A replacement will only be offered if, after completion of the remedial works, the issue remains unresolved to a reasonable standard.

• 10.3 Missed or cancelled remedial appointments with less than 24 hours’ notice will incur a £50 rebooking fee.

• 10.4 We supply and install products as ordered and are not responsible for dissatisfaction due to colour or appearance differences.

• 10.5 Any damage caused during installation must be reported within 5 days of installation. Claims made after this period will not be accepted.

• 10.6 We are not liable for unforeseeable damage or costs unless caused by our negligence. Any pre-existing damage is not our responsibility.

11. Supply Only

• 11.1 Supply-only shutters are intended for self-installation (DIY). While TheShutterShack Ltd is happy to assist with measuring and ordering, installation is undertaken entirely at your own risk and responsibility.

• 11.2 We ensure your shutters are manufactured to the measurements you provide or approve. However, window recesses, walls, and sills are rarely perfectly square—particularly in older properties or homes with uneven plasterwork or splayed reveals (where the opening may be wider at one end). These irregularities can be difficult to detect during the measuring stage.

• 11.3 As a result, minor adjustments during installation—such as trimming plaster, packing out frames, or gently adjusting shutter frames—are often necessary to achieve a level and proper fit. This is a normal part of shutter fitting and should be expected, especially with self-installation.

• 11.4 If you are uncertain or have concerns about installation, we strongly recommend consulting a professional installer or carpenter. TheShutterShack Ltd is available to offer guidance prior to installation but cannot accept responsibility for problems or damage resulting from self-installation.

• 11.5 Full payment is required before processing supply-only orders.

• 11.6 Supply-only shutters are bespoke and non-refundable once ordered.

• 11.7 Orders cancelled before processing qualify for a full refund.

• 11.8 We accept no liability for issues caused from your own installation.

• 11.9 Risk passes to you upon delivery or collection. Please inspect shutters immediately.

• 11.10 Supply-only shutters carry the same manufacturer’s warranty. Defects must be reported within 7 days.

• 11.11 We may replace defective products or provide suitable alternatives but do not cover installation costs or consequential losses.

12. Photographs

We may take installation photos for marketing purposes, anonymized to protect privacy. Please notify us if you do not wish to be included.

13. General Website Usage

• 13.1 All information on this website is provided in good faith and for general purposes only. We disclaim warranties regarding third-party links or content.

• 13.2 Website content is protected by copyright owned by TheShutterShack Ltd.

• 13.3 Personal, non-commercial use of the website material is permitted; commercial reproduction requires permission.

• 13.4 External linking to this site requires consent.

• 13.5 We will never change bank details during the ordering process; please beware of fraud.

• 13.6 If unable to fulfill your request, we may forward your enquiry to trusted partners unless you specify otherwise.

14. Complaints

For details on how to raise a complaint with us, please refer to our Complaints Policy. Our procedures comply with the BBSA Customer Code of Practice.