Our frequently asked questions
to help with your planning.
The following tells you all you need to know about The Refinery and your new shutters.
Don’t worry, we talk you through all of this as you design your shutter in
our Design & Order Generator, but for those who like to do their research first,
or if you have a specific question, please read below for all you need to know!
No. To keep our costs down for you (wahoo!) we do not have a store and are online only. However, we are able to offer free samples of our shutters, you just need to pay a small cost for postage, that can be credited against your shutter order. Using our samples you can view the colour as well as the exceptional quality of our shutters. Order your samples here. We also offer to-scale templates of our L and Z-frames and different louvre sizes that you can print out and hold to your window to get a feel for your options. Download our templates here.
Generally speaking – yes! We can make it happen for you on most window and even door types. There are a few considerations as to how to make this happen (such as an obstruction, frame types and how your shutters will be installed). We will cover these questions during the design process to make sure we get things just right. If your window scenario isn’t covered in our online design generator, please contact us, along with a photo of your window – we are bound to have a great solution for you.
The Refinery Shutters come in two different materials: Basswood or PVC.
Basswood is a durable, timeless, stylish option with the ability to include additional features such as a wider range of colour or shape options and extras such as hidden hinges. Basswood is not recommended for wet areas such as kitchens and bathrooms, or areas exposed to extreme sunlight.
Our PVC shutters have an aluminium core and are water and humidity resistant, meaning these are a great option for any wet areas you may have – like bathrooms, kitchens or areas prone to getting wet, while still offering the same sleek and stylish look of Basswood.
You can easily mix and match both options in your home.
Yes. Our PVC Refinery Shutters are suitable for bathrooms, kitchens or other wet spaces in your home. Basswood is not suitable for wet areas.
The Refinery shutters have a magnet close to keep your shutter panels in place when shut. If you have more than one panel, we use a Rabbet style closing feature on the stile to hold the panels together and block light coming from in between the panels.
The Refinery Shutter louvres can rotate 180 degrees provided there are no obstructions in place, allowing you to control your light flow. You can control your louvre rotation with either a hidden tiltbar, or a traditional tiltbar.
The Refinery Shutters can open 180 degrees against the wall (if there are no obstructions). Please note, that if you have an architrave this can impact your shutter sitting right back on the wall, it may be out by a few centimeters (depending on the depth of your architrave).
You can select which way you would like your shutter panels to open (e.g. left open (L), right open (R), LL, RR, LR, RL) to suit your space, including if you would like a T-Bar (T).
We also have additional opening features available such as bi-fold, cafe style and sliding options.
You can select which way you would like your shutter panels to open (e.g. left open (L), right open (R),
LL, RR, LR, RL) to suit your space, including if you would like a T-Bar (T).
One Panel:
Two Panels:
Three Panels:
Four Panels:
If you have more than four shutter panels, the same opening format combinations are avaliable for five, six or more panels.
They sure can! The Refinery Shutters can open 180 degrees against the wall (if there are no obstructions). Please note, that if you have an architrave this can impact your shutter sitting right back on the wall, it may be out a few centimetres (depending on the depth of your architrave).
While most people only occasionally open their shutters completely, if you plan to keep your shutters open against the wall often as part of the look you are going for, here are a few key considerations:
For square and rectangular-shaped windows, simply measure the height and width of your window space. You can find further details in our measuring guide here as the requirements slightly differ depending on if you have an inside or an outside mount, or if you have an architrave.
Generally speaking, it is unusual for all windows to be perfectly square/even so we will get you to measure your width and height three times in three different places and we will tell you which of the three measurements we require depending on your mounting option.
If you are still unsure of how to measure your space, we are always available to talk you through the process.
For other shapes or closing features (circle, triangle, sliding, bi-fold, bay windows, starburst, or other unique shapes etc) please contact us directly for instructions on how to measure your specific shape as well as your custom quote. CONTACT US FOR YOUR SPECIAL SHAPE HERE.
It might feel like information overload, but we are here to make it easy for you. Using our easy-to-use design generator, we will ask you some simple questions to help you select the right shutter solution for your window space.
Once your order is placed with The Refinery, we contact you directly to confirm details of your order before we send them into production. This is a special extra step we take to ensure all details are correct.
If you are unsure, or have a tricky spot, we ask you send photos of your space which helps us to recommend the right solution and measuring method for you. You can send us photos via our contact us page.
It is important that you do measure your window correctly so that it does fit your space.
Measure as accurately as you can – a metal or electronic tape measure is most helpful for this. Measure three times at three different points in the window to be sure.
We will use your smallest measurement for an inside mount, or the largest measurement for an outside mount.
For our shutters with inside mounts, we reduce your measurement by 3mm during production to assist with ease of installation.
You can find further details in our measuring guide here.
No! Please simply follow our measuring guides and provide your exact measurements required. We will make any necessary adjustments to your shutters, based on your shutter requirements, during the production process.
A window recess is the depth of your window. Essentially, the distance from the wall the window sits on, to the windowpane itself.
To have inside mounted shutters, you will require a minimum of 50-85mm clearance in your window recess, depending on what louvre size and frame you choose.
Where possible, an inside mount is always our recommendation for your home.
If you don’t have a recess, or your recess is too small, you will use an outside mount.
It is important to note that a recess is different to a windowsill.
no recess
recess
Yes, if you are using an inside mount, you need a minimum of 50-85mm clearance in front of any handles on your window recess to allow for your shutter frame and your louvres to fully rotate 180-degrees. Be sure to allow space for your window handles and any other obstructions, etc when you measure.
Depending on if you choose a Z-frame, or an L-frame, or what size louvre you require, you will require a minimum recess:
This is to ensure that your shutter louvres are able to operate fully without hitting or being blocked by any obstructions. If you are worried that you do not have enough recess for the specific frame type or louvre you are looking for, please contact us to discuss your options.
Outside Mounted L-Frame
No problem! This is where our outside mount is the perfect solution. An outside mount attaches to the outside of your window on the wall or architrave, meaning there is no need for a recess.
If you have an outside mount, you will use an L-frame.
An architrave is a (generally) decorative feature surrounding your window.
If you do have an architrave, it is important that we understand what kind and style it is, so that we can identify the best frame and mounting solution for your shutters, as well as ensuring we take them into consideration when measuring. See our guide for measuring with an architrave here.
Please note, not all windows have architraves, so don’t panic if you can’t find yours!
There are different types of architraves:
Square Architrave
Bullnose Architrave
Decorative Architrave
Square Architrave
Bullnose Architrave
Decorative Architrave
Yes!
An L-frame works with pretty much all architrave types as it will sit inside your window recess and therefore not affect your architraves at all.
L-Frame inside mount with architrave
Diagram exaggerated to illustrate shutter features
For a Z-frame, the overhang of a Z-frame will sit 23-55mm around your architrave. This works really well with a bull or square architrave due to their flat surface.
If you have a decorative architrave, consider your z-frame may cover part (23-55mm depending on your choice of frame) of the architraves detail, so an L-frame may be more suitable if you want to retain the full look of your beautiful decorative architrave.
Z-Frame Inside Mount With Architrave
Diagram exaggerated to illustrate shutter features
Yes! There are two key things you need to consider.
1. Your architrave needs a flat space of ideally 42mm (minimum 20mm) to attach the frame. For bull and square architraves this should be no issue.
2. Where you would like your outside mount to sit – do you want to cover your entire architrave, or as little as possible? See below options:
Diagrams exaggerated to illustrate shutter features
If you choose to cover as little as possible of your architrave (recommended), then you don’t need to do anything differently, and we will use the largest of the three measurements you take.
However, if you choose to install at a specific point, or install in line with the outside edge of your architrave to cover it all up, then you will need to measure your window a little differently. This is because your outside mounted shutter frame will need to extend out further than the more common method – where your shutter sits in line with the edge of your window frame and therefore covers as little of your architrave as possible.
Please re-measure your x3 width and x3 height measurements, but this time measure to where you would like the outer edge of your shutter frame to sit to the opposite outer edge.
Then make a deduction to your measurements based on what material you have selected your shutter to be made from:
For example, if from the outside edge of where your frame will sit, to the opposite outside edge, measures 1000mm(w) x 1000mm(h), then you would provide us with the measurements of 916mm(w) x 916(h) in our design and order generator, if using Basswood.
These deductions are to allow for the size of your shutter frame so that you can correctly install your shutters in the location of your choice (as opposed to the more common method of at the edge of your window frame).
Please note, these deductions are not required for inside mounted shutters or any outside mounted shutters (with or without an architrave) that sit right up to your window frame.
For more detailed measuring instructions, please see our guides for measuring for an outside mount with architrave here
You can also print out our to-scale templates of the L-Frames to hold to your window so see what works best for you in your space.
If you have any questions about your outside mount, please contact us here, along with a photo of your window and we will help with specific measuring instructions based on your window.
A sill is part of the window that sticks out further than the other sides. Generally, these are found at the bottom. A sill is not a recess. You can have both a recess, and a sill. It is important to understand the difference to ensure you order the correct frame.
Yes – but please let us know during the design and order process, so that we can ensure that the bottom (or where your sill is) of your frame is correct. For example, a normal Z frame will not work if you have a sill because it will not be able to wrap around the bottom where the sill is, so we will ensure you have the correct frame for your window, either by using an L frame, or by using a modified Z frame for your
windowsill.
This depends on both your windows specs and the look you are trying to achieve.
Where possible, our recommendation is to inside mount where you can.
Inside mounted shutters give you a seamless, flush look set within your window.
To successfully install an inside mount you need a minimum 50-85mm of clearance (depending on your frame choice) in your recess – without any obstructions (like window handles) in the way.
Because an inside mount is slightly smaller than an outside mount, inside mounts are generally a fraction cheaper.
With an inside mount, you have the choice of a Z or L-frame (more on that next).
When using an inside mount with an L frame you have the choice of where within the window recess you position your shutters (just make sure you consider your opening functionality!
Inside mounted L-Frame
Diagram exaggerated to illustrate shutter features
When using an inside mount with an Z frame, the ‘Z’ fits snuggly within your window recess and overhangs your window frame by 23-55mm (depending on your frame choice).
Inside Mounted Z-Frame
Diagram exaggerated to illustrate shutter features
An outside mount works best when you don’t have a recess, a large enough recess or have other obstructions in the way (for example, window handles). Your shutter frame is mounted on the wall or to your architraves, around your window. This means the shutter will be bigger than your window. This is why the measurement for an outside mount is different to an inside mount.
For an outside mount, the choice is easy – you will need an L frame.
L-Frame with outside mount
Diagram exaggerated to illustrate shutter features
Your shutter frame is a 4-sided frame that sits within your window frame and your shutter panels fix to. We offer two types of frame – an L-frame or a Z-frame.
An L-Frame can be used with an inside or an outside mount.
Diagram exaggerated to illustrate shutter features
Diagram exaggerated to illustrate shutter features
We offer two styles of L-frames for Basswood shutters. With the difference being the detail on the front of the frame (Measurements in mm):
For PVC, we offer the below L-Frame option (Measurements in mm):
You can download and print templates of these L-frames to hold up to your window to get a feel for how they work in your space.
A Z-Frame can only be used with an inside mount (Measurements in mm).
Diagram exaggerated to illustrate shutter features
A Z-frame can be easier to fit than an L-frame and is well suited to windows that are a bit uneven. A Z-frame slightly overhangs your window frame by 23-55mm using the ‘z’ shape, providing a tight fit and blocking light around the edges, removing the need to use a sealer such as no-more gaps. Due to the ‘z’ frame fitting, z-frames can be easier to install.
We offer four styles and sizes of Z-frames for Basswood for you to choose from (Measurements in mm).
For PVC, we offer the below Z-Frame options (Measurements in mm):
You can download and print templates of these Z-Frames to hold to your window to help you choose.
Note: If you need an outside mount, a Z-Frame is not possible.
We know that there are a lot of choices to consider – we wanted to provide options for every customer to refine their shutters to suit their home. But we know this could be overwhelming! Bar any specifics you may be looking for, and assuming your window has enough recess, our recommendation is to use an INSIDE MOUNT WITH A Z-FRAME. The inside mount gives a slick look flush with your wall, and the Z-frame is slightly easier to install than an L-frame, providing blackout around the edges with no need for caulking, as well as helping to conceal any uneven windows.
When measuring and designing your windows, it is important to consider all possible obstructions that could impact an inside mount – for example, how your window opens, handles, window winders, etc. These aren’t a problem, if you have enough clearance from the obstruction to the edge of your recess. In most instances, we can help to create a shutter solution around your obstructions, so if you are unsure, please contact us with a photo and we can help.
Depending on if you choose a Z-frame, or an L-frame, or what size louvre you require, you will require a minimum recess:
Our shutters are custom made for you and your requirements, meaning we can pretty much make any size that you need. Simply measure your space and enter it into our easy-to-use shutter design generator and off we go.
For larger shutters, we recommend using midrails, extra panels or T posts to ensure your shutters stability. But don’t panic, we will let you know of this during the design process.
We offer 3 size options for your shutter louvre blades – 63mm, 89mm and 114mm. With 89mm being the most common.
You can download our to-scale louvre templates to print and hold up to your window to get a feel for the size.
We can pretty much make any size you need!
Our design generator currently only accommodates square/rectangular shaped windows under 3600mm wide and 2600 mm high. For all other shapes, extra-large sizes or opening functions such as sliding or bi-fold, please contact us along with a photo of your window, for specific instructions on how to measure for your space.
We offer two L-frames and four z-frame options of varying sizes (Measurements in mm).
We offer one L-Frame and two Z-Frame option for PVC shutters (Measurements in mm).
You can download our to-scale frame templates to print and hold up to your window to get a feel for the size.
The choice is yours! We recommend matching your shutter panels with your window layout and your mullions/joinery to ensure an unobstructed view through your shutters.
You can customise the size of your shutter panels. We recommend one shutter panel per 700mm* width. This is for both stability and your convenience when fully opened against your wall.
* If your panel selections are outside of our recommendation, this could impact your warranty.
You can customise the size of your shutter panels. We recommend one shutter panel per 700mm* width. This is for both stability and your convenience when fully opened against your wall.
If you have more than one panel of shutters in your window, you have the choice to have these panels evenly spaced, or at custom sizes. Evenly spaced panels look awesome, however if you have uneven windowpanes in your window layout, you may prefer custom panel sizes to match your joinery or mullions in your window, which will provide an unobstructed view out from your shutters.
See our measurement guide to measure your custom panel widths. If you choose evenly spaced panels, we will handle these measurements for you.
* If your panel selections are outside of our recommendation, this could impact your warranty.
A mullion is the vertical joinery that forms the division between panels of glass in your window,(or is sometimes used decoratively). Generally, its primary purpose is to support your window. When designing your shutters, you may prefer to align your shutter panels with the design and proportions of your window layout – aligning the opening of your shutter panels to match your window mullions. This will help not to obstruct the view through your shutter louvres, but also make opening windows behind your shutters much easier.
For shutters higher than 1600mm, a midrail is recommended for stability*. If your shutter is higher than 2100mm, we recommend two midrails.
Your midrail can be spaced evenly in the panel, or you can specify where you would like them placed to line up with your joinery. See our measuring guide for how to measure your custom midrail heights.
* Your choice not to use a midrail for sizes outside of our recommendation could impact your warranty.
Two Midrails
The Refinery offers a range of styles for how your window shutters can function. While our website and online design generator are mostly focused on a full height shutter of ‘standard’ size and shape (square/rectangle), we also offer various other opening functionalities. Available opening types are:
As the description suggests, a full height shutter fills the entire height of your window area with your shutter running from the top, to the bottom of the window in one shutter panel vertically. Full height shutters can still have a midrail/divider rail and you can have multiple panels per window.
You can order your full height shutter on our easy-to-use design generator. ORDER NOW.
Cafe style shutters can also be called “half-shutters” as they only fill half the height of your window space (usually the bottom half). This great approach is fantastic if you want to have open windows at the top, allowing maximum sunlight in – but keeping your privacy at the bottom at the same time. A great option for street level windows, or windows with stained glass features at the top that you want to have on display.
You can get a price estimate for your cafe style shutter via our design generator, however when it comes to placing your order, please contact us directly, as we will need to tweak your order a little to provide the cafe styled product and final price.
Tier-on-tier options fill your entire window and are a great feature piece for a large window space with multiple rows of stacked shutters. This allows you to open each shutter panel independently, giving you greater control over your light flow and privacy of your room.
You can get a price estimate for your tier-on-tier style via our design generator, however when it comes to placing your order, please contact us directly, as we will need to tweak your order a little to provide the tier-on-tier style product and final price.
Your shutter panels are connected via hinge and slide back to the side of the frame, usually on a track, stacking together.
You can get a rough price estimate for your bi-fold style shutter via our design generator, however when it comes to placing your order, please contact us directly, as we will need to tweak your order a little to provide the bi-fold style product and final price.
Your shutter panels will be mounted on a track and slide into their opening or closing position. A fantastic option to cover doors and ranch sliders.
You can get a rough price estimate for your sliding style shutter via our design generator, however when it comes to placing your order, please contact us directly, as we will need to tweak your order a little to provide the sliding style product and final price.
We can help you with all sorts of shapes you may require for your window space, such as:
While our website and online ordering system are focused on a square/rectangle shaped windows, please contact us to discuss your special shape. We can then provide specific measuring instructions for your space.
Basswood can be used in almost all instances (although not suitable for wet areas).
PVC material is unable to be used for some special shapes due to its aluminium core – please contact us for more information if you require PVC for your unique shaped window.
A T-Post is an optional, vertical post, if you have two or more shutter panels. This allows further options for your shutter opening styles if they do not have the side of the window frame to attach to.
With T-Post
WITHOUT T-POST (becomes bifold style)
When designing your shutter, we recommend trying to line up your shutter panels (and any T-Posts you choose to have) with the joinery and mullions in your window to provide a seamless look and ensure maximum, uninterrupted light flow through your window.
If you have two or more panels opening in the same direction, and do not select a T-post, the shutters can open in a bi-fold style.
A midrail provides a “split tilt” function, where your shutter is split with a midrail/divider rail and the louvre blades are operated in isolation from each other (top vs bottom sections). This can be helpful for bathrooms or other rooms that require extra privacy or light control without having to completely sacrifice your incoming light into in the room.
For shutters higher than 1600mm, a midrail is recommended for stability*. If your shutter is higher than 2100mm, we recommend two midrails.
Your midrail can be spaced evenly in the panel, or you can specify where you would like them placed to line up with your joinery.
* Your choice not to use a midrail for sizes outside of our recommendation could impact your warranty.
This is the hinge that fixes your shutter panels to the frame. You will have multiple hinges per panel, determined by the size of your shutters.
We offer a range of colour options for a standard hinge. You can choose to match your hinge in white, so it blends in with your shutter, or contrast your hinge by using our matt black or metal options so it becomes a key feature. For our wooden stained shutters we recommend matching our silver, gold or antique bronze hinges.
As the name suggests, a hidden hinge is… hidden! You cannot see this and it provides a sleek and modern look.
Please note, hidden hinges are not available with PVC shutters or bi-fold opening styles.
The Refinery Shutters provide invisible tilt bar functionality, which allows the louvres to rotate using a hidden tilt rod at the back giving you an unobstructed view through your shutters.
Alternatively, you can select a more traditional look, with the tilt bar placed in the front and centre of the shutters for you to use to control the louvre openings.
For Basswood, we offer a variety of colours for your shutters to match your room design and decor. From classic and most common whites and naturals, to cream and wooden stains and even custom colours we can help you get the right look for your home. Click here for our range of colour options.
Our PVC materials come in our three most popular whites – extra white, pure white and white.
We can match paint codes of RAL and Dulux and can also have customised colours created for you for an additional cost. Please contact us HERE for details.
Yes! Here is a selection of some of our shutter colours in various settings. Click on an image to enlarge it.
We offer a range of colour options for our standard hinges. you can choose to match your hinge in white, so it blends in with your shutter, or contrast your hinge by using the matt black or metal options so it becomes a key feature.
For our wooden stained shutter range, we recommend matching our silver, gold, or antique bronze hinges.
Your shutters can be quickly wiped down, dusted or even vacuumed! There is very little maintenance required with Shutters – say goodbye to attempting to wash your dusty curtains or trying to figure out how to clean your blinds!
Be careful not to use harsh household cleaners to clean your shutters as this could damage them.
Oh no. Please contact us and we will endeavor to provide you with some touch up paint
Your shutter order comes with all hardware required to install your DIY Refinery Shutters.
Your order will include:
*pre-drilled screw holes are provided for inside mount only, as with outside mounted shutters you will need to assess the best place on your wall to screw into during install (e.g. into stud or similar).
Unlike others on the market, our shutters have been specifically designed for your easy DIY installation – it really is easy, and we have developed the shutters with DIY install in mind! No experience necessary!
All shutters come with installation instructions as well as access to our online installation video.
Each standard size/shape shutter should initially take about 30 mins each, although once you get on a roll you can get faster with every window!
Our low prices are possible because we have less overheads than other shutter companies who offer a pricey measure and install service (even when a free measure or install is offered… you are still paying for it somewhere!). We have designed our shutters custom for your requirements and built prefabricated, including pre-drilled screw holes and panels that you simply join together and insert into your window space – It really is straightforward. We have created our business with the absolute purpose to make this experience – from ordering to the install, nice and easy for you.
If you still prefer or are unable to complete the install yourself, this is something that will be very simple for your local handyman, or someone with basic DIY skills to install for you. If you need recommendations of someone local to you to help – please contact us.
A shim or packer, is a small piece of plastic or wood that slides (or ‘shimmys’) into your frame to help install your shutters in place for any windows that aren’t even (think of it like putting a piece of card under a wobbly table leg). Shims won’t always be needed, and are more likely required for an L-frame.
You can pick these up for a small cost from your local hardware store.
This can depend on the size and shape of your order, as well as when in the month you place your order (remember, we ship in bulk once per month to save you shipping costs) – however generally speaking your order will take approx. 8-12 weeks to arrive on your door.
Note: Custom colours, shapes and larger shutter sizes sometimes require a slightly longer production process.
We keep you updated throughout the entire process, so you know how things are tracking, and our aim is always to have your shutters in your hands (or should we say windows) ASAP.
Great question! We ship our orders once per month from our factory, to give our customers the cost advantage of bulk shipping, therefore keeping your delivery costs as low as possible.
You can see the cut-off deadline for our next shipment at the bottom of the home page.
If ever you require your shutters faster or for a specific deadline, please do let us know as we have express options including air freight and expedited production available for an extra cost.
We don’t have flat rates for shipping.
Instead, we calculate the cost from us, to your door, based on where you live and the size and shape of your order.
Local delivery to your door will be calculated at checkout when you provide your delivery address. We have negotiated great rates with our delivery partners and we aim to keep our prices as low and as transparent as possible. We don’t hide local delivery costs inside our shutter pricing.
In some instances, specifically for larger orders, freight may be a more cost-effective option to get the goods to you. Due to payment limitations, your delivery pricing is based on courier delivery, however in instances where freight may be more appropriate, we will
discuss this option with you on our call and adjust the costs accordingly.
For freight orders, or larger orders, your items may be delivered on a pallet.
In most cases, yes! We deliver our shutters to pretty much everywhere in NZ. Generally, the local delivery from The Refinery HQ to your door is 1-2 days from dispatch using our NZ wide courier or freight partners (depending on the size of your order). You will have the opportunity to insert your delivery address at the end of the checkout process which will then provide your local delivery pricing.
At this stage our orders are delivery only.
Don’t panic – we will find you! If for some strange reason you cannot find your postcode or delivery address at checkout (perhaps you live in a new area or subdivision, or have a rural address?), please use the next postcode closest to you to complete your order.
Then please contact us with your order number and CORRECT delivery address and postcode so we can update it on our system. Should there be any variation in the cost of the delivery we will let you know and will arrange for payment of the balance prior to your order going into production.
We know this is a bit of a pain and hope this scenario is unlikely.
Good question – our shutters are completely custom for your size and design requirements so there is no “set price”. Your shutters will be priced based on many variables including size, shape, opening features or functionality and design decisions such as colour choice, hinge selection, final delivery destination and more, all adding to your grand total.
We have developed an easy-to-use shutter design generator that will calculate your pricing for you following your answers to a few simple questions. Get your shutter quote HERE.
Sure thing. Our instant quote features on the homepage, and provides a quick price based on the size of your shutter. This gives you a great ballpark prior to you going through the design process to arrive at your final price. Our price and design generator is dynamic, meaning each design decision you choose may amend the price as you go.
Our instant quote assumes a “standard size” square/rectangular inside mount, L-frame and standard colour and hinge options. Customisations or design choices could impact this final price.
We have made our design generator very simple, and it won’t take you long to create and confirm your custom shutter order. GIVE IT A TRY HERE.
We securely accept all major credit and debit cards and direct bank transfer via the checkout feature of your online order.
We can offer a laybuy-style service where you can pay for your shutters in installments. Once we receive your final payment, your shutters will go straight into production.
Please Contact us if you wish to arrange this.
We have provided detailed Measuring Guides for you to easily follow along at home. We will also be in touch once you place your order to run through your requirements prior to sending your shutters into production. It is this extra step that helps you to relax, knowing you are in great hands with The Refinery.
For any special or unique shapes, or if you have a tricky space to fill, we request you send us photos so that we can recommend the correct or most appropriate shutter solution for your home.
Unfortunately, should you incorrectly measure your space or provide the wrong information as part of your order, you (the customer) are responsible for this error.
Please remember we offer a detailed measuring guide on our website and we also contact you prior to your order going into production to ensure all information and details are correct.
In the unlikely and rare event that an error is made, we will help to find a solution so you can still use your shutters or can help you to have your order remade.
We try our best to provide the most accurate representation of our colour options online, however because all screens are different, it is normal to expect a variation to what you see on your screen to what arrives on your shutters. We offer samples so you can view the colour in your own home and light. Variations in colour cannot be exchanged or refunded.
Should you damage your shutters, we will try our best to help you fix the damage by providing the components you need for a small cost. These components are always available to purchase on request.
Oh no. Each shutter order is custom made for you and to your specific window requirements, meaning these cannot be on sold, and we do not ‘hold stock’.
We work fast to get your order into production and into your homes ASAP, so in the event you need to cancel your order, please contact us straight away but please note that once we have sent your order into production, we are unable to provide a refund.
The warranty is for manufacturing defects including structural, paint, material or workmanship defects and shipping damage.
While we hope this is never the case, if you do have a defect with your shutters, please contact us as soon as you can at [email protected] with details and photos so we can help to resolve the issues.
The warranty does not cover:
Because every window (and house) is different, we cannot guarantee exactly how your shutters will sit within your window once installed. It is possible, you could incur circumstantial defects such as (but not limited to) slight colour variations compared to your computer screen, gravity related issues such as panels needing a slight lift when closing shut or shutters not holding in place when opened against your wall, needing to push shutter louvers closed manually to create the full blackout effect, etc. These are all considered reasonably common shutter behaviours and are excluded from any warranty claim.
Our shutters go through a regimented quality control process, and we are confident that any defects are generally picked up before getting to you. Your shutter order will be checked, checked and checked again via our various checkpoints with you (the customer) before production, through our manufacturing process and again at The Refinery HQ before they are dispatched to you. Your shutters are assembled and re-measured in our factory for additional quality control prior to packaging.
In the very rare event that your shutter order that arrives is not what you ordered, we will of course, fix this for you by providing the correct replacement ASAP.
Should there be damage to your shutters on arrival, either from damage in transit or a manufacturing issue, we are happy to offer you a free replacement ASAP via express air delivery. We appreciate how frustrating this would be after waiting for your items and thankfully have great processes in place to ensure that this scenario is very unlikely.
In the very unlikely event that your shutters crack or break within the 5-year warranty period, replacement louvers or damaged components will be sent. If the crack or breakage cannot be repaired, your shutter will be replaced.
No. If you are claiming within the warranty period (5 years), we will cover any costs associated with the replacement or repaired shutters.
Where we can, we will still try to help you by offering replacement components for your shutters, once you are outside the 5-year warranty. We will try to do this on a no charge basis where we can on a case-by-case basis.
We hope that you will take comfort in our 5-year warranty guarantee, as well as our rigid quality control processes and our pledge to urgently correct any issues that you may incur as best as we can. We understand that this is a big purchase and takes a level of confidence to feel comfortable with your purchase. We could not agree more and have built our business on a strong foundation of quality product and fantastic
service for our customers.
Try these handy tools.
Download Our handy measuring grid to help plan your shutters and record your measurements.
Print our to scale L-FRAME and Z-FRAME templates to try on your own windows!
Unsure what size louvres you want? Print our to scale louvre cut-outs to get a feel for the size you would like.
Keep up to date with current trends and our latest offers by singing up for our updates (don’t worry, we promise not to spam you and you can unsubscribe at any time).
Keep up to date with current trends and our latest offers by singing up for our updates (don’t worry, we promise not to spam you and you can unsubscribe at any time).
Avoid the last minute stress and make sure your shutters are here in plenty of time before the busy summer and Christmas period!
