Return & Refund Policy

1. Custom-Made Products — No Right of Return

All shutters supplied by Shutters by Balaz are manufactured to your exact measurements and specifications following a paid survey and order confirmation. Because every product is bespoke and made to order, it cannot be resold or reused.

In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to the consumer's specifications or clearly personalised. As our shutters are custom-manufactured to your exact window measurements, they are exempt from the standard 14-day cancellation right.

We therefore do not accept returns or exchanges on any completed order.

2. Cancellation Before Manufacture

You may cancel your order within 48 hours of signing the order confirmation, provided manufacturing has not yet commenced. To cancel, contact us immediately by phone or email. If manufacturing has already begun, the deposit is non-refundable as materials will have been committed.

Once shutters have entered production, cancellation is not possible and the full contract value remains payable.

3. Defective or Damaged Goods

While we do not accept returns for change of mind or incorrect size (as measurements are confirmed and signed off by the customer prior to manufacture), we stand fully behind the quality of our products. If your shutters arrive with a manufacturing defect or are damaged in transit, we will:

• Arrange a free inspection visit within 5 working days of your report
• Repair or replace the affected components at no cost to you
• Honour our 5-year minimum warranty on all installed shutters

Defects must be reported within 30 days of installation. Please contact us with photographs of the issue.

4. Deposit & Payment Terms

A 50% deposit is required to confirm your order and commence manufacture. The remaining balance is due on the day of installation. All payments must be made to Balaz Enterprise Global Ltd via bank transfer and cleared within 3 business days of the invoice date.

Deposits are non-refundable once manufacture has commenced, as they cover the cost of materials and production.

5. Measurement Responsibility

Shutters by Balaz conducts a professional home survey prior to manufacture. All measurements are confirmed and signed off by the customer before the order is placed. We accept no liability for incorrect measurements that were not identified during the survey process.

6. Contact Us

If you have a concern about your order, please contact us as soon as possible: