Terms of business

ShutterLove South Ltd (company number SC595385), trading as ShutterLove (“ShutterLove”, “we”, “our”, “us”), is the business you contract with. These Terms of Business set out the agreement between us and you, our customer.

They apply to everything we supply, including:

• interior shutters, including skylight and shaped shutters
• blinds of all types, including motorised blinds
• curtains, tracks, poles and headings
• motorised and smart-home controlled products
• associated hardware and accessories
• surveys, measuring and design advice
• supply of goods, whether supply-only or supply and fit
• installation
• aftersales and guarantee services

Consumer customers and business customers

Most of our customers are consumers: individuals buying wholly or mainly for purposes outside a trade, business, craft or profession. Some clauses in this document apply only to business or trade customers, and those clauses say so expressly. Where a clause is marked as applying to business customers, it does not apply to consumers.

Nothing in these terms removes or reduces the rights you have under consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any part of these terms conflicts with a right you cannot legally be deprived of, your legal right applies.

Throughout this document, these words carry the following meanings:

• “Customer”, “you”, “your” means the person or organisation named on the Quotation and Order Confirmation.
• “Consumer” means an individual buying wholly or mainly for purposes outside a trade, business, craft or profession.
• “Business Customer” means any customer who is not a Consumer, including trade, developer, landlord and commercial customers.
• “Goods” or “Products” means the shutters, blinds, curtains, motors, tracks, hardware, accessories and components we supply.
• “Services” means the survey, measuring, delivery, installation, aftercare and any other work we agree to carry out.
• “Quotation” means the written estimate we issue, describing the Goods and Services and their price. A Quotation is an invitation to order, not a binding offer, and is normally valid for 30 days.
• “Order” means your acceptance of a Quotation together with payment of the required deposit.
• “Order Confirmation” means the written confirmation we issue accepting your Order.
• “Specification” means the agreed details of the Goods and Services as recorded in the Quotation, Order Confirmation, survey sheet or any other document you have approved.
• “Installation” means the fitting of the Goods at your property by us or by an Installer.
• “Completion” has the meaning given in section 17.
• “Minor Snagging” has the meaning given in section 17.
• “Defect” means a fault in the Goods or the Installation which means they are not of satisfactory quality, not fit for purpose, not as described, or not carried out with reasonable care and skill. Normal product characteristics within the tolerances described in section 7 are not Defects.
• “Manufacturer” means the business that made the Goods.
• “Supplier” means a business from which we source Goods or components.
• “Installer” means an employee, subcontractor or approved independent fitter engaged by us to carry out Installation.
• “Contract” means the agreement between you and us formed under section 3, incorporating these terms.
• “Working days” means Monday to Friday, excluding public holidays in England.
• “In writing” includes letter, email and WhatsApp message.

A contract between us comes about in the following steps:

• We prepare and issue a Quotation, following a survey or on the basis of measurements and information provided to us.
• The Quotation contains, or clearly links to, these Terms of Business, so that you have the opportunity to read them before you order.
• You accept the Quotation in writing.
• You pay the deposit set out in section 16.
• We issue an Order Confirmation.
• The Contract is formed when we issue that Order Confirmation. Until then we are not obliged to supply anything, and if we cannot accept your Order we will refund any deposit paid in full.

The version of these Terms of Business provided or linked at the time you place your Order is the version that governs that Contract. We keep archived copies of previous versions so that the terms applying to any historic Order can be identified.

Any later change to the Contract must be agreed and confirmed in writing. Email and WhatsApp count as writing for this purpose.

The Quotation, Order Confirmation and any survey sheet together record the Specification: the agreed details of what we are supplying. Please read them carefully before you approve them. It is your responsibility to check and approve the details, including as applicable:

• product type and style
• material, colour and paint or stain finish
• fabric, pattern and lining
• louvre size
• shutter frame type, panel configuration and opening direction
• blind type and control type, including side of operation
• curtain heading, fullness, track or pole specification
• motorisation, power and control method
• hardware, hinges, knobs and accessories
• the room or location each item is intended for
• any other item specifically listed on the Specification

Once you have approved the Specification we are entitled to rely on it and to place the Order into manufacture on that basis. A later change of preference, or a misunderstanding about an item that was correctly shown on the approved Specification, is not a Defect and any change will be handled as a variation under section 13.

This does not limit our responsibility where the Goods we supply do not match the approved Specification. If we supply something other than what you approved, we will put it right at our cost.

Where we measure

Where we carry out the survey and take the measurements, we are responsible for exercising reasonable care and skill in doing so. If Goods do not fit because we measured incorrectly, we will remedy this at our cost.

Where you or a third party measure

If you supply measurements, or they are supplied by your builder, architect or another third party on your behalf, we may rely on them as accurate unless we have agreed in writing to check them. You are responsible for errors in measurements you supply.

Where remakes, replacement Goods or additional installation work are needed because customer-supplied measurements were wrong, we may charge reasonable additional costs actually incurred. This does not apply where we took the measurements ourselves.

Samples, brochures, showroom pieces, website images and colours shown on a screen are representative rather than exact. Reasonable variation can arise from:

• natural timber grain, knots and figuring
• paint and stain batch differences
• fabric dye lots, weave and texture
• the lighting and decoration of your room
• screen, monitor and phone colour settings
• natural ageing and gradual fading
• batch variation between Supplier production runs

Reasonable natural or manufacturing variation of this kind is not a Defect. Where items are ordered at different times, or replaced later, an exact match to the original batch cannot be guaranteed.

This section does not excuse a material difference from the approved Specification. If we supply the wrong colour, finish or fabric, that is our responsibility.

Made-to-measure window products are handmade and fitted into existing openings that are rarely perfectly square or level. Reasonable characteristics and variations of the kind described below, where they fall within applicable Manufacturer, material or normal installation tolerances and where they do not materially affect the agreed appearance, operation or performance of the Product, are not themselves Defects. Anything outside those tolerances, and any genuine manufacturing or installation fault, is a Defect and we will put it right.

Shutters

• minor light gaps around frames, between panels and between louvres
• shutters are not blackout products unless expressly sold as such: see section 8
• small differences in frame and panel alignment within the applicable Manufacturer's reasonable manufacturing tolerance
• visible frame joints, mitres, caulk, filler and minor touching-in where these are part of a normal installation
• visible hinges, magnets, catches and fixings
• the need for occasional minor adjustment as the building and timber settle
• out-of-square, bowed or uneven openings, which can produce tapered gaps
• natural timber movement, expansion and contraction with heat and humidity
• slight colour, grain and finish variation between components and between adjoining frames
• window handles, trickle vents and stays limiting how far panels open
• panels not necessarily folding completely flat against a wall, radiator or reveal

Blinds

• normal roll behaviour, slight edge curl, minor waviness and slight fabric movement on the tube
• slight telescoping of a roller blind over its width
• light gaps at the sides, top and bottom, which are unavoidable on almost all fittings
• blackout fabric reduces light but does not produce absolute blackout in a normal recess: see section 8
• pattern alignment tolerances across a width or between blinds
• reasonable variation between fabric batches
• small amounts of bottom-bar movement and swing
• audible motor noise during operation on motorised products
• fabric joins where a width exceeds the available fabric roll and a join is technically necessary

Curtains

• natural creasing on delivery, which relaxes as the fabric hangs
• fabric settling, relaxing, dropping or rising slightly after fitting
• slight variation in wave, pleat spacing and fullness
• hem lengths and pooling within normal tolerance for the heading and fabric
• pattern-matching tolerances across drops and between pairs
• fabric batch variation
• minor dimensional movement caused by the natural properties of the fabric

Newly installed curtains need a reasonable settling period, usually a few weeks, before the drop and the wave can fairly be judged. We are happy to return and dress them once they have hung.

Unless your Order Confirmation expressly says otherwise, the following applies to anything sold as reducing or controlling light:

• shutters are a light-control product, not an absolute blackout product
• a blind made in blackout fabric does not necessarily create an absolutely dark room
• “blackout” describes the light-blocking properties of the fabric itself, not of the finished installation
• light can remain around edges, frames, tracks, brackets, side channels, louvres and adjoining surfaces

Where we have expressly agreed to supply a system that achieves a specified level of blackout performance, for example a blackout roller in side channels, that agreement applies instead of this section and we will meet what we have promised. If darkening a room fully matters to you, please tell us before you order so that we can specify the right system.

Installation may be carried out by our employees, by subcontractors, or by approved independent installers working on our behalf. Whoever attends, we remain the business you contracted with and we are responsible for providing the Installation with reasonable care and skill.

Installers are not authorised, unless we confirm it in writing, to:

• agree a refund, discount or compensation
• admit legal liability on our behalf
• vary the Contract or the Specification
• agree additional work, whether free of charge or otherwise
• change the payment terms or the amount due

Comments made on site by an Installer are given in good faith but do not vary the Contract. Anything of substance needs to be confirmed by us in writing.

We fit into existing buildings, and the condition behind a wall surface is not always visible beforehand. Conditions that can affect an installation include:

• weak, blown or crumbling plaster, render or masonry
• hollow or dry-lined walls with limited fixing points
• defective, missing or shallow lintels
• rotten, distorted or previously repaired window frames
• uneven, out-of-square or bowed reveals and walls
• tiles that crack or de-bond when drilled
• hidden pipes, cables and services
• asbestos-containing materials
• damp, condensation or water ingress
• fragile, aged or recently applied wallpaper and paint
• existing holes, fixings and historic damage
• alarm sensors, wiring and other fittings around the opening
• unknown structural defects

We will exercise reasonable care and skill, and we will take sensible precautions such as checking for services where practical. We are not responsible for unavoidable damage, or for additional work, arising from hidden or defective conditions that could not reasonably have been identified beforehand.

If, on arrival or during the work, site conditions make the planned Installation unsafe or unsuitable, we may stop work and discuss reasonable alternatives or additional work with you before continuing. We will not carry out chargeable additional work without your agreement.

Installation normally involves drilling, screwing and the use of fixings, caulk, filler and sealant, and contact with your existing decoration is unavoidable.

We will carry out reasonable making good directly associated with the installation where appropriate, such as filling around a frame. Unless it is expressly included in the Quotation, we do not provide redecoration, painting, plastering or wallpaper repair.

Where existing blinds, poles, tracks, shutters or other fittings are removed, this can expose old fixing holes, unpainted or unfinished areas, colour differences and historic damage. We are not responsible for the pre-existing condition of surfaces revealed in this way.

So that the fitting day runs safely and to time, please:

• provide safe and clear access to the property and to every window being fitted
• remove fragile, valuable or sentimental items from the work areas
• move furniture where we have reasonably asked you to, or agree in advance that we will
• make sure builders and other trades are not working in the same areas or blocking access
• tell us about parking restrictions, permits, access codes and lift or stair arrangements
• tell us about any hidden services, structural issues or unusual site risks you know of
• complete any electrical work that is your responsibility before we attend
• make available any scaffolding, tower or access equipment we have agreed you will provide
• provide access to a power supply where the work needs it
• keep children and pets away from active work areas

If an appointment is wasted or has to be abandoned because of something within your control, such as no access on the agreed date, we may charge a reasonable fee reflecting the costs we actually incurred, including installer day rates and travel. We will tell you the amount and the reason. We will not charge where the failed visit was our fault.

If you want to change your Order after the Order Confirmation, tell us as soon as possible in writing. We will tell you whether the change is still possible and, if it is, issue a revised Quotation covering any price and lead time change.

Once Goods have been released for manufacture, changes may not be possible, or may involve re-manufacture, restocking or Supplier cancellation charges which we will pass on at cost. A change confirmed in writing by both of us becomes part of the Contract and takes priority over what it replaces.

Lead times and installation dates are estimates given in good faith unless we have expressly confirmed a fixed date in writing. We will keep you reasonably informed of progress and tell you promptly if a date needs to move.

Delays can arise from causes outside our reasonable control, including:

• Supplier or Manufacturer delay
• manufacturing faults discovered before dispatch
• shipping, freight and customs delays
• weather that makes external or access work unsafe
• installer illness or injury
• vehicle breakdown
• shortage of components or parts
• utility failures, industrial action and other events beyond our control

A reasonable delay outside our reasonable control is not a breach of the Contract by us. Where a delay becomes materially excessive, or performance becomes impossible, your rights under the Contract and under consumer law are unaffected and we will discuss a fair way forward with you, which may include a revised date, a partial delivery, or ending the affected part of the Contract.

Once your Goods have been manufactured and delivered to us and we are ready to fit, please accept installation within a reasonable period.

If you ask to postpone installation for an extended period:

• payments that fall due before installation remain due on the original basis
• reasonable storage charges may apply where the postponement runs beyond 30 days from the date we tell you the Goods are ready
• additional delivery, handling or redelivery costs actually incurred may be charged
• the new installation date will depend on installer availability at the time

We will tell you before any storage charge starts to run, and the charge will reflect our actual cost. No storage charge applies where the delay is caused by us or by our Suppliers.

Unless your Quotation says otherwise, payment is made in three stages:

• 60% deposit, payable with your Order and before manufacture begins
• 30% payable before installation, on the date shown on your Order Confirmation or invoice
• 10% balance, payable on Completion as defined in section 17

All prices include VAT where applicable and are shown on the Quotation. We accept bank transfer and the other payment methods listed on your invoice. Ownership of the Goods passes to you on payment in full; risk passes on delivery or installation.

The final balance becomes payable on Completion, as defined in section 17, and is not conditional on a subjective judgement of satisfaction. Section 18 explains how outstanding Minor Snagging is handled, and nothing here affects any right you have under consumer law.

“Completion” means that the Products have been substantially installed and are capable of being used for their intended purpose, subject only to Minor Snagging that does not materially prevent normal use.

“Minor Snagging” means small outstanding items such as:

• minor adjustment to a panel, blind or curtain
• paint or finish touch-up
• a replacement screw cover, knob or cosmetic trim
• hinge or magnet adjustment
• minor alignment work
• a replacement remote handset or battery
• a replacement louvre or small component awaiting supply

Work is not complete, and this section does not apply, where there is a genuine major Defect, where a room or window has not been fitted, or where the Products cannot be used normally.

Minor Snagging does not by itself mean the installation is incomplete or defective. Where snagging items remain at Completion, we will record them with you and resolve legitimate items within a reasonable period, allowing for any manufacturing lead time under section 22.

Where you are entitled to withhold payment because something is outstanding, the amount withheld should be proportionate to the reasonable value of the outstanding item. Withholding the whole balance because of a single small item is not proportionate.

This section does not remove any right you have under consumer law to reject Goods, to a price reduction, or to withhold payment where the law entitles you to do so.

If something is not right, the process is:

• Tell us, in writing where possible, with your order number and postcode.
• We may ask for photographs, video or further information so we can understand the issue quickly.
• We are given a reasonable opportunity to inspect the Goods and the Installation in place.
• We identify the cause.
• Where we are responsible, we provide an appropriate remedy under section 20.

Reporting an issue does not by itself establish that the Goods or Services are defective; the inspection is how we find out. We ask for reasonable access so we can inspect and, where we are responsible, put matters right. We will not ask for unnecessary repeat visits, and we will work around your availability.

Where we are responsible for a Defect, the remedy will be provided in accordance with applicable law and the circumstances of the case. Depending on the issue it may include:

• adjustment on site
• repair
• a replacement component or part
• a remake of the affected item
• repeat performance of the Service
• replacement
• a price reduction
• a refund

Where the law permits, repair or replacement of the affected component will normally be considered before replacing parts of the installation that are unaffected. Your statutory rights, including the short-term right to reject where it applies, are unaffected.

Where a Defect affects one item, panel, blind, curtain, motor or component, the remedy will ordinarily relate to that affected element rather than the whole Order, unless the Defect reasonably affects the wider installation, for example where a colour or fabric batch problem runs across a room.

This is subject to your statutory rights, and nothing here prevents you exercising a right to reject Goods where the law gives you one.

Our Products are bespoke and are made by third-party Manufacturers. Where putting something right needs a remake or a replacement part from the original Supplier, such as a panel, fabric, blind, motor, track or item of hardware, the remedy period reasonably includes the manufacturing and delivery time for that item.

Lead times vary by Supplier and product and can be several weeks. We will tell you the expected timescale where we can, chase it on your behalf, and keep you informed of material changes. We cannot promise fixed dates for work carried out by others.

Over the life of a guarantee, a component, colour, fabric, finish, motor or product may cease to be available because of product discontinuation, Supplier closure, or manufacturing change. Where an exact item is no longer reasonably available, we may provide the nearest reasonably equivalent compatible alternative.

An exact match cannot always be achieved, particularly where the original has aged or faded or where fabric batches differ. We will not substitute anything materially inferior in quality, appearance or performance, and we will discuss the alternative with you before proceeding.

Motorised and app-controlled products depend on things beyond the product itself. Unless expressly included in your Quotation, the following are your responsibility:

• mains power, fused spurs, sockets and any qualified electrical work
• battery replacement and routine recharging
• your Wi-Fi, router, broadband service, network settings and passwords
• your smart-home hub, mobile devices and app accounts
• third-party ecosystems such as Alexa, Google Home and Apple HomeKit
• software, firmware and platform changes made by third parties

Where we have not expressly contracted to provide electrical work, qualified electrical work is excluded and must be arranged by you with a competent electrician. We are not responsible for third-party platform changes, broadband outages or faults in your own network or equipment.

Where a motor or product supplied by us is itself defective, your normal rights and the remedies in section 20 apply.

Three separate things may protect you, and they work alongside each other:

A. Your statutory rights

As a Consumer you have rights under the Consumer Rights Act 2015 that Goods will be of satisfactory quality, fit for purpose and as described, and that Services will be carried out with reasonable care and skill. Nothing in these terms or in our guarantee affects those rights.

B. Our voluntary ShutterLove guarantee

We guarantee shutters supplied and installed by us for 10 years against manufacturing defects under normal domestic use. Cover starts on the date of installation, or on delivery for supply-only orders. Blinds, curtains, motors, tracks and awnings are covered for the period stated on your Order Confirmation, which reflects the relevant Manufacturer’s cover.

• Years one and two: parts and labour, including any site visit, are covered where the fault is a covered manufacturing or installation defect.
• Years three to ten: replacement parts are provided free of charge; labour and site visit costs are chargeable at our standard rates.
• The guarantee covers structural defects in panels and frames, warping, bowing and twisting under normal use, significant discolouration of paint or stain finishes, and faulty hinges, tilt mechanisms and hardware.
• The guarantee is for the original customer at the original installation address and is not transferable on sale of the property, unless we agree otherwise in writing.
• Where a component has been discontinued, section 23 applies.
• The guarantee applies to residential installations. Commercial installations are covered for the period stated on the Order Confirmation.
• This voluntary guarantee may be suspended while sums properly due under the Contract remain unpaid, to the extent permitted by law, and resumes on payment. Nothing in this clause affects statutory rights which cannot legally be excluded.

C. Manufacturer warranties

Some Products carry a separate warranty from the Manufacturer, and different Suppliers offer different periods and different levels of aftersales support. Where a Manufacturer warranty applies, we will tell you and will help you use it. A Manufacturer warranty is in addition to, and does not replace, your statutory rights or our own guarantee.

Our voluntary guarantee does not cover the following. These exclusions apply to the guarantee only and do not limit your statutory rights.

• misuse, abuse, deliberate damage or accidental damage
• improper cleaning, or cleaning products that damage the finish
• water damage, and damage caused by persistent condensation or damp
• alteration, adjustment or repair by anyone other than us or someone we authorise
• normal wear and tear, including gradual fading of finishes and fabrics
• batteries and other consumables
• faults in your electrical supply, Wi-Fi, network or third-party smart-home platforms
• damage caused by building movement, settlement or structural work
• damage caused by defective, leaking or replaced windows and frames
• damage caused by pets, children or plants
• commercial or high-traffic use where the Product was supplied for residential use
• installation carried out by others on supply-only orders

Where the issue turns out to be a Defect for which we are responsible, or a fault covered by our guarantee within the period in which labour is included, no inspection or remedial charge applies.

We may charge a reasonable call-out or inspection fee where investigation shows the cause was:

• misuse, accidental damage or deliberate damage
• lack of the routine maintenance described in section 42
• your own equipment, electrical supply or Wi-Fi network
• a flat or failed battery
• alteration or interference by a third party
• normal wear and tear
• any other cause outside our responsibility
• labour on a covered guarantee claim in years three to ten, where parts remain free of charge

Where it is reasonably practicable, we will tell you before we attend that a charge may apply and what it is likely to be, so you can decide whether to go ahead.

Please tell us about visible installation damage or transit damage within 48 hours of installation or delivery, while the cause can still be established, and about any other fault promptly after you discover it.

These timescales help us investigate properly and resolve things quickly. Missing them does not extinguish your statutory rights, though a delay in reporting may affect what we can establish about the cause.

Made-to-measure and personalised Goods

Almost everything we supply is made to your measurements and specification. For contracts made at your home or at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14-day cancellation period, but that right does not apply to goods that are made to your specification or clearly personalised. Most of our Orders fall into that category once they have been released for manufacture.

Standard stock Goods

Where an item is a standard, non-personalised stock product supplied at a distance or away from our premises, the 14-day cancellation right applies in the normal way and we will explain it on your Quotation.

Services and installation

Where you have asked us to begin Services within the cancellation period and you then cancel, you may be asked to pay for the Services provided up to that point.

Our additional 48-hour concession

As a contractual concession over and above your legal rights, you may cancel any Order in writing within 48 hours of the Order Confirmation and receive a full refund of your deposit, provided the Order has not yet been released for manufacture.

Cancelling later

After that point, and before manufacture starts, you may cancel subject to the costs in section 30. Once bespoke Goods have been manufactured, cancellation is generally not possible and section 30 applies. None of this affects your right to reject faulty Goods.

Where you cancel outside the circumstances in which a full refund applies, we are entitled to recover the reasonable losses and costs we actually incur as a result. These may include:

• bespoke Goods already manufactured, which cannot be reused or resold
• Supplier or Manufacturer cancellation and restocking charges
• materials already committed to your Order
• manufacturing work already carried out
• delivery and freight costs that cannot be recovered
• survey, design and administration work already done
• installer time booked and no longer recoverable at short notice

For genuinely bespoke Products that have already been manufactured, this may amount to a substantial proportion of the Order value, and in some cases the full value. We will set out what we are claiming and why, we will take reasonable steps to reduce the loss, and we will refund any balance held over and above it. We do not apply cancellation penalties beyond our actual loss.

If a payment is overdue we will contact you first to understand the position and, where it helps, agree a way forward.

Where an account remains unpaid, we may:

• charge interest at a reasonable rate on the overdue amount, as stated on your invoice, from the due date until payment
• recover reasonable debt-recovery costs we have actually incurred
• recover court fees and legal costs where these are awarded or otherwise lawfully recoverable
• suspend further work, deliveries and non-urgent guarantee visits until the account is brought up to date

Any charge will be fair and proportionate to the cost we have actually incurred. We do not apply commercial statutory late-payment charges to consumers.

This section applies to Business Customers only and does not apply to Consumers.

Where a Business Customer pays late, we may claim statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate together with the applicable fixed sum per invoice, plus our reasonable costs of recovering the debt. Payment is due without set-off or deduction unless agreed in writing. We may suspend supply and installation on any Order while sums are overdue.

Ownership of the Goods stays with us until we have received payment in full. Risk in the Goods passes to you on delivery or installation, whichever happens first.

Before installation, and where Goods remain in your possession unpaid, we may ask you to return them and, where you agree, collect them. We do not claim any right to enter your home without your consent, or to remove Goods that have been installed. Where Goods have been fitted and remain unpaid, we will pursue the debt through the proper legal channels.

For Business Customers, until ownership passes the Goods must be stored separately, kept identifiable as ours, and insured.

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence
• fraud or fraudulent misrepresentation
• your statutory rights as a Consumer, including under the Consumer Rights Act 2015
• defective products under the Consumer Protection Act 1987
• anything else that cannot lawfully be limited or excluded

Subject to that, and for Consumers, we are responsible for loss and damage that is a foreseeable result of our breaking the Contract or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable at the time the Contract was made, or for loss arising from your use of the Products for business purposes.

Business Customers

For Business Customers, and subject to the non-excludable items above, we are not liable for loss of profit, loss of business, loss of contracts, loss of anticipated savings, loss of use, delay costs, or any indirect or consequential loss, and our total liability arising in connection with a Contract is limited to the price paid under that Contract.

We are not responsible for defects, damage or delay caused by work or products supplied by someone else and not contracted through us, including:

• electricians, builders, decorators and plasterers engaged by you
• window and door installers
• smart-home and AV contractors
• tracks, poles, motors, fabrics or hardware supplied by you
• measurements provided by you or by a third party on your behalf

Where we have engaged the third party ourselves, or the work forms part of what we contracted to provide, this section does not apply and we remain responsible under the Contract.

We may ask your permission to photograph or film a completed installation. Agreeing is entirely optional and is never a condition of buying from us, and there is no price difference either way.

Where you give permission, we may use the images on our website, social media and marketing material. We will not publish your name, full address or other identifying details unless you have separately agreed. You can ask us to stop using an image at any time and we will remove it from material we control as soon as we reasonably can.

Please confirm anything of substance in writing, including:

• changes to the Specification
• cancellations and postponements
• complaints and reported faults
• requests for additional work
• any agreed discount, refund or compensation
• any change to the payment terms

Email and WhatsApp count as writing. Verbal statements by an Installer or other team member do not vary the Contract unless we confirm them in writing.

Our website content, advice articles, brochures, imagery and marketing descriptions are there to inform and inspire. They describe our products in general terms and are not the contractual specification for your Order.

The Order Confirmation and the approved Specification govern what we are supplying to you. This does not entitle us to rely on a misleading description: if we have described something inaccurately in a way you relied on, your rights are unaffected.

If there is an inconsistency between documents, the following order of priority applies, highest first:

• a variation agreed in writing between us
• the Order Confirmation and approved Specification
• the Quotation
• these Terms of Business
• general website and marketing material

Manufacturers occasionally make small changes to components, fixings or construction methods. We may supply Goods incorporating such a change only where it does not materially reduce the quality, appearance, functionality or performance of what you ordered. Anything more significant will be discussed with you first and treated as a variation.

If you are unhappy with anything, please tell us first and give us a fair opportunity to investigate and put it right.

• Email us with your order number, postcode and a description of the problem, with photographs where they help.
• We will acknowledge your complaint within 2 working days and tell you who is handling it.
• We will investigate, which may include an inspection visit under section 19, and give you our response with a proposed resolution and timescale, normally within 14 days.
• If you are not satisfied with the outcome, reply and ask for it to be reviewed by a director, who will respond in writing.

This process is how we prefer to resolve things, and it does not affect your right to take the matter further, including to alternative dispute resolution where available or to the courts.

Dust shutters and blinds with a soft dry cloth or a brush attachment. Use a barely damp cloth on painted shutters and dry immediately; do not use solvents, bleach, polish or abrasive cleaners. Keep hinges and tilt mechanisms free of dust, and avoid forcing panels or blinds against an obstruction.

Curtains should be dressed after fitting and cleaned in line with the fabric care label; most of our fabrics are dry clean only. Motorised products should be kept charged or have batteries replaced as needed. Following this routine care keeps your guarantee intact.

Neither of us is responsible for failing to perform the Contract because of an event outside our reasonable control, including fire, flood, severe weather, epidemic, war, civil unrest, industrial action, utility or network failure, transport disruption, import restrictions, or the failure of a Supplier for one of those reasons.

If such an event occurs we will tell you as soon as we can and our obligations are suspended for its duration. Where it continues for a materially excessive period, either of us may end the affected part of the Contract, and we will refund sums paid for anything not supplied, less costs properly incurred on bespoke Goods already made.

If any part of these terms is found to be unenforceable, the rest continues to apply. A delay by us in enforcing a term is not a waiver of it. The Contract is between you and us, and no other person has a right to enforce it, except that a Manufacturer warranty may be exercised as described in section 25.

We may transfer the Contract to another business, and if we do we will tell you and your rights will not be affected. You may transfer the Contract only with our written agreement.

ShutterLove is a trading name of ShutterLove South Ltd. ShutterLove South Ltd is a separate legal entity from ShutterLove UK Ltd (company number 08819688).

These Terms apply only to contracts entered into with ShutterLove South Ltd.

The historic use of shared branding, websites, marketing materials or other resources between ShutterLove South Ltd and ShutterLove UK Ltd does not mean that ShutterLove South Ltd was a party to contracts entered into by ShutterLove UK Ltd.

Unless expressly agreed by ShutterLove South Ltd in writing, ShutterLove South Ltd has not assumed and does not accept responsibility for contracts, warranties, guarantees, debts or other liabilities of ShutterLove UK Ltd.

Where ShutterLove South Ltd voluntarily assists a customer with a product originally supplied by ShutterLove UK Ltd or another supplier, including assisting with replacement parts, communication with manufacturers, inspection or repairs, that assistance does not constitute an assumption or acceptance of liability under the customer's original contract or guarantee unless expressly confirmed by ShutterLove South Ltd in writing.

These terms and the Contract are governed by the law of England and Wales, and any dispute may be brought in the courts of England and Wales.

If you are a Consumer living in Scotland or Northern Ireland, you keep the benefit of any mandatory consumer protections of the law where you live, and you may bring proceedings in your local courts.

This is version 4.0 of our Terms of Business, effective 7 September 2026. Previous versions are archived so that the terms applying to any historic Order can be identified; version 3.0 is available at /terms/v3.

ShutterLove South Ltd, company number SC595385, trading as ShutterLove. Questions about these terms are welcome by email.