Please read these Terms and Conditions carefully. By placing an order with Soul Shutters Ltd, you agree to be bound by the terms outlined below. This document forms a legally binding contract between you (“the Buyer”) and Soul Shutters Ltd (“the Seller”). If you have any questions or concerns, please contact us at: enquiries@soulshutters.co.uk

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1. Definitions

Buyer: Any individual, firm, or company placing an order for goods or services.
Seller: Soul Shutters Ltd, a company supplying and fitting made-to-measure window shutters.
Contract: The legally binding agreement between Buyer and Seller.
Goods: The items specified in the Buyer’s order, as described in the quotation or order form.
Order: The Buyer’s formal request for the Goods.
Delivery Location: The Seller's Storage Unit.
Company Details: Soul Shutters Ltd, registered in England and Wales (No. 11310696), Registered Address: Astral Towers, Betts Way, Crawley RH10 9XA (Mailing Only), VAT No: 326892766.

2. General

These Terms, the Order, and any agreed special conditions constitute the full agreement between Buyer and Seller.
By placing an order, the Buyer confirms acceptance of these Terms.
Acceptance by the Customer of a Soul Shutters Ltd quotation includes acceptance of these Standard Terms and Conditions.
We are committed to offering high-quality, great-value products and excellent service.
Soul Shutters Ltd guarantees that it will maintain Employee and Public Liability Insurance at all times and will provide evidence of such insurance upon request.
Any variation or addition to these Standard Terms and Conditions agreed between Soul Shutters and the Customer will be detailed on the confirmation of order. Such additions or variations will apply in conjunction with these Standard Terms and Conditions, except where specifically indicated and agreed otherwise.
All parties acting jointly as the Customer, i.e. spouse and/or domestic partners etc., shall be jointly liable for the terms of the accepted contract.
Soul Shutters agrees to provide the materials and/or carry out the work as detailed on the quotation and duly accepted by the Customer, in a timely, professional and competent manner and to meet with all regulatory and safety standards at all times.
Soul Shutters assures that all operatives involved with the work shall be appropriately skilled and qualified as necessary for the work they undertake and further, that all apprentices and non-skilled operatives shall be properly instructed and supervised at all times.
Soul Shutters agrees to comply with all Health and Safety requirements and directives as issued by the Health and Safety Executive (HSE) in respect of all parties (customers, workers, the public and other persons), as related to and relevant to the work.
Soul Shutters warrants that all equipment, tools, machinery and sundry items used in fulfilling the Contract shall be of the appropriate type and conform to current safety standards at all times.

Soul Shutters obligates that all materials supplied under the contract shall be of the type and standard specified within the quotation to the Customer, and in all cases shall comply with any relevant current British, European or International Standard as appropriate.
Soul Shutters will provide an anticipated delivery and/or installation date to the customer at the time of acceptance of the quotation. A delivery and/or installation date will be agreed with the customer, subject to the commitments of Soul Shutters and the Customer, once the final date of manufacture and/or supply is known.

3. Quotations

All quotations are provided free of charge and without obligation.
A quotation is an invitation to place an order, not a binding offer. The Contract is formed only upon Seller’s acceptance.
Prices quoted may change without notice and are valid for 30 days unless withdrawn sooner.
Quotations provided to the Customer will be based on the requirements and/or information given by the Customer. Quotations will be subject to alteration, variation or refusal, if the required work content and/or specification changes and/or the information provided is incorrect.

4. Delivery & Installation

Estimated delivery is 8–12 weeks from order; for shaped or custom-colour shutters, 8–14 weeks.
These are custom-made products; delays may occur due to external factors. We will notify you of any delay as soon as possible.
We are not liable for losses due to delivery delays. Time is not of the essence for delivery or installation.

Upon Installation:

The Goods are deemed accepted upon delivery or installation unless defects are reported within 30 days.
Shutters are installed close to the window and measured to avoid handles, but not keys. If you wish to retain window keys, this must be communicated in advance.
Buyer must clear all work areas. Soul Shutters is not liable for damage to items not removed or for obstructions unless caused by negligence.
Uneven walls or recesses may require planing during fitting. This is standard practice and not considered a defect.
Installations may be postponed on short notice due to unforeseen circumstances. Compensation will not be offered for such postponements.
Cancellations must be notified 72 hours before the scheduled install time, unless due to illness or events beyond the Buyer’s control.

4.10. Incidental Works and Redecoration

Unless otherwise agreed in writing, the Buyer shall be solely responsible for any incidental redecoration, remedial work, or associated repairs required as a result of the installation of the Goods by Soul Shutters Ltd. This includes, but is not limited to, paintwork touch-ups, plastering, filling of fixing holes, or repair to surrounding surfaces.
Soul Shutters Ltd will take reasonable care during installation, but the nature of the work may necessitate minor cosmetic alterations post-installation, which shall not be deemed the responsibility of the Seller.

4.11. Order Confirmation and Specification Accuracy

When placing an order and receiving the invoice, the Buyer must carefully check all order details and specifications.
It is the sole responsibility of the Buyer to ensure that the specifications are complete and accurate.
Any amendments or corrections must be communicated to Soul Shutters Ltd within 24 hours of receiving the invoice.
Failure to do so will result in the order proceeding as specified, and any changes after this period may be subject to additional charges or deemed unfeasible.

4.12. Reporting of Defects Post-Installation

Following completion of any supplied and installed items by Soul Shutters Ltd, the Customer is obligated to report any faults or defects to Soul Shutters Ltd immediately upon discovery.
The Customer agrees to provide Soul Shutters access to inspect the work in order to identify the cause and, where appropriate, rectify the fault or defect.

5. Retention of Title

Goods remain the property of Soul Shutters Ltd until full payment is received.
Buyer’s right to possession ends if payment is overdue, if insolvency occurs, or if any action jeopardizes the Seller’s title to the goods.

6. Payment Terms

A 75% deposit (incl. VAT) is required to confirm your order, unless agreed otherwise.
The remaining 25% balance is due at least 2 working days before installation.
We accept cash, debit/credit cards, and bank transfers.
We reserve the right to involve debt recovery agencies for unpaid balances.

7. Cancellation Policy

As all products are custom-made, cancellations and changes are not permitted once the order is confirmed and deposit received.
The Buyer must verify any changes within 24 hours, once deposit paid.
The 75% deposit is non-refundable.

If manufacture has been completed at the time of cancellation, the full order cost is payable.
As custom products, these orders are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013.

8. Warranty & Returns

Hardwood, UPVC, and Faux Wood Shutters: 10-year warranty
MDF shutters: 5-year warranty
Blinds & Motorised Blinds: 1–2 Year Warranty (Depending on the type of blind)
Warranty begins once the full balance is paid.
Warranty covers manufacturing defects only. It excludes wear and tear, accidental damage, and environmental effects such as sun fading or moisture damage.
Claims must be made within 30 days of delivery/installation.
Minor imperfections not visible from 1.2 meters under natural light are not considered defects.

9. Product Information & Limitations

Product images and descriptions are illustrative. Small variations may occur.
It is the Buyer’s responsibility to ensure all provided specifications are accurate.
Soul Shutters blinds and shutters are not marketed or sold as blackout or room-darkening products. Total light occlusion is not guaranteed.
Every effort will be made by Soul Shutters Ltd to match colours (e.g. paints and stains) against samples. However, due to the natural and sustainable nature of the materials used, where natural variations of grain and colour can occur, Soul Shutters cannot guarantee precise colour matching in all instances.
Buyer must inspect the product pre-installation for colour and design.
Natural wood variations (e.g., grain or tone) are expected.
Colour accuracy is not guaranteed, especially in different lighting or near tinted windows.
Soul Shutters reserves the right to withdraw any product, finish, or colour from its range without prior notice and cannot guarantee continued availability after an order is placed.
Seller is not responsible for window changes (e.g., new handles, windows or alarms) made after final measure. Any necessary adjustments post-order are chargeable.

10. Privacy Policy

We collect only necessary personal data (e.g., name, address, contact details).
Data may be shared with third parties for order fulfilment only.
We do not sell or rent customer data.
Financial details are never stored and are securely disposed of.
You may request modification or deletion of your data by contacting: enquiries@soulshutters.co.uk
Soul Shutters Ltd, Astral Towers, Betts Way, Crawley, RH10 9XA (Mailing Enquiries Only)

11. Governing Law

All contracts are governed by English law.
Disputes will be subject to the exclusive jurisdiction of English or European courts.
Either party may refer disputes to arbitration through the London Chamber of Commerce.

Terms & Conditions