Our Terms and Conditions

GENERAL

Our Terms and Conditions of Supply of Goods are ruled by the requirements of the Consumer Rights Act (CRA) 2015, The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and The Child safety requirements BS EN 13120:2009+A1:2014. According to The Consumer Contracts Regulations 2013, made to measure goods are excluded from the 14-day right to cancellation. Our terms and conditions are written in accordance with the laws of England and Wales and will only be decided in English courts.

CONTRACT

When you place an order on our website, the contract will be finalised only when we send you an email confirmation of the order details. Please review this email promptly and notify us immediately if there are any errors. If, after 1 hour of placing the order and having checked junk/spam folders, you have not received the confirmation email please contact us.

If we are unable to accept your order, we will notify you as soon as possible and refund any payments made. By providing us with your email address, you agree to receive documents, order and delivery information from us via email. If an order is placed over the phone, we will send confirmation of the details by email. Only once you have confirmed, in writing, that the details are correct will we process the order.

GOODS

The goods you receive from us must be as follows:

Of satisfactory quality, fit for common purpose, or any purpose communicated to and agreed by us, and must meet any description provided by us. The images of our products, provided online, by e-mail or in leaflets and/or brochures, are for illustrative purposes only and we cannot guarantee that the printed and/or screen-displayed colours or finishes shown will reflect the colour and/or finish of our goods accurately.

Similarly, fabrics and components can vary slightly between batches and therefore between samples. We cannot guarantee the same batch numbers are used where goods are ordered on separate occasions.

We strongly advise using our free sample service, to compare colour and/or finish of fabrics and slats, prior to placing your order. We also offer some chargeable kits to allow comparison of some hardware colours, finishes and suitability.

Packaging may also vary, depending on blind type.

As our goods are made to your specific requirements, you do not have the right to cancel or return them if you change your mind.

GUARANTEE

We offer a 1-year guarantee on any manufacturing faults. In addition, we provide a limited 2-year guarantee making a total of 3 years.

BeSure Promise products only; we offer a 2-year guarantee on any manufacturing faults plus a limited 2-year guarantee, making a total of 4 years.

Full details of the guarantees can be found on our website, a link to which will be sent with your order confirmation. By accepting our full terms and conditions, You agree to the details found on this link.

CHILD SAFETY

Legislative requirements are in place to reduce the risk of strangulation to young children. If the goods you have ordered contain any safety device(s) they are to be fitted in accordance with child safety requirements. You are required to fit such device(s) and, by accepting our Terms and Conditions, agree to do so.

MEASUREMENTS

You are responsible for taking the correct measurements of your window and checking the suitability of our products prior to ordering. If you're unsure about any technical details, how to measure or have questions about installation, please contact our customer service team for assistance before placing your order. You should also refer to our online measuring and fitting guides and read carefully the additional product information available on each ordering page. Additional information can be found on the information icons labelled “i”. We cannot accept the return of made-to-measure goods if the measurements provided by you are incorrect, nor if a product is unsuitable due to measuring instructions or the ordering process not being followed correctly.

TOLERANCE

We inspect our cutting and manufacturing equipment regularly.

Accepted tolerances are as follows:

+/- 2mm for “glass size” measurements

+/- 5mm for recess, blind size or cloth size measurements

+/- 10mm for curtain measurements

We will not provide replacement goods if the finished size is within the above tolerances, and you will not be entitled to reject the goods nor receive a refund.

INSTALLATION

Please review our “fitting guides” prior to order, to familiarise yourself with our products and how they are fitted. They can be found on our website.

Full installation instructions will be included with your goods. If, upon inspection, you find they are missing, please contact our customer service team, for a replacement copy to be sent by email.

If you are using a professional installer, we recommend waiting until you have received and checked your goods before scheduling the installation. We will not be held responsible, nor provide any compensation, for any losses arising from installation where goods are not suitable for fitting due to damage, manufacturing errors or manufacturing faults.

Some of our products require connection to an appropriate power source. For this, please ensure you use a qualified installer who is registered with a government-approved electrical safety scheme. We cannot be held responsible for incorrectly fitted goods, unless caused by our negligence.

PRICE

The price for goods/services is set out in full in the online form and includes VAT. Full payment will be taken at the time of ordering.

If we are made aware of pricing and/or discount errors prior to processing your order, and you do not wish to pay any additional costs, we reserve the right to cancel and refund the monies paid in full.

DELIVERY

Delivery costs vary according to order value and shipping postcode. These costs are detailed on the deliveries page on our website.

Estimated dispatch dates are provided at the time of ordering and further detailed on the order confirmation.

Tracking details will be e-mailed to you when your order is ready to leave us.

If no-one is available, at the delivery address, our courier will leave details on how to rearrange delivery or collect from a local depot. If your order is returned to us, following multiple delivery attempts or being held at a depot with no communication from you, a re-delivery fee will be charged prior to us shipping your order again.

We will not liaise with intermediate companies, or persons, involved in shipping between the delivery address on your order and your home address, where outside of the areas we deliver to. For example, if the intention is for us to deliver to a courier depot for forwarding to an international address and damage or loss occurs after our delivery is complete, we will not be liable for costs incurred in repairs, replacements or courier costs.

We allow you to collect personally, from our premises, by prior arrangement only. We do not allow you to arrange your own courier collection from our premises.

DELAY OUTSIDE OUR CONTROL

If delivery is delayed, due to an event beyond our control, we will notify you as soon as possible and take steps to minimise the impact of the delay. Provided we do so, and as long as the goods are delivered within a reasonable timeframe, we will not be held liable for any delays caused by the event.

DEFECTS, DAMAGE AND FAULTY GOODS

If, at the time of delivery, you notice the packaging of the goods is damaged, please sign for as damaged with the courier. Do not refuse the delivery. Take photos of the packaging before proceeding to check the contents. If there is damage to the contents, or you believe parts to be missing, contact us as soon as possible. We will ask for photos to enable us to claim from our courier and understand how to resolve the issue quickly. Keep hold of the original packaging until a resolution has been agreed by us. Any returns, for alteration or repair, must be in the original packaging. If you notice the damage after delivery, please inform us as soon as possible.

In the unlikely event there is a fault or defect with your goods, please contact us as soon as possible. We may ask for photos and further information. Once the fault or defect has been diagnosed, we will inform you of the possible resolutions. The timescales involved will depend on the product type and/or suppliers we have used and will be communicated by us in a timely manner. Any returns, for alteration or repair, must be in the original packaging.

You have 14 days to inspect the goods; any manufacturing faults or defects, or delivery damage, must be reported to us as soon as possible.

Upon receipt of any returns as outlined above, we will carry out an inspection of the measurements and their condition. If it does not appear to us that they are faulty, incorrect, or were damaged on delivery to you, we will seek to return the goods to you and invoice you for the reasonable cost of collection and redelivery. If you dispute our assessment of whether the goods are faulty, incorrectly manufactured or damaged on delivery, the dispute will be referred to an independent company, in the blind industry, whose word will be final. Goods are not deemed to be "incorrect" by reason of error in any measurements provided by you. All returns must be in the original packaging.

YOUR RIGHT TO CANCEL

According to The Consumer Contracts Regulations 2013, made to measure goods are excluded from the 14-day right to cancellation.

You have the right to cancel the contract in the following situations:

If we notify you of a pricing error, an error with the product description, or availability of components, hardware or fabrics and you do not wish to proceed with the order.

If there is a risk of significant delay in delivery.

If you have a legal right to cancel due to something we have done wrong.

If we miss the delivery deadline for any of the goods, you may treat the contract as at an end only if; we refuse to deliver the goods, or if the delivery time was essential, you informed us of this when placing your order, and we accepted your order on that basis.

If we have not refused delivery, or if the delivery time was not essential, we will deliver the goods as soon as possible and keep you updated in writing and/or by phone. Alternatively, you may provide us with a new, reasonable, deadline for re-delivery. If we fail to meet this new deadline, you may treat the contract as at an end. In this case, you can cancel the order for any goods or reject any goods already delivered under the contract. Any goods already delivered must be returned to us at our expense, or you must allow us to collect them at our cost. We will then refund the amount you have paid for the cancelled goods and their delivery.

OUR RIGHT TO CANCEL

We may terminate the contract, at any time, as follows:

If we have insufficient stock to manufacture and deliver the goods on your order confirmation or if the goods ordered are discontinued by our supplier.

If we believe the order to be fraudulent or connected with a previous incident of abuse or attempts to defraud our own company or are made aware of such incidents connected with other companies.

If you have ordered for delivery to an area we do not deliver. Please refer to the “deliveries” page on our website, for more information.

If we are made aware of pricing and/or discount errors prior to processing your order, and you do not wish to pay any additional costs, we reserve the right to cancel and refund the order in full. This also applies in the case of obvious, unmistakeable and easily recognisable price and discount errors at checkout.

By providing written notice to you (including via email) if you fail to allow us to deliver the goods to you within a reasonable time. In this case, you will be in breach of the contract and still liable to pay the amount due under the contract.

LIABILITY

If we fail to comply with these terms, we are responsible for loss or damage that you suffer that is a foreseeable result of our breaking the contract or of our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable, unless due to our negligence. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you placed the order, both we and you knew it might happen, e.g., if you discussed it with us before placing your order.

THIRD PARTIES

The contract is between you and us. No other person shall have any rights to enforce any of its terms.

COMPLAINTS

Any complaints should be sent in writing to [email protected].

OWNERSHIP AND RESPONSIBILITY FOR GOODS

The goods supplied by us will become your property once we have received payment for them in full. The goods become your responsibility from the time they are delivered to the delivery address provided at the time of ordering or you have collected from us.