Changed your mind?
That’s no problem. All of our Tesco Partners offer the same Tesco direct policy as a minimum, the full details of which can be found on our Returns Policy page.
|Product ||Cancellation period |
|Perishable items. Items that can't be returned due to health and hygiene reasons (e.g. earrings); and Data SIMs, CDs, DVDs, audio, video, and computer software* and games that have been unsealed/opened and all bedding items (including mattress toppers, protectors, sheets, duvets and duvet covers). ||Cannot be returned unless faulty |
|Digital Audio Players, Digital Cameras, Photo Frames, Camcorders, Hard Drives, USB Devices, Laptops, Desktops, Netbooks, Tablets, Satellite Navigation Systems and Games Consoles. ||14 days from delivery |
|Everything else. ||28 days from delivery |
*Software packages must be returned unopened with the software seals intact and any product keys must be unregistered
Please let us have any original packaging, tabs, labels and accessories, and please package it all securely. If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
All returns must have a valid Return Merchandise Authorisation (RMA) number which can be obtained by contacting our Customer Service Team by phone, email or in writing to the details provided in the ‘Contact Us’ section below. All returns must be received within the relevant time scales as stated above.
You will be responsible for returning cancelled goods at your cost. Cancelled goods must be in their original packaging and in new condition, with all original packing materials and boxes plus all accessories and manuals. Returns will not be accepted where the retail packaging has been defaced so please ensure any labels are external to the retail packaging. You will be refunded, in full, including the original postage cost upon receipt of the goods but no longer than 14 days after we have received them. All goods are checked by our Returns Department before refunds can be issued. We strongly recommend that you fully insure and well package all returns. We suggest you use a courier service that can provide proof of delivery. Cleverboxes will not be liable for items lost or damaged in transit.
Charges for returns
Unwanted items are returned at your own costs. Please see the table below tor the advised returned cost. Many items can be returned through the normal Royal Mail service or similar standard item courier under a tracked service for between £2 and £20 (please note this is dependent on parcel dimensions and value of the item shipped). Where you require us to collect the unwanted item there are two levels of service we offer, please see table below:
|Collection option ||Return Cost |
|DPD Homecall Return - as part of the RMA process you can request a Homecall return label. This allows you to return the goods via your local My Hermes collection point (we can confirm your nearest My Hermes store at the point the RMA is raised). ||£5.70 deducted from your total refund once goods are returned. |
|DPD Collection - collection on a weekday specified by you (in most instances we can offer a 1 hour window for the collection). ||£15 deducted from your total refund once the goods are returned. |
|Alternative Courier Collection - for items outside of the standard dimensions or value, i.e. large screen TVs and large pieces of furniture we cannot provide an explicit return cost up front but can provide a tailored quote at the point the RMA is raised. Please note that we cannot guarantee collection services on all items and this should be carefully considered prior to purchase. ||Guide - £35 - £75 |
Is your purchase faulty or damaged?
We do our best to make sure everything works perfectly, but if it doesn’t, please contact us. Within the first 28 days we will issue a replacement item to you. Outside of the first 28 days we will be able to advise on the options to repair, replace or refund your item.
We can organise collections for defective, faulty and goods damaged in transit. It is your responsibility to make the goods available for collection. All returns must be packaged adequately in their original boxes and be returned with all accessories. For faulty items at the point of receipt we offer an exchange or a full refund. In the instance of faulty items we may request that you contact the manufacturer for diagnostic, fault reference and direct exchange process simply for efficiency and increased piece of mind, however if you do not wish to support this approach we will undertake this on your behalf but this may lengthen the process and time taken to resolve the given issue.
In the event of a refund, we trigger the process by requesting the Tesco payment team to refund an item but are not in direct control over this process and cannot directly refund a customer. For terms and conditions on the refund procedure please see the Payment of Refunds section of the Sellers and Tesco Terms and Conditions.