Returns & refunds policy

While we hope you’ll be happy with your Tesco direct items, we know you may sometimes need to return them. If you do, this policy has all the information you’ll need to know.

This policy applies to everything you buy from Tesco direct, and if your items have been sold by one of our Tesco Partners, you may also be offered additional rights. Details of these can be found on the Tesco Partner’s help page. We’re here to support you with any issues when buying from an approved Tesco Partner, see our Tesco Partner Guarantee for more details.

Changed your mind?

That’s no problem. We’re happy to offer a full refund on most products, as long as it’s within the relevant cancellation period. See below for more information:

Product Cancellation period
Perishable items; Unsealed items that can't be returned due to health and hygiene reasons (e.g. earrings); and unsealed Data SIMs, CDs, DVDs, Blu-rays, audio, video, and computer software and games. Cannot be returned
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

To get your refund, just return the item to us, or the relevant Tesco Partner, within the cancellation period for your item (listed above). For details on how to do this, please see below.

Is your item faulty or damaged?

We do our best to make sure everything works perfectly, but if it doesn’t, our customer services team are here to help. You can reach them on 0800 323 4050 (or 0330 123 4050 local rate from a mobile).

If your item was sold by one of our Tesco Partners, you’re still protected by our refunds and returns policy, and the quickest way to resolve your issue is to call them directly. Their contact details are on the Tesco Partner’s help page and on your receipt. Our customer services team will also be happy to help, just give them a call on the number above.

Having trouble with an electrical item or mobile phone purchased from Tesco?

Please contact the relevant helpline below. If we can't resolve the issue over the phone, we’ll arrange for a repair or replacement. If that’s not possible, we’ll offer you a 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

Returning an item sold by Tesco

In-store - You can take smaller items to a Tesco direct desk. You’ll just need your proof of purchase. Find your nearest store with a Tesco direct desk on our store locator

Collection - If your item came by courier, we can arrange for a courier to collect it. Please call our customer services team on 0800 323 4050 (or 0330 123 4050 local rate from a mobile) to tell us when you’d like it collected.

By post - Books & entertainment items delivered by post can only be returned by post. We’ll pop a free returns label in with your order.

For all returns - 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.

Returning an item sold by a Tesco Partner

Your item will need to be returned to the Tesco Partner you purchased from, and not to a Tesco store. You are still protected by the Tesco returns and refunds policy.

You can get in touch with the Tesco Partner directly to arrange the return of your item, or if you’d prefer to talk to our customer services team, please call 0800 323 4050 (or 0330 123 4050 at the local rate from a mobile).

Please let the Tesco Partner 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.

Return costs

If you purchased your item from Tesco, returns are free using one of the above methods. If you change your mind about an order from one of our Tesco Partners, you will need to pay the return costs, unless they state otherwise. Most items can be returned by post, but for larger items, the cost will vary depending on the size and the returns service used. Please look on the Tesco Partner’s help page for further information, or check the details on your receipt.

Receiving your refund

We’ll refund your money in the same way you paid for your product.

  • By credit or debit card - Your money will go back onto the same card. Allow 3-5 working days for the refund to show in your account.
  • By gift card or money card - Your money will go back onto your card or we’ll send you a cheque.
  • By card and Clubcard vouchers - We’ll either put your money back on the card, send you a cheque, or give you the equivalent value in Clubcard points.

If your item was purchased at an offer price, your refund will be based on that promotional price. Any Clubcard points earned on a returned item will be deducted from your account.

Refund of delivery charges

As long as you're returning all of your order, we'll refund your delivery charge in full. If you're only returning some of your products, the delivery charge will remain.

Your statutory rights

Don’t worry, nothing in this policy affects your statutory rights. The simplest way to return your items is as mentioned above, but you can also tell us you’ve changed your mind by completing and returning this cancellation form.

Last updated 29/05/14

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