Chester Check CHS01 Modern Geometric Squares Soft Textured Mid-Height Shaggy Pile Sage Rug

All returns and claims should first be submitted through our self-service Returns Portal.

There are two practical return routes:

• Customer-arranged returns — for unwanted or unsuitable items, change of mind and exchanges. The customer arranges, books, manages and pays for the return courier.
• Approved claim returns — where a manufacturing defect, courier-damage or incorrect-item claim is accepted and a return is required, Rug Love or the relevant supplier/manufacturer will provide the appropriate return or collection instructions.

Manufacturing defects, courier damage and incorrect items are claim reasons; they are not alternative methods for arranging an ordinary unwanted or unsuitable return.

• Unwanted or unsuitable returns and exchanges can be submitted directly without contacting us for prior authorisation.
• Manufacturing defects, courier damage and incorrect items should also be reported through the same portal.
• Images and additional information should be provided for manufacturing defect, courier-damage and incorrect-item claims where requested.
• For an incorrect item, please provide a clear photograph of the rug and its product label/barcode so the item can be identified.
• For an ordinary unwanted or unsuitable return, there is no need to upload images or additional notes where these fields are not relevant.
• Once submitted, the relevant return instructions are sent by email. Please read the return-instructions email fully and check your spam/junk folder if you do not see it.

Rugs are considerably larger and bulkier than ordinary parcels such as clothing, so courier return costs can be higher, particularly for large or heavy rugs.

Rather than only providing this information after an order has been placed, we deliberately publish and repeat realistic return-cost guidance before and after purchase so customers can consider the potential cost before ordering a large rug.

• Return information and estimated costs are shown on product pages.
• Return information is repeated in order communications and emails.
• Return-cost guidance is available through our chatbot and support content.
• Detailed instructions are provided through our self-service Returns Portal.
• Our dedicated Return Costs & Returns Guide provides fuller courier, packaging and size guidance.
• Our Refund Policy provides the comprehensive policy governing returns and refunds.

We strongly recommend measuring your space before ordering and reviewing the estimated return cost in advance, particularly when purchasing a larger rug.

A large budget-priced, outlet, sale or heavily discounted rug can still be a large courier parcel, so its return cost can sometimes appear high relative to the purchase price. Courier pricing is based primarily on the parcel, not the retail value of the rug.

We provide detailed product descriptions, specifications and colour breakdowns wherever possible to help you understand a rug's appearance before purchasing.

• Official product images and basic colour classifications are supplied by the manufacturer and are generally the same core manufacturer imagery used by UK retailers selling the same rug.
• Rug Love goes beyond basic manufacturer colour labels such as Beige, Grey or Blue by providing detailed shade, tone and accent-colour breakdowns for most rugs, together with additional real-life photographs where available.
• Colour perception is subjective. Shades such as Duck Egg, Teal, Greige and Taupe can be interpreted differently depending on the individual, lighting, surrounding décor and screen settings.
• Pile shading & shimmer: On cut-pile and lustrous rugs, pile direction, lighting and viewing angle can make the same rug appear lighter, darker or more reflective from different directions. This visual effect does not by itself indicate a colour fault.
• Minor variations between production or dye batches may also occur.
• If exact colour matching to furniture, flooring, paintwork or other décor is essential, please consider the limitations of purchasing a textile product online and consider viewing a suitable rug in person before purchase.

If you believe a different item has been supplied or there is a manufacturing issue, submit the appropriate claim through the self-service Returns Portal with photographs and an explanation of the specific issue.

Nothing in this section removes or restricts any statutory rights where goods materially differ from their contractual description or otherwise fail to meet applicable legal requirements.

A newly opened rug may have a noticeable odour after being removed from its packaging. Odour can arise from the rug's fibres, backing, manufacturing materials, packaging or from being tightly rolled and sealed for storage and transport. Natural fibres can also have their own characteristic smell; for example, new wool may have an earthy or animal-like odour.

Some rug materials, backings and manufacturing materials can release volatile organic compounds (VOCs), particularly when new, but odour alone does not establish what compounds are present, their concentration or that unsafe VOC levels are present. Heat can also make some existing material or backing odours more noticeable.

A temporary new-product or natural-fibre odour does not, by itself, establish a manufacturing defect. Unpack the rug and allow it to air naturally in a well-ventilated room, following the applicable product and care instructions. Avoid applying sprays, detergents, water or other treatments simply to mask an odour unless they are permitted by the rug's care guidance.

If an odour appears excessive, unusual or persists despite reasonable airing, you can submit the issue through our self-service Returns Portal with details of the smell, how long the rug has been aired and any relevant information about heat, moisture, cleaning or storage so it can be assessed.

• Once your returned item has been received, it will be checked and processed.
• You will receive a Return Received notification confirming that your return has arrived.
• We aim to inspect and process applicable refunds within 48 hours of receipt.
• Once completed, you will receive a further refund confirmation.
• Your refund confirmation email is confirmation that Rug Love has completed the refund from our side.
• Refunds are normally returned to the original payment method.
• After we have processed the refund, banks and payment providers typically take around 3–5 working days to show the funds.
• PayPal e-cheque refunds can take up to approximately 14 days in some circumstances.

• Exchanges should be submitted through our self-service Returns Portal.
• Select the exchange option and tell us which size or alternative rug you would like.
• An exchange because you would prefer another size, colour, design or rug remains a customer-arranged return. You are responsible for arranging and paying for the return of the original item.
• The replacement is normally sent after we have received the original item back.
• Any price difference will be adjusted accordingly. We will either refund the applicable difference or arrange payment of any additional amount due.
• If you do not want to wait for the exchange process, you can place a new order for the replacement item and submit the original item separately for a refund.

Manufacturing defects, courier damage and items incorrectly supplied by Rug Love are handled separately from unwanted or unsuitable customer-arranged returns.

• Submit the appropriate claim through our self-service Returns Portal.
• For a manufacturing defect, provide clear photographs showing the issue together with the relevant details.
• For courier damage, provide clear photographs showing the damage to the rug and packaging where relevant.
• If you have been sent the wrong item, submit an incorrect-item claim and provide clear photographs of the rug and its product label/barcode.
• Sprouting & pilling: Occasional protruding fibres, surface fuzzing or pilling can occur as a rug settles and through normal use and do not necessarily indicate a defect. Do not pull protruding yarns; abnormal or widespread fibre release can be submitted for assessment.
• Binding, edges & stitching: Small variations in binding, whipping, stitching and other edge finishes can occur depending on the rug's construction. Do not pull loose edge yarn or attempt a repair; if an edge appears to be separating or failing abnormally, stop using anything that may worsen it and submit photographs for assessment.

Rug Love submits appropriate manufacturing defect claims to the relevant manufacturer or supplier. The manufacturer may provide product information or assess the evidence supplied. Submission of a claim does not itself mean that a manufacturing defect has been accepted.

Rug Love remains responsible for addressing your statutory rights as the retailer. Manufacturer or supplier involvement forms part of the evidence and operational process and does not remove or restrict any statutory rights you may have.

Courier pricing for rugs depends heavily on the actual finished parcel dimensions and weight.

Once a rug has been opened, Rug Love has no control over how tightly the customer rolls it, how it is packaged or the final parcel dimensions. If we booked a return using estimated or standard dimensions and the customer's finished parcel was larger, Rug Love as the booking organiser would receive the courier surcharge.

For this reason, customers arrange their own unwanted or unsuitable return using the actual packaged dimensions and weight of the parcel they are handing to the courier.

Booking a return is fundamentally a matter of entering the parcel's length, width, height and weight, together with the collection address and Rug Love return address. Full step-by-step guidance is provided after submitting your return.

• Rugs should be securely rolled and suitably packaged for courier transit.
• Please do not fold the rug unless it was originally supplied folded or you have specifically been instructed to do so.
• For an unwanted or unsuitable return, the item should be returned in a clean, dry and resaleable condition, subject to your statutory rights.
• Protect the rug properly from dirt, moisture and damage during transit.
• Do not use household bin bags, paper, cling film or other weak materials as the sole return packaging.
• Do not place courier tape or labels directly onto the rug, fibres or product label.
• If returning an anti-slip mat with the rug, we recommend rolling it securely inside the rug where practical. It may also be returned separately. Do not tape an underlay or mat around the outside of the rug, as this can increase the finished parcel dimensions and potentially result in a surcharge.
• We recommend photographing the fully packaged rug before handing it to the courier and retaining proof of postage/collection.
• For a customer-arranged return, the customer is responsible for managing the return booking and courier until the parcel has been safely delivered back.

QR-code and label-free return services are convenient for small parcels, but most are designed primarily for items such as clothing and have restrictive parcel-size limits.

Many QR-code/drop-off services accept parcels only up to approximately 120cm in length. Rugs can form parcels approximately 200–500cm long, depending on the rug size and how it is packaged.

Larger rolled rugs therefore fall into a different courier category and generally require a suitable collection service together with a printed shipping label.

The return costs we provide are intended as realistic guidance, but courier surcharges are separate and outside Rug Love's control.

Common causes of additional courier charges include:

• Incorrect parcel dimensions entered when booking.
• Incorrect weight entered when booking.
• Choosing a courier service unsuitable for the size of the rug.
• The packaged rug being larger or heavier than declared.
• Typing or measurement errors during the courier booking process.
• Remote-area or Highlands courier charges.
• Seasonal courier surcharges during peak periods such as Black Friday and Christmas.

To reduce the risk of a surcharge:

• Measure the rug after it has been fully packaged.
• Double-check the length, width, height and weight.
• Use a courier suitable for the parcel dimensions.
• Check all information carefully before confirming the booking.

Any surcharge should be disputed directly with the courier or booking provider because the customer is the sender/account holder for that booking. Rug Love can provide guidance, but we cannot control, reverse or administer charges applied to a third-party courier booking made by the customer.

We can provide guidance on the return process, courier booking information, parcel measurements and the appropriate route for your return or claim.

For an unwanted or unsuitable return, however, the booking remains customer-arranged. We can provide guidance, but we cannot take over or make the courier booking on the customer's behalf.

For additional queries or concerns, click the support button below. We aim to respond within 3 business hours during our Monday–Friday, 9am–5pm business hours.

If you require human assistance, please select Submit Support Request in the chatbot. Simply typing a question into the chatbot does not itself submit a support request to our team.