Residential Terms & Conditions

These Terms & Conditions apply to residential (consumer) customers of Aura Awnings. They set out the agreement between you ("the Customer") and Aura Awnings for the supply, manufacture and installation of bespoke awnings, pergolas, canopies and related shading products.

Aura Awnings is a trading name of Shutterlove South Ltd, a company registered in Scotland (Company No. SC595385) with its registered office at 5 South Charlotte Street, Edinburgh, EH2 4AN. In these Terms, "Aura Awnings", "we", "our" and "us" mean Shutterlove South Ltd trading as Aura Awnings.

By paying a deposit or placing an order you confirm that you have read, understood and agree to these Terms & Conditions. Nothing in these Terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Last updated: 14th July 2026

1. Definitions

"Aura Awnings", "we", "our", "us" — Shutterlove South Ltd, trading as Aura Awnings.
"Customer", "you", "your" — the consumer named on the quotation or order confirmation.
"Products" — the awnings, pergolas, canopies, motors, controls, accessories and other goods described in the quotation.
"Quotation" — the written estimate or quote issued by us setting out the specification and price.
"Contract" — the legally binding agreement between us and you, formed as set out in clause 2.
"Practical Completion" — has the meaning given in clause 15.

2. How the Contract is formed

You request a quotation via our website, phone, WhatsApp or email.
We issue a written Quotation, valid for 30 calendar days from the date of issue.
Where required, we carry out a site survey to confirm dimensions, fixings and installation feasibility.
The Contract is formed only when you have accepted the Quotation (or any revised Quotation) and we have received the required deposit as cleared funds. Until that point we are not obliged to manufacture, order materials or allocate an installation date.
Quotations are an invitation to treat, not a legally binding offer. By paying the deposit you accept these Terms & Conditions.

3. Quotations

All Quotations are valid for 30 calendar days from the date of issue unless otherwise stated in writing.
After 30 days we reserve the right to amend or withdraw a Quotation to reflect changes in material costs, supplier pricing, labour costs or other factors outside our reasonable control.
All Quotations are subject to a final site survey. If the survey identifies structural or access considerations (for example cavity walls, hidden steelwork, chemical anchors, spreader plates or goalpost frames), the price and specification may need to be adjusted. Any adjustment will be confirmed in writing under clause 5.
Prices are quoted in pounds sterling and include VAT where applicable.

4. Site survey

We confirm all measurements, fixing methods and installation feasibility during the site survey before manufacture. You are responsible for informing us before the survey of any known hidden services, unusual construction methods, previous structural repairs or other information that could affect the installation.

5. Revised Quotations

If the site survey identifies that the original Quotation cannot be fulfilled as specified — or that additional materials, labour, specialist fixings, structural supports, access equipment or other works are required — we will issue a revised Quotation. No manufacture or installation will proceed until you have accepted the revised Quotation in writing and any revised deposit has been received. Once a revised Quotation is issued, the original Quotation becomes void.

6. Variations

If you request changes to the fabric, colour, size, controls, lighting, heating, accessories or any other aspect of the specification after the Contract is formed, we may issue a revised Quotation and installation date. Changes may not be possible once manufacture has begun, or may incur additional cost and extend lead times. We will always confirm the impact in writing before proceeding.

7. Bespoke, made-to-order goods

Our Products are manufactured to your specific requirements (size, fabric, colour, controls and accessories). Manufacture will only commence once:

the site survey has been completed;
all measurements have been confirmed by us;
the final specification has been agreed (colours, fabrics, controls and optional extras); and
the required deposit has been received as cleared funds.

From that point, the Products are bespoke and cancellation rights are limited (see clause 20).

8. Product availability, manufacturer changes and natural variations

If a fabric, motor or component is discontinued or unavailable before manufacture, we will offer the nearest suitable alternative or cancel and refund any monies received in respect of the affected item.
We reserve the right to use updated manufacturer components where these are equivalent or superior to those originally specified.
Fabrics and finishes are subject to natural manufacturing tolerances. Small variations in colour and finish between samples, digital images and the finished Product are normal and are not a defect.

9. Payment terms

Unless otherwise agreed in writing (including by email), the standard payment schedule is:

60% deposit on acceptance of the Quotation.
30% stage payment once the Products have been manufactured and are ready for installation. This must be received before an installation date is confirmed or the Products are dispatched.
10% final balance payable within 7 days of Practical Completion.

Accepted methods: debit/credit card and BACS. Finance via Klarna or ClearPay may be available subject to eligibility. Any finance agreement is a separate contract between you and the finance provider; we are not a party to it and are not responsible for its administration.

Retention of title: ownership of the Products remains with us until we have received payment in full.

10. Late or non-payment

If any payment is not made when due:

we may suspend manufacture, delivery or installation until outstanding sums are received;
interest may accrue on overdue sums at 4% above the Bank of England Base Rate from the date payment fell due until payment is made in full;
you are responsible for our reasonable costs of recovering unpaid sums;
we may cancel future work or withhold warranty support where invoices remain unpaid, so far as consistent with applicable law.

11. Manufacture and delivery lead times

Typical manufacture lead time is approximately 2 weeks, with installation targeted for week 3, subject to survey and booking availability.
All dates we give are estimates. Delays outside our reasonable control (adverse weather, supplier or logistics issues, or events under clause 26) may occur and we will keep you informed if this happens.

12. Customer installation date changes

If you need to change or cancel an agreed installation date:

More than 7 days' notice — no charge.
3–7 days' notice — we may recover any reasonable costs already incurred (for example hired access equipment, accommodation, parking permits, subcontractors).
Less than 48 hours' notice, or no access on arrival — we may treat this as an aborted installation and charge for the wasted labour, travel, plant hire and any other reasonable costs, together with the cost of returning to site.

13. Weather postponement

We reserve the right to postpone or reschedule any survey, delivery or installation where, in our reasonable opinion, weather conditions make it unsafe or impractical to carry out the works. This includes but is not limited to high winds, rain, snow or ice, lightning, extreme temperatures, or any other conditions that could compromise the safety of the installation team, you, the public, or the quality of the installation. We will use reasonable endeavours to agree the earliest available alternative date. Such postponement is not a breach of Contract and we are not liable for any direct or indirect losses arising from a weather-related delay.

14. Installation scope and access

Installation covers fitting the awning to your building and connection to a pre-supplied outdoor socket or spur within reasonable reach of the awning motor. We do not install new spurs, run new electrical feeds or take power from other areas of the property. New electrical work can be arranged via our trusted electricians as a separate, chargeable service.
Installations are carried out by our team and approved third-party installers whose workmanship we stand behind.
We take great care during installation, but we are not liable for minor superficial marks to paintwork, plaster or surfaces that can occur during standard fitting.

Your responsibilities before and during installation:

Safe and unobstructed access to the installation area.
Parking within a reasonable distance and any parking suspensions or permits the local authority requires.
A clear working area, with furniture, plants and belongings moved back from the installation zone.
Suitable mains power close to the installation area.
Supervision of pets and children so they are kept clear of the working area.
Access via neighbouring properties (for example for scaffolding on a boundary) where installation requires it — arranging this is your responsibility.

15. Structural suitability, alternative advice and risk acceptance

We will assess the proposed installation location during the site survey and recommend a fixing method that we consider appropriate based on the information reasonably available at the time. Where we believe additional structural supports, spreader plates, steelwork, specialist fixings or other measures are required, these will be included in the Quotation or a revised Quotation.

If you choose not to proceed with our recommended structural solution, you may, at your own expense, obtain advice from a suitably qualified structural engineer or other competent professional.

Where you instruct us in writing to proceed using an alternative fixing method against our recommendation, we may, at our sole discretion:

decline to undertake the installation; or
agree to proceed strictly in accordance with your written instructions.

If we agree to proceed following such written instructions, you acknowledge that:

the installation is being carried out contrary to our recommended specification;
you accept responsibility for the structural adequacy of the supporting structure and any alternative fixing method adopted;
we remain responsible for the quality of our workmanship only, but not for any loss, damage, movement, cracking, failure or deterioration arising from the adequacy, suitability or performance of the existing structure or the alternative fixing method.

Where this applies, we may ask you to sign a Structural Risk Acceptance Form confirming the above before installation proceeds.

16. Hidden defects and existing damage

We will exercise reasonable skill and care during all works. However, we cannot accept responsibility for damage arising from:

concealed services or utilities that were not disclosed or could not reasonably have been identified during the survey (cables, pipework, drainage, irrigation, ducting);
pre-existing structural defects or deterioration;
existing cracks, unstable render, defective masonry, rotten timber or other latent defects;
hidden steelwork or unknown structural elements;
asbestos or other hazardous materials;
previous poor workmanship by others;
inaccurate information supplied by you or third parties.

If a hidden condition is discovered during installation and prevents safe completion, we will pause the works and agree next steps with you before continuing. Additional works to remedy hidden conditions are chargeable.

17. Suspension for safety

If we reasonably believe that continuing an installation would present a safety risk to persons, property or the Product itself, we may suspend or terminate the installation until the issue has been resolved.

18. Practical Completion and acceptance

Practical Completion means the Product has been fully installed, tested, commissioned (where applicable), demonstrated to you (where you or your representative is present), and is safe and fit for its intended purpose — even if there are minor cosmetic defects or snagging items that do not materially affect its safe operation or intended use.

You acknowledge that the operating instructions, maintenance guidance, warranty information and product care information are available on the Aura Awnings website. You are responsible for familiarising yourself with these documents and operating the Product in accordance with them.

You should inspect the installation as soon as reasonably practicable and notify us of any defects or snagging items within 7 days of Practical Completion. Failure to notify us within this period constitutes acceptance of the installation, subject to your statutory rights and any applicable warranty. If you are not present on the installation day, Practical Completion still occurs and the 7-day inspection period runs from the date the installation is completed.

The existence of minor snagging items does not entitle you to withhold the entire outstanding balance, although the parties may agree to retain a reasonable sum until the snagging items have been completed.

19. Photography of your installation

We regularly photograph completed installations for use on our website, social media and marketing materials. Photographs typically show the awning and its immediate surroundings; we do not publish addresses or identifying personal information.

Unless you tell us in writing before installation that you do not want your installation to be photographed for marketing purposes, you agree that we may photograph and use images of your completed installation. You can opt out at any time by emailing info@auraawnings.com.

20. Cancellation and your rights on bespoke goods

Because our Products are made to your specification, the standard 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply once manufacture has begun (regulation 28(1)(b)).

You may cancel before your deposit is paid, at no cost.
Before manufacture has commenced: we will refund the deposit, less any reasonable costs already incurred (for example survey costs).
Once manufacture has commenced: the Products are bespoke and made specifically for your property. You may not cancel the order or receive a refund unless we are required to do so under applicable consumer law. Where cancellation occurs after manufacture has commenced, we may retain all monies paid and recover any additional costs reasonably incurred that are not covered by those payments.

Nothing in this clause affects your statutory rights if the Products are faulty, mis-described or not fit for purpose under the Consumer Rights Act 2015.

21. Delayed installation (products ready but not yet installed)

Once the Products have been manufactured, the 30% stage payment remains payable whether or not you request a delay to installation. We will store the Products free of charge for up to 30 days from the date they are ready for installation. After 30 days we may charge reasonable storage fees. If the delay continues beyond 90 days, the remaining balance may become due in full before installation.

22. Warranty

Cassette and motor: 5 years.
Fabric: 10 years.
Installation workmanship: 12 months from installation.

Our warranty is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015. Manufacturer warranties and our installation workmanship warranty are separate, each subject to its own conditions where applicable.

The warranty covers manufacturing defects and workmanship faults that arise in normal use. It does not cover:

Operation outside the manufacturer's stated wind or weather limits.
Failure to follow the operating or maintenance instructions.
Failure to replace wind/rain sensor batteries where applicable.
Lack of routine maintenance or cleaning.
Accidental damage, misuse, abuse or vandalism.
Alterations, repairs or additions carried out by anyone other than Aura Awnings or an authorised representative.
Structural movement or failure of the building, or hidden conditions covered by clause 16.
Damage caused by third-party contractors.
Storm, flooding, lightning or other extreme weather events beyond the Product's design limits.
Fair wear and tear, cosmetic ageing and normal fabric fading within expected tolerances.
Damage from power surges or electrical faults not caused by us.

To make a warranty claim, please email info@auraawnings.com with photographs and a description of the issue. You must give us a reasonable opportunity to inspect and rectify the issue before instructing anyone else — see clause 27.

23. Wind, weather and safe operation

Awnings are shading products, not permanent weather shelters. To keep your awning safe and within warranty:

Retract the awning in strong winds. Operating outside the manufacturer's specified wind class will damage the awning and is not covered by warranty.
Do not leave the awning extended and unattended in adverse weather.
Rainwater pooling on the fabric can damage the frame and fabric. Retract the awning during heavy or prolonged rain.
Snow loading can seriously damage the awning. Do not extend the awning in snow.
If your awning is fitted with wind or sun sensors, please replace the sensor batteries at least once a year. Sensors are an aid, not a substitute for retracting the awning yourself.

Damage caused by operation outside specified wind, rain or snow limits, or by failure to retract the awning in adverse weather, is not covered by warranty.

24. Servicing and maintenance

To maximise the lifespan and safe operation of the Product, we recommend that all products are inspected and serviced periodically in accordance with the manufacturer's recommendations. Failure to carry out reasonable maintenance may affect warranty coverage. We may offer maintenance and servicing packages, but unless expressly agreed in writing, ongoing servicing is not included in the original purchase price.

Practical care:

Clean the fabric occasionally with a soft brush and mild soapy water; avoid pressure washers and harsh chemicals.
Retract the awning when not in use to prolong fabric life.
Have the awning inspected annually — we offer aftercare and servicing as a separate, chargeable service.
Lubricate moving parts as recommended and replace sensor batteries annually.

25. Our liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited.
Subject to the above, our total liability for any claim arising out of or in connection with your order is limited to the total price paid for that order.
We are not liable for indirect or consequential losses, or for delays or failures caused by events beyond our reasonable control.

26. Force majeure

We are not liable for delays or failure to perform our obligations where this is caused by events beyond our reasonable control, including severe weather, fire, flood, pandemic, industrial action, transport disruption, supplier failure, power outages or acts of government.

27. Complaints procedure

We aim to resolve any issue quickly and fairly.

Please email info@auraawnings.com with your order reference, a description of the issue and photographs where appropriate.
We will acknowledge your complaint within 3 working days and aim to provide a full response within 14 working days.
You must give us a reasonable opportunity to inspect the issue before arranging repairs through another contractor. If you engage another contractor without first giving us the opportunity to inspect and rectify the issue, we will not be responsible for those costs unless we have agreed to them in writing.
If we cannot resolve the matter directly, you retain your rights to seek independent redress under UK consumer law.

28. CGI, AI visualisations and product photography

Product photographs, brochure images, computer-generated (CGI) renders and AI-generated visualisations produced or shared by us are illustrative only and are provided to help you visualise the Product. The finished installation may differ in colour, texture, scale, shadow and appearance due to lighting, camera, screen calibration, building context and natural material variation.

29. Intellectual property

All quotations, surveys, drawings, designs, CGI renders and other materials produced by us remain our intellectual property unless expressly agreed otherwise in writing. You may use them solely to assess and enter into the Contract with us.

30. Data protection

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Full details of what we collect, how we use it and your rights are set out in our Privacy Policy.

31. Planning permission and legal requirements

In most residential cases, awnings do not require planning permission. However, you are responsible for checking and obtaining any permissions required, including for listed buildings, conservation areas and leasehold properties requiring landlord or management-company consent.

32. Governing law and jurisdiction

These Terms & Conditions and any dispute arising out of or in connection with them are governed by the laws of England and Wales. Disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live.

Aura Awnings is a trading name of Shutterlove South Ltd, a company registered in Scotland (Company No. SC595385), registered office 5 South Charlotte Street, Edinburgh, EH2 4AN. Contact: info@auraawnings.com.