Terms of Business

Our Terms of Business

ShutterLove Terms of Business

Last Updated: January 2025
Governing Law: Governed by and construed in accordance with the law of Scotland

1. Introduction

Thank you for choosing ShutterLove South Ltd (“ShutterLove”, “we”, “our”, “us”).
These Terms of Business set out the agreement between you, the customer (“you”, “your”), and ShutterLove for the supply and installation of made-to-measure shutters, blinds, and curtains.

By placing an order with us—whether in person, by email, over the phone, or through our website—you agree to these terms.

Your statutory rights under Scottish law are not affected.

2. Our Products and Installation

All ShutterLove products are made-to-measure and built specifically for your home. This means:

We measure precisely (where we carry out a site survey).
Each item is custom manufactured for you and cannot be resold.
Once production begins, orders cannot be changed or cancelled (see Section 6).

We work with trusted professional installers who are independent contractors but act under ShutterLove’s instruction. We coordinate all installation work and remain your main point of contact throughout.

Ownership of the goods does not pass to you until full payment has been received.

3. Payment Terms

To keep things simple and transparent:

60% deposit is payable when you place your order.
30% payment is due before we install.
10% balance is payable when you’re happy with the completed work.

All prices include VAT unless otherwise stated. Payment can be made by bank transfer or card.

4. Late or Failed Payments

Late payments have a serious impact on our operations. The following charges apply to overdue invoices:

A £40 late payment fee added to the outstanding invoice.
8% interest plus the Bank of England base rate, calculated daily from the invoice due date.
After 14 days, the account may be referred to debt collection.
After 30 days, we may begin legal proceedings.
Any administrative, legal, or collection costs will be added to the balance owed.

Consequences of non-payment include:

All warranties and guarantees become void.
Any future installations will require payment in full prior to installation.
We reserve the right to report unpaid accounts to credit agencies.

5. Delivery and Installation

We will confirm estimated delivery and installation dates when you order. Lead times are approximate and depend on factory production and shipping schedules.

You (or your representative) must be present at installation to approve the work unless otherwise agreed. If you are unavailable on the agreed date, we may charge a reasonable re-visit or re-delivery fee.

6. Cancellations and Returns

Because our products are made-to-measure:

You can cancel your order within 48 hours of placing it for a full refund.
Once the order is approved for manufacture, it cannot be cancelled or changed.
We cannot accept returns for custom-made goods unless they are faulty.

If an issue arises with the product itself, we will repair or replace the item as quickly as possible.

7. Product Characteristics and Standards

All shutters, blinds, and curtains are handcrafted, and natural variations are normal.

Minor differences in colour, grain, texture, or finish are part of the product’s character.
Manufacturing tolerances are within ±2mm for shutters and frames.
Shutters are not blackout products; light gaps will vary slightly by design.
Fabric colours may differ slightly from samples due to dye batch variation.

These variations are not considered defects.

8. Inspection and Reporting Issues

Please inspect your products upon installation or delivery.

For supply-only products, report any damage before installation.
Any visible issues or transit damage should be reported within 48 hours of installation or delivery.
Provide clear photographs of the issue and allow us reasonable access for inspection.

We’ll assess any reported issue against industry standards and explain our findings clearly.

9. Delays Beyond Our Control

While we always aim to meet our quoted lead times, circumstances outside our control can cause unavoidable delays.

These may include (but are not limited to):

Manufacturing or material shortages,
Supplier or shipping delays,
Transport or customs disruption,
Adverse weather conditions,
Strikes or labour shortages,
Government restrictions or global events.

We will keep you informed of any such delays and arrange installation as soon as possible.
Delays beyond our control do not entitle you to cancel the order or claim compensation.

10. Product Warranties

10.1 Interior Shutters Warranty

Our shutters are guaranteed under normal domestic use for the following periods from the date of installation:

5 years – workmanship and structural integrity
5 years – colour fastness and painted finish
5 years – stainless steel hardware
1 year – other hardware and moving parts (e.g. hinges, magnets, rods)

What’s covered:

Manufacturing or material defects
Structural issues caused by defective workmanship

What’s not covered:

Damage caused by misuse, neglect, impact, or unauthorised repairs
Exposure to abnormal conditions such as moisture, condensation, or heat
Fair wear and tear or fading due to sunlight
Building movement or structural issues outside our control
Supply-only installations not fitted by ShutterLove-approved installers

Call-Outs:
A £100 call-out fee applies to all service visits or inspections.
If the issue is confirmed to be a genuine manufacturing or installation fault covered by this warranty, the fee will be refunded in full.

Claim process:

Report issues in writing within 30 days of discovery.
Include clear photos and your invoice details.
We’ll assess the issue and coordinate any repair, replacement, or refund at our discretion.
Replacement parts or repairs do not extend or renew the original warranty period.

This warranty applies to the original purchaser and installation address only.

10.2 Blinds and Curtains Warranty

Our blinds and curtains are covered by a 1-year warranty from the date of installation for defects in materials or workmanship.

What’s covered:

Faulty components, stitching, or mechanisms under normal domestic use.

What’s not covered:

Fading or discolouration due to sunlight or cleaning agents,
Damage from misuse or improper installation by others,
Normal wear and tear or fabric stretching.

A £100 call-out fee also applies to service visits for blinds and curtains.

11. Care and Maintenance

Follow our product care instructions to ensure long-term performance:

Dust regularly with a soft cloth or duster.
Do not use abrasive cleaners or solvents.
Avoid excessive moisture, steam, or heat near the products.
Keep rooms ventilated to minimise condensation.

Failure to follow care guidelines may void your warranty.

12. Liability

We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be limited.

Otherwise, ShutterLove is not liable for:

Indirect or consequential loss, such as loss of profit or business; or
Any claim exceeding the total price paid for the affected order.

13. Events Beyond Our Control

If we cannot perform part of the contract due to circumstances beyond our reasonable control, our obligations will be suspended for the duration of that event. We will notify you promptly and resume work as soon as reasonably possible.

14. Governing Law

The Contract shall be governed by and construed in accordance with the law of Scotland and you and we agree that any court action relating to the Contract will take place exclusively in the courts in Scotland.

15. Contact Us

If you have any questions or wish to raise a warranty claim, please contact:
Email: info@shutter-love.co.uk
Registered Office: 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN

We’ll always do our best to resolve any issue quickly and professionally