Terms of use and sale

These Terms and Conditions govern your use of the Shutter World website, and any purchase of the products and services we supply.

Wherever these terms say “we”, “us”, “our” or “Shutter World”, they mean Shutter World. “You” and “your” mean the customer or the website user.

How to contact us

Business

Shutter World

Address

Wilman Post, Ossett, West Yorkshire, WF5 8DL, United Kingdom (by appointment only)

Telephone

08707 545 300

Email

sales@shutterworld.co.uk

Website

shutterworld.co.uk

Before you place an order, please read these terms with care. Along with them, the terms for an individual purchase include the agreed quotation, the order confirmation and any other written terms supplied to you.

These terms do not exclude or restrict any consumer rights that the law does not allow to be excluded or restricted.

You are allowed to use our website for any lawful purpose, in line with these terms.

You agree that you will not:

• use the website in any way that breaks applicable laws or regulations
• try to get unauthorised access to our systems, our data or the website
• interfere with the security or operation of the website
• commercially exploit, copy or reproduce content from the website without our written permission, unless the law permits it.

We try to keep the website accurate and available. We cannot guarantee, though, that access will be uninterrupted or that no page will ever have errors. Where we need to, we may change, update or remove content on the website.

The website gives general guidance. The product, price, specification and service arrangements that apply to you will be in your quotation or order confirmation.

The shutters we supply are made to measure for interior windows, and come in a choice of styles, materials, colours and finishes.

Our illustrations, product photographs, visualiser images and colour samples are intended as a guide. The actual products may differ slightly because of lighting, screen settings, batch variations, manufacturing processes or the natural characteristics of the material.

If colour or finish is especially important to you, ask us for a physical sample before you confirm your order, if one is available.

Grain, texture and colour can vary in natural wood. That is normal for a natural material, and it is not automatically evidence of a defect in the product.

We will try to make sure that your quotation or order confirmation accurately records the product specification we agreed with you.

Unless we say otherwise in writing, a quotation is based on the products, services, measurements and specifications we discussed with you at the time we prepared it.

Your quotation will show the price that applies, along with any extra charges we have agreed, for example for survey, delivery or installation where relevant.

A quotation does not become a confirmed order until it is accepted in the manner Shutter World specifies and we have confirmed our acceptance of the order.

If, once the quotation or order is agreed, you ask us to change the styles, colours, finishes, materials, measurements or any other specification, we may need to revise the price and the delivery arrangements. We will explain any changes we propose before we go ahead.

Before an order is accepted, we may correct any genuine error in a price or description. Should we find an error once the order has been accepted, we will get in touch to agree a suitable way to resolve it. We will not use this provision to take away your rights under consumer law.

We manufacture many of our shutters to the individual measurements and specifications of each customer.

Before you confirm your order, go through the quotation and the order details with care, and check in particular:

• the material and product range
• the finish and colour
• the configuration and measurements of the window or door
• the louvre specification, panel arrangement and shutter style
• cut-outs, special shapes or any other bespoke requirements
• survey, delivery and installation arrangements, where they apply
• the payment terms and price.

Manufacture follows the specification agreed in your order confirmation.

Spotted an error in an order confirmation? Please get in touch as soon as you can. Once manufacture is under way, it may not be possible to make the changes you ask for, or they may cost extra, and we will talk any such costs through with you.

Bespoke products may have different cancellation and return rules from standard goods that are not customised. Even so, you keep your legal rights when goods are faulty, are not as described or in any other way fall short of what consumer law requires, even if they were made to measure.

If your order includes a survey or measuring service, we will agree an appointment with you, and we will take reasonable care to record the measurements and specifications that matter.

Please make sure that our surveyor has safe, reasonable access to the windows and doors concerned and the areas around them.

Where you give us your own measurements, their accuracy is your responsibility, unless you have expressly agreed another measuring or installation service with Shutter World.

Tell us about anything that could affect how your shutters fit or work, such as obstructions, uneven surfaces, unusual window shapes or alterations to the building.

Should the site conditions or measurements change once the order is confirmed, get in touch with us before manufacture or installation starts.

Your quotation or order confirmation will state the payment amount, any deposit, the balance due and the payment dates.

You agree to pay what is due, as those agreed terms set out.

We will get in touch to look for a resolution if a payment is late. Whatever steps we take if you do not pay will be subject to the contract and to the law that applies.

If you have a question about an invoice, or think a payment was made in error, please let us know promptly.

Your order will include confirmation of the delivery and installation arrangements.

We will estimate delivery and installation dates as accurately as we reasonably can, and tell you clearly when a date is only an estimate and not a confirmed appointment.

If something delays the work, we will let you know when it is reasonably practicable to do so and talk through what happens next. Your statutory rights over delivery and performance are not affected.

Please have the property reasonably ready for us to deliver or install, with safe access. Let us know beforehand about parking limits, restricted access or anything else that may affect the appointment.

If installation is part of your order, your quotation sets out the scope of the work. It does not cover decorating, repairs, unrelated building work or alterations to the property, unless we have expressly agreed to it.

Check your delivery as soon as you reasonably can. If anything looks damaged or is missing, contact us promptly, ideally within 14 days, and send photographs where you can. This request is there to help us look into the problem and sort it out quickly. Any statutory rights you have remain in place.

Products made to measure need manufacturing tolerances. For shutter dimensions, we state a manufacturing tolerance of approximately ±2 mm, unless we expressly agree a different one in writing.

On larger shutter panels you may sometimes see movement, slight deflection or a change in alignment, caused by humidity, temperature, the characteristics of the material or changes in the environment around them.

How much a variation matters depends on the circumstances, the product specification, and whether the product complies with the contract and the legal requirements that apply. A claim for a faulty product, or one that departs from the agreed specification, will not be ruled out automatically because of a dimensional tolerance or a natural characteristic of the material.

Please follow the guidance on care and maintenance that comes with your shutters.

On qualifying shutter purchases, Shutter World provides a guarantee, subject to the guarantee terms below. It costs you nothing extra, and it sits apart from your statutory consumer rights.

10.1 How long the cover lasts

Qualifying shutters supplied by Shutter World are covered. If any product in your order is not covered, or has a different guarantee period, we will point this out in the order documentation that relates to it.

10.2 When cover begins

Cover starts when the covered shutters are delivered and lasts for the period shown above that applies.

You do not need to register separately, but please keep your invoice, order confirmation or other proof of purchase.

10.3 Colour fastness (10 years)

Covered shutters are guaranteed against qualifying defects in colour fastness under normal indoor conditions.

This does not cover normal ageing, fading from prolonged direct sunlight, or changes brought about by incorrect cleaning or unsuitable environmental conditions.

10.4 Workmanship (10 years)

Covered shutters are guaranteed against qualifying defects in workmanship for 10 years from delivery, as long as they have been kept in a suitable environment and correctly used and maintained.

10.5 Hardware (5 years)

Subject to these terms, the guarantee covers the hardware and operating components that come with covered shutters against qualifying defects for 5 years from delivery.

10.6 Exclusions

Problems with any of these causes are not covered:

• accidental damage, neglect or misuse
• normal wear and tear through everyday use
• prolonged direct sunlight that fades or changes the finish
• unsuitable environmental conditions, including excessive heat, condensation, water or moisture where the product is not suited to those conditions
• incorrect cleaning or maintenance, including excessive water, unsuitable cleaning products or abrasive materials
• natural characteristics of wood, including variations in colour, grain and texture, or minor differences between replacement parts, individual shutters and samples
• display products and samples, unless cover for them has been expressly confirmed in writing
• missing items or damage that were visible on delivery but were not reported to Shutter World within 14 days of delivery.

The exclusions only apply where an issue falls outside the guarantee's cover as described. None of them takes away or limits the statutory rights or remedies your purchase carries.

10.7 How to claim

If you think a fault covered by the guarantee has developed in your shutters, get in touch as soon as you reasonably can once you find the problem.

Please send us:

• your name and how we can reach you
• proof of purchase or your order number
• what the problem is, and when it first appeared
• where you can, clear photos showing the shutter or component affected.

Before we decide whether the issue is covered, we may ask for more information or arrange an inspection.

If we accept a claim, an appropriate remedy, which depends on the type of fault and the circumstances, may include repair or replacement of the shutter or component affected. After assessing the claim, we will tell you the remedy we propose.

Because of ageing, production differences or natural variation in materials, a replacement part or product may vary a little in colour or appearance. Anything we replace under this guarantee stays covered for the rest of the original period, and a replacement does not automatically come with a fresh guarantee period.

Call-out charges, shipping, taking shutters down or putting them back up, and associated work are not routinely covered by the guarantee. This limit falls away wherever your statutory rights legally require Shutter World to provide or pay for a remedy or cost.

10.8 Your rights in law

Your statutory rights sit alongside this guarantee, which does not limit or replace them. That includes your rights under the Consumer Rights Act 2015 and under any other consumer protection legislation that applies.

Goods that are faulty, not as described or below the standards the law requires may give you legal rights, with or without a guarantee in force.

Our 10-year guarantee page has the full guarantee information.

Want to cancel or change an order? Contact us as soon as you can, by phone on 08707 545 300 or by emailing sales@shutterworld.co.uk.

The rights you have to cancel depend on the circumstances of the order, the type of product or service we supply, and the way the contract was made.

Certain made-to-measure goods may be exempt from the statutory change-of-mind right to cancel that some distance and off-premises contracts carry. Your rights still stand if goods are faulty, are not as described or in some other way fail to comply with the contract.

We will tell you about any cancellation terms and lawful charges that apply before we go ahead. No part of this section is meant to remove any right consumer law gives you, such as a right to cancel, a refund, a repair or a replacement.

We try to settle customers' concerns fairly and without delay.

If you are concerned about a guarantee claim, the quality of a product, or your order, delivery or installation, please use the details below:

Email

support@shutterworld.co.uk

Telephone

08707 545 300

Address

Shutter World, Wilman Post, Ossett, West Yorkshire, WF5 8DL, United Kingdom (by appointment only)

To help us look into it, tell us your order number and describe the issue.

We will go through what you send us and tell you what happens next. A complaint process never replaces your statutory rights. It sits alongside them.

Unless we say otherwise, Shutter World owns, or has permission to use, the text, graphics, images, branding and other original content on our website.

You are welcome to view and use the website for your own personal, non-commercial purposes. Without our prior written permission, you must not commercially exploit, modify, distribute or reproduce our content, except where the law permits it.

We may include links to third-party websites or services on our website, for convenience or information.

Those websites are outside Shutter World's control, and we are not responsible for what they contain, whether they are available or how they handle privacy. Read the third party's own terms and privacy policy before you use its services.

Any responsibility Shutter World has under applicable law is unaffected by this section.

We handle personal information as our Privacy Policy and the applicable data protection legislation require.

Cookies and similar technologies may be used on our website, as set out in our Cookies Policy. Those policies explain what data we collect, how we use it and what choices you have, so please read them.

You can find both policies on the Shutter World website.

These terms do not exclude or limit liability where the law prohibits such an exclusion or limitation.

In particular, these terms leave your statutory consumer rights intact, and they do not exclude liability for anything the law says cannot be excluded or limited.

With that in mind, and as far as the law allows, Shutter World is not responsible for any loss that is not a reasonably foreseeable result of our breaching the contract or another legal duty.

Liability on a particular order will be assessed under the contract and the applicable law. Nothing in this section takes away a remedy you have under consumer legislation.

We may revise these Terms and Conditions now and then, for instance to keep up with changes in our services, products or legal obligations.

The current version, with its revision date, will be on our website. A change will not retrospectively take away rights already arising under an existing contract. If an existing order is affected by a change, the terms and legal requirements relevant to that order are the ones we will apply.

The law of England and Wales governs these terms, unless mandatory consumer protection laws provide otherwise.

If you are a consumer, the mandatory legal protections of the country you live in may also apply to you. These terms do not set out to take away any protection the law does not allow to be excluded.

Questions about your order, the Shutter World guarantee or these Terms and Conditions? Please contact us:

Business

Shutter World

Address

Wilman Post, Ossett, West Yorkshire, WF5 8DL, United Kingdom (by appointment only)

Telephone

08707 545 300

Email

sales@shutterworld.co.uk

Website

shutterworld.co.uk

© Shutter World. All rights reserved.