Terms and Conditions

Pleat 

Our Terms and Conditions

1. These Terms and Conditions (‘T&Cs’)

These T&Cs apply to the sale of our products (‘Products’) and by placing an Order you are confirming your agreement to them.

Please read these T&Cs (which include our approach to Refunds), our Privacy and Cookie Policies (‘our Policies’) and our Web-site Use Terms carefully before ordering any Products from us to avoid any misunderstanding or inconvenience for either party. Amongst other things, they tell you who we are, how we provide Products to you, how you and we may change or end the contract between us, what to do if there is a problem and provide you with other important information.

If you do not understand them or think that there might be a mistake in them please contact us.

If you do not agree to these T&Cs, our Policies and our Web-site Use Terms you should not place an Order and you should cease using this web-site.

These T&Cs were last updated on 29 July 2025 but we retain the right to amend and update them from time to time.

2. Information about us

Pleat Limited is a company registered in the UK with a company number of 12918945 and a VAT number of GB 362909772. 

Our office and studio is at 1A Waltham Court, Hare Hatch, Berkshire RG10 9AA. You may visit our premises provided that you have booked an appointment.

You can contact us as follows:

·         Email: hello@pleat.co.uk

·         Telephone or Whatsapp: 0118 332 0600

·         Post: at the address above

We will contact you using the email address you provide to us on registration.

3. Customers

If you wish to place an Order you must register with Pleat using your real name and contact details and provide a valid delivery address in the UK (we are afraid that we cannot deliver Products to the Channel Islands).

Consumers
We will treat you as a Consumer if you:

·         are an individual of at least 18 years age; and

·         intend to use our products wholly or mainly for your own personal use in the UK. 

Consumers are entitled to certain statutory rights including under the Consumer Rights Act 2015 (provided they are a consumer according to that Act).

Business Customers
We will treat any other customers as Business Customers and these T&Cs constitute the entire agreement between us. Further matters relating to Business Customers only are set out in section 22 below.

By placing an Order with us you warrant that you are legally capable of entering into binding contracts, are based in the UK and, in the case of individuals, are at least 18 years old and that the products will be used for domestic purposes only.

4. Distance Selling Regulations

Our Curtains, blinds and related hardware are custom made for each customer (‘Custom Made Products’) and are therefore not subject to the Distance Selling Regulations contained in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

All our other products (‘Accessories’) that are supplied to Consumers are subject to the Distance Selling Regulations.

5. Products 

Colour
Fabric used for our products is hand dyed and therefore shade variations can occur between different batches.  A product's true colour may not exactly match that shown on your device or in our other marketing materials, or exactly match products supplied to you separately.  

Whilst we will always endeavour to make all your Order from the same batch of fabric, we cannot guarantee to do so. Any subsequent orders will not be made from the same batch of fabric and may not exactly match your original (or other) orders.

Fabrics
Some natural fabrics, such as linen, can have a creased appearance and/or small knots in the thread known as ‘slubs’. These are inherent in the cloth and do not constitute faults.

Natural fabrics will move slightly once installed as they settle, and in response to atmospheric conditions in the room. For example, the length of your curtains may vary up to 10% once installed. If you see any greater dimensional change then please contact us for more advice.

Structure
Curtains and blinds are made, in part, by sewing panels of fabric together. This means that, in most cases, your products will have seams where the fabrics are joined.

We use specific dark linings to produce ‘blackout’ curtains and blinds. Although they significantly reduce light seepage, we cannot guarantee that they will prevent any light leakage.  

Dimensions
Our products are handmade and therefore the dimensions of your products on delivery will be within 2 centimetres of those specified by you in your Order upon delivery and prior to installation. For more detail about tolerances once installed, please see paragraph 17.  

Use
All our Products are for domestic use only and are not to be re-sold or be used for commercial or any other non-domestic purposes.

Defects
Our products are inspected prior to despatch but you should contact us immediately if you discover any defects in the fabric or workmanship of your products.

Child Safety
The Child Safety Legislation 2014 specifically addresses the importance of child safety in relation to internal blinds. We are committed to ensuring that we make our blinds in line with the British Blind and Shutter Association guidance.

6. Fabric samples

You can obtain up to 6 free fabric samples from us to enable you to visualise what the fabric will look like before you submit your Order. As noted above, there may be small variations in colour and texture (such as creases and slubs) between the sample fabric and your products.

If you require additional fabric samples, we reserve the right to make a charge of £10 for each further set requested by you.

7. Pricing

All our prices are in Sterling, include VAT at the prevailing rate at the time the order is placed and include the relevant delivery charge where appropriate.

We reserve the right to change the prices of our products and delivery charges from time to time without notice but we will not adjust the prices of products for Orders which have been paid in full and we have confirmed (see Order confirmation, below).

We will pass on any changes in the rate of VAT that occur between your Order being confirmed and the delivery of your products.

We reserve the right to adjust prices included in your Order if there has been an error on our part provided that we notify you within 7 days of the Order Acceptance Confirmation being issued. In such circumstances, you will be given the option of either accepting (and paying for) the higher prices or cancelling the Order. Equally, if we have overcharged you we will provide you with a refund.

8. Measurements

You are responsible for the accuracy and relevance of all measurements provided in the Order that we then use to produce Custom Made Products.

Information and tips on how you should measure windows can be found here. Otherwise, please contact the Pleat team at: hello@pleat.co.uk

9. Orders

You can place any Orders on our website but you may also ask one of our consultants to set up the Order on your behalf. In such circumstances you will be asked to confirm the Order (by email) and make the relevant payment.

10. Payments 

You will need to pay in full for the Products and, where appropriate, delivery when placing your Order.

We accept secure on-line payments from most debit and credit cards but do not accept Diners Club, Discover, PayPal or Union Pay. You may also make payments by direct bank transfer (quoting your order number as a reference) but we cannot take any payments over the phone. 

You can also choose to pay using Klarna. Klarna will provide you with specific payment terms. For further information or questions regarding your payment please visit Klarna’s website.

We will only make refunds using the method you used for payment.

11. Order confirmation and contract

You will receive an initial confirmation of your Order and payment immediately following placing it. 

We will then review your Order and will then normally send you an Order Acceptance Confirmation email (including an indicative delivery date – normally within 6 weeks) within two business days. This confirmation will create the contract (including these T&Cs) between us. 

Pleat reserves the right not to accept an Order including on the basis of customers not providing full registration details, a valid delivery address or full payment of the amount due and if the relevant materials are no longer available.

Any amounts received by Pleat in relation to Orders that are not accepted by us will be refunded to the relevant customer within 14 days of placement of the Order.

12. Amendments and variations

You may notify us within 7 days of receiving the Order Acceptance Confirmation that you wish to amend or vary your Order for Custom Made Products. No amendments or variations can be made to Orders for Custom Made Products after this 7 day period unless we agree otherwise.

Any changes that you request to your Order must be accepted by us and, if so, you will receive an amended Order Acceptance Confirmation and a revised indicative delivery date.

We may change the Products to reflect any changes in relevant laws and regulations and to implement minor technical adjustments and improvements but such changes will not affect your use of the Products.

We may make more substantive changes to our Products in which case we will inform you and provide you with the choice of making a new Order or cancelling the original Order under our Cancellation policy below.

13. Cancellation 

You may cancel an Order for Custom Made Products by notifying Pleat within 7 days of Pleat sending the Order Acceptance Confirmation orfrom the date  you receive notification from us that we have made a substantive change to a Product in your Order.

A Consumer may cancel an Order for Accessories (i.e. not Custom Made Products) at any time up to 14 days after they have received those Products provided that any such products that have been delivered to you are returned to Pleat in a suitable condition (see Returns and Refunds, below).

Consumers and Business Customers may cancel an Order if the Products have not been despatched by us within 12 weeks of us issuing the Order Acceptance Confirmation or, if appropriate, the revised Order Acceptance Confirmation. 

We have the right to cancel your Order if we decide or are required to suspend or withdraw the supply of a Product due to availability of materials, work-room capacity or any other operational issues or for regulatory reasons. In such cases, you will be offered the option of an alternative product or receiving a full refund. 

We will usually process refunds relating to an Order cancellation as soon as possible but, in any case, within 14 days of you/us notifying us/you of your/our decision to cancel your Order.

14. Delivery

You will be informed by us when the Products (and the number of packages) are available to be delivered by our nominated third-party carrier (the ‘Carrier’) to your specified address in the UK. 

The Carrier will then contact you to confirm delivery arrangements that comply with their own policies including on re-deliveries. The Carrier will return your Products to us if they are unable to deliver them to you after making reasonable attempts to do so. 

You will be charged for the delivery of all Orders with a value of less than £3,000. 

If the Carrier returns your Products to us we reserve the right to charge you a storage charge if you have not arranged collection from us within 2 weeks. 

Time of delivery is not of the essence.

15. Damage, defects, shortages and incorrect items

You should notify us by email (and include photos) of any damage, defects, shortages or incorrect items within 48 hours of the Products being delivered to you.

We will seek to remedy any damage, defects and/or shortages as soon as possible subject to our Returns policy but we retain the right to cancel the Order and to provide you with a full refund once we have received the returned goods (see Returns and Refunds below).

16. Returns and refunds

You may tell us that you would like to return any Products, whether Custom Made Products or Accessories, within 14 days of receiving them and, if requested by you, you will receive a full refund of the costs of the Products provided they have not been used or damaged by you and are returned to us within a further 14 days.

If the returned Products constitute an entire Order and are deemed by us to be defective and/or damaged before you received them and you have requested a refund we will also refund any charges incurred by you relating to the delivery and return of the Products. In all other cases, Consumers will be refunded the cost of the Products only.

You should contact us immediately should you wish to return any Products and, if appropriate, we will provide you with a label and suitable instructions.

Products to be returned should be carefully re-packed in the original packaging wherever possible. Returns can only be made from addresses in the UK (which excluded the Channel Islands).

It is your responsibility to ensure that returned products are suitably packaged so as to avoid them incurring damage during transit. We recommend that you retain the original packaging in case it is required for this purpose, particularly for Custom Made Products. 

You will be charged for the costs of returning the Products unless the reason for the return is because they are defective.

We will process refunds to Consumers as soon as possible and, in any event, within 14 days of the day the returned products were received by us or you provided us evidence of the dispatch to us (whichever occurs soonest).

We will usually process refunds to Business Customers as soon as possible and, in any event, within 14 days of the day we confirmed to you by email that you are entitled to a refund for the defective or damaged Products.

17. Guarantee

Each Custom Made Product has a two year guarantee from the date of delivery. However, this guarantee does not cover the following: 

·         Movement of the fabric within a tolerance of 5%;

·         Normal wear and tear;

·         Alterations or repairs made by you or any third party

·         Misuse or damage of your products including through failure to follow installation instructions that we provide on our web-site;

·         Loss or damage which is caused by sunlight, explosion, fire or smoke (including fabric fading due to sun damage); 

·         Damage resulting from excessive exposure to weather, water or heat (this includes damage such as corrosion, warping, shrinkage or mould);  

·         Issues caused by animal infestation, or boring insects or general damage caused by pets or other animals; 

·         Any theft, accidental damage or loss caused by a third party;

·         Any products using fabric supplied by you/not from the Pleat collection

·         Any products that have been used outside a home/domestic dwelling, re-sold or have been taken out of the UK.

If you wish to make a claim under our Guarantee please contact us by email at hello@pleat.co.uk. Where defective products are covered by our Guarantee, we will endeavour to repair them free of charge. If a repair is not possible you will be offered a replacement and only if a suitable replacement is not available will you be offered a refund.

If you are a Consumer, this guarantee is in addition to your legal rights in relation to products with faulty materials and/or workmanship, or whether they are not as described.

18. Complaints Procedure

Please contact our Customer Service Team (hello@pleat.co.uk) if you have any problems with us or with our Products. They will do their best to resolve matters.

Your legal rights as a Consumer are protected and are set out in Consumer Rights below.

Your legal rights as a Business Customer are set out in Business Customer Rights below

19. Risk and ownership

You are responsible for the Products whilst they are in your possession and until they have been collected by the Carrier and for ensuring that any returned Products are re-packaged properly in the original packaging (where possible).

You will become the owner of the Product(s) when they are delivered (subject to any arrangements you may have made with third party financiers) and, where appropriate, until we have confirmed that you will receive a refund.

20. Pleat liabilities and exclusions/limitations of liability

Our liability for losses you suffer as a result of us breaking the contract between us is strictly limited to the purchase price of the Products you ordered and paid for. This does not limit our liability in relation to:

·         Defective products under section 2(3) of the Consumer Protection Act 1987

·         Breach of the terms by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982

·         Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors (as applicable)

·         Fraud or fraudulent misrepresentation

·         Any matter which it would be illegal for us to exclude, or attempt to exclude, our liability 

We are not liable for any indirect losses (such as losses of business, revenue or profits, anticipated savings, data or waste of management time) however arising and whether caused by tort (including negligence), breach of contract or otherwise even if foreseeable.

21. Consumer Rights

We have a legal duty to provide Consumers with Products that meet legal requirements and are as described on our web-site. For further information please visit The Citizens’ Advice website (www.citizensadvice.org.uk) or your local Trading Standards Office.

22. Business Customer Rights

As a Business Customer these T&Cs constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these T&Cs and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

Except to the extent expressly stated in Clause 5 we exclude for Business Customers all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.

23. Variation of these Terms and Conditions

We have the right to revise and amend these T&Cs from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.

24. Transfer of rights and obligations

The Contract between you and us is binding on you and us and on our respective successors.

You may not transfer, assign, charge or otherwise dispose of the Contract or any of your rights or obligations arising under it, without our written consent.

We may transfer, assign, charge, sub-contract or otherwise dispose of the Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract. We will inform you if we do this.

25. Website

The terms of use of our website are set out in the Website Terms of Use.

26. Personal information

Submission by you to us of your personal information is governed by our Privacy Policy.

27. Other important legal matters

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

These terms are governed by English law. If you are a Consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a Consumer we can claim against you in the courts of the country you live in.

If you are a Business Customer you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.