We want genuine product issues to be resolved fairly and promptly. This guide explains how to report a suspected fault, how claims are assessed and the difference between normal rug characteristics and manufacturing defects.

Rugs are textile products manufactured using a variety of fibres, yarns, weaving techniques, machinery and finishing processes. Unlike precision-engineered products, rugs are not necessarily identical in every individual thread, tuft, stitch, weave or finishing detail.

Minor imperfections, small inconsistencies and natural manufacturing variations are a normal and widely recognised characteristic of textile products. Even correctly manufactured, brand-new rugs can contain occasional irregularities.

Examples of Normal Rug Characteristics vs Potential Manufacturing Defects

The examples below explain how common observations are generally considered. They are guidance rather than automatic decisions, and the nature, extent and impact of an issue will always be relevant.

How Minor Imperfections Are Assessed

Finding a visible irregularity does not, by itself, establish that a product is faulty. The assessment considers the nature, extent and location of the issue, the rug's materials and manufacturing method, whether it affects the rug's appearance or structural integrity, and whether it is consistent with the standard reasonably expected of that particular product.

There is an important distinction between an occasional minor finishing irregularity and a significant defect affecting the rug's appearance, quality, durability or suitability for its intended purpose.

Where an imperfection is consistent with the normal characteristics and acceptable industry standards for the product, it will not ordinarily be treated as a manufacturing defect. However, the presence of an industry tolerance does not override applicable consumer law or automatically determine the outcome of a claim.

Rug Lifespan, Wear & Maintenance

There is no fixed or guaranteed lifespan applicable to every rug. A rug's service life depends on many factors, including fibre type, construction, frequency of use, foot traffic, pets, furniture, sunlight, room location, moisture, cleaning methods and routine maintenance. A rug in a busy hallway may wear differently from the same rug in a lightly used bedroom.

Flattening, pile compression, shading, fringe wear and gradual changes in appearance can occur through ordinary use. However, describing a change as wear does not automatically resolve whether its extent or timing is consistent with satisfactory quality. A claim of unusually early deterioration will be assessed in the circumstances.

Care matters: follow the care instructions for the particular rug. Avoid catching edges or fringes with vacuum attachments or rotating brush bars, and do not assume that a cleaning method suitable for one fibre is suitable for another. Delicate viscose, shaggy and high-pile rugs may require particular care.

Misuse, Damage & Unauthorised Alterations

Damage arising from misuse, negligence, accidental damage, inappropriate cleaning, failure to follow applicable care instructions, excessive wear or unauthorised cutting, trimming, alterations or repairs is not, by itself, evidence of an original manufacturing defect.

Where a rug has been altered or damaged, any claim will be assessed to establish whether the reported issue resulted from that action or from an underlying product fault.

No need to contact us first where the Returns Portal is available for your order.

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

• Unwanted or unsuitable returns
• Exchanges
• Manufacturing defect claims
• Courier damage
• Incorrectly supplied items
• Not As Described / Non-Conformity concerns

📸 Please provide clear photographs, details of the issue and any other requested information wherever possible. This helps us, and where appropriate the manufacturer, assess the issue efficiently.

1. Submit Your Claim

• Submit the claim through our Returns Portal where available.
• Select the appropriate manufacturing defect/fault reason.
• Explain the specific issue you believe is present.
• Upload clear photographs and supporting information.
• If the portal is no longer available because of the time elapsed since delivery, email us or submit a Support Request through our AI chatbot with your order number, description of the issue and clear photographs.
• If the portal asks for your preferred resolution, please select the option you would prefer. Your preferred resolution will be considered, but the appropriate remedy will depend on the circumstances of the claim and your applicable legal rights.

2. Claim Review & Manufacturer Assessment

• Rug Love will review the information submitted.
• All appropriate manufacturing defect claims are referred to the relevant manufacturer for assessment using the photographs, information and supporting evidence provided.
• The manufacturer may provide technical or product-specific information as part of the assessment.
• Further photographs, information or inspection may sometimes be required before the issue can be properly assessed.
• If a return or collection is required, the appropriate return arrangements will be provided once the claim has been assessed.

3. Outcome

• Once the relevant evidence has been reviewed, we will contact you with the outcome and appropriate next step.
• Depending on the circumstances and applicable rights, this may include repair where appropriate, replacement, refund, price reduction or another agreed resolution.

We recommend inspecting your rug after delivery, including the surface, edges and backing, and reporting any apparent issue as soon as reasonably possible.

Prompt reporting can make it easier to establish the circumstances and obtain relevant evidence, particularly for courier damage or an issue that was immediately visible when the rug arrived.

If you notice a potential manufacturing issue but are unsure whether it is a normal characteristic that may settle with time, you can still submit the concern so there is a record of when you first noticed it.

There are two different return routes:

Manufacturing defect claims are not automatically approved. All appropriate defect claims submitted through our Returns Portal, or submitted directly to us where the portal is no longer available because of the time elapsed, are referred to the relevant manufacturer for assessment using the photographs, information and supporting evidence provided. Submission of a defect claim does not mean that a manufacturing defect has been established or accepted.

If you simply decide that a correctly supplied rug is unwanted or unsuitable, the customer-arranged return process applies.

Where the appropriate resolution involves a refund following the return of the rug, once the returned item has been received back we aim to inspect and process the refund within 48 hours.

• You will receive a notification confirming that your return has been received.
• Once the refund has been processed, you will receive a separate refund confirmation email.
• Your refund confirmation email is confirmation that Rug Love has completed the refund from our side.
• Most banks and payment providers then take approximately 3–5 working days to display the funds.
• PayPal e-cheque refunds can take up to approximately 14 days.

If you are unable to submit a manufacturing defect claim through the Returns Portal because of the time elapsed since delivery, please email us or submit a Support Request through our AI chatbot.

• 💬 Select “Raise a Support Request” through our AI chatbot if you need a member of our team.
• 🕒 We aim to respond within 3 business hours during Monday–Friday, 9am–5pm.
• 📸 For a manufacturing defect claim, please have your description and photographs ready so we can submit the appropriate claim for assessment.

Your statutory rights are not affected by the information above.

Not every variation or change in a rug indicates a manufacturing defect. Rugs are textile products, and their construction, materials, pile and manufacturing method can result in normal characteristics that vary between rug types.

This is particularly relevant to hand-woven, hand-tufted, hand-knotted and other handmade rugs, where small differences between individual rugs are a natural consequence of the manufacturing process.

Examples that can be normal depending on the rug and extent of the issue include:

• Wool rugs: Natural shedding, particularly when new.
• Sheepskin rugs: Natural fibre, texture, colour and appearance variations and shedding.
• Shaggy and high-pile rugs: Pile movement, compression, flattening and some shedding.
• Handmade rugs: Natural variations in weave, dimensions, pattern placement, texture and finish.
• Handmade and natural-fibre rugs: Abrash, tonal differences and natural colour variation.
• Handmade rugs: Mixed yarns, slight weaving inconsistencies or occasional loose/sprouting fibres.
• Different production or dye batches: Small shade or tonal differences can occur between two rugs of the same design and colour.
• Rolled rugs: Temporary creases, curling or pile compression after being tightly rolled for storage and transport.

If you believe what you are experiencing goes beyond the normal characteristics of the rug, please submit a manufacturing defect claim with photographs and an explanation of the specific concern.

Raised edges, curling corners, ripples and creases are very common when a new rug is first unrolled. Rugs can spend extended periods tightly rolled during manufacture, storage and transport. These temporary effects do not, by themselves, indicate a manufacturing defect.

Why it happens: Many rugs contain latex, adhesives or other backing materials which can become temporarily stiff during storage and transit, particularly in cold conditions. As the rug reaches room temperature, its backing often becomes more flexible and the rolled shape gradually relaxes. Not all rugs have latex backing, and settling times vary with construction and material.

Safe ways to help:

• Unroll completely on a clean, dry, level floor and gently smooth by hand.
• Leave the rug in its intended position in a comfortably heated, dry room for up to 7 days.
• If the rug is flexible and its care instructions permit, briefly and loosely reverse-roll it. Never force or sharply fold a stiff backing.
• A clean, stable, flat weight over a raised corner for 24–48 hours may help, provided it will not mark the pile.
• A suitable non-slip rug underlay may reduce movement or bunching on smooth floors.

If a corner is raised enough to create a trip hazard, keep that area clear until it is safe. If there is no improvement after around 7 days, or there is persistent severe distortion, uneven construction or backing damage, you may submit photographs for review. You do not need to wait 7 days to report a suspected genuine defect. Please use the Returns Portal and include photographs of the full rug, affected areas and backing where relevant.

Pilling is the formation of small fuzzy balls or tangled fibres on the rug surface, usually caused by friction from walking, furniture, pets or vacuuming. It can occur in both synthetic and natural-fibre rugs. Some pilling is a normal characteristic of use and does not automatically mean the rug is faulty.

Sprouting means an isolated yarn or fibre projects above the surrounding pile. It may arise as yarns settle or during manufacture, particularly in dense, shaggy or hand-finished constructions. Examples can include Montana, Polar, Sierra 9000, Extravagance, Plush and Barnaby.

How to reduce and manage pilling:

• Vacuum gently and regularly, following the rug's care instructions; avoid aggressive rotating beater bars where unsuitable.
• Rotate the rug periodically to distribute foot traffic and wear.
• Use an appropriate rug underlay to help minimise movement and friction.
• If permitted for the rug material, remove light surface pills gently with a suitable fabric-pilling tool, testing an inconspicuous area first. Avoid cutting or pulling structural yarns.

Pilling varies by fibre, yarn, construction and use; no fibre type is completely immune. If pilling, yarn loss or sprouting seems excessive or unusual for the rug's age and use, submit a suspected manufacturing defect claim through the Returns Portal with clear photographs. Normal characteristics do not prevent a genuine concern being assessed.

Pile fibres naturally bend and compress with foot traffic, furniture pressure and regular use. Long, fluffy and super-plush piles are particularly prone to flattening and matting, including ranges such as Montana, Polar, Sierra 9000, Plush and Barnaby. Replacing a rug will not necessarily prevent the same natural pile behaviour from developing with use.

Shorter, denser pile constructions may be easier to maintain in busy areas, although suitability depends on the individual rug. Pile direction can also change how light reflects and make some areas look flatter or darker.

Ways to care for the pile:

• Use gentle suction vacuuming in accordance with the product's care instructions.
• Rotate the rug regularly and, where practical, vary furniture positions to spread pressure.
• For a suitable rug, gently lift compressed pile with a soft brush or rug rake designed for its construction; test first and never tug at fibres.
• Consider an appropriate underlay to reduce slipping and friction.

Ordinary pile compression and matting are not automatically manufacturing defects. However, unusually rapid or severe deterioration, abnormal fibre loss or another suspected underlying issue can be submitted through the Returns Portal for individual assessment.

Courier damage is separate from a manufacturing defect. If the parcel arrives with torn or open packaging, water damage, heavy soiling, crushed ends or visible damage to the rug, please document the condition and submit the appropriate Courier Damage reason through our Returns Portal.

If the packaging is visibly compromised at the door, you may refuse delivery and ask the driver to mark it Return to Sender. If you have already accepted or signed for it, you can still report damage; acceptance does not, by itself, remove your statutory rights.

Helpful photographs include:

• The complete rug and a close-up of the damage.
• The outer packaging, showing tears, punctures, water marks or other damage.
• The courier shipping label and the rug's product label or barcode, where available.

Please keep the original packaging if possible until the claim has been reviewed, and report visible damage promptly so the delivery evidence can be investigated. There is no blanket three-day deadline for exercising statutory rights.

Rug sizes are generally stated as nominal dimensions. Small variations in finished length, width and shape can occur during manufacture and do not automatically indicate a manufacturing defect.

This is particularly relevant to hand-woven, hand-tufted, hand-knotted and other handmade rugs. Differences in yarn, weaving tension, stretching, washing, drying and finishing can all influence the final dimensions of an individual rug.

Manufacturer size tolerances can vary depending on the brand, construction and manufacturing method. We therefore do not apply one universal percentage tolerance to every rug sold by Rug Love.

If you believe your rug differs significantly from the advertised nominal dimensions, please provide photographs together with measurements of the rug. Where appropriate, the difference can then be assessed against the relevant product specification and any applicable manufacturer tolerance.

All rugs with a pile can experience some degree of pile movement, compression and flattening during use. This is particularly noticeable on longer-pile and super-plush rugs.

High-pile shaggy rugs such as Montana, Polar, Sierra 9000, Plush and Barnaby can be more susceptible to:

• Pile compression and flattening in areas receiving regular foot traffic.
• Compression beneath furniture.
• Pile movement and changes in appearance depending on direction.
• Occasional sprouting or individual fibres appearing longer than surrounding fibres.

These can be normal characteristics of high-pile construction and do not automatically indicate a manufacturing defect.

If you believe the extent of the flattening, matting, fibre loss or another issue is abnormal for the age and use of the rug, submit a claim through the Returns Portal so the specific circumstances can be assessed.

Binding and edges are areas of a rug that can be affected by both manufacturing issues and events occurring during use.

Common causes of edge or binding damage after use can include:

• Vacuum cleaners catching or repeatedly running over the binding.
• Heavy foot traffic.
• Dragging furniture across the rug.
• Pets scratching, chewing or pulling at the edges.
• Inappropriate cleaning methods, excessive moisture or unsuitable chemicals.

Damage caused through use does not, by itself, establish a manufacturing defect. However, if you believe the binding or edge has failed because of an underlying manufacturing issue, please submit a manufacturing defect claim with clear photographs and an explanation of the circumstances.

The main product images supplied for a rug are manufacturer images and are generally the same core images used by UK retailers selling the same product.

However, no online image can guarantee an exact colour match. The appearance of a rug can be affected by:

• Screen and device display settings.
• Lighting conditions.
• The surrounding décor and colours within a room.
• Pile direction, texture and viewing angle.
• Natural-fibre variation.
• Normal production and dye-batch variation.
• The subjective nature of colour names and shades.

If you are purchasing two or more matching rugs and consistency between them is particularly important, please contact us before ordering so we can check whether any relevant batch information is available. Batch matching cannot always be guaranteed.

Colour dissatisfaction or deciding that a correctly supplied rug does not suit your room does not automatically mean that the rug is defective or not as described.

Courier damage is different from a manufacturing defect and should be submitted through the Returns Portal using the appropriate courier-damage reason.

Visibly damaged on arrival?

If the rug or its packaging is clearly damaged, wet, heavily soiled or compromised when delivery is attempted, then where practical we recommend:

• Refusing the delivery.
• Asking the courier to mark the item as Return to Sender.
• Taking photographs where possible.
• Submitting the issue through our Returns Portal so we can identify and resolve it.

Please retain the packaging and take clear photographs of both the packaging and rug wherever possible, as this can help us investigate the damage with the courier.

A manufacturing defect is different from damage caused to a rug after delivery.

Examples of issues that may arise through use rather than manufacture include:

• 🐾 Pet chewing, scratching or soiling.
• 🧴 Spills and stains.
• 🛠️ Accidental tears, burns, cuts or other accidental damage.
• 🏠 Ordinary wear, furniture compression and traffic-related pile changes.
• 💧 Damage caused by unsuitable cleaning methods, excessive water or inappropriate chemicals.
• 🧹 Damage caused by a vacuum cleaner or other cleaning equipment catching fibres or bindings.

However, if you believe an underlying manufacturing issue is responsible for the problem, submit the claim with photographs and an explanation so the specific circumstances can be assessed.

If you believe the rug supplied does not materially match the product description, specification, imagery or other product information provided at the time of purchase, please submit the appropriate claim through our Returns Portal and explain the specific difference you believe exists.

We will review the product supplied, the product information applicable when the order was placed, and the photographs, details and other relevant evidence provided. Where appropriate, information may also be obtained from the manufacturer as part of that assessment.

There is an important distinction between goods that materially do not conform to their description and a product that is correctly supplied but is unsuitable or different from a customer's personal expectation.

For example, deciding that a correctly supplied rug does not suit your room, personal colour preference, décor or intended space does not automatically mean that the product was incorrectly described.

A customer-arranged return because you have changed your mind or the rug is unwanted or unsuitable is different from a claim that goods are faulty, damaged, incorrectly supplied or not as described.

For unwanted or unsuitable items, you have 14 days from delivery to notify us that you wish to return the item and a further 14 days to send it back.

For fastest and clearest processing, our designated return process is the self-service Returns Portal. If you are exercising a statutory cancellation right, nothing in this policy prevents you from giving us a clear statement of cancellation by another legally valid method within the applicable period; however, you should still register the return through the portal where possible so we can identify and process it.

For consumer purchases covered by the Consumer Rights Act 2015, goods supplied by a retailer must meet the applicable legal requirements.

• Satisfactory quality: taking account of the description, price and other relevant circumstances.
• Fit for purpose: including any particular purpose made known to the retailer where the law applies.
• As described: the goods must materially match the description and applicable product information forming part of the contract.

A manufacturer's warranty or guarantee and your statutory consumer rights are not the same thing.

Some products or manufacturers may provide a separate manufacturer's warranty or guarantee. The existence, duration and terms of any such guarantee depend on the particular manufacturer and product.

The expiry or absence of a manufacturer's warranty or guarantee does not, by itself, determine whether you have a valid statutory claim against Rug Love as the retailer.

The manufacturer assessment process helps us establish the nature and cause of a reported issue and provides relevant product-specific evidence.

Rug Love remains responsible for dealing with your statutory rights as the retailer from which you purchased the goods.

If goods do not conform to the contract as required by applicable consumer law, any statutory remedies available to you remain unaffected by our manufacturer assessment process.

Consumer law distinguishes between problems arising at different stages after delivery, and the evidence required can change over time.

Under the Consumer Rights Act 2015, where goods do not conform to the contract within the first six months after delivery, the law generally treats the lack of conformity as having existed at delivery unless it is established otherwise or that presumption is incompatible with the nature of the goods or the particular issue.

After six months, a customer may be required to provide evidence that the problem was inherent or existed when the goods were supplied rather than being caused by subsequent use, wear, care or damage.

Each claim must be considered according to the applicable law, the nature and expected durability of the product, its age and use, and the available evidence.

The appropriate remedy depends on the circumstances and the statutory rights that apply at the relevant time.

Consumer law provides remedies which can include, where the relevant legal conditions are met:

• The short-term right to reject.
• Repair or replacement.
• A price reduction.
• The final right to reject.

For more detailed information about manufacturing defects, manufacturer guarantees, normal rug characteristics, evidence, Consumer Rights Act remedies and later-developing faults, please see our full standalone guide.