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ShutterLab Terms & Conditions

The terms on which we survey, supply, and install your bespoke shutters.

Last updated: 5 June 2026

These Terms and Conditions govern the supply and installation of bespoke window shutters ("Shutters") by ShutterLab ("ShutterLab", "we", "us", or "our") to you (the "Customer"). They apply to every quotation, order, and installation we carry out and form part of your contract with us. Separate Website Terms & Conditions and a Privacy Policy govern your use of shutterlab.uk.

1. About us

  • Trading name: ShutterLab
  • Established: 2015
  • VAT number: 446 5039 88
  • Coverage area: Oxfordshire, Buckinghamshire, Berkshire, Hertfordshire, North/West/South London, Surrey, & Middlesex
  • Contact: office@shutterlab.uk · 0330 043 8767

2. Definitions

  • Survey — the no-obligation home appointment at which we measure your windows and discuss styles and materials.
  • Quotation — the written price we provide based on the Survey, valid for 30 days unless stated otherwise.
  • Order — the contract formed when you accept our Quotation in writing and pay the deposit (see Section 4).
  • Goods — the Shutters, frames, fixings, and any accessories described in your Quotation.
  • Installation — the fitting of the Goods at the address stated in your Quotation.

3. Survey, quotation, and order

  1. We carry out a free home Survey to measure your windows and confirm the style, material, finish, and operating method of the Shutters.
  2. Following the Survey we issue a written Quotation. Quotations are valid for 30 days. Prices include VAT at the prevailing rate and standard installation; any non-standard works (e.g. additional carpentry, electrical, or scaffolding) will be itemised separately.
  3. A binding Order is formed only when you accept the Quotation in writing (including by email) and pay the deposit.
  4. Because every Shutter is made to your specific window dimensions, colour, and configuration, all Goods are bespoke and made-to-measure.

4. Price and payment

  1. A non-refundable deposit of 55% of the Quotation total is payable on Order to commission manufacture.
  2. The remaining 45% is payable on the day of completed Installation.
  3. We accept bank transfer and the card payment methods listed on your invoice. Card numbers are handled by our payment provider and are not stored by ShutterLab.
  4. Late payment may be subject to interest under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, and we may suspend or withhold work or warranty cover until paid.

5. Lead times

Lead times start from the date the deposit is received and final specifications are confirmed:

  • UK-made composite shutters — typically 3 to 5 weeks.
  • Hardwood shutters — typically 10 to 14 weeks.

Lead times are estimates given in good faith. We are not liable for delays caused by manufacturer scheduling, shipping, customs, weather, access issues, or other matters reasonably outside our control, but we will always keep you informed.

6. Your responsibilities

  1. You confirm you are the owner of the property, or have obtained the owner's, freeholder's, or managing agent's permission to install Shutters at it.
  2. You will provide reasonable access to the property on the agreed Installation date, including parking where it can be lawfully arranged. Failed visits caused by lack of access may be re-charged.
  3. You will let us know about any obstructions, fragile finishes, alarm sensors, blinds, curtains, or curtain poles that need to be removed or worked around prior to Installation.
  4. Once final measurements and specifications are signed off, no further changes to size, finish, or configuration can be accepted because the Goods are already in production.

7. Installation

  1. We will install the Goods at the address stated in your Quotation, on a date agreed in advance.
  2. Our installers take reasonable care to protect surrounding decor and surfaces; some minor making-good (e.g. light filling or touching-up paint) may be required around new shutter frames and is the Customer's responsibility unless expressly included in the Quotation.
  3. On completion you will be invited to inspect the Installation. If there is any item you are not satisfied with, please raise it before the installer leaves so we can address it on the spot.

8. Warranty

  1. We provide a 10-year product warranty against manufacturing defects in the Shutters, and a separate 10-year installation guarantee covering the workmanship of our fitting.
  2. The warranty covers normal residential use only and excludes: accidental damage; misuse; unauthorised alterations or repairs by third parties; damage caused by extreme heat, water ingress, or structural movement of the property; and natural variation in timber colour and grain.
  3. To make a warranty claim, email office@shutterlab.uk with your invoice number and photographs of the issue. We will respond within 5 working days and arrange remediation where the claim is accepted.

9. Cancellation and consumer rights

  1. Because all Shutters are bespoke and made to your specifications, the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply once manufacture has been commissioned.
  2. You may cancel an Order before manufacture is commissioned; in that event we will refund any monies paid, less reasonable costs already incurred (such as Survey time and design work).
  3. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, including that the Goods must be of satisfactory quality, fit for purpose, and as described.

10. Liability

  1. Our total liability arising from or in connection with an Order is limited to the price paid by you for that Order, except in respect of liability that cannot lawfully be limited (such as death or personal injury caused by negligence, or fraud).
  2. We are not liable for indirect or consequential losses, including loss of profit, business interruption, or loss of data.

11. Risk and ownership

Risk in the Goods passes to you on Installation. Ownership of the Goods passes to you only when the full price has been paid in cleared funds.

12. Force majeure

Neither party is liable for failure or delay in performing its obligations to the extent caused by events beyond its reasonable control, including industrial action, fire, flood, severe weather, utility failure, supplier failure, war, or epidemic / pandemic.

13. Photographs and references

We may take photographs of the completed Installation for our portfolio, social media, or website. If you would prefer us not to use photographs of your property, please let us know in writing before Installation.

14. Complaints

We aim to resolve any concern quickly and fairly. Please contact office@shutterlab.uk or 0330 043 8767 in the first instance and we will respond within 5 working days.

15. Governing law and jurisdiction

These Terms and any contract formed under them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any dispute, except that customers resident in Scotland or Northern Ireland may bring proceedings in their local courts.

16. Changes to these Terms

We may update these Terms from time to time. The version applicable to your Order is the version published on shutterlab.uk on the date the Order was placed.

17. Contact us

For questions about these Terms or about an existing Order, please contact office@shutterlab.uk or 0330 043 8767.