TERMS AND CONDITIONS OF SALE
IMPORTANT NOTICE TO CONSUMERS
All products supplied by Roller Shutters Online are manufactured to your individual specification and measurements. Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to goods that are clearly personalised or made to your personal specification, provided those goods genuinely meet that definition.
However, your statutory rights under the Consumer Rights Act 2015 are not affected. These include your short-term right to reject faulty goods within 30 days, your right to repair or replacement, and all other protections that apply to you as a consumer.
1. Definitions
In these Terms, the following definitions apply:
“We”, “Us”, “Our”: Roller Shutters Online, a trading name operating through www.rollershuttersonline.co.uk.
“You”, “Your”: The person or entity placing an Order with us.
“Consumer Customer”: A natural person acting outside their trade, business, craft, or profession.
“Business Customer”: A person or entity acting in the course of their trade, business, craft, or profession.
“Contract”: The agreement formed when We accept Your Order in accordance with clause 2.
“Goods”: The roller shutters and associated products manufactured to Your specification and supplied by Us.
“Order”: Your request to purchase Goods as submitted via Our website, email, telephone, or otherwise in writing.
“Specification”: The dimensions, materials, colours, and other technical details You provide or confirm in connection with Your Order.
“Working Day”: Monday to Friday, excluding UK public holidays.
2. Formation of Contract
2.1Â These Terms govern all Orders placed with Us to the exclusion of any other terms You seek to impose or incorporate.
2.2Â An Order constitutes an offer to purchase Goods in accordance with these Terms. No Contract is formed until We issue written acceptance of Your Order (which may be by email).
2.3Â We reserve the right to decline any Order at Our sole discretion prior to acceptance.
2.4Â You are responsible for ensuring that the details in Your Order are accurate and complete before submission. We will not be liable for errors in the Specification provided by You.
3. Bespoke Goods and Cancellation
3.1Â All Goods are manufactured to Your individual Specification and constitute bespoke goods within the meaning of Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where those Goods are genuinely made to Your personal specification. In such cases, the statutory 14-day right to cancel does not apply once manufacture has commenced.
3.2Â For Business Customers, all Orders are non-cancellable and non-refundable once accepted by Us.
3.3Â For Consumer Customers, if You believe You have a cancellation right in the particular circumstances of Your Order, You must notify Us immediately. We will assess whether the right applies on a case-by-case basis.
3.4Â Where We agree to cancel an Order at Your request before manufacture has commenced, We reserve the right to charge a cancellation fee to recover reasonable administrative costs. Any such fee will be communicated to You before deduction.
3.5Â Nothing in this clause affects Your rights under the Consumer Rights Act 2015 in respect of faulty, misdescribed, or non-conforming Goods.
4. Specification and Measurements
4.1Â You are solely responsible for providing accurate measurements, dimensions, and all other details that form the Specification for Your Order.
4.2Â We will manufacture the Goods strictly to the Specification You provide. We do not carry out site surveys or independent verification of measurements unless expressly agreed in writing.
4.3Â If the Goods are manufactured in accordance with the Specification You have provided but subsequently do not fit or function as intended due to inaccurate measurements or other errors in Your Specification, We will not be liable for the cost of replacement or rectification, and no refund will be due.
4.4Â Where You request amendments to a Specification after Order acceptance, We will endeavour to accommodate reasonable changes but reserve the right to treat significant changes as a new Order and charge accordingly.
4.5Â Images and illustrations on Our website are for illustrative purposes only. Colours and finishes may vary from those depicted owing to screen calibration and manufacturing tolerances.
4.6Â If Your property is located within 5 miles of a coastline, in an area of high salinity, high humidity, or an environment that may accelerate corrosion, You must disclose this to Us at the point of Order. Failure to do so may affect Your warranty entitlement under clause 9.
5. Price and Payment
5.1Â All prices quoted are inclusive of VAT at the prevailing rate unless otherwise stated.
5.2Â The price for the Goods is as set out in Our quotation or as displayed on Our website at the time You place Your Order. Prices are subject to change without notice prior to Order acceptance.
5.3Â Full payment is required at the time of placing Your Order. Manufacture will not commence until cleared funds have been received in full. No Contract will be formed until payment is received.
5.4Â We accept payment by the methods stated on Our website. All payments are subject to security verification.
5.5Â If payment fails or is charged back following Order acceptance, We reserve the right to suspend manufacture and recover Our costs, including reasonable debt recovery expenses.
6. Delivery
6.1Â Estimated delivery timeframes are provided at the point of Order and are indicative only. Time is not of the essence for delivery unless We have expressly agreed otherwise in writing.
6.2Â Delivery will be made to the address specified in Your Order. You are responsible for ensuring that the delivery address is accurate and accessible.
6.3Â Risk in the Goods passes to You on delivery. For Consumer Customers, risk passes when the Goods are delivered to You or to a carrier arranged by You.
6.4Â Ownership of the Goods remains with Us until full payment has been received and cleared.
6.5Â If delivery is delayed due to circumstances beyond Our reasonable control, We will notify You as soon as practicable. Where delays are caused by You (including failure to provide access or accept delivery), We reserve the right to charge reasonable storage or re-delivery costs.
6.6Â You must inspect the Goods on delivery and report any damage or shortfall to Us in writing within 2 Working Days of receipt. Failure to do so may affect any claim You raise in connection with delivery damage.
7. Installation
7.1Â Unless expressly agreed in writing, We supply Goods only. Installation is not included in the Contract price.
7.2Â You are responsible for ensuring that the installation environment is suitable, including adequate structural support, electrical supply (where applicable), and compliance with all applicable planning and building regulations.
7.3Â We recommend that Goods are installed by a competent person in accordance with Our installation instructions. Where You choose to install the Goods yourself or through a third party, this does not automatically void Your warranty, provided installation is carried out in accordance with Our written guidance.
7.4Â We accept no liability for damage caused by improper installation or failure to follow Our installation instructions.
8. Faulty Goods and Your Statutory Rights
8.1Â Nothing in these Terms affects Your statutory rights. If You are a Consumer Customer, the Goods must conform to the Contract. This means they must match the agreed Specification, be of satisfactory quality, and be fit for purpose.
8.2Â Consumer Customers have a short-term right to reject Goods that do not conform to the Contract within 30 days of delivery. This right cannot be reduced by agreement and is not affected by anything in these Terms.
8.3Â After the 30-day period, Consumer Customers retain the right to request a repair or replacement where Goods are not in conformity with the Contract. If repair or replacement is not possible or not carried out within a reasonable time, You may be entitled to a price reduction or a final right to reject.
8.4Â Business Customers must notify Us in writing of any defect or non-conformity within 14 days of delivery. Failure to do so will be deemed acceptance of the Goods.
8.5Â Claims under this clause do not apply where: (a) You have misused or modified the Goods; (b) the defect arises from fair wear and tear; or (c) the defect arises from an inaccuracy in the Specification provided by You.
9. Warranty
9.1Â We provide a 12-month warranty against defects in materials and workmanship from the date of delivery (“Warranty Period”).
9.2Â This warranty does not cover: (a) fair wear and tear; (b) damage caused by misuse, improper installation, or failure to follow Our installation instructions; (c) damage arising from failure to disclose coastal or high-salinity environments as required by clause 4.6; (d) modifications made by You or a third party without Our written consent.
9.3Â To make a warranty claim, You must notify Us in writing during the Warranty Period, describing the defect in reasonable detail. We will assess the claim and, at Our discretion, repair or replace the defective Goods or component.
9.4Â This warranty is in addition to, and does not affect, Your statutory rights as a Consumer Customer.
10. Limitation of Liability
10.1Â Nothing in these Terms limits or excludes Our liability for: (a) death or personal injury caused by Our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded by law.
10.2Â For Consumer Customers: nothing in these Terms limits rights conferred by the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
10.3Â For Business Customers only: Our total liability to You in connection with any Contract shall not exceed the price paid for the Goods under that Contract. We shall not be liable to Business Customers for loss of profits, loss of business, loss of data, or any indirect or consequential loss arising from or in connection with the Contract.
10.4Â We are not liable for any failure to perform Our obligations under the Contract where that failure results from circumstances beyond Our reasonable control (see clause 13).
11. Intellectual Property
11.1Â All intellectual property rights in Our website content, product designs, technical drawings, and documentation remain vested in Us or Our licensors.
11.2Â You may not reproduce, copy, or use any such content for commercial purposes without Our prior written consent.
12. Complaints and Dispute Resolution
12.1Â If You have a complaint, please contact Us in the first instance by email at the address listed on Our website. We aim to acknowledge complaints within 2 Working Days and provide a substantive response within 10 Working Days.
12.2Â If We are unable to resolve Your complaint to Your satisfaction, You may be entitled to refer the matter to an alternative dispute resolution (ADR) body. We will provide details of any ADR scheme We are enrolled in upon request. Consumer Customers may also use the Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr.
12.3Â Nothing in this clause prevents You from commencing legal proceedings if You consider it necessary.
13. Force Majeure
13.1Â We will not be in breach of these Terms or liable for any delay or failure to perform Our obligations where that failure results from circumstances beyond Our reasonable control, including acts of God, fire, flood, epidemic, war, civil unrest, industrial action, or disruption to supplies.
13.2Â We will notify You as soon as practicable of any force majeure event and its expected duration.
13.3Â If a force majeure event continues for more than 30 days, Consumer Customers may cancel the Contract and receive a full refund of amounts paid. Business Customers may cancel the Contract by written notice, and We will refund amounts paid less the reasonable value of any work carried out prior to cancellation.
14. Data Protection
14.1Â We process personal data in accordance with Our Privacy Policy, available on Our website. By placing an Order, You acknowledge that We will process Your personal data for the purposes of fulfilling the Contract and for related communications.
15. Governing Law and Jurisdiction
15.1Â These Terms and all Contracts formed under them shall be governed by and construed in accordance with the law of England and Wales.
15.2Â Any dispute arising in connection with these Terms or any Contract shall be subject to the exclusive jurisdiction of the courts of England and Wales, save that Consumer Customers resident in Scotland or Northern Ireland may bring proceedings in the courts of their home jurisdiction.
16. Changes to These Terms
16.1Â We reserve the right to amend these Terms at any time. The Terms that apply to Your Order are those in force at the date Your Order is accepted. Any amendment will not affect existing Contracts.
17. Severance
17.1Â If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision will be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The remaining provisions will continue in full force and effect.
Version 2.0 | June 2026 | This document should be reviewed by a qualified solicitor before publication. It does not constitute legal advice.