John Lewis price match: how it works

You can claim the difference back if it’s cheaper at Amazon and 24 other shops

In 2022, the ‘Never Knowingly Undersold’ price match promise disappeared. Though  they did replace it with the ‘Price Drop Refund’, it wasn’t the same.

Well the good news is the John Lewis Price Match is back. Here’s everything you need to know about the new scheme.

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What is the John Lewis price match?

At its most simple, if you buy something from John Lewis and find the price is lower at any of the following retailers before you buy or within seven days after purchase, John Lewis will refund you the difference.

The department store uses AI technology to price match 25 high street and online retailers, including: 

• AO .com
• Amazon
  • Electricals only: tech, TV & audio, computing and gaming, small and large home appliances, mobile and smart tech, and beauty/dental electricals
• Apple
• Argos
• Asos
• Boots
• Currys
• Dunelm
• Dreams
• The Entertainer
• Fenwick
• Flannels
• Furniture Village
• Harrods
• Harvey Nichols
• Heal’s
• House of Fraser
• Lakeland
• M&S
• Mama’s and Papa’s
• Next
• Richer Sounds
• Selfridges
• Smyths Toys
• Space NK

You can also price match John Lewis itself if the price drops after you’ve bought something from them.

It’s great to see Amazon added to the list, as before only retailers with physical premises were included. However, restricting the scheme to just 25 stores does mean you won’t be able to match prices at other chains and independent stores, in particular decent white goods retailers such as Marks Electricals or beauty brands like Benefit.

Sadly this time around the time to make a claim is much shorter. Just one week, compared to 35 days before.

How to claim a ‘price match’ refund

You can price match in-store or via the John Lewis website. You’re no longer able to make a claim via the phone. Annoyingly it’s a new form for every item you want to price match.

Here’s how it works depending on whether you find the lower price elsewhere before or after you buy.

Before you buy

If you’re buying in a John Lewis shop and have found the item for less at one of the listed competitors above, you just need to show evidence such as a link to a website or a screenshot, and they will match that price subject to the terms and conditions. 

If you are making a purchase online and spot a lower price at one of the listed competitors, then the easiest way to claim is by completing the purchase first and then filling out the online claim form with evidence of the competitor price. You’ll hear back within 48 hours.

After you buy

If you buy an item at a John Lewis shop and you notice that the price has dropped at one of the major competitors listed above within seven days, you can submit a claim for the difference. 

You’ll need to fill in the online claim form, providing evidence as well as your original receipt as proof of purchase. 

If your claim is accepted, you will be refunded the difference using the original payment method, and if you used cash or a gift card for the original purchase, you’ll unfortunately need to visit a John Lewis store in order to receive your refund.  

If you made your purchase online, then it’s the same process as above using the online claim form and if approved you’ll get your refund within five days.

And just like their price drop refund, they also price match against any price drops of their own within seven days. So if you notice they’ve lowered the price of something you’ve bought from them within the time frame, be sure to submit a claim for the difference.

What products are price matched at John Lewis?

John Lewis price matches identical items, which means it must be the same make, model, size, colour, version and specification.

The product in question must also be in stock online and ready for delivery from the competitor as well as from John Lewis. 

It’s important to know that where there is an additional charge such as a competitor’s delivery fee, that this is also taken into account in the price match. 

With Amazon, John Lewis will only price match electrical items sold directly by Amazon (not marketplace sellers) and they don’t price match lighting, electrical toys, baby monitors or any non-electrical items.

What’s not price matched at John Lewis?

Sadly you won’t be able to price match against:

• clearance offers
• multi-buy offers
• special member prices including loyalty discounts
• flash sales such as lightning deals
• prices with a voucher code
• exclusive prices
• trade prices
• against any obvious pricing errors
• competitors that are closing down
• concession brands like Nespresso, Jo Malone and Longchamp

Some of these are more important to note than others. Previously you could match voucher codes, so it’s a shame that’s been excluded.

Watch out too for against additional services such as extended warranties, fitting or disposal, as these won’t be included in the price John Lewis match.

They also don’t price match any financial services like foreign currency purchases, though that’s not something you’re likely to see with any of the 25 listed retailers apart perhaps M&S.

How you get the refund

Unless you buy in-store and the match is agreed upfront, you won’t get the money knocked off the iitial price you pay. Instead you’ll pay the full whack, and the difference will be paid back to you original payment card within five days.

Top tips to make sure the John Lewis price match works for you

We’re sharing some points we learned during the last version of the scheme. It might be they aren’t as much of an issue this time, but they’re things to be aware of.

Avoid using cash or gift cards

A new one for this version of the scheme is that if you paid in-store via a gift card, gift voucher or cash and then watch to later claim for a price match, then the refund can only be paid out in a John Lewis shop . That could be a pain if you don’t have one near you.

We’re checking with John Lewis whether this also applies to gift card purchases online. The claims form would suggest you’ll be ok, but the terms state otherwise.

To get around this you could obviously stick to using a debit or credit card. Or if that’s not possible try to only part pay with gift vouchers or cash and then put the rest on your debit or credit card.

This will hopefully allow the refund to go on the card and save you a trip to the shop itself. Though of course you won’t know in advance if you’re going to be able to match, and if so by how much, so you could still come unstuck.

You can still put the claim in online though, which is a big improvement on the last version where all in-store claims had to be made in-store.

Check it’s the exact same item

You won’t be able to get the money back if there’s any variation – that could be colour, size or even just the model number. So if you’re only buying from John Lewis because of the price matching, make sure it is the same before you buy.

Don’t assume something has already been price matched

When John Lewis says it’s “Never Knowingly Undersold”, that’s not true. If that was the case it would reduce items as soon as they honour a price match.

In the past I’ve had a price match approved but the price on the website has stayed the same.

This means that even when something is labelled as reduced as part of a price match, make sure you can’t get a better deal still elsewhere. And if so, then put in a price match request.

Be persistent

It used to be if you phoned up to match prices the answer could be dependent on the customer service agent you spoke to. And the same could also happen online.

This time around it’s unclear if there’ll be any human moderation of claims or if it’ll all be done using AI. Even so, if you get rejected, it could be worth completing the form again to see if you get a different answer.

That doesn’t mean “don’t take no for an answer”. You won’t be able to match everything, but if you think it’s a legitimate claim based on their criteria then it’s worth trying a second time if you are rejected.