Terms & Conditions

Refunds Policy provided for e-commerce by The Shutter Store. Please read full terms before ordering with us.

Throughout these terms and conditions, Goods refers to shutters or window dressings as supplied by The Shutter Store UK Ltd (and herewith referred to as TSSUK Ltd) and purchased by you.
Us, Our, Ours, We refers to The Shutter Store UK Ltd.

You, Your, Yours refers to the person whose purchasing the goods from TSSUK Ltd for personal purpose.

1. Our Contract
1.1 This website constitutes an online shopping facility for You to purchase window dressings at retail price for the purpose of self-installation. A contract between You and Us shall be deemed legally binding upon acceptance of Your order. Acceptance of Your order will be confirmed by an e-mail which will be sent to You upon receipt of Your order.

2. Price
2.1 The price as detailed on the order summary section will be the price payable for the Goods. This price includes all applicable UK taxes.
2.2 Upon acceptance of Your order as per section 1.1, We shall debit the price of the Goods from Your chosen method of payment.

3. Order Cancellation by You (Custom-made Goods)
3.1 Orders may only be cancelled & refunded if you request this before the production of your shutters begins. Production only begins after You have accepted your finalised order, following the phone call with our team.
3.2 Orders which proceed to production following Our office phone call with You, cannot later be cancelled. As soon as order details are agreed over the phone, the production process begins that same day. It may sometimes be possible to amend the paint colour but only if this stage of the process has yet to commence. Please speak to our team for clarification.

4. Order Cancellation by Us
4.1 In certain situations it may be necessary for Us to cancel Your order. This may be due to a production issue with Our manufacturing plant, or other circumstances outside of Our control. In the event of this occurring We will notify you via e-mail and re-credit any money debited at order placement.
4.2 We will not be liable for any compensation payment in the event of order cancellation by Us.
4.3 TSS Ltd will have no liability whatsoever to You for any damage or consequential loss caused by TSS Ltd cancelling Your order in accordance with clause 4.1 above.

5. Product Description
5.1 TSSUK Ltd has done everything in it's power to ensure that the information as displayed on this website is accurate, correct and true. If You are in any doubt about the information as conveyed by Us, please contact Our support team prior to order placement.
5.2 As with all wooden products, shading differences may occur between the colours as displayed and that seen in the finished Goods as purchased by You. We cannot accept any returns or authorise any refunds for any disappointment resulting from natural shading variations.
5.3 As the product is viewed online, colour variations do occur between monitors. We therefore recommend customers request a free sample slat from our website before purchasing as We cannot be held liable for any variations between colours viewed online and the finished product received.
5.4. On request, we may be able to supply a custom colour paint finish for an additional charge. TSSUK Ltd is not responsible if the paint finish is not a 100% match with other household products, although every reasonable effort will be made to ensure the accuracy of the finished product.
5.5 All goods should be fully inspected by You prior to installation. You must check that the goods are in accordance with Your purchase order both for measurements and design prior to installation.

6.Product Measurements & Tolerances 
6.1 TSSUK Ltd has done everything in its power to ensure that the website provides as much information as possible to assist You in achieving correct measurement of Your window for Your window dressings. Please refer to Our website for instructions regarding measurements. Please note that if You are in any doubt about the measurements taken, please contact Our support team prior to order placement. You are solely responsible for the dimensions supplied to Us and confirmed by You prior to the production of Your order.
6.2 If the measurements You supply to us vary from Your actual requirements we cannot accept any liability for any consequential losses either direct or indirect and cannot accept return of the Goods or issue a refund in respect of the Goods, provided that the Goods have been manufactured in accordance with the measurements You supplied to us.
6.3 The design image generated by Our site (when You submit your dimensions) is for illustration purposes only. The image may not be an exact representation of the number of slats or size of rail you will receive in your actual order. If you require exact confirmation of these design details prior to production please contact Our support team before submitting your order.
6.4 On receipt of your order Our staff will call You to confirm You have understood Our measuring guides. For all Inside Mounted Shutter orders we advise You that a standard deduction of 4mm from Your submitted width and height dimension is made, this is for ease of installation. You may choose not to follow this advice at your own risk.  
6.5 Manufacturing tolerance levels of overall panel and frame specifications are +/- 2mm, and the product will not be considered defective if falling within the size range. Warp on any component part, vertical or horizontal, shall not exceed 1mm per 300mm.
6.6 If you the customer decide to use the cut out templates to assist with measuring please note the following. It is the responsibility of You the customer to ensure you follow our guidelines in printing the templates correct to scale. Any discrepancies in the shutters which is due to this guide not being followed correctly will therefore be the full responsibility of the customer. If you measure with templates, they must always be included in your overall shutter dimensions.

7. Product Design 
7.1 As this is a custom-made product You are responsible for choosing and confirming the final design. Our staff may make recommendations however the final decision on preferred design is Yours and will be detailed on your ‘Confirmed Invoice’. You should not accept a revised order if you do not understand or agree with the design details as shown.
7.2 If You have any specific design requirements, or wish to match an existing order, You must make our team aware of this prior to order placement and check that any requirements are noted on Your order before accepting the final version.
7.3 Our Shutters are designed to allow the louvres/slats to be closed in an upwards direction only.
7.4 Mid-rail locations are subject to adjustment at manufacturing to ensure that ‘whole’ numbers of slats can fit in any given panel and min/max top and bottom rail sizes are achieved. If the midrail location is critical to Your design You must advise Us before Your order is finalised for production. Please ensure any such request is noted on your Order before You accept the final version.

For shutters originally purchased between March 2014 and 25th April 2018:
(Classic MDF, Phoenix Hardwood & Waterproof ABS)
For 47mm louvres, the midrail could move by +/- 23.5mm – the midrail size is 76mm
For 64mm louvres, the midrail could move by +/- 32mm – the midrail size is 76mm
For 76mm louvres, the midrail could move by +/- 38mm – the midrail size is 76mm
For 89mm louvres, the midrail could move by +/- 44.5 mm – the midrail size is 76mm
For 114mm louvres, the midrail could move by +/- 57mm – the midrail size is 76mm
 
For shutters originally purchased on or after 26th April 2018:
(Essential Shutters, Harwood Shutters & Waterproof Shutters)
For 64mm louvres, the midrail could move by +/- 25mm – the midrail size is 64.8mm
For 64mm louvres, the midrail could move by +/- 25mm – the midrail size is 82.6mm
For 89mm louvres, the midrail could move by +/- 30mm – the midrail size is 82.6mm
For 114mm louvres, the midrail could move by +/- 30mm – the midrail size is 101.6mm
 
7.5 Top and Bottom Rails
Top and Bottom rails are adjustable in size and determined by the manufacturer to ensure that ‘whole’ numbers of slats can fit in any given panel and the panels have adequate structural integrity. The manufacturers will supply shutters with top and bottom rail sizes within the following range;
 
For panels with 47mm louvres; 76mm – 135mm Top/Bottom Rail size
For panels with 64mm louvres; 76mm* – 135mm Top/Bottom Rail size
For panels with 76mm louvres; 76mm* – 135mm Top/Bottom Rail size
For panels with 89mm louvres; 76mm* – 135mm Top/Bottom Rail size
For panels with 114mm louvres; 76mm* – 150mm Top/Bottom Rail size
*For Tier on Tier shutters ordered online on or after 26/04/18 top and bottom rails may be supplies to a revised minimum size of 60mm at the factory’s discretion.
 
You may not choose the size of the top and bottom rails and do not have the option to reject a finished item on the basis of Top/Bottom Rail size. Where items are similar in height and/or design, but not identical, it is likely that Top/Bottom Rail sizes will vary. Please make Us aware if any items on Your order need to be considered in relation to one another.
 
7.6 Hidden Tilt Rod
Where the distance between Top, Mid and Bottom rails is greater than 1300mm at any point, will automatically have the hidden rod centrally split. This is a manufacturing stipulation to aid even louvre closure. If You require a split in a specific location You must request this before finalising the order for production and ensure this request is detail on your revised order before You accept it.
 
For shutters originally purchased between March 2014 and 25th April 2018:
(Classic MDF, Phoenix Hardwood & Waterproof ABS)
The Hidden Tilt Rod mechanism is located within the stile of the panels and cannot be seen once the panel is constructed. This option is subject to a 10% surcharge.
 
For shutters originally purchased on or after 26th April 2018:
(Essential Shutters, Harwood Shutters & Waterproof Shutters)
The Hidden Tilt Rod is located on the back of each panel and is a visible metal rod. Whilst it is discreet, please note the Hidden Tilt Rod can still be seen once the panel is constructed. There is no surcharge applicable to this option.
 
7.7 Tier on Tier Shutters
Tier on Tier shutters are constructed by hanging two tiers of panels within the same frame. This allows for greater flexibility and light control. This type of shutter is still subject to the rules as specified in term 7.5 which means that any given Tier on Tier shutter may have up to 270mm -300mm of combined solid rails surrounding the Split Location dividing the two tiers of panels.
 
8. Delivering Your Goods
8.1 We will dispatch Your Shutters as soon as the goods are ready. While We quote a lead time of 8-10 weeks for delivery of Your standard shutters or 3-5 weeks for Your Express Shutters, these are estimates only and time is not of the essence. While We make every effort to ensure that delivery times are met We cannot accept responsibility for any damage or consequential loss arising out of any delay. In addition to this, if you are booking a third party (an installer or carpenter) to install your shutters, please do not confirm any dates with them until you have taken delivery of all of your shutters. This may include occasions where the courier may need to split your shutter delivery over two separate consignments. 
8.2 On delivery of your shutters please ensure boxes are in good condition. You must sign the courier’s delivery note and if damage has occurred ensure this is noted on accepting the goods. TSSUK Ltd will not take any reasonability for goods damaged in transportation, which have not been signed for as ‘damaged'. 
8.3 Mainland UK, Northern Ireland, Scottish Islands & Highlands and Channel Islands orders have a charge equivalent to 3% of the order value. There is a minimum charge of £15 and a maximum charge of £50 per delivery. 
8.4 Channel Islands orders have a charge equivalent to 6% of the order value. There is a minimum charge of £50 and a maximum charge of £100 per delivery.
8.5 Delivery to Europe (including Eire) will incur some additional charges. Please contact our team for prior confirmation or submit order through website and we will contact you to confirm charges. 
8.6 All orders are delivered by 3rd party couriers, usually TNT. Please note your Goods will be taken to the outside of the property only. 
8.7 Ownership & title of the goods will pass to You upon delivery.

9. Liability
9.1 As the product is installed by You or a third party, TSSUK Ltd cannot accept any responsibility for damage made to the product at installation. You are provided with full instructions however if You do not understand any part of the procedure please contact Our support team for help before You attempt to install.
9.2 If You choose to pay a third party for the purpose of installing the goods and problems arise during installation We will not accept any liability for the work carried out by such third parties.
9.3 We give no warranty as to the fitness of the product supplied other than that of an internal window dressing. Other installation and uses are at Your own risk.
9.4 We will make every effort to advise You how best to design your shutters in accordance to our best practises. However, We cannot accept liability if you are dissatisfied with the finished design, as the final design choice is Your responsibility.  

10. Defective Goods
10.1 All Goods as supplied by TSSUK Ltd are covered by a guarantee against defects in craftsmanship or materials. The guarantee period is as follows: Shutters 36 Months
The applicable guarantee period begins when the Goods are delivered to You. If Your goods arrive damaged or there is a defect in manufacturing, You must report this to the TSSUK Ltd OFFICE WITHIN 7 DAYS OF RECEIPT OF THE GOODS. Any issues You report to Us need to be accompanied by photographic evidence. TSSUK Ltd cannot be held responsible for any damage or defect once the 7 day reporting time has lapsed.
10.2 We shall not be held liable for any costs incurred by You or any third party who has been employed by the You to install the shutters. In the event of defective or damage shutters needing to be replaced, we shall not be responsible for any costs incurred by You for the refitting of the replacement shutters or for room decorating.
10.3 If the Goods are deemed defective, We will not automatically issue You with a refund. We will offer You replacement of the Goods or a suitable alternative as deemed by us.
10.4 Goods that have been used in unsuitable conditions (excessively humid or in a high moisture environment or using interior shutters in an exterior environment) or having been subjected to irregular use may not be deemed acceptable for return as detailed in clauses 9.1- 9.3
10.5 The Goods are made from a natural material, as such minor imperfections not readily apparent at a distance of four feet, under ordinary light will not be accepted as defects

11. Payment Security
11.1 We pledge to You to retain all credit card and payment information within a completely secure environment, doing everything within Our power to ensure no other party outside of TSSUK Ltd has access to this information.

12. Governing Law
12.1 This contract is subject to the English Law and the exclusive jurisdiction of the English courts.
We reserve the right to change these Terms and Conditions without prior notice.

13. Competitions
13.1 From time to time promotions may be offered direction, via marketing partners or third parties. Any discount codes offered cannot be used in conjunction with any other offers. TSSUK Ltd does not guarantee that the discount is the lowest available price at the time of purchase. Discounts cannot be combined with other offers or promotions.
13.2 The Competition is not open to employees and relatives of TSSUK Ltd nor any other employees of the TCMM Shutter Group or anyone connected with the running of this Competition.
 
14. Trade Account Holders 
14.1 You should assume that all assets on TSSUK Ltd website is copyrighted and cannot be used without prior written consent.
14.2 On approval of your trade account, dedicated images and technical information can be supplied for your website use or marketing material. In order to use these assets it is a requirement that you retain an active trade account. If your business also sells shutters from another supplier, it is our requirement that you utilise that said suppliers photography to correctly illustrate that product. TSSUK Ltd reserves the right to revoke permissions at any time should you fail to observe this. If either party end the trade partnership, or you cease ordering with TSSUK Ltd all imagery and assets supplied remain the sole property of TSSUK Ltd and must be returned within 3 months of closing the account.
14.3 Anything you transmit to us by email or otherwise become the property of TSSUK Ltd and may be used for marketing or training purposes.
14.4 Trade Accounts may not be used in conjunction with any special offers, promotions or coupon codes unless explicitly stated. 

15. Pre-Christmas Delivery Promotion 2018 - Delivery Terms 
15.1 Standard Orders must be placed online by the advertised deadline (22/10/18)
15.2 You must be available to discuss your order with our team within 1-2 working days of placing your order. 15.3 After we have discussed your order by telephone we will send you a link to confirm the final order. Your order must be confirmed by Wednesday 24/10/18 to qualify. On successful confirmation you will be sent a Confirmed Invoice and an email to indicate that your order is going into production – if you don’t receive this please contact us urgently.
15.4 If you confirm your order in time (as above) but do not receive your order before Christmas (on or before Friday 21/12/18) based on your own availability to receive the goods, we cannot offer any refund of delivery charges or discounts against your order.
15.5 If you confirm your order in time (as above) but do not receive your order before Christmas (on or before Friday 21/12/18) due to a delay caused by manufacturing, shipping or a courier error we will agree to refund your delivery costs (£15-£50) as compensation only. No further discounts, refunds or cancellations will be given.
15.6 Applies to mainland UK deliveries only. 
15.7 Due to extreme high demand for air freight in late November/December We cannot guarantee pre-Christmas delivery of Express shutters. 

 
The Shutter Store UK Ltd 2018