Returns &
Refund Policy

Before Manufacture Starts

You may request to cancel your order before manufacturing has started. Please contact us as soon as possible.

Where cancellation is accepted before manufacture begins, we will refund any payment made, less any reasonable charges for services already provided, such as design work, survey work or other costs already incurred.

After Manufacture Has Started

Once manufacture has started, your shutters are being made specifically for you. At this stage, cancellation is not normally possible because the products cannot be resold or used for another customer.

Made-to-Measure Products

Made-to-measure shutters cannot usually be returned if:

• You change your mind
• You ordered the wrong size
• You supplied incorrect measurements
• You selected the wrong colour, material or style
• You no longer require the product
• The shutters are unsuitable because of incorrect DIY installation
• You did not check recess depth, handles or obstructions before ordering

This is because each order is manufactured specifically for the customer and cannot usually be resold.

Supply-Only Orders

Shutters are manufactured using the measurements you provide. British Shutters cannot accept responsibility if shutters do not fit because incorrect measurements were supplied by the customer.

British Shutters Measuring Service

Where British Shutters provides a professional measuring service, we are responsible for the measurements taken by our representative, provided the window area has not changed after measurement.

If changes are made after measuring, such as plastering, tiling, new windows, new flooring or structural alterations, you must tell us before manufacture begins.

If the outer packaging is damaged, please open all boxes as soon as possible and check the contents carefully.

If any shutters, frames or parts are damaged, please email us with your order number, details and clear photographs of the damage and packaging.

If you discover a possible fault after installation, please contact us with photographs and a description of the issue.

Where the issue is caused by a manufacturing fault, we will review the matter under this policy and our 10 Year Warranty. Where the issue is caused by incorrect installation, unsuitable fixings, accidental damage or alteration after fitting, this may not be covered.

Where a refund is agreed, it will usually be processed back to the original payment method.

Refund times may vary depending on your bank, card provider or payment provider.

Refunds will only be issued once the issue has been reviewed and, where required, goods or parts have been returned or inspected.

In many cases, the quickest solution may be to supply replacement parts rather than replacing the complete shutter.

This may apply to hinges, magnets, screws, frames, louvre components, individual panels or other affected parts.

Please do not return any goods without contacting us first. Because shutters are large, fragile and made-to-measure, we may need to arrange a specific return method or provide instructions.

Goods returned without prior agreement may not be accepted.

Please email our customer support team at help@britishshutters.co.uk and include:

We will review your request and advise the next steps.