Terms & Conditions

Terms & Conditions | Purely Shutters

We are an open and transparent business, so we’ve kept the small print to a minimum. Still, it’s definitely worth reading our T&Cs to avoid any potential confusion further down the line.

We believe very strongly in our customers’ right to privacy. We will never trade, sell, rent, lease, barter, or otherwise share any customer info with a third party. If you provide your email address we will send you occasional notices of new releases, newsletters or other information directly related to our products.

Our customer records are not for sale or trade, and we will not disclose our customer data to any third party except as may be required by law.

Any information that you provide to us in the course of interacting with our sales or technical support departments is held in strict confidence. This includes your contact information (including, but not limited to your email address and phone number), as well as any data that you supply to us in the course of a technical support interaction.

We encourage all of our customers to register via our Website. By registering, you allow us to confirm your eligibility for discounted upgrade pricing, when appropriate, as well as your eligibility for other special offers that we may make to our customers from time to time.

The General Data Protection Regulation – May 2018

Under the General Data Protection Regulation (GDPR), introduced in May 2018, you have the right to request a copy of the personal information that Purely Shutters holds about you and to have any inaccuracies corrected. We will use reasonable efforts within our legal duty to supply, correct and/or delete the personal information we hold on file. If you reside in the UK, please address requests and questions about this or anything else related to GDPR to Purely Shutters, Quayside House, Basin Road South, Hove, BN41 1WF.

If you reside outside of the UK, please email data@tcmmshuttergroup.com.

When booking an appointment or requesting a Purely Shutters brochure you’ll be asked whether or not you consent to be sent marketing communications such as product news, inspiration, competitions or sales information. If you choose to opt out of these communications, Purely Shutters will not send you any emails outside of administrative (order confirmation, delivery updates etc.) purposes.

If you already receive marketing communications from us and would like to opt out of these, you can do so by contacting us.

As a final measure, you can request that any personal information Purely Shutters holds on you is completely removed from our database. To do so, please send requests to the above address in writing (if within the UK. If you reside outside of the UK, please send an email to data@tcmmshuttergroup.com.)

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4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours and materials accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colouring of the products. Your product may vary slightly from those images. This is because of variations in the natural material used to make the product, tonal differences may look different under different lighting and because the type of monitor used and its display settings affect how colours, shades and tones appear on screen. Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website have a +/-2-4mm tolerance. If an accurate colour matching is required, we recommend that you order a sample from use prior to placing your order. A variation in colour or pattern or material between the delivered goods and the sample, image or description does not entitle you to reject the goods or to claim compensation.
4.2 Imperfections. The products are made from a natural material, namely wood, and as such there may be some minor imperfections which are not readily apparent at a distance of four feet or under ordinary light and no such imperfections shall be accepted as defects of the products. We reserve the right to determine, at our sole discretion, whether a minor imperfection is to constitute a defect.
4.3 Fair wear and tear. As the products are made from a natural material they will also react to lighting and the conditions in which they are based. This will include fading or discolouration as a result of exposure to sunlight. Additionally, where the products are based in an area with extreme damp or variable conditions, including window condensation, they may be affected by this. Where these issues cause wear and tear as above we will not accept these as a defect of the product. We reserve the right to determine, at our sole discretion, whether the effects are caused by the conditions which the products have been based in.

7.1 When we will provide the products or services. During the order process we will let you know when we will deliver or supply/install the products. Our current turnaround times will be set out further in your order confirmation or on our website.
7.1.1 If the products are goods.
(a) Supply and Install: We will keep you updated on the progress of your order usually via email. We will contact you once your order arrives into our UK warehouse with a date for the installation of your goods. Installation will need to be arranged and carried out within a reasonable period of time following us notifying you (being no more than 4 weeks). Where you cannot accept and arrange installation within a reasonable period of time we will require the balance payable to be settled in full. We will then deliver the products to you where you will need to store these until you are able to accept and arrange for installation. Where you are unable to accept delivery of the goods, and we have to store these on your behalf, we will charge you at a daily rate to be notified to you until you are able to accept delivery or arrange for installation.

7.2 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. For instance, where there may be a delay in receiving the products from our overseas supplier. Provided we do this we will not be liable for delays caused by the event.
7.3 If you have ordered Supply and Install and are not on site during inspection and/or installation. If you have ordered Supply and Install and are not on site during inspection and/or installation, the shutters will be measured and/or installed in accordance with our standard practices, unless previously agreed between us and you.
7.4 If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts,
we are unable to contact you or re-arrange access to your property we may end the contract and clause 10.2 will apply.
7.5 When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver and install the product to the address you gave us or you.
7.6 When you own goods. You own a product which is goods once we have received payment in full.
7.7 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, a date in which we can carry out the services. If so, this will have been stated in the description of the products. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.11 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
7.11.1 deal with technical problems or make minor technical changes;
7.11.2 update the product to reflect changes in relevant laws and regulatory requirements;
7.11.3 make changes to the product as requested by you or notified by us to you (see clause 6).
7.12 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 4 weeks we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 4 weeks and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
7.13 Alterations made after measurements. If you alter the area where installation is to take place, including but not limited to: plastering, fitting of units or anything else which encroaches on the window area, change the window frames, install anything which obstructs access to the installation area (such as taps in a bathroom, or drawers in a bedroom), then we will not be responsible in any way for the products not fitting. You will still be responsible for the goods.

8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract and whether you are a consumer or business customer:
8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.3;
8.1.3 If you are a consumer and have just changed your mind about the product, see clause 8.4. You may be able to get a refund if you are within the cooling-off period and, if this is applicable to you and your products, and the product is not a made to measure product, but this may be subject to deductions and you will have to pay the costs of return of any goods;
8.2 In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 8.7.
8.3 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.3.1 to 8.3.4 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.3.1 we have told you about an upcoming change to the product not yet provided which will have a significant impact on the functioning or quality of the product or these terms which you do not agree to (see clause 6.2);
8.3.2 we have told you about an error in the price (which results in increased costs to be paid by you) or description of the product you have ordered (which affects any use of the products) and you do not wish to proceed;
8.3.3 there is a risk that supply of the products may be significantly delayed of more than three weeks because of events outside our control; or
8.3.4 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 4 weeks.
8.4 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). All of our products are made-to-measure specifications or are clearly personalised and accordingly, you do not have a right to change your mind (regulation 28(1)(b), Consumer Contract Regulations).
8.5 When consumers do not have the right to change their minds. You do not have a right to change your mind in respect of:
8.5.1 made-to measure products;
8.5.2 services, once these have been completed, even if the cancellation period is still running;
8.5.3 any products which become mixed inseparably with other items after their delivery.
8.6 How long do consumers have to change their minds? How long you have depends on what you have ordered and how it is delivered. Have you bought services (for example, installation services)? If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
8.7 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we may refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you).

11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us providing us with photos of both the product and any related box/packaging to enable us to make an assessment. You can telephone our customer service team at 0800 038 5311 or write to us at hello@purelyshutters.co.uk. Alternatively, please speak to one of our staff in-store.
11.2 Warranty. As well as your rights in respect of a defective we offer a 36 month full warranty from the date of Delivery (the Warranty Period). Where your goods are defective, we shall, as appropriate repair or replace free of charge the defective goods.
11.2.1 You should give us notice in writing, by email and to include photos of any concerns during your warranty period.
11.3 The warranty only applies to the goods in respect of:
11.3.1 structural defects;
11.3.2 warping; or
11.3.3 Significant paint or stain discolouration.
11.3.4 (the Defects)
11.4 ‘Shutters Assured’ In addition to our 36 month full warranty we offer our ‘Shutters Assured’ extended guarantee. This guarantee covers the period between the third and tenth anniversary of the original fitting date.
11.5 Details of our guarantee can be found here: https://www.purelyshutters.co.uk/10-year-guarantee/
11.6 Our call out fee is applied to each visit to your property during our extended guarantee period and will be required to be paid prior to the date of our visit. The call out fee is subject to change due to inflation or at our discretion.
11.7 Where any Defects are caused by your actions or omissions (such as not adhering to the After Care Instructions provided) then your Warranty may become null and void and therefore any repairs or replacements will not be covered by the warranty nor our extended guarantee.
11.8 Where you have requested a visit to repair or replace a defective product and have not provided sufficient evidence that the products have a Defect and we subsequently make a visit which we determine, at our absolute discretion, to be unwarranted we reserve the right to charge you our reasonable costs of such visit. For any visits subsequent to this we will provide a quote beforehand, with payment falling due before the visit.
11.9 If you choose to remove the goods, either yourself or by hiring an unconnected third party, or if you tamper, modify, change or amend the products the terms of the Warranty will become null and void.

13.1 Where to find the price for the product. The price of the product (which includes VAT for consumers) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. Any price displayed on our website shall be subject to change at any time. However please see clause 13.3 for what happens if we discover an error in the price of the product you order.
13.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
13.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
13.4 When you must pay and how you must pay. We accept payment by all major credit cards, except American Express. When you must pay depends on what product you are buying:
13.4.1 For Online goods, where orders are placed online you must pay all of the purchase price for the products at the time of the order and before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
13.4.2 For Supply and Install goods and services, where orders are placed online you must pay remaining 50% 2 business days before installation.
13.4.3 For services, you must make an advance payment as agreed before we start providing them. We may invoice you for any balance of the price of the services when we have completed them.
13.5 Our right of set-off if you are a business customer. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
13.6 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
13.7 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
13.8 Any and all discounts apply only to orders over £500.00 RRP.

Terms & Conditions

Terms & Conditions | Purely Shutters

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