Terms and conditions

Preview terms — to be provided to customers before accepting an order. Updated 10 October 2026.

Who we are

These terms apply to consumer orders for shutters and associated installation supplied by Ryan Clilverd trading as Shutter Master, referred to as “we”, “us” or “our”. “You” means the customer named on the quotation. Business purchases require separately agreed terms.

Contact us at sales@shuttermaster.co.uk or 0800 193 0363. Business and complaints address: 23 Forest Close, Baughurst, RG26 5PB. These terms do not refer to the former Shutter Master Ltd or its previous address.

Your quotation and order

Our quotation describes the goods, installation work, agreed specification, total price, payment arrangements and estimated lead time. It remains valid for 30 days unless a different period is stated. After that period, we will usually honour it if there have been no price increases; please ask us to confirm the price before accepting or paying a deposit. Website estimates are guides, not confirmed quotations.

We provide these terms before you commit to an order. You accept the quotation and these terms either by confirming acceptance by email or by paying the agreed deposit. Your acceptance forms the contract for the agreed specification and price. We will send you written confirmation of your order. Any required survey and final specification must be completed before we issue a quotation for acceptance.

Please check the written specification, including material, style, colour, louvre size and operation, and tell us about any errors before you accept the order. We remain responsible for measurements taken by us and advice on suitability that we provide. Any agreed change to the specification, price or these terms will be confirmed in writing. Significant product substitutions require your agreement; we do not impose them unilaterally.

Price and payment

For supply and installation orders, the quoted price includes delivery and installation unless the quotation expressly states otherwise. Shutter Master is currently not VAT registered and does not charge VAT. We will not add VAT or change an accepted total price without a lawful basis and your agreement.

A 50% deposit is payable when ordering unless a different arrangement is agreed in writing. The balance is due on completion of installation, once you have had an opportunity to inspect the work, before the installation team leaves. Please raise any concerns at that time so we can address them. This does not require you to waive your rights concerning faulty goods, incomplete work or defective installation.

We accept bank transfer, Tide card payments or payment links, and business PayPal payments. Tide supports Visa, Mastercard, American Express, Apple Pay and Google Pay. Use the payment details supplied directly with your quotation or invoice. We do not collect or store customer card credentials or bank-account details; payment providers process their own payment information.

Changes and cancellation

Your shutters are manufactured to the measurements and specification agreed for your property. The statutory change-of-mind cancellation right for distance and off-premises sales generally does not apply to goods made to your specifications or clearly personalised. This exception does not remove your rights if goods are faulty, not as described or incorrectly installed.

If you want to change or cancel an order, contact us promptly by email or telephone. Before supplier processing, changes may be possible; we will confirm any revised price or lead time before you agree. Once a bespoke supplier order has been processed, changes or cancellation may be impractical. We will check what can still be stopped or changed rather than assuming every request is impossible.

Where no statutory cancellation right applies and we agree to end the order at your request, any cancellation charge or amount retained will be limited to reasonable, evidenced losses directly resulting from cancellation. We will take reasonable steps to reduce those losses and deduct saved costs and recoverable amounts. We will explain the calculation and refund any excess payment. Bespoke manufacturing commitments may make the loss substantial, but the deposit or full payment is not automatically forfeited.

For any separate service-only or non-bespoke contract with a statutory cancellation right, we will provide the applicable notice and cancellation form before agreement. Separate service-only distance or off-premises contracts normally have a 14-day cancellation period from the day after agreement. We will obtain your express request before starting eligible services during that period, explain any proportionate charge on cancellation, and obtain the required acknowledgement before a fully performed service loses its cancellation right. Applicable statutory rights and refund deadlines take priority over these terms.

Delivery and installation

The quotation or order confirmation gives the estimated lead time and any agreed delivery or installation deadline. Lead times reflect manufacturing and delivery and are not automatically a booked installation date. Bespoke orders often take more than 30 days; the longer period must be agreed with you.

We will keep you informed of material delays and arrange a suitable installation appointment. Supplier delays do not remove our responsibility to fulfil your contract. If an agreed deadline is missed, your statutory rights apply, including requiring delivery within an appropriate additional period or ending the contract where legally entitled. If a particular date is essential, tell us before ordering so we can agree whether it can be met.

If circumstances outside either party’s reasonable control affect the work, the affected party will notify the other and take reasonable steps to reduce the impact. We will discuss a revised timetable; this does not permit indefinite delay or remove any right to end the contract or receive a refund. We do not guarantee installation within ten working days of supplier delivery unless expressly agreed.

Preparing your property

Please provide safe access to the installation areas and tell us about access restrictions, hazards or relevant property conditions. Move fragile belongings and provide clear working space. Arrange any necessary landlord, building or other permissions. Removal and disposal of existing window coverings is your responsibility unless included in the quotation.

Tell us before work proceeds about changes after the survey that may affect fitting, including replacement windows, plastering, tiling or other building work. A further survey may be needed. We will explain and agree any additional work, reasonable cost or timing change before proceeding; we will not impose undisclosed automatic charges.

If you need to rearrange installation, contact us promptly. Any proposed storage or repeat-visit charge must be explained, reasonable and agreed in advance; our statutory obligations remain unaffected.

Our work and product appearance

We supply goods matching the agreed description, of satisfactory quality and fit for any purpose made known to and agreed with us, and carry out installation with reasonable care and skill. We use appropriate protective coverings and take reasonable care of your property. Any making-good work included in the quotation will be identified. We remain responsible for damage caused by our failure to exercise reasonable care and skill.

Natural timber can vary in grain and shade, and later orders may not exactly match earlier ones. Samples and screens may show colour differently. We will explain relevant characteristics before you order. Normal disclosed variations do not excuse goods that materially depart from the agreed description or fail to meet statutory quality standards.

Warranty and aftercare

Our product warranties run from installation and apply to the original purchaser at the original installation address. They are not transferable. Hardwood and Premium Hardwood carry five years; Hardwood ABS, Composite EU, Composite China and Aluminium shutters carry ten years. Blackout blinds carry two years for the blind component; the shutter retains its material warranty.

The warranty covers defects in materials or workmanship. For a valid claim we arrange repair or replacement of the affected shutter or component at no cost to you, including necessary labour and travel. Contact us with your quotation or SM reference, installation details and a description of the problem; photographs may help.

The additional warranty does not cover accidental damage, misuse, unauthorised alterations or normal wear and tear. Follow the care guidance provided, including gentle dusting and cleaning without soaking or abrasive chemicals. Warranty exclusions apply to damage attributable to those causes, not automatically to an unrelated defect. We agree a price before carrying out chargeable work outside warranty.

This warranty is additional to your statutory rights and does not replace or shorten them. Keep your quotation, final receipt and aftercare information.

Faults complaints and refunds

Please tell us promptly if you identify a fault, incorrect specification or installation problem. There is no ten-working-day deadline that removes your statutory rights. We will assess the issue and provide the remedy required by law, which may include repair, replacement, repeat performance, a price reduction or refund, depending on the circumstances.

Your contract is with Shutter Master. Statutory remedies do not depend on manufacturer approval. We will discuss your concern directly and explain the proposed next steps. Any statutory refund is made within the applicable legal deadline and normally by the original payment method unless you agree otherwise.

Raise a complaint by email or telephone using the contact details above. We will investigate and keep you informed. If we cannot resolve it, we will provide the alternative dispute resolution information required by law, including whether we are obliged or willing to participate; these terms do not claim membership of any particular scheme.

Responsibility and your legal rights

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be limited. There is no blanket cap restricting your claim to the order price.

These terms concern domestic consumer purchases. Goods are not supplied for commercial use unless separately agreed. Nothing in these terms removes mandatory consumer protections. If a provision is unenforceable, the remaining provisions continue so far as legally possible.

English law governs the contract. Consumers retain any mandatory protections and rights to bring proceedings in the courts of the UK country where they live. These terms do not impose exclusive English court jurisdiction on all consumers.

Personal information

We use personal information to handle enquiries, quotations, orders, installation and aftercare as explained in our privacy policy. Buying from us does not automatically subscribe you to marketing. Installation photographs are not automatically authorised for public marketing; we seek appropriate permission separately.