Returns & refunds policy

When you buy from Tesco, we want you to be happy with your purchase. However, we know sometimes you may need to return products. This policy sets out when you can return products and how to do so.

This policy applies only to purchases from Tesco on the Tesco direct website (Tesco.com/direct). If you have bought something from a seller at Tesco please return it to the seller. The returns policy varies for each seller - please see the individual seller's help page for details.

Items bought from Tesco

If you change your mind

If you decide an item you’ve bought isn’t quite right, we're happy to offer a full refund on most products. Please note there are some items that can only be returned if they are faulty:

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. Cannot be returned unless faulty
Books & most entertainment items 14 days from delivery
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
Most other items 28 days from delivery

If you want to return a product because you've changed your mind, please let Customer Services know within the cancellation period specified above, so we can arrange your refund. You can contact Customer Services on 0800 323 4050, (0330 123 4050 local rate from a mobile).

If your product arrives damaged or is faulty

We work hard to ensure every item arrives with you in perfect condition, but if any of our items arrive damaged or faulty, please contact customer services on 0800 323 4050 (or 0330 123 4050 local rate from a mobile).

If you have bought an electrical or technology item, our helpline team can resolve many set up issues over the phone. Please see Electrical Items section below for the contact number.

Electrical items

If you're having trouble with electrical products such as laptops and phones, please contact the relevant helpline below, before returning the item. If we can't resolve the issue over the phone, we will arrange a repair and if the item can't be repaired, offer you a replacement or refund.

Product type Helpline Hours
Electrical goods Phone0800 323 4060
Mobile0330 123 4060
Mon-Sat 9am-8pm, Sun 11am-5pm
Mobile Phones 0845 300 6660 Mon-Fri 8am-9pm, Sat 8am-8pm, Sun 10am-6pm

How to return your item to us

In-store - You can take smaller items to a Tesco direct desk for a refund. Please use our store locator to find your nearest store with a Tesco direct desk. You’ll just need a proof of purchase.

Collection - If your item was delivered by courier, we can arrange for a courier to collect it. Please call Customer Services on 0800 323 4050 (or 0330 123 4050 local rate from a mobile) to let us know you want the item collected.

By post - Books & entertainment items delivered by post can only be returned by post, so we include a free returns label in your order.

If you need to return an item, please look after it while it's in your possession, and please retain and return the original packaging, tabs, labels and accessories. Please also package the product securely before returning it.

Please return any item purchased from a seller at Tesco to the seller - see the seller's help page for details of how to return an item to a seller.

Return costs

If the item you're returning is damaged or faulty, we'll pay for the courier cost of your return. If you're returning an item for any other reason, you will need to pay for this. That includes the cost of us arranging for collection, if you've requested it.

Please return your product to us within 30 days of cancelling your order. We reserve the right to charge you our costs, in recovering that product from you if you don't return the item.

Your refund

We can refund you using the same method you used to pay for the item

  • By credit or debit card - we'll refund your money back onto the same payment card. Refunds normally take 3-5 working days to show in your account.
  • By gift card or money card - we'll refund your money back onto your payment card or send you a cheque.
  • By card and Clubcard vouchers - we'll refund your money back onto the payment card, send you a cheque, or give you the equivalent value in Clubcard points.

If you're returning all of your order, we'll refund your delivery charge in full. If you're only returning some of your products, your delivery charge will not be refunded.

For products purchased as part of an offer, your refund will be based on the promotional price. Your statutory rights will not be affected at all.

Any Clubcard points earned on an item you return will be removed from your Clubcard account.

Your statutory rights

Nothing in our returns and refund policy affects your statutory rights.

If you’d like to know more about your legal rights, please visit the Directgov website. Please note we're not responsible for any content on external websites.

Last updated 24/01/14

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