Price Match Promise

At Rug Love, we proudly introduced our original Price Match Promise to the rug industry: “You won’t get it cheaper. Full stop.”

Found the identical rug for less at an eligible UK rug retailer? Submit a request and we’ll assess it against the terms below. The fastest option before buying is the Price Match button on the Rug Love product page.

The competitor’s product must be available for the general public to purchase at the time we check your request. An ordinary customer, without trade credentials, paid membership or special access, must be able to:

1. Open the competitor’s live product page.
2. Select the identical design, colour and size.
3. Add the item to the basket at the advertised price (including any publicly available discount).
4. Proceed through checkout and place an order for delivery to an eligible UK address, without a stock or availability restriction preventing purchase.

Example: A retailer previously sold a 160 × 230 cm rug for £89, and that price still appears in search results. If you cannot add that exact rug to the basket and buy it for £89 today, the listing is not eligible for a price match.

A screenshot alone does not prove current availability. We must be able to independently verify the live listing and checkout price.

• Eligible retailer: A UK-based rug retailer selling directly to the general public.
• Identical product: Same manufacturer/brand, collection, model or design, colour, material, specification and size. A similar-looking rug is not sufficient.
• New condition: Brand-new, not used, damaged, refurbished, clearance seconds or an outlet return.
• Genuine availability: The exact item can actually be ordered from the competitor at the price claimed.
• Verifiable price: The advertised price and any public promotional code work at checkout.
• Like-for-like total: Rug Love delivery is free. The competitor’s price must include any compulsory delivery charge, after eligible discounts, for an equivalent UK delivery destination.

Where a retailer offers a public discount code, please supply the code so we can check the final checkout price.

Our product-page Price Match form is the fastest way to submit a request. There is normally no need to contact us separately.

1. Open the rug you want on Rug Love.
2. Click the “Price Match” button on that product page.
3. Enter your name and email address.
4. Paste the direct competitor product URL showing the identical rug.
5. Select the correct rug size and enter the competitor’s total checkout price, including compulsory delivery charges and any valid publicly available discount code. Rug Love delivery is always free.
6. Review and accept our Price Match Terms, then submit.

If the form cannot process your request or you need help, use the chatbot’s Submit Support Request option and provide the competitor link, product and size.

We accept eligible post-purchase price match requests made within 14 days of placing your Rug Love order.

1. Open the chatbot and select Submit Support Request.
2. Provide your name, Rug Love order number, competitor’s direct product URL, the identical size and any applicable discount code.
3. We will check the competitor’s current live availability and checkout price against our terms.
4. If approved, we will refund the eligible difference to your original payment method.

Your Rug Love order number is shown in your order confirmation email and looks like #23810. It is not your courier tracking number, PayPal transaction ID or Klarna reference.

• Public promotions: We can consider working discount codes that any customer can use at checkout.
• Private promotions: Personalised, targeted, trade-only, staff-only, closed-group or membership-restricted prices are excluded.
• Delivery charges must be included: Rug Love offers free delivery. Competitor delivery is not always free, so any compulsory standard delivery charge for an equivalent eligible UK address must be added to the competitor’s rug price before submitting a match. We compare the final payable checkout total, not the item-only price.
• Price evidence: Please provide the product URL and promotional code; a screenshot may help but does not replace a working live checkout.
• Changes: If a promotion expires, the product sells out or the competitor changes its price before verification, we may be unable to approve the original amount.

Example: A competitor advertises a rug at £90 but charges £6.99 delivery. Their actual total is £96.99. Rug Love delivery is FREE, so the price match comparison is against £96.99, not £90.

• Third-party marketplaces: Amazon, eBay, Etsy, Wayfair and similar marketplace listings.
• Membership or trade schemes: Costco member-only pricing and other restricted-access deals.
• Unavailable items: Out-of-stock, discontinued, archived, removed or unorderable listings, including old search-engine results.
• Non-identical items: Different size, colour, design, specification or condition.
• Unverifiable offers: Missing product URLs, expired codes, inaccessible pages or prices that cannot be reproduced at checkout.
• Apparent pricing errors: Obvious mistakes or inconsistent prices that appear to have been published in error.
• Loss-making matches: Our Price Match Promise is discretionary; we may decline a request where the match would result in a loss.

For full published conditions, see our Price Match Promise terms.

We are happy to consider genuine, publicly available competitor offers, but we do not price match prices that appear to be published in error. A price displayed on a website is not automatically a valid price match, even if the item can temporarily be added to a basket.

We may check the size-by-size pricing, the wider collection, the advertised promotion and the price available at checkout. Unusually low prices are not automatically errors — genuine clearance offers can be considered if all our other price match terms are met.

💡 What if the competitor is genuinely offering that price? If we cannot approve a match and you are happy with the other retailer’s terms, you may choose to order directly from them at their advertised checkout price. Please check availability, delivery charges and the retailer’s terms before purchasing; we cannot guarantee that another retailer will honour an apparent error.

For price matching, the competitor must be accepting a genuine order at the stated price; simply advertising a future arrival date or displaying an inactive product page is not sufficient.

If the competitor allows the public to place a confirmed pre-order through checkout, please submit the direct link and details for review. Pre-order matches are not automatically guaranteed; we assess whether the availability and terms are genuinely comparable to the Rug Love listing.

Our product-page process is automated. If you do not receive a response, please check your spam or junk folder.

If the retailer or URL is not recognised or is excluded under our terms, the automated system may not issue a response. This does not mean your price match has been approved.

Common reasons include an invalid or missing link, wrong rug size, unsupported retailer, an unavailable product, an expired offer or a checkout price that differs from the advertised price.

If you believe your request qualifies and need a manual review, submit a support request through the chatbot with the direct link, exact size, advertised price and any code.

• “The other retailer is cheaper, but they charge delivery.” We include their compulsory delivery charge when comparing prices. For example, a £90 rug plus £6.99 delivery costs £96.99 in total. Rug Love delivery is free.
• “Google shows a cheaper price, but the retailer no longer sells the rug.” We cannot match it unless you can currently buy the identical item from that retailer.
• “The product page exists but says sold out.” Not eligible, even if a price is displayed.
• “I can add it to the basket but checkout says unavailable.” Not eligible; the purchase must actually be possible.
• “The retailer has a different size available.” We can only compare the exact size you want.
• “Can you match a coupon?” Yes, if it is publicly available, valid and works for the same item at checkout.
• “Can I submit after ordering?” Yes, within 14 days of placing your Rug Love order, subject to the same checks.
• “Will you match a marketplace seller?” No, the listed marketplace exclusions apply.
• “Is every eligible request guaranteed?” No. Approval remains at Rug Love’s discretion under the published terms.

We understand you may find the same rug advertised for less after placing your Rug Love order. Some retailers we exclude from our Price Match Promise — such as Wayfair — occasionally offer exceptionally low prices on selected lines, including bulk-purchased clearance stock. These offers may be limited to certain designs or sizes and do not qualify for our Price Match Promise.

✅ If you would prefer not to proceed with your Rug Love order, there is no need to contact us to request cancellation while your order is still eligible for self-service cancellation.

1. Open your Rug Love order confirmation email.
2. Select “View Order” to open your order status page.
3. Choose the Cancel Order option and follow the instructions.
4. Once cancellation is confirmed, we will issue a full refund of the cancelled order, including any pre-order deposit already paid, to your original payment method. Your payment provider may take approximately 3–5 business days to show the refund.

We completely understand if you choose a lower-priced offer elsewhere. Please make sure the alternative retailer has the exact rug and size genuinely available to order, and compare the full checkout price including delivery before cancelling your Rug Love order.

For a price match before purchase, please use the Price Match button on the relevant Rug Love product page wherever possible.

For a post-purchase request, an incorrect submission or assistance with an eligible offer, use the chatbot’s Submit Support Request option. Include your name, order number (if applicable), competitor URL, exact rug size, advertised price and discount code.

🕒 We aim to respond within 3 business hours during our Monday–Friday, 9am–5pm support hours. Verification and approval may take longer where further checks are required.

Open Rug Love Chatbot