Never Knowingly Undersold

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Quality

You can trust that we will always stock the best quality products, responsibly sourced. We work hard with all our suppliers to ensure they pay full attention to the well-being of their employees, their communities and the environment in which they're based. This includes using sustainable materials and methods wherever possible, and trading ethically at all times.

We have the very highest standards when it comes to product quality, plus we regularly benchmark John Lewis-branded products against the competition to ensure we're not just market-leading in quality, but also on price.

Price

We set highly competitive prices for all our products, with a dedicated team regularly checking them against other high street competitors. If we find a national high street competitor offering a better nationwide price for the same individual product, sold with the same service conditions, we'll lower our price to match in all our shops and on our website, including when a competitor is having a sale.

Some high street competitors have a different nationwide shop price to their online price; in that instance we'll match whichever is the lower of the two across our shops and on our website. We also know that some high street competitors have a lower price in specific shops. Where these shops are in the local area of a John Lewis branch, we'll lower our price in that branch to match.

Service

John Lewis staff are Partners in the business, and are highly trained to offer helpful, impartial advice on all products. Our service doesn't end with your purchase – we provide excellent after-sales and a great choice of expert services to help you, from delivery to installation. We also offer style and fitting advice, and we can help with everything from designing your home to kitting you out for a new baby.

Many of our specialist services come at no extra cost; some are chargeable, but all are delivered to the highest possible standards. You'll also find useful leaflets throughout the shop, as well as our handy buying guides, tips and features on johnlewis.com.

Conditions for price matching

We don't expect you to find a lower price at another high street competitor for the same individual product, sold with the same service conditions - but if you can, we'll match the price when you buy, or refund the difference for up to 28 days after you've purchased from us when you make a price match claim.

We have shops, call centres and a website giving you flexibility in how and when you buy from us. The level of service we offer can't therefore be equalled by online or mail-order only retailers such as Amazon or Play.com - and it's for this reason we don't match their prices. There are also some fitting and installation service conditions we take into account when we look at a price match - see below for details.

What we mean by 'High Street competitor'

High street competitors trade on the same basis as us, with premises on a high street or comparable shopping destination freely open to the public in the UK mainland. They should carry a reasonable range of goods in stock for you to buy and take away, with clearly displayed prices. Their websites need to trade under the same brand and on the same basis as their high street shops.

Outlets which trade on a different basis to us, such as those that operate only on the internet or through mail-order, showrooms attached to internet-only companies, collection points, auction sites, factory outlets, membership clubs, duty-free shops, market stalls or home shopping channels, are not deemed equivalent high street competitors. We also don't match competitors who are in administration or closing down.

What we mean by 'local area'

We define our local area as an 8-mile radius from the John Lewis shop. Please ask the Customer Services department in your local John Lewis shop for more details if you're unsure.

The prices we match

We match prices publicly available to all customers, based on those displayed in a shop, on the high street competitor's own website, or the first price quoted to us over the phone. The price has to apply to an identical individual product in terms of make, model, size or colour. We match bundles only on a case by case basis, and we don't match special prices only available to certain customers – such as negotiated prices or prices for groups like account holders or club members. We don't match prices only available via 3rd party websites, or with voucher codes.

Stock availability

We carry a wide range of lines, and the competitor has to have the line actually in stock (rather than available only to order) for us to match the price. For products that we deliver, we ask that the competitor is able to deliver in equivalent timescales to us, and on products that require delivery, we'll take delivery charges into account when comparing prices. Our standard delivery service is free for orders of £50 and over. Find out more.

Comparing 'service conditions'

This means we compare how we sell the product to how it is sold by the competitor to ensure it's comparable. We particularly look at stock availability, delivery charges and fitting/installation services.

Fitting or installation services

We select our fitting and installation partners to ensure they match the quality of the product you've purchased. If a competitor's installation service is comparable in terms of quality (such as in only using accredited fitters), in the scope of workmanship, in the quality of any materials used and in the timescale for completing the work, then we'll match the combined price of the product and the service.

Product bundles at discounted prices or with free items

We'll match on a case by case basis the total price for the bundle of products if the price of the bundle is publicly available to all customers, and the products in the competitor's bundle are identical to products we sell, including any free items. If bundled products offered at a promotional rate by a competitor can also be bought individually at full price, we won't generally lower our price for the bundle itself in-store and online.

Competitor short-term promotions

If a competitor is running a very short promotion we may not have the chance to lower our price, but we would still consider refunding the difference.

Products in Foodhalls

Our Foodhalls in John Lewis Oxford Street and Bluewater are stocked by Waitrose, not John Lewis, so products in those Foodhalls aren't covered by our pricing policy.

Special orders

If a product isn't part of our normal stocked range and we have to order it specially for you, we'll consider price matches, but we do reserve the right to refuse to match prices on such orders where it would be uneconomical for us to do so. We'll let you know if we're able to match a price at the point of confirming the order.

Before you make your claim, please take a moment to read through the conditions elsewhere on this page, and remember that if you've already purchased the product, your claim needs to be made within 28 days.
For something you've seen or bought in our shops, please visit the Customer Services department in your local John Lewis shop.

For an online purchase, simply complete this price match form.

Watch our Never Knowingly Undersold TV advert

Find out more about our pricing policy

Read our in-store leaflet