Terms and Conditions
Consumer Terms & Conditions
The Home Shutter Company Limited
Registered in England and Wales – Company No. 11133331
These Terms & Conditions apply to consumers purchasing products and services wholly or mainly for personal use.
Please read these Terms carefully before placing your order.
Nothing in these Terms affects your statutory consumer rights.
1. About These Terms
1.1 “We”, “us” and “our” means The Home Shutter Company Limited.
1.2 “You” and “your” means the customer placing the order.
1.3 These Terms apply to the products and installation services supplied by us.
2. Quotations and Orders
2.1 All initial quotations and estimates provided by us are valid for 30 days from the date of issue, unless otherwise stated. Quotations are provided on an indicative basis and do not constitute a binding contract until the proposal has been accepted, signed and alongside any required deposit.
2.2 When you approve a quotation or place an order, you are making an offer to purchase the products and services described in that quotation.
2.3 A binding contract is formed when we confirm acceptance of your order and receive the required deposit.
2.4 The price and specification of your order will be as stated in your accepted quotation.
2.5 Prices include delivery and installation unless stated otherwise.
3. Made-to-Measure Products
3.1 Our shutters are bespoke products manufactured to measurements and specifications taken specifically for your property.
3.2 Once production has commenced, changes to the specification may not be possible.
3.3 Natural timber may contain variations in colour, grain, texture and appearance. These are characteristics of natural materials and are not necessarily defects.
3.4 Minor imperfections which are not readily apparent from approximately four feet away under normal domestic lighting will not normally be considered defects.
3.5 Custom Colour Matching & Finishes: Where products are ordered in a specific paint colour, stain, or colour match (including RAL or third-party paint codes):
a. Colour matches are provided as an approximate representation. Due to variations in manufacturing processes, substrates, lighting conditions, paint sheens, and natural material absorption, an exact 100% colour match cannot be guaranteed; and
b. We accept no liability for minor variations in tone, batch finish, or sheen level between shutter components, physical samples, or existing property fittings.
4. Measurements and Property Alterations
4.1 We will take the measurements required to manufacture your shutters.
4.2 You must notify us before making alterations to the windows or surrounding areas after final measurements.
4.3 This includes changes to windows, frames, plastering, tiles, window boards, handles, alarms, trims or other items which may affect the installation.
4.4 We will not be responsible for fitting issues caused by alterations made after our final measurements where we were not informed of those alterations before manufacture.
5. Installation
5.1 We will carry out installation with reasonable care and skill.
5.2 The appropriate installation method will be determined according to the construction and condition of the window and surrounding area.
5.3 Shutters may be fixed to window frames, masonry, plasterboard, tiled surfaces or other suitable fixing points.
5.4 Where reasonably required to complete the installation, finishing materials such as decorators' caulk, silicone or colour-matched battens may be used.
5.5 Existing windows, frames, walls and reveals may not be perfectly level or square. Appropriate finishing materials such as colour matched batten or decorators caulk may therefore be required to achieve a suitable finished appearance.
5.6 If you are not present at survey or installation, shutters will be installed in accordance with our standard practices unless otherwise agreed in writing.
6. Delivery and Lead Times
6.1 Any manufacturing, delivery or installation dates provided are estimates unless we expressly agree a fixed date in writing.
6.2 Typical lead times are:
Wooden shutters: in excess of 95 days.
EU-manufactured UPVC shutters: in excess of 30 days.
6.3 Lead times may be affected by manufacturing schedules, transport, shipping, customs and circumstances outside our reasonable control.
6.4 If our supply of the products is delayed by an event outside our reasonable control, we will contact you where reasonably possible and take steps to minimise the effect of the delay.
6.5 Nothing in this clause affects your statutory rights.
7. Payment
7.1 Unless otherwise stated in your quotation, a deposit of 50% of the total order value is payable when the order is placed.
7.2 The remaining balance is payable on completion of installation unless otherwise agreed by us in writing.
7.3 If payment is not made when due, we may take reasonable steps to recover the outstanding amount.
7.4 Payment Withholding & remedial work: If, upon completion of installation, you identify minor defects or snagging items which do not render the shutters non-functional or unusable:
a. You must pay the outstanding contract balance on completion, less a reasonable retention amount representing only the estimated value of the unresolved defect or missing component;
b. You may not withhold full remaining payment for minor cosmetic items or snagging points; and
c. Any retained amount will become immediately due and payable upon our remedy of the identified defect or completion of the snagging work.
8. Cancellation and Changes
8.1 Our shutters are bespoke, made-to-measure products manufactured specifically to the measurements, specification and design agreed for your property.
8.2 Because our products are made to your individual requirements, the statutory right to cancel applicable to some distance or off-premises contracts does not apply to goods made to the consumer’s specifications or clearly personalised, subject always to your statutory rights.
8.3 In addition to your statutory rights, we voluntarily allow you to cancel your order within 24 hours of our acceptance of the order, provided manufacture has not already commenced.
8.4 If you realise that an error has been made in your order, or you wish to request a change to the agreed specification, you must contact us as soon as possible.
8.5 We will let you know whether the requested change is possible. Where a change can be made, we will advise you of any resulting change to the price, specification, manufacturing time or estimated installation date before proceeding.
8.6 Due to the bespoke and made-to-measure nature of our products, once manufacture or production of your order has commenced, cancellation or changes to the order may no longer be possible. Where we are able to accommodate a requested change after this stage, additional costs and revised lead times may apply.
8.7 If you ask to cancel the contract after manufacture or production has commenced, and we agree to the cancellation, we may deduct or charge an amount reflecting the reasonable costs and losses already incurred or committed in connection with your bespoke order.
8.8 Where your order includes installation or other services, any separate statutory cancellation rights applicable to those services will be dealt with in accordance with applicable consumer law.
8.9 Nothing in this clause affects your statutory rights where the products are faulty, misdescribed, do not conform to the contract, or where we have otherwise failed to comply with our legal obligations.
9. Light Control
9.1 Standard shutters are not blackout products and some light penetration should be expected around frames, panels and louvres.
9.2 Where an integrated blackout blind is supplied, it is designed to substantially reduce light but does not guarantee complete blackout.
10. If There Is a Problem
10.1 If you have any concerns regarding your shutters or installation, please contact us as soon as reasonably possible.
10.2 We may ask you to provide photographs or other information so that we can assess the issue.
10.3 Where necessary, you must allow us reasonable access to inspect the products or installation.
10.4 Where we are responsible for a defect or installation issue, we will provide the remedy required by applicable consumer law.
10.5 You should give us a reasonable opportunity to inspect and, where appropriate, remedy an issue before arranging third-party work at our expense.
11. Warranty
11.1 Our products are supplied with the warranty applicable to the relevant product and component, as set out in our warranty documentation.
11.2 Our warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.
11.3 Warranty cover does not apply to defects or damage caused by misuse, accidental damage, unauthorised repair, alteration, inappropriate maintenance, water ingress, moisture ingress, condensation, rising damp, flooding or other moisture-related conditions, or failure to follow applicable care instructions.
11.4 If the products are removed, tampered with, modified or altered by you or an unconnected third party, warranty cover may be affected in accordance with the applicable warranty terms.
11.5 Full details of the warranty, including the applicable periods and exclusions, are contained within our separate Product Warranty.
12. Our Responsibility to You (Limitation of Liability)
12.1 We are responsible for foreseeable loss or damage caused by our failure to comply with the contract or by our failure to use reasonable care and skill.
12.2 We are not responsible for loss or damage which was not reasonably foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
12.3 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for:
Death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors;
Fraud or fraudulent misrepresentation; and
Your statutory rights in relation to the products and services under the Consumer Rights Act 2015.
12.4 Financial Limit on Liability: Subject to Clause 12.3, our total aggregate liability to you for any losses, damages, costs, or claims arising out of or in connection with the contract shall be limited to the total value of the contract paid by you under your accepted order.
12.5 Exclusion of Business & Indirect Losses: We supply products and services under these Terms for domestic and private use only. If you use the products for any commercial, business, or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, loss of business opportunity, or loss of earnings. We are also not liable for any indirect or consequential loss, including expenses for temporary window coverings or alternative living arrangements.
12.6 Pre-existing Damage & Property Conditions: We accept no liability for damage or repair costs resulting from:
Pre-existing structural weaknesses, deteriorating window frames, loose mortar, or flaking plaster adjacent to fixing points that occur during standard drilling or installation executed with reasonable care and skill;
Spontaneous cracking, stress fractures, or failure of existing window glass, double-glazed units, or vacuum seals during standard installation, except where directly caused by our proven failure to exercise reasonable care and skill;
Removal or disturbance of existing blinds, curtains, tracks, or window dressings where you requested their removal prior to fitting;
Minor cosmetic dust, debris, or fixing holes reasonably required to secure frames, which are standard installation requirements; or
Interference with electrical wiring, telephone lines, alarm systems, or window mechanisms located near the installation zone where we were not advised of their exact presence prior to fitting.
13. Ending the Contract
13.1 We may end the contract if you materially breach your obligations, including where you:
a. fail to make payment when due;
b. fail to provide information reasonably required to fulfil the order; or
c. do not provide reasonable access to enable us to deliver or install the products.
13.2 Where appropriate, we will give you a reasonable opportunity to correct the issue before ending the contract.
13.3 If we end the contract because you have breached it, we may deduct or charge reasonable compensation for the net costs we incur as a result.
14. Changes to Products
14.1 We may make minor changes to products where necessary to comply with legal or regulatory requirements or where minor manufacturing changes are required, provided that those changes do not materially affect the product supplied.
14.2 If a material change to the agreed product specification becomes necessary, we will contact you.
15. Data Protection
15.1 We process personal information in accordance with applicable data protection legislation and our Privacy Policy.
15.2 Calls may be recorded for training, quality assurance and record-keeping purposes.
15.3 We may take photographs where reasonably necessary for surveying, installation records, quality control or warranty assessment.
16. Complaints
16.1 If you have a complaint regarding our products or services, please contact us so that we have an opportunity to investigate the matter.
16.2 Our complaints procedure is available on request.
16.3 Nothing in our complaints process affects your statutory consumer rights.
17. Governing Law
17.1 These Terms are governed by the laws of England and Wales.
17.2 Nothing in this clause affects any rights you may have as a consumer regarding where legal proceedings may be brought.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.