Terms & Conditions

Terms & Conditions

 

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.

Introduction

These terms and conditions outline the guidelines for purchasing products from The Shutter Group Limited, trading as Instant Fit Shutters, whether goods or services, including our online goods.

Importance of Reading

Please read these terms thoroughly before placing your order. They explain who we are, how we provide products, and how to address any issues that may arise. If you spot any errors, please contact us.

Business or Consumer

Different rights apply depending on whether you are a business or a consumer. You are a consumer if you:

  • Are an individual.
  • Buy products for personal use, not for business purposes.

For business customers, these terms constitute the entire agreement.

Contact Information

  • Who We Are: The Shutter Group Limited, registered in England and Wales (Company No. 15378318). Our office is located at 3 Locks Yard, High Street, Sevenoaks, Kent, TN13 1LT
  • Contact Us: Call 0800 246 1898 email [email protected]
  • How We Contact You: We will use the phone number, email, or postal address you provided when placing your order.

Order Acceptance

  • Acceptance: Your order is accepted when we email your invoice, creating a contract between us. Verify the order details immediately and notify us of any discrepancies.
  • If We Cannot Accept: If unable to accept your order, we will inform you and will not charge you. Reasons could include out-of-stock items, resource limitations, pricing or description errors, or unmeetable delivery deadlines.
  • Order Number: We will assign and provide an order number, which helps track your order.

Specific Terms

  • Online Orders: Orders are held from production for 2 hours, allowing cancellation if needed. If no cancellation is requested, the order proceeds, and a confirmed invoice is emailed.

Product Information

  • Variations: Product images are for illustration only; actual products may vary. Colours may differ due to natural material variations and screen displays. We recommend ordering samples for accurate colour matching. Minor cosmetic variations that do not affect the structural integrity or functionality of the product are not considered defects.
  • Packaging: May differ from images shown online.
  • Measurements: If we make products to your measurements, you are responsible for accuracy. Guidance is available on our website or via contact.
  • Manufacturing Tolerance: All made-to-measure shutters are manufactured to a tolerance of ±5mm. This allows for acceptable variances that do not affect the overall functionality or appearance of the product. Slight differences within this tolerance range are not considered defects and are not eligible for refund or remake. Variances within this tolerance are considered acceptable for made-to-measure products and do not constitute a failure to fit.

  • Split Tilt Functionality: Split tilt shutters allow the top and bottom sections of a shutter to be operated independently. The position of the split tilt is placed as close to the centre of the shutter height as reasonably possible during manufacture. Please note that where multiple shutters of different heights are ordered, the split tilt positions will not necessarily align across shutters. Each shutter is manufactured individually to its own specifications, and the split tilt position is determined by the height of that specific shutter. Variations in split tilt alignment between shutters of different heights are a normal and unavoidable characteristic of this feature and do not constitute a manufacturing fault. For this reason, we cannot offer refunds, remakes or adjustments where split tilt positions do not line up across shutters of differing heights.

  • Clips and Beading Fit: In the extremely unlikely event that your clips do not fit your window beading, we cannot be held responsible and will not provide refunds. If you are unsure, please contact us before ordering and request a tester clip — we are happy to assist to ensure suitability prior to purchase.

Changes and Cancellations

  • Customer Changes: Contact us within 24 hours if you need to amend your order. Changes may affect price and delivery time. Once production starts, changes or cancellations will not be accepted.
  • Company Changes: We may adjust products to comply with laws, make technical improvements, or other minor adjustments. Significant changes will be communicated before production starts, allowing contract termination if unsatisfied.

Delivery and Responsibilities

  • Costs: Delivery costs are displayed on our website and confirmed in your order.
  • Timing: Delivery dates are provided during order processing. We strive to meet estimated lead times but cannot guarantee them.
  • Delays: If delays occur beyond our control, we will inform you and take steps to minimize the impact. In case of significant delays, you may end the contract for a refund.
  • Responsibility: You are responsible for the product from the time of delivery and own it once payment is made in full. For the purposes of these terms, ‘delivery’ or ‘receiving the order’ refers to the delivery date confirmed by courier tracking or delivery confirmation
  • Information: We may require certain information from you to supply the products. Delays or issues caused by incomplete or incorrect information from you may lead to contract termination or additional charges.
  • Window and Property Damage: Please note that The Shutter Group Limited is not responsible for any damage to windows, window frames, glazing, or surrounding property that may occur during installation or fitting. Installation is carried out at the customer’s own risk, and we shall not be held liable for such damages under any circumstances. All products are supplied for self-installation unless otherwise agreed in writing. By proceeding with installation, you acknowledge responsibility for correct fitting, suitability, and compliance with our fitting guidance.

Ending the Contract

  • Consumer Rights: Consumers may end the contract if products are faulty or misdescribed. Specific conditions apply for changing your mind, and certain products are excluded from this right.
  • Business Contracts: Business customers must adhere to the entire agreement, and any changes or cancellations are subject to our terms.

Complaints and Returns

  • Contact for Problems: For any issues with the product, contact us at 0800 246 1898 or [email protected]
  • Warranty: We offer a 5-year warranty. The warranty covers structural defects, warping, and significant paint or stain discolouration. The warranty does not override the requirement to report delivery issues, damages, or manufacturing concerns within the stated reporting periods set out in these terms.
  • Defective Products: Notify us in writing during the warranty period with pictures of the defects. We will repair or replace the defective products as appropriate.
  • Incorrect Manufacture: Where products are found to have been incorrectly manufactured, our remedy will be to repair or replace the affected product. We will not refund these items.
  • Reporting Period: You must notify us of any issues, damages, or concerns regarding your order within 7 working days of delivery. 
  • Damaged in Transit: If goods arrive damaged in transit, this must be reported to us within 7 working days of delivery. We will replace the damaged item; refunds will not be issued.
  • Handle Spacers: If a handle spacer is required to assist with handle function we would provide a handle spacer and not refund the order.
  • Tension Rod adjustment: If a tension screw requires adjustment we would provide the relevant instructions and not refund the order.

Pricing and Payment

  • Price Details: Prices include VAT for consumers and are displayed on the order pages. We ensure accurate pricing but will contact you if an error is found before accepting your order.
  • Payment: Full payment is required at the time of order for online purchases. We accept all major credit cards except American Express.
  • Late Payments: Interest may be charged on overdue payments at 4% above base lending rate. Disputed invoices will not incur interest until resolved.

Liability

  • Loss or Damage: We are responsible for foreseeable loss or damage caused by us but not for unforeseeable losses. Foreseeable losses are those that are obvious or known at the time of contract formation.

Please ensure you read and understand these terms thoroughly before placing your order. Contact us if you have any questions or need clarifications.