Returns, Exchanges & Return Costs
↩ Returns, Exchanges & Return Costs
We want our returns process, customer responsibilities and potential return costs to be completely clear before you place an order.Return information and access to our Returns Portal can be found in your order confirmation and subsequent emails, on every product page, our Returns Portal page, the Returns section of our chatbot, and in the website footer.
No need to contact us first — returns, exchanges, manufacturing defects, courier damage and incorrect-item claims should be submitted directly through our self-service Returns Portal.
Delivery from Rug Love is free, but unwanted or unsuitable returns are not free. For unwanted or unsuitable items, including exchanges, the customer is responsible for arranging, managing and paying for their own return courier.
This is how the vast majority of returns are handled. Rug Love does not provide prepaid return labels, book collections or manage customer courier bookings for unwanted or unsuitable returns. We do, however, provide detailed courier, packaging, parcel-size and cost guidance to make arranging your return as straightforward as possible.
Rug Love is an online-only retailer and returns can only be made by courier. If you are purchasing a large or bulky rug, please consider before ordering how you would return it if it proves unsuitable. The customer is responsible for arranging, booking, managing and paying for the return courier including obtaining & printing return labels. If you believe you may be unable to arrange a return yourself, or may require assistance from another person to do so, please take this into consideration before placing your order. We can provide guidance and explain the process, but we cannot take over or make a customer-arranged return booking on your behalf.
Manufacturing defects, courier damage and incorrectly supplied items are exceptions to the normal customer-arranged return process. Manufacturing defect and courier-damage claims must include clear supporting photographs because Rug Love submits the evidence to the relevant manufacturer or courier for assessment. Please provide clear photographs wherever possible so we can assess and, where appropriate, refer the claim promptly. If photographs cannot reasonably be provided, contact us through Raise a Support Request so we can discuss another way to assess the issue; this does not remove your statutory rights.
↩Returns Portal – All Returns & Claims Start Here
All returns, exchanges, manufacturing-defect claims, courier-damage claims and incorrect-item claims should be registered through our self-service Returns Portal. This creates the return record against the correct Rug Love order and gives you the relevant instructions for the return type selected.
Because Rug Love uses a third-party returns platform to create and manage return records, sending an item back without first registering it through the Returns Portal means there may be no return record against your order and can significantly delay identification and processing. Our return address is therefore provided within the return instructions issued after a return is submitted through the portal. This operational requirement does not limit any statutory cancellation or consumer rights that apply.
Use your Rug Love order number and the email address used to place the order. Rug Love order numbers are five digits beginning with #2, for example #23454.
Rug Love has visibility of activity within the Returns Portal, including successful submissions, unsuccessful access attempts and errors generated when a return is attempted. If you believe you have tried to submit a return but have been unable to do so, tell us while your applicable return period is still open. Where available, we can review portal activity relating to your order and help identify the reason.
For an unwanted or unsuitable return, saying after expiry that the portal previously did not work does not, by itself, extend or reopen the return period. Where available, we can review the portal activity associated with the order.
- Invalid order number: enter your Rug Love order number only. It is a five-digit number beginning #2. If your order number does not look like this, check your order confirmation and verify that the purchase was made with Rug Love rather than another retailer with a similar name.
- Email mismatch: use the email address attached to the Rug Love order.
- Return already submitted: the same item cannot be submitted twice. Check your email, including spam/junk, for the return instructions already issued.
- Item not fulfilled: a return cannot be registered for an item that has not yet been dispatched.
- Outside return period: the unwanted/unsuitable return period recorded against the order has expired. Statutory rights relating to genuinely faulty, incorrectly supplied or non-conforming goods remain separate.
2The Two Return Routes We Offer
There are two practical return routes for getting a rug back to us:
- 1. Customer-arranged return: for unwanted or unsuitable items and exchanges. The customer arranges, books, manages and pays for the return courier.
- 2. Manufacturer-approved return or collection: where a manufacturing-defect claim has been submitted through our Returns Portal, assessed with the supporting evidence and the manufacturer approves the appropriate return/collection route. Rug Love will then provide the approved next steps.
An exchange is still a customer-arranged return of the original rug. An exchange does not include a free return.
Courier damage and incorrectly supplied items are separate claims and are handled through the appropriate evidence and claims process. They are not additional customer return methods. If a return or collection is required after the claim has been reviewed, we will provide the appropriate next steps.
↩ Returns – Customer Arranged
Unwanted or unsuitable returns are customer-arranged and customer-paid. If a rug is unwanted or unsuitable, the customer is responsible for arranging, booking, paying for, packaging, labelling and managing the return until it has been safely delivered back to Rug Love.
This includes change of mind, an incorrect size ordered, a rug being unsuitable for the room, or a colour, shade, design or texture preference where the correct item has been supplied.
For these returns, the customer is responsible for selecting a suitable courier or booking platform, entering the correct packaged dimensions and weight, paying the courier, producing and attaching any required labels, securely packaging the rug, arranging collection or drop-off, being available where a collection is booked, retaining proof of collection/postage and tracking the return.
Rug Love cannot accept responsibility for a customer-arranged return that is lost in transit, delivered to an incorrect address or location, misdirected by the sender/courier, or otherwise does not reach our return premises. For ordinary unwanted or unsuitable returns, a refund cannot normally be completed where the goods have not reached us. Where the Consumer Contracts Regulations apply, nothing in this wording limits any statutory entitlement arising where you can provide legally sufficient evidence that the goods were sent back within the applicable period.
Please check the return address and all courier booking details carefully before sending the parcel. If a customer-arranged return is sent to an incorrect address, it remains the customer's responsibility to recover or redirect the parcel through the courier they booked.
Because you make the booking, you are the sender and courier account holder. If a collection fails, the parcel is delayed, lost or damaged, a surcharge is raised, or a claim is required, this should be managed directly with the courier or booking service you selected.
Rug Love is an online-only retailer. We do not have a physical store or customer return counter, so returns cannot be brought back in person and must be returned by courier. If you are unsure, unable or not confident arranging a courier return yourself if the rug proves unsuitable, please take this into account before placing your order.
14 14-Day Return Window – Strictly Enforced
For an unwanted or unsuitable return, you must notify us of your decision to return the item within 14 days of the date you receive it. Our designated and clearest return process is to submit the return through our self-service Returns Portal, after which you have a further 14 days to send the item back. If you are exercising a statutory cancellation right, nothing in this guide 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 correctly.
It is based on the date the order is delivered to you, not the date it was ordered or dispatched. If the original delivery was delayed in transit, this does not reduce your 14-day return period — the period begins when you actually receive the goods.
Once that return period has expired, we do not grant discretionary extensions or reopen the unwanted/unsuitable return route, regardless of the reason given or whether an exchange is proposed. This policy is applied consistently because extending the period creates uncertainty over use, handling and condition after the normal return window. Please therefore submit your return through the Returns Portal within the required period. This does not affect separate statutory rights relating to faulty, incorrectly supplied or non-conforming goods.
We strongly recommend opening and inspecting your rug as soon as it arrives, even if you do not intend to use it immediately. The 14-day notification period starts when you receive the item; it does not start when you choose to open, inspect or use it. Leaving a rug packaged because it is intended for a future room, move, renovation or occasion does not extend the unwanted/unsuitable return period.
If you discover damage, an incorrect item or another potential issue, please notify us promptly and provide the requested photographs and information so the matter can be investigated while the relevant evidence and packaging are still available.
Once an unwanted or unsuitable return has been correctly submitted within the required period and then sent back within the applicable return period, a delay by the return courier while the parcel is already in transit will not by itself invalidate the return.
£ Estimated Return Costs – Updated 11 October 2026
Courier prices increased across the market during September 2026. The estimated return costs below were last checked and updated on 11 October 2026.
The costs below are based on the courier services and comparable rates Rug Love itself uses and pays when transporting rugs. They are provided so you can see a realistic indication of potential return costs before purchasing.
| Typical Parcel / Rug | Estimate |
|---|---|
| Up to 120cm in length | £6.42 |
| Up to 125cm in length | £12.58 |
| Typical 160 × 230cm rug | £14.14 |
| Typical 200 × 290cm rug | £15.58 |
| Typical 240 × 340cm rug | £45.10 |
| Oversized Parcel / Rug | Estimate |
|---|---|
| 300cm+ long rugs (where accepted) | £53 |
| Super Plush / Heavy Rug | Estimate |
|---|---|
| 120 × 170cm Plush / Montana / Barnaby | £14.14 |
| 160 × 230cm Plush / Montana / Barnaby | £22.78 |
| 200 × 290cm / 200 × 300cm Plush / Montana / Barnaby | Approx. £52 |
A typical 240 × 340cm rug (approximately 245cm factory-packed) is included in the standard return-cost table at £45.10. For rugs with a packaged length of 300cm or more, the indicative return cost is £53, where accepted. Check your fully packaged measurements, weight and postcode before booking.
Courier pricing is heavily influenced by parcel dimensions and volumetric size, not simply the weight or value of the item. Length is particularly important with rugs. A typical 200 × 290cm rug forms a parcel approximately 205cm long when packaged — around 6ft 9in. This places many rugs outside ordinary small-parcel services, which is why returning a large rug can cost considerably more than returning clothing or another small parcel.
Submit your return through our Returns Portal to receive courier and booking guidance. You are free to use any suitable courier or booking website you prefer.
You are not required to use any courier or booking company suggested in your return instructions email.
Rug Love cannot be held responsible for a higher return cost where a customer chooses a different or more expensive courier, booking website or service from those provided in your return instructions. Any alternative service must also accept the actual packaged dimensions and weight of your rug.
The estimated return costs published by Rug Love are based on prices available when checked and are representative for most of the year. Courier prices can change, and many carriers introduce seasonal peak increases or surcharges during particularly busy periods such as Black Friday and Christmas, so prices may temporarily be higher than the guidance shown.
Our estimates cover the majority of UK returns and locations. Large returns from some Scottish Highlands and other remote locations may cost more because of courier location surcharges or reduced availability of suitable oversized services.
- Return costs are determined primarily by the finished parcel dimensions and weight, not the purchase price of the rug.
- Couriers commonly use volumetric pricing, meaning the amount of space a parcel occupies within their network can be as important as its physical weight.
- A £70 rug and a £700 rug with the same packaged dimensions and weight can therefore cost a similar amount to return.
- Length is particularly important. A 200 × 290cm rug will typically form a parcel approximately 205cm long once rolled and packaged — around 6ft 9in.
- Return costs are per rug, not per order.
- Large budget-priced, sale, Outlet or heavily discounted rugs can therefore have a return cost that appears high relative to the purchase price.
- Remote and Highlands postcodes, unusual dimensions, exceptional weights and seasonal courier charges may result in a higher price.
In our experience, a substantially higher quote is usually caused by incorrect parcel dimensions or weight being entered, or differences between available courier services and booking rates. Before paying, check that you have entered the finished packaged dimensions and weight correctly and review the courier guidance sent after submitting your return.
Please do not guess or pay for a booking first. Submit a Support Request before booking and we will be happy to help you check the appropriate service and likely parcel details for your rug.
Customer-paid returns are common across specialist online rug retailers.
| Online Rug Retailer | Return Cost |
|---|---|
| Rug Love | Customer pays |
| The Rug Seller | Customer pays |
| Rugs Direct | Customer pays |
| Land of Rugs | Customer pays |
| The Rug Shop UK | Customer pays |
| Woven | Customer pays |
| Love-Rugs | Customer pays |
Unwanted or unsuitable returns only. Excludes manufacturing defects, courier damage and incorrectly supplied items. Comparison checked September 2026; retailer policies may change.
£ Return Cost Transparency – Information Provided Before Purchase
Rug Love is committed to being upfront and transparent about return costs before you purchase, not only after a return has been requested. Large rugs can be expensive to return, so we believe customers should have realistic cost guidance available when deciding what size and product to order.
We deliberately make this information available throughout every relevant part of the Rug Love customer journey, rather than hiding return costs until after an order has been placed. Return guidance is provided across product pages, order communications, our self-service Returns Portal, Returns & Exchanges information, Help/support content, our chatbot and this dedicated Return Costs & Returns Guide.
We are familiar with the published return policies of the main specialist online rug retailers we compete with. While many state that the customer pays for an unwanted return, many provide little or no practical guidance about what returning a large rug may actually cost. Rug Love deliberately goes further by publishing realistic cost examples, estimated packaged dimensions and weights, packaging guidance and surcharge warnings before you need to make a return.
The return-cost examples we provide are based on the same courier services and rates Rug Love pays when booking and transporting the same size rugs ourselves. This gives customers a realistic indication of what returning a rug may cost before purchasing.
Courier and booking guidance is provided after a return is submitted through our Returns Portal to help customers find a competitive return price. They are recommendations only and you may use any suitable courier or booking service you prefer. Rug Love cannot, however, be responsible for a higher price charged where a different or more expensive service is chosen.
Rug Love is one of the more competitively priced specialist rug retailers online, but the courier cost of returning a large parcel is driven by the parcel itself rather than the selling price of the rug. Where customers are responsible for arranging their own return, you should expect broadly similar underlying courier costs for transporting the same size rug back to another online rug retailer. Our published examples are based on the same courier services and rates Rug Love pays when booking and transporting comparable rugs ourselves.
Rugs are very different from clothing and ordinary small parcels. Couriers commonly price parcels according to their dimensions, weight and volumetric size. A typical 200 × 290cm rug creates a parcel approximately 205cm / 6ft 9in long once rolled and packaged. This is why a rug return can cost substantially more than returning clothing, despite the rug itself perhaps not being particularly heavy.
Before purchasing, particularly in larger sizes, we recommend checking the likely return cost and carefully measuring the intended space. Using masking tape or newspaper to mark out the rug dimensions can help you visualise the size before ordering and prevent an avoidable return and return cost.
✉Your Return Instructions Email
After a return is submitted through the portal, return instructions are sent by email. Please read that email fully before arranging your return.
It contains the relevant return guidance, including the return address, recommended courier/booking services, packaging and parcel-dimension information and step-by-step help with arranging a customer return where applicable. The return address is provided only after your return has been submitted and approved through the Returns Portal. If you cannot see the email, check your spam/junk folder.
The return email is time-stamped and forms part of the record of the return instructions provided. If you remain unsure after reading it, select Raise a Support Request in our chatbot before paying for a courier booking.
↔ Exchanges for a Different Size or Rug
Exchanges are submitted through the same self-service Returns Portal. Select Exchange and tell us which size or alternative rug you would like.
Choosing to exchange a rug rather than request a refund does not change responsibility for the return journey. Change-of-mind exchanges remain customer-arranged and customer-paid in exactly the same way as an unwanted or unsuitable return. This does not describe remedies for faulty or incorrectly supplied goods.
- The replacement is normally sent after the original item has been received back.
- Any price difference will be refunded or collected as appropriate.
- You remain responsible for arranging, booking and paying for the return courier for the original rug.
- The original rug remains your responsibility until it has been safely received by Rug Love.
- A delivery courier cannot collect the original rug simply because they are delivering the replacement; the return courier must be booked separately.
C Colour, Design & Product Appearance
We go beyond basic manufacturer colour classifications by providing considerably more detailed product information before purchase. Our aim is to give you as much useful information as possible about a rug's colours, shades, appearance and natural characteristics before you order.
- The principal product images and basic colour classifications are supplied by the manufacturer and are the same core manufacturer-supplied imagery made available to UK retailers selling that rug. Rug Love goes further than relying on those images alone by adding additional specifications and product information, our own real-life photographs where available, and detailed colour guidance that is often not provided elsewhere.
- Manufacturer colour classifications are often broad — for example, a rug may simply be classified as beige, grey, blue or cream. For most rugs, Rug Love adds a much more detailed breakdown of the individual colours, shades, tones and accents present within the design.
- Where available, we also add additional real-life photographs taken by Rug Love, alongside our Rug Visualiser and more detailed product information.
- Screen settings, brightness, room lighting, flooring, walls, furnishings and surrounding colours can all affect how a rug appears.
- Pile direction can change how light reflects from the surface, making the same rug appear lighter, darker or slightly different in tone when viewed from different directions.
- Production and dye batches can vary slightly in shade or tone. Natural fibres and dyed yarns can take colour differently between batches, so two rugs of the same design and colourway are not always guaranteed to be an exact shade match.
- Colour terms such as beige, cream, taupe, greige, teal, duck egg, grey and blue can be interpreted differently by different people.
- Handmade and handwoven products can naturally show variations in colour, pattern, yarn, weave, stitching, texture and dimensions. Abrash or tonal variation can also be a natural characteristic of the manufacturing method rather than a defect.
- Wool rugs naturally shed fibres, particularly when new, and some shedding may continue throughout the life of the rug. We highlight this characteristic within relevant product information before purchase. Normal wool shedding does not, by itself, indicate a manufacturing defect or reduced durability.
Digital images cannot guarantee an exact physical colour match in every room or on every device. If you require a rug to precisely match existing furniture, flooring, paintwork or furnishings, we recommend purchasing from a physical retailer where the actual rug can be viewed in person under real-life lighting before purchase.
This is an inherent limitation of buying colour-sensitive products online, not something unique to Rug Love. The same physical rug can look different between screens and rooms because of device calibration, brightness, lighting, surrounding colours and pile direction. This is one reason we go beyond the manufacturer's core imagery by providing our own additional information and, for most rugs, a detailed colour/shade breakdown.
C Colour Dissatisfaction & Returns
Personal dissatisfaction with a rug's colour, shade, tone, design, texture or how it appears within your room does not, by itself, establish that the product has a manufacturing defect.
Where the correct rug, colour variant and design have been supplied but the colour, shade, tone, design, texture or appearance is unsuitable for your room or personal preference, the item should be submitted as an unwanted or unsuitable return.
The customer is responsible for arranging and paying for the return courier in accordance with our customer-arranged return process.
If you believe the item supplied is genuinely different from the product ordered, materially differs from its description, or has a manufacturing issue, submit the appropriate claim through the self-service Returns Portal with photographs and an explanation of the specific difference so it can be reviewed.
This does not affect your statutory rights.
! Exceptions – Manufacturing Defects, Courier Damage & Incorrect Items
Manufacturing Defects, Faulty Items & Claims
We want any genuine product issue to be resolved fairly and as quickly as possible. Return information and access to our Returns Portal can be found in your order confirmation and subsequent emails, on every product page, our Returns Portal page, the Returns section of our chatbot, and in the website footer.
This guide explains how to report a suspected manufacturing defect, how claims are assessed, the difference between a manufacturing issue and normal rug characteristics, and how concerns that an item is not as described are handled.
Minor Imperfections, Manufacturing Tolerances & Aesthetic Variations
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.
If every individual yarn, tuft, stitch and finishing detail were examined closely enough, it would be possible to identify small variations or imperfections in almost any rug. An occasional slightly longer yarn, uneven tuft, loose fibre or minor finishing irregularity does not automatically indicate that a rug is faulty or incorrectly manufactured.
Minor imperfections that are within the acceptable industry standards for the product are not ordinarily considered manufacturing defects. What is acceptable depends on the particular rug, its materials, construction, description, price and the quality a reasonable customer would expect.
Rug Love aims to go beyond basic manufacturer information by highlighting known material, construction, appearance and care characteristics directly in relevant product descriptions before customers order. Where applicable, this includes guidance on wool shedding, pile direction and shading, viscose sensitivity, natural variations, fringe characteristics and other product-specific considerations.
We encourage customers to read the full product description, specifications, care information and any product-specific notices before purchasing. This information helps set realistic expectations, but it does not excuse an undisclosed or genuine fault or override statutory consumer rights.
Rugs are textile products, and minor variations in individual fibres, yarns, tufts, stitching and finishing details will occur as part of the manufacturing process. Even a brand-new, correctly manufactured rug will have some degree of variation when examined closely enough. An occasional uneven tuft, slightly longer yarn, loose fibre or small finishing inconsistency does not, by itself, mean the rug is faulty.
Hand-woven and other handmade rugs will have natural variations and small imperfections in their weave, dimensions, pattern placement, texture or finish. These are characteristics of handmade production, although a significant or abnormal issue can still be a genuine defect.
An isolated minor cosmetic imperfection does not automatically justify a refund, replacement or discount allowance. Customers are welcome to report suspected faults, and we will refer appropriate claims to the relevant manufacturer for assessment. However, minor finishing irregularities within the reasonable manufacturing tolerances and quality expected of the particular rug will not ordinarily qualify for a defect remedy. The visibility, extent and effect on appearance, construction and use will be considered individually.
The quality reasonably expected of a rug depends on its price, materials, construction, manufacturing method, description and intended use. A lower-priced, entry-level rug should not necessarily be expected to have the same materials, finishing precision or construction quality as a significantly more expensive premium rug. Handmade construction also naturally produces variations that may not occur in the same way in machine-manufactured products.
Every rug must still meet the applicable standard of satisfactory quality. Price does not excuse a genuine fault, but it is relevant when considering whether a particular characteristic falls below the quality reasonably expected of that product.
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.
| Customer Complaint or Observation | How It Is Generally Assessed |
|---|---|
| One slightly longer yarn or tuft | Usually a normal finishing variation, not automatically a defect. |
| Occasional loose or protruding yarn ends | May be a normal manufacturing characteristic, provided there is no structural damage or ongoing unravelment. |
| Minor irregularity in a handmade weave | Generally a normal characteristic of handmade construction. |
| Slightly uneven stitching or binding | May fall within normal manufacturing tolerances, depending on its extent and effect on the rug. |
| Small shade differences within a natural-fibre rug | Often a normal characteristic, depending on the material and product description. |
| Different shades when viewed from opposite directions | Commonly caused by pile direction and light reflection rather than a manufacturing fault. |
| Slight differences in pattern alignment or dimensions | May fall within normal manufacturing tolerances, particularly for handmade rugs. |
| Wool fibres shedding when new | Generally a normal characteristic of wool rugs, although excessive or abnormal shedding may require assessment. |
| Minor variations in fringe length or alignment | May be a normal finishing variation, depending on the construction and extent of the irregularity. |
| Multiple missing tufts along a prominent fringe | Requires assessment; could indicate a genuine finishing defect. |
| Significant unravelled edging or binding | Potential manufacturing fault requiring investigation. |
| Holes, substantial missing pile or damaged sections | Potential manufacturing defect or damage requiring investigation. |
| Corners curling or creases immediately after unpacking | Often temporary following rolled storage and transport. Allow up to seven days for the rug to settle. |
| Customer cuts, trims or alters the rug and causes damage | Damage resulting from customer alterations is generally not a manufacturing defect. |
| Damage caused by incorrect cleaning or care | Generally not a manufacturing defect where the damage results from improper treatment. |
| Binding or edging becomes worn, frayed or damaged after vacuuming | Vacuum beater bars, rotating brushes, suction, repeated contact or catching an edge can damage binding. The cause and condition must be assessed; not all binding damage is automatically vacuum-related. |
| How many years should a rug last? | There is no universal lifespan. Durability depends on construction, fibre, traffic, placement, maintenance, cleaning, pets and other conditions. Premature failure may still require assessment. |
| Shaggy or high-pile rug becomes flatter or matted over time | Pile compression, flattening, tangling and matting can develop with normal use, especially in walkways and under furniture. The degree and timing matter when assessing whether wear is reasonable. |
| Fringes become uneven, tangled or worn during use | Fringes are exposed finishing details and may move, tangle or wear through use, vacuuming and foot traffic. Substantial premature loss or unravelment should be assessed. |
| Rug colour fades or changes in direct sunlight | UV exposure and prolonged sunlight can cause fading or colour changes. Position, exposure and fibre type matter; unexpected or unusually rapid deterioration should be reviewed. |
| Viscose rug shows shading, flattened pile, marks or changes after cleaning | Viscose is a delicate fibre, often sensitive to moisture, friction and aggressive cleaning. Directional shading and pile movement may be characteristic; other changes require assessment in context. |
| New rug has an odour when first unpacked | A temporary smell can arise from fibres, backing, manufacturing and sealed packaging. Air naturally in a ventilated room; unusually strong or persistent odours should be reported for assessment. |
| Furniture leaves dents or flattened patches | Pressure from furniture and regular foot traffic can compress pile. Some indentation may be temporary; severity and construction are relevant. |
| A tuft rises above the surrounding pile (pile sprouting) | An occasional sprouting yarn can be a finishing characteristic, but repeated sprouting, pulling or loss of structural integrity may indicate a problem. Do not pull out the yarn. |
| Pet claws, scratching, chewing or accidents affect the rug | Damage caused by pets is not ordinarily an original manufacturing defect; any separate underlying fault will still be assessed. |
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.
Customers who believe their rug has a genuine manufacturing defect should submit a claim through our Returns Portal, providing clear photographs and a description of the issue.
Where appropriate, Rug Love will refer the information to the relevant manufacturer for a product-specific assessment. The manufacturer may confirm whether the reported characteristic is consistent with the product's construction, finishing methods and normal manufacturing tolerances.
Submitting a claim does not automatically establish that a manufacturing defect exists. Each claim is considered on its individual merits, and additional information or inspection may be required.
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.
These examples explain normal textile characteristics and how potential defects are assessed. They do not exclude or restrict your statutory rights under the Consumer Rights Act 2015.
A genuine manufacturing fault or product that does not meet the legally required standard of satisfactory quality will be considered in accordance with applicable consumer law. Rug Love remains responsible for its obligations as the retailer, regardless of any manufacturer's assessment.
All Returns & Claims Start Through Our Returns Portal
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.
The 14-day unwanted or unsuitable return period is not a deadline for reporting a genuine manufacturing fault. If you are unable to submit a manufacturing defect claim through the Returns Portal because of the time that has elapsed since delivery, please email us or submit a Support Request through our chatbot.
Please provide your Rug Love order number, a clear description of the problem and clear photographs showing the issue. We require suitable photographs to submit a manufacturing defect claim to the relevant manufacturer for assessment. If the issue cannot be shown adequately in photographs, please explain this when contacting us so we can advise on the appropriate next step.
All appropriate manufacturing defect claims are referred to the relevant manufacturer for assessment. Photographs provide the manufacturer with the evidence needed to identify the product, understand the reported issue and assess whether it may relate to manufacture. We cannot submit a manufacturer defect claim for assessment without suitable supporting images.
How a Manufacturing Defect Claim Works
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 chatbot with your order number, description of the issue and clear photographs.
- When submitting your claim, please specify your preferred outcome: a replacement, refund or discount allowance (price reduction). We will consider your preference, but the appropriate resolution will depend on the circumstances of the claim and your applicable statutory 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 or information may sometimes be required. If the manufacturer cannot determine the nature or cause of the reported issue from the photographs and evidence provided, they may request that the rug is collected for physical inspection before an outcome can be confirmed. A collection for inspection does not itself mean the claim has been accepted or rejected.
- If a collection is needed for inspection, or a return is required following the assessment, Rug Love will explain the next steps and arrange the appropriate collection where applicable.
3. Manufacturer-Arranged Collections & Inspection
Collection may be necessary before a decision can be made. If photographs are insufficient for the manufacturer to assess a suspected fault, the manufacturer may ask for the rug to be collected for inspection. Where a collection is required, Rug Love will provide the arrangements and instructions.
- Monday to Friday only: Manufacturer-arranged courier collections take place on working days. Weekend collections are not available.
- All-day appointment: Please arrange for someone to be present to hand the rug to the courier. Although a courier may provide an estimated time slot, we cannot guarantee that a time slot will be available or that the driver will arrive within it.
- Failed or delayed collections: Collections can occasionally fail or be delayed due to courier issues outside Rug Love's control. In these circumstances, the courier will normally reattempt collection automatically on the following working day. We can help investigate if a reattempt does not take place.
- Online-only retailer: Rug Love does not have a showroom or customer drop-off point. Where a physical return or inspection is required, this must be handled through a courier collection rather than an in-person return.
We appreciate that waiting at home for a collection can be inconvenient. Genuine defects are uncommon, but they can occur with textile products. Please bear in mind when ordering that, unlike a bricks-and-mortar shop where an item may be returned in person, resolving an issue requiring physical inspection or return through Rug Love may involve an attended weekday courier collection. We will work with you to arrange a practical resolution in line with your statutory rights.
4. 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.
Courier Damage – What to Photograph & Report
Our first recommendation is to refuse delivery if the rug or its packaging is visibly damaged when the courier arrives. Please ask the driver to mark the consignment Return to Sender and, if practical, take photographs before it leaves.
Rug Love supplies brand-new, factory-packed rugs. Packaging that arrives torn, ripped, punctured, wet, open, heavily soiled or crushed is a strong indication of possible damage during courier handling or transit. Damage to the packaging does not necessarily mean the rug itself is damaged, but it should be treated seriously and reported promptly.
You can still report suspected courier damage. Acceptance or a signature does not, by itself, remove your statutory rights. Please inspect the rug promptly, including its backing and edges, and submit the Courier Damage reason through our Returns Portal.
Helpful photographs include:
- The complete rug and clear close-ups of any damage, including the backing where relevant.
- The outer packaging, showing any rips, holes, punctures, tears, crushed ends, moisture or soiling.
- The courier label and the rug's product label or barcode, where available.
Please keep the original packaging where possible until the claim has been reviewed. Prompt reporting and photographs help us investigate what happened with the courier and arrange the appropriate resolution. Courier damage is separate from a manufacturing defect, and your statutory rights remain unaffected.
Inspecting & Reporting an Issue
We strongly ask that you inspect your rug carefully as soon as it arrives, including the surface, pile, edges, fringes, stitching and underside/backing, and report any apparent damage, irregularity or suspected fault to us straight away.
Please inspect the rug on arrival even if you do not intend to use it immediately because you are renovating, moving house, decorating or storing it for later. Delaying inspection can make it more difficult to establish when or how an issue arose.
If you notice something that may be a manufacturing defect but believe it might settle or improve with time, please still report the concern when you first notice it, even if you would prefer to monitor it before requesting a resolution. This allows us to record the concern and, where appropriate, notify the manufacturer early, making any subsequent investigation easier.
Please notify us as soon as you notice a suspected issue, even if you intend to monitor it. The longer a rug remains in use before a concern is reported, the harder it can become to determine whether the condition was present when supplied or developed afterwards through foot traffic, furniture, vacuuming, cleaning, pets, accidental damage or environmental conditions.
Early notification allows us to record the date, photographs and circumstances and, where appropriate, notify the manufacturer. This can make a later claim easier to investigate if the condition changes or worsens.
The first six months after delivery are particularly relevant to the evidence used when assessing a suspected inherent fault. For qualifying faults appearing within this period, consumer law generally presumes the fault was present at delivery unless established otherwise, subject to statutory exceptions. After six months, customers may need to provide evidence that an issue resulted from an underlying fault present at delivery rather than subsequent use or damage.
Six months is not a deadline for reporting a genuine manufacturing fault. Please report concerns promptly whenever they arise; statutory consumer rights remain unaffected.
Return Costs & Different Claim Types
There are two different return routes:
For unwanted or unsuitable items, including change of mind, incorrect size ordered, unsuitable colour or design, or a rug that is otherwise not suitable for your requirements.
Where a manufacturing defect claim is accepted and a return is required.
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.
Refund Processing
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.
Unable to Use the Returns Portal or Need Help?
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 chatbot.
- Your name and Rug Love order number.
- A clear description of the problem.
- Clear photographs showing the reported issue.
- For a size concern, measurements and photographs showing the measurements where possible.
- For a colour, pattern or design concern, photographs showing the overall rug and the specific area or difference being reported.
- Any other information that may help explain when and how the issue developed.
We require suitable supporting images to submit a manufacturing defect claim to the relevant manufacturer for assessment.
- 💬 Select “Submit Support Request” through our 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.
Normal Rug Characteristics vs Manufacturing Defects
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.
New Rug Not Lying Flat? Creases, Curling & Settling
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, Sprouting & Loose Fibres
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 Flattening, Compression & Matting – Care Advice
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.
Rug Size, Shape & Handmade Variation
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.
Pile Flattening, Matting & Sprouting
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.
Rug Binding & Edge Concerns
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.
Colour, Design & Dye-Batch Variation
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.
Two rugs of the same design and colour are not guaranteed to be visually identical if they originate from different production or dye batches. Small shade or tonal differences can occur between batches even where the same design, colour name and product specification are used.
This can be particularly noticeable with natural fibres and handmade or hand-woven rugs and does not automatically indicate a manufacturing defect or that the incorrect product has been supplied.
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.
Damage, Wear & Care After Delivery
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.
Not As Described / Non-Conformity Claims
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.
14-Day Unwanted or Unsuitable Returns Are Different
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.
Consumer Rights Act 2015
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.
Manufacturer Guarantees vs Your Consumer Rights
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.
Manufacturer Assessment & Your Statutory Rights
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.
When a Fault Appears & Evidence Over Time
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.
What Happens If Goods Do Not Conform?
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.
Full Manufacturing Defects & Consumer Rights Guide
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 guide.
Manufacturing defects, courier damage and incorrectly supplied items are handled separately from unwanted or unsuitable returns. These are evidence-based claims and should be submitted through our self-service Returns Portal.
- Manufacturing defect: Upload clear photographs showing the claimed defect together with the requested information. All manufacturing-defect claims are submitted by Rug Love to the relevant manufacturer for assessment together with the information and supporting evidence provided. Clear photographs are normally required so the claimed issue can be assessed; if you are genuinely unable to provide photographs, submit a Support Request so we can consider what other evidence may reasonably be available.
- Courier damage: Upload clear photographs showing the damage to the rug and any relevant packaging damage. Rug Love submits the evidence to the courier as part of the claim process. We cannot submit a courier-damage claim without the required photographic evidence.
- Incorrect item: If a different rug, size or variant from the one ordered has been supplied, provide clear photographs of the item received and its product label so we can verify what has been supplied.
Please do not independently book a customer-paid return courier while a manufacturing defect or courier-damage claim is being reviewed.
We aim to provide more detailed product information before purchase so that normal characteristics of a rug are not unexpected when it arrives. Where a characteristic is known to be inherent to a particular material or method of manufacture, we explain this within our product information wherever relevant.
- Wool shedding: Wool rugs naturally shed fibres, particularly when new, and some shedding may continue throughout the life of the rug. We state this within the relevant product information before purchase. Shedding alone does not necessarily indicate a manufacturing defect, and a defect claim based solely on normal wool shedding may therefore not be accepted by the manufacturer.
- Handmade and handwoven rugs: Natural variations and characteristics can include differences in yarn, weave, texture, stitching, dimensions, pattern and tone. Abrash — visible tonal or colour variation within the rug — can also be an intentional or natural characteristic of handmade and handwoven construction. We provide information about these characteristics before purchase where relevant. Normal handmade variation or abrash does not, by itself, necessarily indicate a manufacturing defect.
- Colour and shade information: Manufacturer colour classifications can be broad, for example simply describing a rug as beige, grey or blue. For most rugs, Rug Love goes considerably further by providing a detailed breakdown of the individual colours, shades, tones and accents we identify within the design, helping customers make a more informed choice before ordering.
- Additional imagery: Where available, we also add our own real-life photographs alongside the manufacturer's imagery to provide additional visual information before purchase.
- 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.
- 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.
Providing information about natural product characteristics does not prevent you from raising a genuine manufacturing defect claim. If you believe your rug has a manufacturing defect, submit clear photographs and details through our self-service Returns Portal. We will submit every manufacturing-defect claim and the supporting evidence to the relevant manufacturer for assessment. The fact that a claim is submitted does not mean that it will necessarily be accepted as a manufacturing defect, particularly where the issue is consistent with a natural characteristic that was explained within the product information before purchase.
Manufacturer or courier involvement may form part of the evidence and claims process, but Rug Love remains responsible for addressing your statutory rights as the retailer.
This does not affect your statutory rights.
> Courier & Booking Guidance After Return Submission
After submitting your return through the Returns Portal, please refer to your return instructions email for recommended courier and booking guidance for your rug size. You are free to use any suitable courier or booking website you prefer.
Smaller parcels may have drop-off options. Larger rugs generally require a collection and may require a printed label.
No printer? If your chosen courier requires a printed label, email the label PDF to us and we can print and post it to you.
> Oversized Rugs – 240 × 340cm & Parcels Over 300cm
A typical 240 × 340cm rug (approximately 245 × 25 × 25cm / 25kg factory-packed) now falls within our standard pricing examples: £45.10, subject to acceptance of the finished parcel.
For 300cm+ long rugs, the indicative price is £53, where accepted. Courier availability is more limited for exceptionally long parcels.
↔ How to Measure Your Rug for a Return
Courier prices are calculated using the actual packaged dimensions and weight, rather than simply the advertised rug size.
Length can have a particularly large effect on price. Couriers commonly use volumetric pricing, so a long rolled rug occupies considerably more space within a courier network than an ordinary clothing parcel or small box.
- Rugs are normally rolled tightly along their shorter side, unless the rug was originally supplied folded.
- Fully roll and package the rug before taking your final measurements.
- Measure length, width and height at the widest points.
- Enter the actual packaged weight where available.
- Very thick, plush or shaggy rugs may be substantially bulkier and heavier than a typical rug of the same advertised size.
kg Rug Package Size & Weight Estimates
The examples below can help when obtaining an initial courier quote. They are estimates only; your own fully packaged dimensions take priority.
| Rug Size | Packaged Length | Width | Height | Estimated Weight |
|---|---|---|---|---|
| 60 × 230cm Runner | 70cm | 20cm | 20cm | 7kg |
| 80 × 150cm | 90cm | 20cm | 20cm | 7kg |
| 120 × 170cm | 120–125cm | 20cm | 20cm | 9kg |
| 160 × 230cm | 170cm | 23cm | 23cm | 15kg |
| 200 × 290cm | 205cm | 23cm | 23cm | 20kg |
| 240 × 340cm | 245cm | 25cm | 25cm | 25kg |
! Super Plush & Heavy Shaggy Rug Exceptions
The vast majority of rugs fit within the examples above. Some super-plush shaggy rugs are considerably heavier and bulkier. The factory-sealed dimensions below are a guide only.
| Rug Size | Packaged Length | Width | Height | Weight |
|---|---|---|---|---|
| 70 × 140cm | 80cm | 22cm | 22cm | 8kg |
| 120 × 170cm | 130cm | 26cm | 26cm | 15kg |
| 140 × 200cm | 150cm | 28cm | 28cm | 21kg |
| 160 × 230cm | 170cm | 32cm | 32cm | 27kg |
| 200 × 300cm | 210cm | 41cm | 41cm | 44kg |
| Rug Size | Packaged Length | Width | Height | Weight |
|---|---|---|---|---|
| 120 × 170cm | 130cm | 26cm | 26cm | 15kg |
| 160 × 230cm | 170cm | 32cm | 32cm | 27kg |
| 200 × 290cm | 210cm | 41cm | 41cm | 40kg |
200 × 290/300cm Plush, Barnaby and Montana rugs typically package to approximately 210 × 41 × 41cm and weigh around 40kg or more. Current return-cost guidance for these exceptional rugs is approximately £53, where available. Rates, acceptance and availability vary according to actual packaged dimensions, weight and collection postcode; these figures are guidance only.
?Why Rug Love Does Not Book Customer Return Couriers
For unwanted or unsuitable returns, the customer must book the return courier because the customer controls the final parcel. Rug Love is not present when a returned rug is rolled, wrapped and packaged and therefore cannot know its exact finished dimensions or weight.
Large-parcel courier prices are highly sensitive to dimensions, particularly length. If Rug Love guessed the measurements, relied on a typical size or booked a service using estimated dimensions and the customer's finished parcel was larger, Rug Love as the booking account holder could be charged a courier surcharge. We cannot accept that risk for a parcel whose final packaging and measurements are outside our control.
When Rug Love previously became involved in arranging customer returns, we repeatedly encountered rugs that had not been rolled, wrapped or measured correctly because the customer was no longer controlling the courier booking. This resulted in parcels expanding in transit, incorrect dimensions being declared and courier surcharges being charged to Rug Love as the booking account holder. For this reason, Rug Love no longer books, purchases or takes over courier bookings for unwanted or unsuitable customer returns. The person arranging and packaging the parcel must make the booking using the actual finished dimensions and weight.
You need the finished parcel's length × width × height, its weight in kilograms, your collection address and our return address. Enter those details into a suitable courier or comparison website and select a service that accepts the parcel.
This is why our package-size tables are useful for obtaining an initial indication, but your own finished parcel measurements always take priority. The person packaging the rug is in the best position to provide the accurate dimensions required by the courier.
QRWhy We Cannot Provide QR-Code Returns for Most Rugs
QR-code, label-free and parcel-shop return services are mainly designed for ordinary small parcels such as clothing. Many commonly available services have maximum parcel lengths around 120cm or other size restrictions that make them unsuitable for larger rolled rugs.
Some rugs sold by Rug Love create packaged parcels around 200cm, 245cm, 300cm or more in length, with our very largest rugs potentially approaching 500cm depending on the product and how it is supplied. These parcels fall into a completely different large-parcel, oversized or freight category within courier networks.
Rug Love is an online-only retailer. To return an unwanted or unsuitable physical item from your address to ours, it must be transported back by a suitable courier. This is the same practical process involved when returning a large item to an online-only retailer.
If being able to return a large rug in person is important to you, you may wish to consider purchasing from a multi-store retailer with a physical branch that accepts in-store returns. Rug Love does not operate customer-facing stores or an in-person returns counter.
□ Packaging Your Return
A rug must be securely packaged so it remains protected throughout the return journey and does not expand in transit.
- Roll the rug tightly along its shortest side unless it was originally supplied folded.
- Use strong protective plastic or equivalent durable outer packaging and fully cover the rug.
- Secure the packaging firmly at both ends and along any joins.
- Do not place courier tape directly onto the rug, fibres or the rug's own product label.
- Do not use paper, cling film, weak wrapping or household bin bags as the sole packaging for a customer-arranged return.
- Unwanted or unsuitable returns should be clean, dry and in a resaleable condition, without dirt, staining, soiling, pet hair, household/food odours or other contamination.
- Photograph the rug and the fully wrapped parcel before handing it to the courier.
- Retain proof of collection/drop-off and all tracking information until your refund has been completed.
The rug remains your responsibility until it is safely received by Rug Love. If it arrives damaged because of inadequate packaging or is damaged while in the care of the return courier, any claim should be made by you directly with the courier or booking service you purchased the return service from.
+Returning a Rug & Anti-Slip Mat Together
If you are returning a rug and an anti-slip mat from the same order, we recommend rolling the anti-slip mat inside the rug as one securely packaged parcel where practical. They can also be returned separately if necessary.
This can increase the finished width/diameter of the parcel and may change the courier quote or result in a surcharge. The courier booking must always use the dimensions and weight of the final finished package.
! Courier Surcharges, Delays, Loss & Claims
The main reasons customers receive courier surcharges are because the parcel dimensions or weight entered when booking were incorrect, or because a courier service was selected that was not suitable for the actual size or weight of the packaged rug.
This is why Rug Love provides estimated packaged dimensions and weights for common rug sizes, and realistic return-cost guidance. Specific courier and booking guidance is supplied after a return is submitted through our Returns Portal.
- Fully package the rug before taking your final measurements.
- Measure the finished parcel's length, width and height at the widest points.
- Enter the correct packaged weight in kilograms.
- Check that the courier service selected accepts the actual finished parcel dimensions and weight.
- Wherever possible, compare your quote with the guidance provided in your return instructions email.
- Double-check the return address and all parcel information before confirming and paying for the booking.
You are free to use any suitable courier, booking website or comparison service you prefer. Any courier and booking guidance is provided in your return instructions email after submitting your return.
If you choose a different courier, booking website or service from the guidance provided after return submission, any difference in price is your responsibility. Rug Love will not reimburse or contribute towards a higher return cost simply because a different or more expensive service was selected.
In our experience, this is almost always because incorrect parcel dimensions or weight have been entered, or a different courier, service or booking website is being used from the guidance provided after return submission. Please check all of the booking information carefully before paying.
Return-cost estimates are correct based on the services and rates available when checked and are representative for most of the year. However, courier prices are outside Rug Love's control and can change. Many couriers also impose seasonal peak increases or surcharges around busy periods such as Black Friday and Christmas.
Our published estimates cover the majority of items and UK locations. Large returns from certain Scottish Highlands or other remote locations may cost more because some couriers apply remote-area charges or offer fewer suitable services for oversized parcels.
Please do not guess or pay for the booking first. Submit a Support Request before booking and we will be happy to help you check the appropriate courier service and likely parcel details for your rug.
Rug Love is not liable for and will not pay, reimburse or contribute towards surcharges applied to a customer-arranged return. Any surcharge, additional charge or dispute relating to the return booking must be dealt with directly between the customer and the courier or booking service they selected.
Because the customer purchases the return service, any failed collection, rebooking, delay, loss, misdelivery, transit damage, surcharge or courier claim relating to that booking remains between the customer and the selected courier or booking platform.
Handing the parcel to a courier does not mean Rug Love has received the return. For ordinary unwanted or unsuitable returns, we cannot normally complete a refund where the goods do not reach our return premises. Where the Consumer Contracts Regulations apply, this does not limit any statutory entitlement arising where legally sufficient evidence of sending the goods back is provided. If this occurs, you should pursue the matter directly with the courier or booking service you selected.
! If Your Return Collection Fails
If a customer-arranged collection does not take place, contact the courier or booking platform you purchased the service from directly to investigate and rearrange it. You are the sender and booking account holder, so the provider may need to speak with you personally.
We do not contact the courier on your behalf, chase missed or delayed collections, rearrange bookings, investigate tracking issues or handle loss, damage, surcharge or compensation claims for customer-booked return services. These matters must be resolved directly between you and your chosen courier or booking platform.
Couriers are independent third parties and Rug Love does not operate its own return collection fleet, so we cannot control collection routes or driver attendance for customer-booked returns.
?Need Additional Help Understanding or Arranging a Return?
We understand that some customers may need additional guidance because of age, disability, accessibility needs, difficulty using online services, or simply because they have never booked a courier return before. Please submit a Support Request and tell us what part of the process you are having difficulty with.
We can explain the process, help identify the likely parcel details, point you towards an appropriate courier/booking service and clarify what information needs to be entered. If another person assists you, they can use this guidance to help make the booking.
Because Rug Love cannot control how the customer packages the rug or verify the final parcel dimensions and weight, Rug Love does not take over, purchase or make the customer's courier booking on their behalf. We can provide clear step-by-step guidance, help identify the information required and make our guidance available in an accessible way where reasonably required. The courier booking itself must still be made by the customer or by a family member, carer, friend or other person assisting them, using the actual finished parcel information.
Our return information explains before purchase that Rug Love is online-only and unwanted or unsuitable returns are customer-arranged. If you may need assistance arranging a courier return, please consider in advance who could help you make the booking if the rug proves unsuitable. We will provide the relevant information and guidance, but we do not take over the courier booking itself.
! Inspect Your Rug Promptly
We strongly recommend opening and inspecting your rug as soon as possible after delivery, even if you do not intend to use or position it immediately.
If you notice damage, an incorrect item or another potential issue, please notify us promptly through our self-service Returns Portal and retain the original packaging where relevant.
If the rug or packaging is visibly damaged when the courier attempts delivery, you may refuse the parcel and ask the driver to mark it as Return to Sender.
If you accept a visibly damaged parcel, record the damage with the courier where possible and take clear photographs of the outer packaging and rug before disposing of any packaging. Then submit a courier-damage claim through our self-service Returns Portal.
Photographs are required for courier-damage claims because Rug Love must provide supporting evidence when raising the matter with the courier.
ONew Rug Odour & Airing
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 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.
UFUnderfloor Heating & Rugs
Rug Love rugs do not have tested or verified tog ratings and we therefore do not apply a blanket underfloor-heating suitability rating across our ranges. Suitability can depend on the rug's fibre, construction, thickness and backing, together with the flooring beneath it and the particular underfloor-heating system.
Asiatic specifically advises that its rugs should not be used with underfloor heating. If your rug is manufactured by Asiatic, do not place or use it over an underfloor-heating system.
For other brands and rugs, always follow the rug manufacturer's guidance together with the underfloor-heating and flooring manufacturer's requirements, including any maximum thermal-resistance, tog or surface-temperature limits. Where suitability has not been specifically confirmed, it should not be assumed.
Rugs and underlays add an insulating layer over the floor and can reduce heat transfer. Thick, dense, shaggy or highly insulating constructions and some backing materials may have a greater effect. If an underlay is used, its thermal resistance also forms part of the overall floor-covering build-up.
Do not rely on a universal tog figure for a Rug Love rug where that rug has not been independently tog-tested. If you are unsure whether a particular rug can be used with your system, check with the underfloor-heating provider, flooring manufacturer or an appropriate flooring specialist before use.
Damage, deterioration, discolouration, backing degradation, curling or other changes caused by heat exposure or by using a rug contrary to applicable manufacturer or heating-system guidance are different from a manufacturing defect and will be assessed accordingly. Heat can also make some existing rug, backing or adhesive odours more noticeable.
iHandmade, Natural-Fibre & Wool Rug Characteristics
Handmade, handwoven and natural-fibre rugs are not manufactured to the same uniformity as a machine-produced synthetic item. Natural variation can include differences in yarn, weave, stitching, texture, dimensions, pattern alignment and tone. Abrash — visible tonal or colour variation — can be an intentional or natural characteristic of handmade construction.
Colour can also vary between production and dye batches. Natural fibres and dyed yarns can take colour slightly differently from one batch to another, so two genuine rugs of the same design and colourway may show a small shade or tonal difference. Where matching two rugs is important, please be aware that a perfect batch-to-batch colour match cannot always be guaranteed.
Rug sizes are nominal rather than guaranteed exact finished measurements. Small dimensional differences can occur during manufacture, rolling, washing, drying and finishing. This is especially relevant to handmade, handwoven, hand-tufted and hand-knotted rugs, where two rugs sold as the same nominal size may not measure exactly the same. Manufacturer size tolerances can vary according to the brand, construction and manufacturing method, so Rug Love does not apply one universal percentage tolerance to every rug. An unusually large difference can still be submitted for assessment.
Wool, sheepskin and many shaggy rugs naturally shed fibres. Shedding is particularly common when new and can continue to some degree throughout the life of the rug. Where shedding or handmade variation is a known characteristic of the rug, we state this upfront within the relevant product description before purchase so you know what to expect. Normal shedding alone does not necessarily establish a manufacturing defect.
These characteristics do not prevent you from raising a genuine manufacturing-defect claim. Appropriate manufacturing-defect claims are referred to the relevant manufacturer for product-specific assessment with the available supporting evidence. Manufacturer involvement is part of the evidence process and does not remove Rug Love's statutory responsibilities as retailer.
↔Creases, Rolling & Getting a Rug to Lay Flat
Rugs are transported rolled or, for some very large products, folded. Temporary curling, rippling, pressure marks or creases can therefore be present when first unpacked. These will often relax as the rug acclimatises and lies flat in the room.
Allow the rug time to settle on a clean, flat surface and follow any product-specific care information supplied. Avoid using methods involving excessive heat, moisture or force unless expressly suitable for that rug's material and construction.
If you believe the appearance is beyond normal transport or settling characteristics and may represent a manufacturing issue, submit photographs through the Returns Portal so the matter can be assessed.
WWashable Rugs & Care Instructions
A rug described as washable must still be cleaned strictly in accordance with the care instructions for that particular product. Washing-machine capacity, temperature, detergent, spin cycle, drying method and other restrictions can vary by rug.
Please check the product and manufacturer care instructions before washing. Damage caused by cleaning, washing, drying, vacuuming or treatment contrary to the applicable care instructions is different from a manufacturing defect and will be assessed accordingly.
Is My Rug Machine Washable? Unless the product title or description clearly states that the rug is washable or machine washable, please assume that it is not suitable for machine washing. Where Rug Love describes a rug as washable, we mean that the manufacturer has stated that it is suitable for cleaning in a washing machine, subject to the product care instructions.
Do not machine wash a rug that Rug Love has not stated is washable. Machine washing a non-washable rug can permanently damage the fibres, backing, shape or construction. Rug Love cannot accept responsibility for damage caused by machine washing an item that we have not described as suitable for machine washing. This does not affect any statutory rights that apply where goods are faulty or do not conform to the contract.
Washing Machine Capacity: Describing a rug as washable does not guarantee that a particular size will fit into your own domestic washing machine. Drum capacities and machine dimensions vary. Larger washable rugs may require a larger-capacity machine or a laundrette/laundromat with a suitable commercial-size drum. Please check the rug size, care information and your washing machine capacity before washing.
Always Follow the Care Label: Washing instructions vary by product, so the care label supplied with the rug takes priority over general guidance. Use the stated temperature, cycle and drying method and avoid bleach, excessive heat or other treatment not permitted by the care instructions.
Wash Results & Faults: Not liking the appearance or result after washing does not automatically mean that the rug has a manufacturing defect. If you believe a genuine manufacturing fault is present, submit a defect claim with clear photographs and details through the Returns Portal so the issue can be assessed.
!Product Faults, Wear & Condition
A manufacturing defect is different from normal wear, natural material characteristics, accidental damage, misuse, inappropriate cleaning, pet damage, staining, contamination or deterioration caused after delivery. Where a manufacturing defect is alleged, the circumstances and available evidence will be considered and the claim submitted to the relevant manufacturer where appropriate.
For unwanted or unsuitable returns, the item should be handled only as reasonably necessary to inspect it and should be returned clean, dry and appropriately protected. Where the condition of returned goods has been materially reduced by handling beyond what is reasonably necessary, any statutory right Rug Love has to account for diminished value is reserved.
Nothing in this section limits your statutory consumer rights.
Care & Maintenance: A manufacturing defect is different from damage, deterioration or changes caused by normal use or incorrect care. Appropriate care varies by fibre and construction, so a cleaning or maintenance method suitable for one rug may damage another. Rugs should be maintained in accordance with the product description, care label and any material-specific guidance provided, including appropriate vacuuming and cleaning methods and avoiding prolonged or excessive direct sunlight, which can cause fading or colour changes over time. Prolonged or uneven sunlight and UV exposure can cause uneven fading or colour change; rotating the rug periodically where practical can help distribute exposure and wear more evenly. Do not use a rotating or aggressive beater bar where the rug's care guidance advises against it. Shaggy and deep-pile rugs will naturally flatten and compress with use and over time, particularly in areas of regular foot traffic or beneath furniture; this characteristic is highlighted within relevant product descriptions before purchase. Where a fault is reported, the rug's condition, use, cleaning and maintenance may form part of the assessment.
Defect Claims Are Assessed: Submitting a defect claim does not mean that a manufacturing defect has automatically been accepted. Appropriate claims are referred to the relevant manufacturer for product-specific assessment using the photographs, information and supporting evidence supplied. Manufacturer assessment forms part of our investigation; Rug Love remains responsible for your applicable statutory rights as the retailer.
Photographs & Evidence: Please provide an overall photograph showing the complete rug, clear close-up photographs showing the specific concern and, where the issue relates to size or shape, measurements and photographs showing those measurements. Please also include any relevant information about when the issue appeared and how the rug has been used and cared for.
Normal Characteristics: A visible difference, loose fibre, colour variation, dimensional variation, crease, change in pile or other irregularity does not automatically mean that a manufacturing defect exists. Rugs are textile products and the nature and extent of the issue must be considered against the particular rug's materials, construction and expected characteristics.
Fault Developed Later? The 14-day unwanted or unsuitable return period does not, by itself, prevent you from reporting a genuine manufacturing fault that develops or becomes apparent later. If the Returns Portal is no longer available because of the time elapsed, please submit a Support Request with your Rug Love order number, a clear description of the issue and suitable supporting photographs.
Collection of Defective Items: Where a product fault is accepted and the item needs to be returned, Rug Love will confirm and arrange an appropriate return or collection process, which may be organised through the manufacturer/supplier or a courier appointed by Rug Love. Collection days and time slots depend on the service arranged. Unless a confirmed collection window is provided, please plan for an all-day collection and ensure someone is available.
Replacements are handled separately from collections and cannot be exchanged at the door when the defective item is collected. Where a replacement has been agreed, its dispatch and delivery will be arranged separately.
More Information: For detailed guidance on manufacturing defects, normal rug characteristics, manufacturer assessments and your statutory consumer rights, please see our Manufacturing Defects & Consumer Rights guide.
i Not As Described, Non-Conformity & Disputed Claims
A customer describing an item as “not as advertised”, “not as described” or “defective” does not, by itself, establish that the goods fail to conform to the contract. It is a claim that should be supported with information about the specific issue and will be considered using the relevant evidence.
Equally, Rug Love will not dismiss a genuine non-conformity claim simply because the correct product or variant appears to have been supplied.
If you believe an item materially differs from its description, specifications or imagery, please submit the most appropriate claim through our self-service Returns Portal and explain specifically how you believe the item differs. Please provide clear supporting photographs.
Depending on the circumstances, the evidence considered may include:
- The product ordered and the item actually supplied.
- The product description and specifications available when the order was placed.
- Published colour, material and natural product-characteristic information.
- Manufacturer-supplied product imagery and colour classifications.
- Rug Love's additional colour, shade and accent breakdowns.
- Additional real-life photographs and product information provided by Rug Love.
- Information provided before purchase about natural characteristics such as wool shedding, handmade variation or abrash where relevant.
- Photographs, explanations and other evidence supplied by the customer.
- Relevant manufacturer or supplier information or assessment.
- Any other evidence relevant to the particular claim.
The principal product images and basic colour classifications are supplied by the manufacturer and are the same core manufacturer-supplied imagery made available to UK retailers selling that product. Rug Love supplements this information for most rugs with a detailed breakdown of the individual colours, shades, tones and accents present within the design, together with additional specifications and real-life photographs taken by us where available. We deliberately provide this additional information because colour can be difficult to judge when buying online and we want customers to have more information before ordering, not less.
Where appropriate, we may obtain additional product information or an assessment from the manufacturer or supplier. Manufacturer or supplier information may assist with the review, but their involvement does not replace Rug Love's responsibilities to you as the retailer.
Where goods do not conform to the contract, the appropriate statutory remedy will apply and the matter will not be treated as an unwanted or unsuitable return.
Where the item supplied is the product ordered but is unsuitable because of personal preference — including colour, shade, design, texture or how it appears within your particular room — the return will normally be treated as an unwanted or unsuitable return.
You do not simply have to accept our initial assessment. Tell us which part you disagree with and provide any additional information or evidence you would like considered. The matter can then be reviewed again through our Complaints & Dispute Resolution process.
More Information: For detailed guidance on manufacturing defects, normal rug characteristics, manufacturer assessments and your statutory consumer rights, please see our Manufacturing Defects & Consumer Rights guide.
✓ When Your Return Reaches Us
Our return premises accepts courier deliveries between approximately 9am and 5pm, Monday to Saturday, and somebody will normally be available to sign for the parcel.
If a courier records an unsuccessful delivery attempt, they will normally reattempt delivery on the next working day in accordance with their own service.
Your return remains your responsibility until it has actually been delivered to and received by Rug Love. A collection scan or tracking event showing that a parcel is in transit does not mean we have received it.
Returns should be registered through our self-service Returns Portal so we can correctly identify and process them when they arrive.
When the rug arrives, it will be inspected. Unwanted or unsuitable returns should arrive clean, dry, securely packaged and in an appropriate condition. If a rug has been damaged or materially deteriorated during the customer-arranged return journey, the customer should pursue the appropriate claim with their return courier or booking service.
Where a returned item cannot be accepted or refunded in full because of its returned condition, we will contact you. Where applicable, you remain free to arrange collection of the rug from our return premises at your own cost.
£ Refund Process & Timescales
- When your return reaches us, you will receive a Return Received notification.
- We aim to inspect the return and process any refund due within 48 hours of receipt. This is our service target and does not replace the statutory refund deadlines that apply to consumer cancellations or faulty goods.
- Once the refund has been processed by Rug Love, you will receive a separate refund confirmation email.
- Refunds are returned to the original payment method.
- As with refunds from other retailers, the money will not necessarily appear in your bank account immediately when we process it.
- Banks and payment providers typically take around 3–5 working days after the refund has been processed for the funds to appear, although the exact time varies by provider.
- Klarna, Clearpay, Laybuy, PayPal and other payment providers may display refunds according to their own processing times. PayPal e-cheque refunds can take up to approximately 14 days.
As with refunds from all retailers, the money does not necessarily appear in your bank account immediately. Once that confirmation email has been issued, the refund has been submitted back to the original payment method and the transaction is then subject to the processing times of your bank, card issuer or payment provider. Rug Love cannot speed up, expedite or override that banking/payment-provider process once the refund has been actioned.
If the funds have not appeared immediately, please allow the normal processing period before contacting us. The exact posting time can vary between banks, card issuers and payment providers and is outside Rug Love's control once the refund has been completed from our side.
i Complaints & Dispute Resolution
If you are dissatisfied with a product, delivery, service or decision we have made, you can raise a complaint and ask us to review the matter.
If your complaint relates to an assessment already made — including a manufacturing defect, incorrect-item or not-as-described/non-conformity claim — please explain which part of the assessment you disagree with and provide any additional information or evidence you would like considered.
An initial assessment does not prevent you from providing further evidence or asking us to review the matter again.
Equally, disagreement with an assessment does not by itself establish that an item is faulty, incorrectly supplied or not as described. Any further information will be considered alongside the other relevant evidence.
We cannot guarantee that every complaint will result in the outcome requested, but we will consider relevant information and evidence fairly and explain our position. Raising a complaint does not remove or restrict your statutory consumer rights.
To raise or escalate a complaint, use our support chatbot and select Raise a Support Request. Include your name, order number, a clear explanation of the issue, the outcome you are requesting and any relevant photographs or supporting information.
More Information: For detailed guidance on manufacturing defects, normal rug characteristics, manufacturer assessments and your statutory consumer rights, please see our Manufacturing Defects & Consumer Rights guide.
↩ Ready to Start Your Return?
No need to contact us first — returns, exchanges, manufacturing defects, courier damage and incorrect-item claims should be submitted directly through our self-service Returns Portal.
For an unwanted or unsuitable return, please ensure it is submitted within 14 days of receiving your order. This deadline is strictly enforced for the unwanted/unsuitable return route.
Use your Rug Love order number and the email address used to place your order. Your Rug Love order number can be found in your order confirmation email and is a five-digit number beginning with #2, for example #23454.
? Need Help?
If you are unsure about the appropriate courier, parcel dimensions, return type or anything else before paying for a customer-arranged return booking, please use our support chatbot.
If you are unsure which courier or service to use, please submit a Support Request before booking and paying. We can help you check the likely parcel details and point you towards the service we would recommend for your rug size.
We respond within 3 business hours during our Monday–Friday business hours.
If you need a member of our team to review something, use the support request option within the chatbot. Please select “Submit Support Request” if you need a member of our team. Simply typing a question into the chatbot does not itself submit a support request to our team.
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