Refund policy

Rug Love Return, Refund, and Exchange Policy

Return Portal

Simply visit our Return Portal to initiate your return or exchange or submit a defect claim.

Return Portal

You can find a link to our return portal and our return policies in all email communications you receive from us. All returns must be submitted via our designated returns management platform to qualify for a return and refund. Simply visit our Return Portal to initiate your return, exchange or defective claim. Upload images if relevant.
To proceed with a defective claim, please submit it through our return portal selecting the manufacturing fault option and upload images of the issue along with any relevant details. This will enable us to file a defective claim with the manufacturer in the designated section, please indicate the most convenient day for the manufacturer to collect for inspection, as this may be necessary if a decision cannot be made based on the images you provide.
Additionally, specify your preferred outcome whether it be a replacement, refund, or discount allowance. Our rugs are shipped directly by the manufacturer, who manages fulfilment for all UK retailers, We will liaise and make every effort to find a solution that satisfies our customers

Rug Love operates exclusively online; thus, we don't have a physical showroom or store for visits. Returns are not possible in person at any location. As stated on our Google Business profile and website, we are an online-only retailer, and we provide delivery-only service. Collections and returns in person are also not possible.

Before placing your order, please ensure you're familiar with our disclaimers on color and design, wool and shaggy rug shedding, handmade rug imperfections, and our rug warranty and defects policy. You can find more details at the links below:

At Rug Love, we go beyond generic colour labels. We are the only UK rug retailer that provides a detailed breakdown of every shade present in each rug, helping you make a more informed buying decision. While most retailers simply describe a rug as ‘cream’ or ‘grey,’ we ensure you know exactly what tones and variations are included, allowing you to find the perfect match for your space.

Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information.
Whilst the images and colour classification are provided by the manufacturer used by all UK retailers, we are the only rug retailer to provide a full colour breakdown and a AR Rug Visualiser and our product descriptions offer detailed specifications that many retailers overlook. However, if exact colour matching is essential, we recommend in-store shopping, as images can never fully replicate seeing a rug in person — a limitation of buying online.
If our terms do not align with your preferences, we kindly request that you refrain from placing an order with us.

Customer Support

AI-Assisted Support: We are the first rug store to offer AI-assisted support, capable of delivering immediate responses to a wide range of inquiries, including complex ones. This ensures you receive the information you need swiftly, without the wait typically associated with traditional customer service: initiate support here.
Dedicated Support: If you can't find what you're looking for, our dedicated customer support is here to help.
For any additional questions or concerns Initiate Support Here. We promise a response within 3 business hours. Your happiness matters to us ♡

Our Comprehensive Return, Faulty, Refund & Exchange Policy

Simple Automated Returns

First Rug Store: We are the first rug store to offer simple automated returns for a seamless experience.
No Hassle: Automated returns process for your convenience. No need to go through the hassle of contacting us.
Transparency: We pride ourselves on being upfront and transparent about potential return costs, setting us apart from others.

Online-Only Retailer

Delivery-Only Service: Collections and returns are not possible in person and must be done via courier.

Return Procedure

Inspection: Upon receiving your returned rug, our team will thoroughly inspect it.
Notification: You will receive two email notifications: an acknowledgement of the receipt of your rug and a confirmation regarding your refund.
Processing Time: Please allow up to 48 hours post-receipt for processing and updates before inquiring about your refund status.
Refund Timeline: Refunds may take 3 to 5 business days to appear in your account, depending on your bank's processing time. For payments made via Klarna, ClearPay, or Laybuy, check your account with them for refund status.

Faulty Claims

14-Day Window: Claims must be submitted within 14 days via the return portal.
After 14 Days: Email us directly with images of the issue. If unclear, the manufacturer may need to collect the item for inspection. If the manufacturer deems the item not faulty, it will be returned to you. If the claim is successful, the manufacturer will arrange for a replacement.

Terms of Service

Please take a moment to understand our terms of service, return and refund process, costs, warranty, and wear, disclaimers on colour, image/design variations, hand-made, jute, and sisal rug imperfections, product warranty/wear, and shedding/flattening for both wool and shaggy rugs. These can all be found in our help center, every product page, every email we send you (including the order confirmation email), the return portal, the chatbot, and the homepage footer. Failure to do so cannot be attributed to Rug Love.

Acknowledgement

By placing an order, you acknowledge and accept our terms of service and return, and refund policies. Familiarize yourself with these to ensure you're informed before making a purchase. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.

Key Points to Note

14 Days to Decide

We are unable to process returns for unwanted items beyond the stipulated returns period as outlined in our terms of service. No exceptions. Measure your space prior to placing an order to avoid potential inconveniences and return costs.

Accurate Measurements

Ensure the item is free from household odours, food, pet smells, and pet hair. Refunds won't be processed for rugs dispatched in bin bags; such items will be sent back to the sender. Rugs sent back not adhering to our guidelines may incur a restocking fee, based on the item's condition and resale value. Rugs should be returned rolled up, not folded. Avoid taping over the rug's label. Package the rug as you'd wish to receive it.

Return Process

Head to our return portal and input your order number and email. Follow the on-screen instructions, choosing the items you wish to return. For faulty or incorrect items, please upload clear images. We only accept returns via courier; in-person returns are not entertained.

Return Window

We don't accept returns for unwanted items beyond the specified 14-day window. Any late returns will be sent back to the sender. If you're unfamiliar with booking courier services online, please factor this into your decision-making prior to making a purchase.

Return Costs

Return Shipping Responsibility & Guidance

Customers bear the responsibility for return shipping fees. This policy is consistent with all online rug retailers we are aware of, wherein the customer covers the return cost.
Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items.
For any questions or if you feel something has been overlooked, please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations and make no attempt to contact us regarding any uncertainties.

Return Cost Breakdown

Small Rugs & Runners (up to 120cm in length): Approx. £5.72
Small Rugs (up to 125cm in length): Approx. £10.62
Large Rugs (160cm up to 199cm in length): Approx. £22.80 via DHL (excluding very plush/thick types, which may cost more).
- Extra Large Rugs (200 x 290cm) and Super Plush/Thick Heavy Shaggy Rugs:Examples: Montana, Plush, Barnaby, Plush Moroccan Shaggy Rugs - Estimated cost: £38.68 - £44.72 via DHL.
Oversized Rugs (240cm+): Approx. £38.68 - £44.72 via DHL.
Plush/Barnaby/Montana Shaggy (Size 200 x 290cm only): These rugs are an exception due to their bulk. At approx. L210 x W41cm and over 40kg, the return cost is around £104.

Please note, these rates can vary daily and are intended as guidance only. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.
If you receive a significantly higher courier cost quote than the one mentioned above, it is probable that you've inputted incorrect dimensions for your rug or are not using the website we recommend for your rug size. Please refer to our guide below, and remember that you only need to provide three dimensions to the courier.
If you're considering ordering a large rug, specifically those sized 160 x 230cm and larger, it's important to note that you will need access to a printer to generate the courier label in case you need to make a return. Please keep this in mind before placing your order, especially if you don't have access to a printer.
If you're unfamiliar with booking courier services online and find it challenging, please take this into account and factor this into your decision-making prior to making a purchase in case of potential returns. If you don't currently have someone available to assist you or the person who helped you place the order. We suggest buying from a physical rug store to prevent such situations as we are exclusively an online retailer and can only facilitate returns through courier services.

Our Transparency Commitment

Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. While we cannot control courier costs, which are consistent with almost all online rug retailers, unlike others we prioritize being upfront and transparent about potential return expenses, especially for larger bulky items. Our aim is to prevent misunderstandings and avoid disputes related to shipping fees. If you anticipate issues with covering return costs, we kindly suggest purchasing from a brick-and-mortar retailer where you can return items in person. Though courier costs are beyond our control and align with industry standards, we believe in transparency regarding potential return costs. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.
As a small family-run business, we typically offer more affordable prices compared to larger retailers. Our customers enjoy advantageous pricing since we are among the most competitively priced online rug sellers. Our competitive pricing is a key aspect of our online service, this means that by choosing Rug Love, you most likely saved on your purchase, which we hope compensates partially for any return expenses. When you compare our prices to those of Rugs Direct, the market leader, you'll typically find that we offer more competitive prices, and we pass these savings directly on to you, our valued customers. It's important to note that even with higher-priced competitors, the return costs would remain the same and are beyond our control. We pride ourselves on providing a wider range of options than you might find on the high street, and we always include free delivery in our prices. Unfortunately, we are unable to extend this to include free returns. We emphasize potential return costs in every possible place on our site and in all our email communication with you, ensuring transparency. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

Return Process

Customers must manage and arrange their own item returns.
We refrain from arranging courier services on behalf of customers due to past experiences. When we take on the responsibility as the organizer, we've observed a tendency for customers to neglect proper packaging and sealing of items for transit for which we become liable as the organizer. This lack of care can result in additional courier fees or damage to the shipped items. Consequently, we now require customers to personally arrange their returns and assume responsibility until the items are safely returned to us.
The item remains your responsibility until we receive it. Therefore, always obtain proof of postage, we advise using a tracked and insured service for your peace of mind.
Before handing over your package to the courier, photograph the wrapped item. This serves as evidence in case of disputes or if your return is damaged during transit.
Address courier-related disputes directly with the service provider, not with Rug Love.
If you're unfamiliar with booking courier services online and find it challenging, please take this into account and factor this into your decision-making prior to making a purchase in case of potential returns. If you don't currently have someone available to assist you or the person who helped you place the order. We suggest buying from a physical rug store to prevent such situations as we are exclusively an online retailer and can only facilitate returns through courier services.
If you're considering ordering a large rug, specifically those sized 160 x 230cm and larger, it's important to note that you will need access to a printer to generate the courier label in case you need to make a return. Please keep this in mind before placing your order, especially if you don't have access to a printer.

Recommended Couriers

While we offer a few courier suggestions based on rug size, please note these are mere recommendations and not endorsements.
Small Rugs and Runners (up to 120cm): Use Parcel2Go with Courier Evri or DX.
Large Rugs (160cm and above): TransGlobal Express is suitable, with DHL often being the most economical choice.

Exchanges

If you need to exchange an item due to a sizing issue or if you would like a different rug, please use our automated returns portal at https://www.ruglove.co.uk/a/returns. Select the exchange option, then choose the correct size you wish to replace it with, or specify the new rug you would like in the text box.
We will only send the replacement after we have received the original item back. This policy is in place because we've experienced issues with items not being returned by customers. If you'd prefer not to wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug or new product and then requesting a refund for the original one.
Once we receive the rug you wish to exchange, we will process and send you a new order. We will adjust the price accordingly and either refund the difference or issue a new invoice for any additional amount owed.

Handling Damaged Deliveries

All our deliveries require a signature by default. Here’s what you should do if you receive a damaged rug or notice any damage to the packaging:

Recommended Steps:

Reject on Arrival: If the rug or its packaging is clearly damaged during transit, we recommend rejecting the delivery. Inform the courier and refuse the item and mark it as return to sender

Outcome: We will send you a new rug or issue a refund. This is the most straightforward and best option.

Accepting the Item: If you choose to accept the item despite visible damage, please follow these steps:

Note the Damage: Immediately note any damage to the courier. This can be damage to the wrapping, rug backing, or anything unusual.

Sign with a Note: When signing for the item, specify the noted damage. This ensures there is a written record that the item was received with issues. This makes it much easier to file a claim with the courier.

Important Considerations:

Good Condition Acknowledgement: Signing without specifying any issues means you acknowledge the item was received in good condition. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from the courier.

Mishandling by Courier: Our rugs should arrive fully sealed to prevent any soiling during transit. Any deviations from this are typically due to courier mishandling. Informing the driver ensures we have a written record of the damage. This makes it much easier to file a claim with the courier.

Compensation Typically, we do not offer discounts for damaged items. Our preferred procedure is to have the damaged item rejected so we can send you a replacement. However, if you prefer to keep an item that was damaged during transit and receive a discount, it is crucial to report the damage to the courier. This enables us to file a claim with the courier, and any compensation we receive will be passed on to you.

please submit any damaged claims via our returns portal: Rug Love Returns Portal.

By following these guidelines, you help us ensure any issues are addressed swiftly and efficiently and provides recourse with the courier.

Rescheduled Deliveries
If your item is not delivered for any reason on the designated day, it will automatically be rescheduled for delivery by the courier on the following business day, so you do not need to take any action.

Signature Requirement
Please make sure that there is someone available to provide a signature upon the delivery of your package, as a signature is required for all items. Please keep this in mind, especially if there is typically no one at home during the daytime.

Common Delivery Failures
The most frequent cause of delivery failure is the customer not being available to sign for the item. All items are sent via a signed-for service, and delivery can also fail due to insufficient address details, such as missing door numbers or street names, or lack of access codes for flats and apartments.

Driver's Discretion
While we use a signed-for service, drivers may occasionally leave items in secure areas without obtaining a signature, for which we do apologise.

Missing Item Investigation
If you cannot locate your item, please raise a support request via our chatbot providing your order details. We will open a missing item investigation with the courier, requesting GPS data, delivery photos, and signatures to verify where the item was released by the driver and request the driver returns to the property to resolve if necessary. We resolve most issues with the courier within the hour and will be able to update you promptly with a resolution.

Courier Provider Information
The courier services are independent providers utilized by Rug Love and other retailers. We have no affiliation with these couriers and no control over their services or the actions of their drivers. If a delivery doesn’t take place on a given day, the courier will take one of the following actions: They will automatically make a delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that while we use a strictly signed-for delivery service, we do not have control over the actions of the driver. On occasion, drivers may leave items in secure areas without obtaining a signature. Although this should not happen, we want to be transparent and acknowledge that it can occasionally occur, even with our signed-for service.

Disclaimers

Hand-Made/Jute/Sisal Rugs Disclaimer

Our collection of Handmade, 100% Jute and Sisal rugs are unique with natural imperfections known as ‘Abrash’. This includes variable changes in colour, design, size, pattern, yarn, stitching & texture. These natural characteristics give the rugs life and character. Variations in weave and shading contribute to their distinctive and captivating character. Synthetic latex backing is a common cause of new rug smell, affecting both natural and man-made materials. If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. We recommend machine-made rugs created from synthetic materials for a more standardized appearance. Please note that even if you exchange a rug, the replacement will have its own distinct imperfections and characteristics.

Wool and Shaggy Rug Shedding Disclaimer

Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed. This is not a manufacturing defect but a natural characteristic. Shedding will reduce over time with regular vacuuming. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials. We emphasize in our product descriptions if a rug is woollen and prone to shedding.

Pile Flattening/Durability/Warranty/Wear

All rugs with a high pile will experience some degree of flattening and matting over time. This is natural and not deemed a manufacturing defect. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting. Short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If concerned, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene.

Product Guarantee and Warranties

Rugs are considered commodities and are governed by the Sales of Goods Act. This includes provisions for reasonable use and wear and tear. Should a problem arise within the first 30 days after purchase, you have a legal right to either a refund or replacement. After this initial 30-day window and up until 6 months, you can ask for a repair or replacement, but there is no obligation on our part to offer any refund. Claims post 6 months require proof of defect at the time of receipt.

Manufacturer's Decision

All decisions made by the manufacturer regarding defects are final.

Colour and Design Variations

At Rug Love, we go beyond generic colour labels. We are the only UK rug retailer that provides a detailed breakdown of every shade present in each rug, helping you make a more informed buying decision. While most retailers simply describe a rug as ‘cream’ or ‘grey,’ we ensure you know exactly what tones and variations are included, allowing you to find the perfect match for your space.

Slight colour and design variations may occur due to different screen settings and dye batches. Returns due to colour dissatisfaction will follow the standard return policy.
At Rug Love, we pride ourselves on offering superior product descriptions and specifications that most rug retailers overlook. We include an in-depth breakdown of all colours and shades in each rug, along with material, pile height, pile weight, texture, pile type, and backing—ensuring you have all the details needed to make the perfect choice. We also lead the industry in showcasing in-situ user-generated content (UGC), being the first rug store to widely incorporate real-life images from Instagram and hundreds of our creators. This allows you to see how our rugs look in actual homes, providing a more genuine and accurate representation. Additionally, Rug Love is the only rug retailer to offer an AR rug visualiser, helping you preview how a rug will look in your space before you buy. We also provide more in-situ images—taken by us or sourced from Instagram—than any other rug store, ensuring a better visual representation of each rug.

Washable Rug Disclaimer

At Rug Love, we offer a selection of rugs that are marked as machine washable. However, please note that Rug Love cannot be held responsible for any damage that may occur as a result of washing your rug. While the rug may be suitable for machine washing, there are many factors outside our control, such as the washing method, machine type, water temperature, and detergent used. It is the customer’s responsibility to follow care instructions carefully and ensure their washing equipment is suitable. Please proceed with caution when washing your rug. Additionally, we have no way to ascertain how the rug has been treated during the drying process, for example, if heat is applied in a tumble dryer it can damage the rug. To avoid damaging the rug, line drying is advised

Rug Warranty & Defects

To initiate a return or report all return scenerios, please use our Return Portal.

If you're unsure or have questions, please contact us at Rug Love Support, and we’ll respond within 3 business hours.

Rugs are considered commodities, and as such, none of our manufacturers offer warranties for their products. Instead, these products fall under the Sales of Goods Act, which includes provisions for reasonable use and wear and tear. We expect these products to remain in good condition for at least 6 months. However, this does not guarantee a replacement or refund. Kindly notify us of any defects upon arrival or within 3 days of receipt, We ask that you inspect your rug even if you are not using it right away including the backing.

Your Rights Under the Sales of Goods Act

Within 30 days of purchase: If an issue arises within the first 30 days after purchase, you are legally entitled to a refund or replacement.
Between 30 days and 6 months: You may request a repair or replacement, but there is no obligation on our part to offer a refund.
After 6 months: Unless you can prove the item was defective upon receipt, we are under no legal obligation to offer a replacement, repair, or refund. Without evidence of a fault at the time of delivery, we will not accept any claims after the 6-month period — no exceptions.

For all transactions, the product is assumed to have been received in good condition unless we are notified otherwise.

Manufacturer Collection Process

In the event of a faulty item, the manufacturer will arrange for collection. Please note the following:

All-Day Appointments: Collections are arranged for the entire day, and specific timing cannot be guaranteed.
Weekday Collections Only: Weekend collections are not available.
Presence Required: Someone must be present during the collection window. If this presents a challenge, we recommend choosing a retailer with a physical storefront for easier returns.
No Advance Calls: Couriers generally do not make phone calls before collection.

If the manufacturer determines the item is faulty, a replacement will be dispatched. The manufacturer’s decision is final in these cases.

As an online-only retailer we can only deal with defective issues via courier services please take into this consideration.

Once your rug has been delivered to you, you become the owner of the goods, and they are held at your own risk. We cannot be held responsible for any loss, damage, or destruction of the rug after delivery.

Initial Inspection: Please inspect your rug upon arrival, including the backing, even if you don't plan to use it immediately. Should you find any faults, report them to us within 3 days of delivery to ensure we can address any issues that may have originated from Rug Love.

Lifespan Factors: The longevity of your rug will depend on several factors, such as its location, exposure to sunlight, foot traffic, pets, and the placement of furniture. We emphasize the importance of reporting any potential faults as soon as possible, as we cannot assess if the issue has been caused in-situ.

Manufacturer Claims: In the event of an issue, notify us promptly to increase the likelihood of a successful manufacturer claim. Rugs are commodities, and our manufacturers do not offer warranties. Instead, all claims are governed by the Sales of Goods Act. Please report any defects within 3 days of delivery as we focus on the rug’s initial quality and assume the item to be in good condition unless we are informed otherwise. All claims will be submitted to the manufacturer.

Hand-Made/Jute/Sisal Rugs Disclaimer: AN IMPORTANT NOTE

Our collection of Handmade, 100% Jute, and Sisal rugs are crafted by hand, making each rug unique. As such, they will have natural imperfections, known as ‘Abrash,’ which include:

Variations in colour, design, size, pattern, yarn, stitching, and texture
Natural fibre loss, shedding, rogue mixed-colour yarns, and loose threads

These features give the rugs life and character, ensuring that you have a truly one-of-a-kind piece. Similarly, all-natural plant fibre rugs, such as Sisal, embrace these irregularities as part of their charm. Variations in weave and shading contribute to their distinctive, captivating character, making each rug "perfectly imperfect."

It's important to note that synthetic latex backing can sometimes cause a noticeable odour in both natural and man-made rugs. However, many natural rugs, like Jute and Sisal, are flat-woven and do not require latex backing. While natural plant-based rugs like Jute and Sisal often start with a mild, straw-like scent, this typically dissipates over time.

Please bear these factors in mind before purchasing. If you are particular about uniformity and perfection, a handmade or natural jute rug may not be the right choice for you. In such cases, we recommend machine-made rugs from synthetic materials for a more standardised appearance.

Even if you choose to exchange a handmade rug, please be aware that the replacement will come with its own unique imperfections and characteristics.

For customers ordering multiple units of the same handmade rug, please understand that each rug will have its own distinct design, size, pattern, and colour due to their handcrafted nature. If perfect consistency is important to you, we recommend opting for machine-made options.

For further details, please refer to our Handmade and Wool Disclaimers in the Help Centre to ensure you are fully informed before making a purchase.

Colour and Design Disclaimer

Transparency and Clarity

At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges in capturing and representing colours accurately. Our colour/image/design disclaimer is intended to prevent disputes and differing opinions regarding product colours and designs. The images we use are supplied by the manufacturer and are used by all UK retailers.

Colour and Batch Consistency

Multiple Units: If you purchase multiple units of the same rug, we cannot ensure that their colours will match or that they will come from the same inventory batch. Please reach out to us before placing your order if you'd like us to verify batch consistency. This discrepancy arises because dye colours differ from one batch to another, and an exact match cannot be guaranteed. This is especially true for hand-made rugs.
Colour Variation: Despite every effort to provide accurate images of each product's colour and design, actual colours and designs may vary slightly due to different device screen settings, lighting conditions, and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults.

Customer Agreement

By purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design of the product and its representation on our website. Any returns due to customer dissatisfaction with a colour (that is not a fault) will need to follow our usual returns policy, and a full refund will be provided. If you are trying to colour match to existing decor or require a very specific shade, we recommend visiting a rug store in person to avoid disappointment.

If you have a specific situation you'd like to address, please submit a support request in our chatbot with the relevant details.

Important Disclaimers

Accuracy of Product Images: The colour classification and images of our products are provided by manufacturers and are used universally by all retailers across the UK. Colour interpretation is subjective and may vary from person to person. Additionally, device screens can display colours differently due to varying settings and lighting conditions.
Nuance of Colour: Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory; very few, if any, rugs on the market are pure white.
Guidance, Not Guarantee: Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.

Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information. The images we use are supplied by the manufacturer and used by all UK retailers. All items are sent via signed-for service. If damaged in transit, reject the delivery or note the damage when signing to allow for a claim. Kindly measure your space to avoid returns and additional costs. Among the three main size options, one will typically be the most suitable choice, It's common for customers to find that 080x150 cm rugs are smaller than expected, while 200x290 cm rugs often appear larger than anticipated.

Wool Rugs and Shedding: What to Expect

We emphasise in our product descriptions that shaggy and wool rugs are prone to shedding. If shedding is likely to cause frustration, we recommend selecting a non-shedding rug not made from wool.

Wool Rugs, Sheepskins, and Shedding

Wool rugs, genuine sheepskins, and deep-pile shaggy rugs have a natural tendency to shed, meaning that fibres will come loose. This is not a flaw in the manufacturing process but a natural characteristic of these materials.

Key Information About Shedding:

Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce over time with wear, but some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuuming sessions to significantly reduce shedding.
Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behaviour. If you are concerned about shedding, you may prefer a machine-made rug crafted from synthetic materials.
Product Details: We emphasise in our product descriptions when a rug is woollen and prone to shedding. Please consider this before making a purchase.

Characteristics of Wool and Shaggy Rugs

Shaggy Rugs and Shedding: Plush shaggy rugs will shed fibres, which is completely normal and does not affect the durability of the rug. High-pile rugs (4 cm and above) are most prone to flattening, matting, and shedding. This includes collections such as Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby.
Sprouting/Pilling: High-pile rugs may experience sprouting or pilling, where some strands or threads appear longer than others. Simply trim any longer threads with sharp scissors—do not pull, as this may damage the rug.

Durability and New Rug Odour

Durability: Shedding does not compromise a rug’s durability, meaning it won’t wear out! For example, high-pile wool rugs, such as those from our Rocks collection, may shed more than typical low-pile wool rugs due to their density, but this does not affect their longevity.
New Rug Odour: The smell of a new rug is caused by volatile organic compounds (VOCs) used during production. This “off-gassing” is common and typical with rugs that have synthetic latex backings. The scent, often described as musty due to the animal fibre origin, will fade over time.

To clean your washable rug, always follow the care instructions on the rug label, as these may differ depending on the rug. General recommendations include: machine wash at 30°C, avoid using bleach, and line drying is preferred. If using a tumble dryer, select an air-only cycle without heat.

Line drying is strongly advised over spin drying. Hang the rug outside in a well-ventilated area to allow it to air dry.
If using a tumble dryer, select an air-only cycle without heat to avoid damaging the rug.
To remove excess water, you can roll the rug in a dry towel and press down to absorb the moisture.

Washable Rug Disclaimer

At Rug Love, we offer a selection of rugs that are marked as machine washable. However, please note that Rug Love cannot be held responsible for any damage that may occur as a result of washing your rug. While the rug may be suitable for machine washing, there are many factors outside our control, such as the washing method, machine type, heat, water temperature, heat temperature and detergent used. for example using a tumble drier with heat can damage the rug, this is why we advise to line dry. It is the customer’s responsibility to follow care instructions carefully and ensure their washing equipment is suitable. Please proceed with caution when washing your rug. Additionally, we have no way to ascertain how the rug has been treated during the drying process, for example, if heat is applied in a tumble dryer it can damage the rug. To avoid damaging the rug, line drying is advised

Getting a Rug to Lay Flat & Creases

When rugs are shipped, they are typically rolled and may develop creases or fold marks upon unrolling. This is especially common with larger rugs. The weight of a tightly rolled rug can lead to temporary indentations or creases, but these are not defects.

Tips to Help Your Rug Lay Flat:

Reverse Roll the Rug: Lay the rug flat in the opposite direction that it was rolled for a few hours.
Warmth and Pressure: Place your rug in a warm room or near a heat source to soften the backing, and use weights like furniture to help flatten the rug.
Time and Patience: Some creases will naturally fall out after a few days to weeks, depending on the rug's material and environment.
Vacuum Regularly: Vacuuming can help reduce fold marks and flatten out the rug more quickly.

Tassels & Larger Rugs:

Tassels: If your rug has tassels, they may be flattened or twisted upon arrival. These will straighten out naturally over time or can be gently straightened by hand.
Larger Rugs: Heavier and larger rugs (such as 160x230cm or bigger) may take longer to settle. You may need to use heavier furniture to hold them flat during the settling process.

These temporary marks are normal and should fade with time and regular use.

Return Process and Shipping Responsibility

Return Shipping Responsibility & Guidance

Customers bear the responsibility for return shipping fees, which is standard for most online rug retailers. Before placing an order, please familiarise yourself with the potential costs associated with returns, particularly for large and bulky items.

Estimated Return Costs:

You can easily find a detailed breakdown of potential return costs by typing "return costs" or similar into our chatbot, which is available on every page of our website.

Small Rugs & Runners (up to 120cm in length): Approximately £6
Small Rugs (up to 125cm in length): Approximately £9-12
Large Rugs (160cm to 199cm in length): Approximately £18-£28, depending on rug thickness and weight.
Extra Large Rugs (200 x 290cm) & Super Plush/Thick Rugs: Approximately £28-£48 via DHL.

Please note that these rates may vary and are intended as guidance only. If your courier quotes a higher price, you may have entered incorrect dimensions. Remember to follow our recommendations for accurate return instructions to avoid unnecessary expenses. 📦 + ⚠️ While the return costs we provide are generally accurate and cover most items and locations, there may occasionally be exceptions. If you're returning a large rug—such as 200x290cm or above—and your postcode is classed as a remote or Highlands area by the courier, the return cost may be higher than stated.

Return Cost Transparency & Courier Surcharges

At Rug Love, we strive to be as transparent as possible regarding return costs—more so than many of our competitors—because we understand how important clarity is for our customers.

Return costs are clearly listed:

On every product page
In a link included in every email we send
Detailed in our Help Centre, chatbot, return portal, home page, and terms of service

We genuinely cannot think of anywhere else to make this information more prominent. Please review the return approval email you received, as it outlines all relevant details comprehensively. If you believe we’ve missed something, please let us know—we’re confident we have covered every scenario, including this one.

Possible Reasons for the Surcharge

While the courier costs we provide are typically accurate and up-to-date, they do not include any potential surcharges, which are a separate matter.

The two main reasons for courier surcharges are:

1. The customer has provided incorrect dimensions or weight for their item.

2. The customer has selected the wrong courier, failing to follow our return instructions, which specify that only DHL via Transglobal Express should be used for large rugs.

If the customer provides accurate details and uses the correct courier as advised, the quoted costs should generally remain as stated. If the courier indicates that the item is too large to quote, it is almost certainly due to incorrect dimensions or weight being entered, as even the largest rugs can be handled by couriers.

This surcharge is most likely due to:

The item being larger than the dimensions originally quoted to the courier.
The incorrect courier being used instead of the one we recommend.
Typo - Incorrect dimensions given to the courier due to a typing error.

Please double-check the dimensions you provided to the courier for any errors.

Of course these issues are beyond our control but we will assist where possible.

Return Approval Email Details

Below is the information we provide in your return approved email. Kindly read this email fully.

Recommended Couriers & Sites

For large rugs, we strongly advise ONLY using DHL via Transglobal Express. While we provide courier suggestions based on rug size, these are simply recommendations. You are free to use any site or courier, but Rug Love cannot be held responsible if a customer chooses a more costly service that differs from our recommendations without consulting us first.

Packaging & Rug Dimension Guidelines

Before scheduling your courier service, please carefully verify the dimensions of your packaged rug. The final dimensions depend on how the rug is rolled and wrapped, and we are not responsible for any discrepancies.

Important Packaging Tips:

Tape down the packaging at each end of the rug to ensure the size remains within the quoted dimensions.
Use the factory-sealed measurements below as a general guide, but always allow extra space if the rug is not wrapped as tightly as received.
The most common cause of courier surcharges is incorrect dimensions being provided.
Always add at least 5cm to the length of the rug when quoting dimensions. Example: If your rug is 240cm long, quote at least 245cm to the courier.
Ensure the rug weight is entered correctly in KG. Some customers accidentally leave the default courier weight set to 1KG, which can result in additional charges.

Example Rug Dimensions for Courier Quotes

Rug SizeLength (cm)Width (cm)Height (cm)Weight (KG)
060 x 230cm	70cm	20cm	20cm	7KG
080 x 150cm	90cm	20cm	20cm	7KG
120 x 170cm	120-125cm	20cm	20cm	9KG
160 x 230cm	170cm	23cm	23cm	15KG
200 x 290cm	205cm	23cm	23cm	20KG
240 x 340cm	245cm	25cm	25cm	25KG

🧵 Super Plush Shaggy Rug Exceptions

The super plush shaggy rugs below are much heavier than standard rugs.

The factory-sealed dimensions are shown below as a guide only — your packaged size will depend on how tightly the rug is rolled and this is what you should quote to the courier to avoid a surcharge.

Asiatic Plush & Montana Shaggy

70 x 140cm – Packaged: L080 x W22 x H22cm – 8kg
120 x 170cm – Packaged: L130 x W26 x H26cm – 15kg
140 x 200cm – Packaged: L150 x W28 x H28cm – 21kg
160 x 230cm – Packaged: L170 x W32 x H32cm – 27kg
200 x 300cm – Packaged: L210 x W41 x H41cm – 44kg

Barnaby Shaggy

120 x 170cm – Packaged: L130 x W26 x H26cm – 15kg
160 x 230cm – Packaged: L170 x W32 x H32cm – 27kg
200 x 290cm – Packaged: L210 x W41 x H41cm – 40kg

All rugs generally fit within the standard examples shown, the one exception is the Asiatic Plush Shaggy, Barnaby Shaggy, and Montana Shaggy In the 200x290cm size, these rugs measure around L210 x W41cm and weigh over 40kg, making the return cost approximately £104.

Note: These dimensions are only a guide. Your final packaged rug size may vary depending on how it is wrapped.

Booking Your Return

To successfully book your return, ensure the dimensions you provide are accurate (length, width, height, and weight).

Incorrect or undeclared dimensions may result in surcharges, for which Rug Love cannot be held responsible. Please double check the dimensions you provide the courier match the size of the rug when you have wrapped it. Please use the correct courier, for example only DHL for large rugs 160x230cm and above. Please contact us if you are unsure of anything before booking.

Key Reminders:

Ensure the packaged length matches what was entered when booking the courier.
Tape down the packaging at each end to avoid exceeding the quoted dimensions.
If you are unsure about the weight or dimensions, please contact us before booking the courier.

Return Process

We have tried to make our return process as simple as possible, providing comprehensive guidelines. Many retailers simply provide the return address and leave the rest to you. We provide the most comprehensive details of any rug retailer, covering dimensions, weights, courier services, packaging, and booking procedures. If you need fresh packaging, you can request it from us, and we’ll dispatch it within 3-5 days via Royal Mail.

All returns must be arranged through our designated returns management platform. Returns cannot be accepted in person, and all returns must be sent via courier — no exceptions.

Once we receive your returned rug, we will conduct a thorough inspection. You will receive two email notifications:

Acknowledgement of receipt.
Confirmation of your refund.

Please allow 48 hours after receiving your rug for the inspection and refund process.

Packaging Tips: Fully cover the rug, securing both ends to ensure it is protected from dirt and damage during transit. Avoid using Sellotape directly on the rug as it can damage fibres. If packaging is insufficient, we will not process refunds.

If you're returning a rug with an anti-slip mat, roll the mat inside the rug for easier packaging. Avoid using flimsy materials, and always ensure your rug is packaged securely.

Important: Damaged or soiled rugs are not eligible for refunds. If a rug is damaged during transit, claims must be made with the courier service. Rug Love will provide photographic evidence to support such claims.

Rug Love cannot be held responsible if customers disregard our return instructions and opt for more costly alternative services without contacting us for clarification.

If our terms do not align with your preferences, we kindly request that you refrain from placing an order with us.

To initiate a return or report an issue, please use our Return Portal.

Exchanges

Exchange Process

Use our Return Portal and select the exchange option. The replacement will be sent after receiving the original item. If you prefer not to wait, reorder the desired item and request a refund for the original one.

Exchange Costs

Customers are responsible for the return shipping fees for exchanges. Follow the same guidelines as for returns to ensure secure packaging.

Proper Rug Packaging Guide

Secure Packaging

Ensure the rug is entirely covered, sealing both ends firmly using robust packaging tape or cable ties. Avoid masking tape or standard sellotape. The rug should be free from external elements like dirt, moisture, and odors and must be returned in a pristine, resaleable state. Rely on strong packaging materials. Avoid using flimsy bags or paper, as they can tear during transit.

Responsibility

Keep proof of postage until the return is confirmed. Before handing your rug to the courier, photograph it as packaged. Disputes involving couriers should be resolved directly with them. We advise using a tracked and insured service for your peace of mind.

Booking Your Return

If you're uncertain about the dimensions or weight for your return package, please reach out to us before scheduling your courier. Provide accurate dimensions (Length, Width, Height) of your packaged rug. When scheduling your courier, use the rug's rolled dimensions.

Packaging Dimensions Examples

Rug Size	Length (cm)	Width (cm)	Height (cm)	Weight (KG)
060 x 230cm Runner	70cm	20cm	20cm	7KG
080 x 150cm Rug	90cm	20cm	20cm	7KG
120 x 170cm Rug	120cm	20cm	20cm	9KG
160 x 230cm Rug	170cm	20cm	20cm	14KG
200 x 290cm Rug	205cm	22cm	22cm	19KG
240 x 340cm Rug	245cm	23cm	23cm	23KG

Refund Timeline

Processing Time

Upon receiving your return, we'll conduct an inspection and then send you an email confirmation. The refunded amount will be credited to your initial payment method. Depending on your bank's processing time, the refund may take 3-5 working days to reflect in your account.

Selecting the Right Size

Measure Your Space

Ensuring the appropriate rug size for your space is crucial. Measure your intended area before finalizing your order. If you realize you've chosen the wrong size, contact us immediately; we'll do our best to halt the order before dispatch. If the order has already been shipped, simply refer to our return guidelines.

Visualization Tools

Use our augmented reality Rug Visualizer for a better understanding of how the rug will look in your space. Note that this tool is for reference only and may not be 100% accurate.

Rug Folds and Creases

Temporary Markings

Rugs may have lines or fold marks due to packaging and storage. These will diminish over time with regular use and vacuuming. For faster results, roll the rug in the opposite direction and let it rest in a warm spot.

Flattening Your New Rug

Initial Flattening

When we store our rugs, they're rolled up and protected with plastic wrap. They might appear slightly flattened upon unrolling. Roll your rug the opposite way it came packaged (with the pile facing out) and let it rest in a warm spot to help it lay flatter over time.

Eliminating New Rug Odor

Understanding the Smell

New rugs may emit an odor due to volatile organic compounds (VOCs). This "off-gassing" is typical and usually subsides within five days. Most rugs will lose their scent over time, especially if kept in a ventilated area for about 72 hours.

Neutralizing the Smell

Increase room temperature, air out the room, and vacuum the rug frequently during the initial days. Use HEPA filter-equipped vacuums for synthetic rugs and consider natural deodorizers like baking soda for all types.

Where Should I Send My Returns?

Return Address

All return items should be directed to: Rug Love Returns, CW Flooring (Carpet Wizard), 436 Ormskirk Road, Wigan, WN5 9DF. Rug Love is not liable for any items returned to the incorrect address. While booking the return courier online, if prompted for a contact number and email address, please provide your personal phone number and email address for both the sender and receiver details.

Returns From Outside The UK
We do not accept orders from any areas outside of mainland UK or the Scottish Highlands. If we agree to and arrange the delivery of an item to locations outside our service area, such as the Channel Islands, Isle of Man, Isle of Wight, Jersey, Guernsey, Ireland, or the Republic of Ireland, please note the following:

Any returns will be at the buyer's risk, regardless of the reason.
The cost of returns will also be the buyer’s responsibility, as the location falls outside our standard service area.
Any customs and duty fees incurred will be the customer’s responsibility.

This policy partially applies to customers who choose to use a freight forwarding service to have a rug delivered to a location that we do not cover. Please bear this in mind before placing an order from these or any other locations we specify as outside our service coverage.

Contact Us

For any questions or further assistance, please contact us at hello@ruglove.co.uk. We are here to help you within 3 hours during business hours. You can also use our AI chat bot for instant support here.